Extension points in Telecommunications Customer 360

  • Release version: Australia
  • Updated July 26, 2026
  • 2 minutes to read
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    Summary of Extension points in Telecommunications Customer 360

    Scripted extension points in Telecommunications Customer 360 enable ServiceNow customers to customize the display and behavior of cards on the Customer 360 consumer page. These extension points allow tailored data presentation, user interface controls, and workflow interactions to better align with specific telecommunications business needs.

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    Extension points can be accessed via sysextensionpoint.list in the application navigator. Multiple implementations can be created for each extension point, with execution order determined by assigned order numbers (lowest first).

    Key Features

    • ContactCardDataProvider: Customize data shown on Contact cards, including field selection, card title, avatar logic, and editability.
    • InsightCardDataProvider: Configure Customer insight cards that display AI-generated insights, including Now Assist skill selection and auto-triggering behavior.
    • DataVisualizationDataProvider: Define which reports appear on the Data visualization card and manage filter mappings and custom filter logic.
    • BillingsDataProvider: Control retrieval and display of billing accounts and invoices, including linking logic and invoice sorting/filtering.
    • ProductsServicesDataProvider: Customize product inventory data retrieval, filtering, and change order creation on the Products & Services card.
    • AllTasksDataProvider: Configure which task tables appear and available actions on the All tasks card, supporting custom filters and create action changes.
    • ProductsRelatedDataProvider: Add custom pill types to product rows for related records like cases or incidents linked to sold products.
    • CardViewModel: Control card visibility on the Customer 360 workspace by defining matching criteria and visibility conditions.
    • UseCaseGuidanceNAPConfig: Manage use case guidance workflows for agents, including interaction control, conversation creation, and panel window configurations.
    • VoiceInteractionDataProvider: Customize Customer 360 behavior during voice interaction sessions, such as consumer lookup flows and card/column visibility.

    Practical Benefits

    By leveraging these extension points, ServiceNow customers in telecommunications can:

    • Tailor the Customer 360 interface and data presentation to suit unique organizational and operational requirements.
    • Enhance agent productivity with customized insights, task management, and billing information.
    • Improve customer interactions by adapting voice and use case guidance workflows.
    • Maintain flexibility by supporting multiple implementations and controlling execution order for precise customization.

    Use scripted extension points to configure the display of the cards on the Telecommunications Customer 360 consumer page.

    To access the available extension points, type sys_extension_point.list in the application navigator and select Enter. You can create multiple implementations for each extension point and provide an order number for each implementation. The implementation that has the lowest order number is executed.

    Table 1. Telecommunications Customer 360 extension points
    Extension point Description
    sn_telecom_c360.ContactCardDataProvider Control the data displayed on the Contact card for an account, consumer, or contact record. You can customize which fields appear, override the card title and avatar logic, or change how the editable state is determined.
    sn_telecom_c360.InsightCardDataProvider Control the configuration for the Customer insight card and shows AI-generated insights. You can customize which Now Assist skill configuration is used and whether insights are triggered automatically when the card loads.
    sn_telecom_c360.DataVisualizationDataProvider Define which reports appear on the Data visualization card and how context record values are mapped to report filters. You can add custom filter logic or support filter types not handled by the default implementation.
    sn_telecom_c360.BillingsDataProvider Customize how billing accounts and invoices are retrieved for the Billings card. You can change how billing accounts are linked to the context record, add custom invoice filtering or sorting logic, or adjust how invoice amounts and statuses are displayed.
    sn_telecom_c360.ProductsServicesDataProvider Customize how the Products & services card retrieves product inventory data, applies filters, and creates change orders. You can add support for different product tables, change how filter options are built, or modify the change order creation logic.
    sn_telecom_c360.AllTasksDataProvider Customize which task tables appear on the All tasks card and what actions are available in the card header. You can add or remove task tables, apply custom filters, or change the create action configuration.
    sn_telecom_c360.ProductsRelatedDataProvider Add custom pill types to individual product rows on the Products & Services card. Each implementation provides data for one type of related record (such as cases or incidents) linked to a sold product.
    sn_telecom_c360.CardViewModel Control whether a specific card is visible on the Customer 360 workspace. Implement isMatch to identify which card your view model applies to, and implement isVisible to define the conditions under which that card should be shown. By default, any card with no matching view model is visible.
    sn_telecom_ra.UseCaseGuidanceNAPConfig Configure behavior for use case guidances that trigger agentic workflows. Implement canInteractWithUser to control whether the agent can interact with the human agent in the panel. Implement forceNewConversation to control whether a new conversation is created. Implement getWindowConfigOverrides to provide window configuration overrides for the panel.
    sn_telecom_c360.VoiceInteractionDataProvider Control the behavior of the Customer 360 record page when opened as a sub page from a voice interaction. Implement the provided methods to customize the consumer lookup alternate flow and to control which cards or layout columns are hidden.