View customer cases in Agentic Contact Center for Banking

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Review service cases for a customer's account in the Customer 360 page to understand account activity and any open or historical service requests.

    Before you begin

    Role required: sn_fso_csr.business_agent, sn_fso_csr.personal_agent

    Procedure

    1. Open a consumer or account record.
    2. Navigate to the Cases section to review service cases associated with the customer.
      Cases are sorted by date and time by default, with the most recent first. Each row shows the case number, date and time, service definition, status, and assigned agent.
    3. Optional: To filter the case list, use the filter options to narrow cases by one or more criteria.
      • Case number
      • Service
      • State
      • Assignee
    4. Optional: To change the sort order of the case list, select a column header to sort by case number, date and time, case type, case status, or assigned agent.
    5. Select the case number to open the case record.

    Result

    The case record opens in a new tab.