Telecommunications Customer 360 release notes
Summarize
Summary of Telecommunications Customer 360 Release Notes
The ServiceNow® Telecommunications Customer 360 application, introduced in the Australia release, offers a unified platform that consolidates customer data from multiple systems into a single interface. This application enhances service agents' ability to access comprehensive customer information, enabling faster issue resolution and improved service delivery.
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Key Features
- 360-Degree Customer View: Embed the Telecom Customer 360 UI Builder component as a tab on any record page within the Customer Service Management (CSM) or Field Service Management (FSM) Configurable Workspace. This view aggregates customer details including account, contact, billing, products, cases, tasks, and interaction history.
- Recommendations Panel: Access contextual Knowledge Base (KB) article suggestions and agentic workflows tailored to the current customer directly from the 360 view, facilitating quicker problem-solving.
- Interaction and Customer History: Track customer engagements such as phone calls, chats, cases, contracts, and work orders over time with filtering options, renamed from Interaction History to Customer History for clarity.
- Billing and Products Management: Review billing accounts, invoices, and active products with the ability to filter sold products by characteristic values and manage product lifecycle actions like suspension or disconnection.
- Case and Task Management: Unified view for handling various task types including service problem cases, complaint cases, customer orders, and work orders with detailed information on each task’s status and priority.
- AI Enhancements: The ServiceNow AI Platform supports three licensing tiers (Foundation, Advanced, Prime) offering different levels of AI capabilities, including generative AI skills and agentic workflows. Additionally, an Order Fallout AI agent automates fallout record creation to streamline error tracking.
- Data Source Configurability and Insights: Integrate external call, chat, and billing data to generate actionable insights on customer health and recent issues.
Changes in This Release
- Added the Telecom Customer 360 UI Builder component to enhance accessibility of the 360-degree view.
- Renamed Interaction History to Customer History to better represent the breadth of tracked activities.
- Enabled filtering and management of sold products by their characteristic values, including modifying service statuses.
Activation and Availability
Telecommunications Customer 360 is available for installation through the ServiceNow Store. Customers must request the application from the Store to activate it. Additional related plugins include the Telecommunications Customer 360 application plugin and the Recommended Actions for Telecommunications plugin, which supports KB search and agentic workflow triggers.
Related Applications
This application integrates with ServiceNow’s Customer Service Management to automate onboarding, case monitoring, and provide agents with necessary system visibility for proactive service management.
The ServiceNow® Telecommunications Customer 360 application provides a unified interface that aggregates data from multiple systems into a single platform. Telecommunications Customer 360 is a new application in the Australia release.
Telecommunications Customer 360 highlights for the Australia release
- Provide agents with customer information, context, and insights for service problem analysis and faster resolution.
- Enable agents to create cases for billing and service-related issues, manage orders, and book field service appointments directly from the customer view.
- Provides data source configurability to bring call, chat, and billing data from external sources and generate insights.
- Receive insights on customer health and top recent issues.
See Telecommunications Customer 360 for more information.
Telecommunications Customer 360 features
- Interaction record
- View customer phone interaction records, verify and open records to view details.
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets and create your own
Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- Order fallout AI agent
- Automatically create fallout records mapped to existing fallout types for streamlined error tracking and follow-up.
- Customer information
- View customer account, contact, or consumer information including contact details, location, and recent interaction summary for efficient service delivery.
- Interaction history
- Track customer interactions over time with date range filtering. View the chronological history of customer engagements to understand previous communication context.
- Trend charts
- Monitor key customer metrics through visual charts including NPS and CSAT scores with target comparisons and trend lines. View the last updated timestamps for each metric.
- Billing
- Review customer billing information and invoices for the selected billing account. Search and filter billing records to quickly locate specific invoice details.
- Products
- Identify active products and services associated with the customer account. View counts of related cases, service problem cases, incidents, and test results for each product to understand product-specific issues.
- Cases, tasks, and orders
- Manage multiple task types including service problem cases, cases, customer orders, work orders, complaint cases, and invoice cases in a unified view. View details such as case numbers, descriptions, state, sold products, and priority levels across all task records.
Changed in this release
- Products
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- Filter the list of sold products displayed by product characteristic values.
- Modify configurations, suspend, resume, or disconnect one or more sold products and their services.
- Customer history
- The Interaction history card has been renamed to Customer history. Phone interactions, chat messages, cases, contracts, work orders, and other activity types that have been configured are displayed.
Activation information
Install Telecommunications Customer 360 by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
- New plugins
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The following plugins are new in Australia.
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Telecommunications Customer 360 (com.sn_telecom_c360): The Telecommunications Customer 360 plugin is a scoped application that includes the data model and all the modules of the Telecommunications Customer 360 application.
- Recommended actions for Telecommunications (com.snc.sn_telecom_ra): Enables you to search for Knowledge Base articles and trigger agentic workflows relevant to the current account or consumer record.
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