---
sourceDocument: Brazil Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/financial-services-operations

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# View customer cases

# View customer cases in Agentic Contact Center for Banking {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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
   {#view-cases__ul_dr4_vjx_q3c}
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.
{#view-cases__steps_cr4_vjx_q3c}

## Result

The case record opens in a new tab.
**Related concepts**   

* [Customer 360 page for Agentic Contact Center for Banking](https://www.servicenow.com/docs/9HOkFmH0b8JAYArPpr0KTw "The Customer 360 page provides customer service representatives (CSRs) with an AI-enhanced, comprehensive view of a customer's profile, financial standing, account details, transaction history, and service cases.")  
**Related tasks**   

* [View customer accounts and transactions in Agentic Contact Center for Banking](https://www.servicenow.com/docs/_t_b9iPnondQAy9opiOBjA "Review a customer's financial summary, account holdings, and account details in the Customer 360 page to understand the customer's overall position with the bank before or during an interaction.")
* [Summarize a banking customer profile with AI](https://www.servicenow.com/docs/24l9GwlpeK~3zzzN8Ud2Qg "Use the Customer Profile Summarization skill to generate an AI-powered overview of a customer's status and information within the Customer 360 page in Agentic Contact Center for Banking. This feature helps customer service representatives quickly understand a customer's status to provide personalized, real-time support.")
* [Generate customer insights in the Customer 360 page](https://www.servicenow.com/docs/Xwe4iqsqiQg~1pylE20k0w "Use the Banking CSR customer insights AI agent in the Customer 360 page to automatically consolidate customer data and generate persona-based insights. These insights help customer service representatives (CSRs) prepare for callbacks, conduct proactive outreach, and identify high-value customers requiring attention.")