Customer Central

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Customer Central

    Customer Central is a ServiceNow application designed to provide customer service agents with a unified view of all customer information in one place. It enables agents to quickly understand and address customer issues by consolidating key customer data and recent interactions within the Customer Service Management (CSM) Configurable Workspace. This centralized access improves service efficiency and customer support quality.

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    Key Features

    • Customer Information View: Displays essential customer details and recent touch points with the service organization. This view includes configurable lists, records, reports, and report groups, with adjustable data display ranges.
    • Customer Activity View: Presents recent customer interactions as an activity feed categorized by selectable facets. It is highly configurable and supports custom facets and date range selections.
    • Chat Summarization: Provides AI-generated summaries of chat interactions via Now Assist, helping agents quickly grasp past conversations without reading full transcripts. If AI-generated summaries are unavailable, full transcripts are shown. This feature requires specific ServiceNow plugins (ServiceNow Otto for CSM and UXC Generative AI).
    • Customer History Component: Displays customer, consumer, or account history based on interaction record data. It includes search, filtering, and date range selection capabilities. This component is available on front-line case pages and CSM voice interaction record pages and can be added and configured via UI Builder.
    • Call Transcript Tab: Optional tab within the Customer History component that displays live call transcripts when available. Visibility depends on provider application configuration.
    • Integration and Configuration: The Customer Central application is activated alongside CSM Configurable Workspace and Customer Service plugins. Starting with the Yokohama release, Customer Central is delivered via the ServiceNow Store, allowing customers to access updates and submit requests through the store.

    Practical Benefits

    • Enables faster issue resolution by providing comprehensive and easily accessible customer data.
    • Improves agent productivity with configurable views tailored to business needs.
    • Enhances customer experience through AI-generated chat summaries, reducing the time agents spend reviewing past interactions.
    • Supports detailed historical context with search and filtering, aiding in personalized service delivery.
    • Offers flexibility to customize components and views to align with specific organizational workflows.

    Next Steps for Customers

    • Activate and configure Customer Central within the CSM Configurable Workspace to centralize customer information for agents.
    • Leverage the Customer History component and Chat Summarization features to enhance interaction context.
    • Explore customization options using UI Builder to tailor the workspace according to your organizational requirements.
    • Access the Customer Central app and updates through the ServiceNow Store to benefit from ongoing enhancements.

    Customer Central provides customer service agents with all the information about the customer in one central place. It enables them to quickly zoom in on the customer issues and provide efficient and supportive service to their customers.

    Customer service agents or location agents can view customer central on the interaction, case, account, contact, or consumer records in CSM Configurable Workspace in the form of two views: Customer Information and Customer Activity.

    Starting with the Yokohama release, the Customer History component displays customer activity information on some record pages in CSM Configurable Workspace.

    Customer Information view

    The Customer Information view displays key information about the customer and a view of all recent customer touch points with the service organization. It contains a number of predefined lists, records, reports, and report groups that are highly configurable, or you can create your own. You can also configure the number of days to display the data for.
    Customer Information tab displaying customer contact information and recent engagements with the customer, including chat interactions, high priority, and recent cases and phone calls.

    Customer Activity view

    The Customer Activity view displays all the recent customer touch points with the service organization in the form of an activity feed. On the left-hand side, there are facets, or categories of information. The data in the activity feed is displayed based on the facet you select. It contains a number of predefined facets and activities that are highly configurable, or you can create your own. You can also select a date range to display the data for.
    Customer Activity tab listing different categories of customer engagement activities and the activity feed details for a selected facet.

    Chat summarization

    Agents can see an AI-generated chat summary instead of a full transcript so that they can quickly understand the past interaction and resolve a customer issue. An interaction chat summary in the Customer Activity tab provides the context about the chat conversation between the agents and customers.

    An AI icon and tooltip are displayed before the summary which indicate that the summary is generated by Now Assist.

    This feature has the following dependencies:
    • ServiceNow Otto for CSM (sn_csm_gen_ai)
    • UXC Generative AI (sn_uxc_gen_ai)

    When these plugins are not installed or the chat summary is unavailable, agents can see the entire conversation transcript to access the chat history.

    Chat summary of conversation between the agent and customer is displayed in the activity feed of the Customer Activity tab.

    Customer History component

    The Customer History component displays customer, consumer, or account history information, depending on the field selections on the interaction record. This component displays the information previously displayed in the Customer Activity tab.

    Customer History component with search bar, filter, and facets

    The Customer History component includes the Customer tab. This tab displays customer, consumer, or account history information, depending on the customer information provided on the interaction record. This tab includes a search field, filter, and date range selector that agents can use to find specific information in the history.

    The Customer History component is available on the following record pages in CSM Configurable Workspace:

    Users with the system administrator role can add this component to a record page in UI Builder and configure the component properties.

    The Customer History component can be configured to display a Call Transcript tab. This tab displays the text of the live call transcript when a conversation record is present for the interaction.
    Note:
    The Call transcript tab is visible to users if configured in the provider application associated with the interaction.
    • This tab displays the text of the call transcript when a conversation record is present for the interaction.
    • This tab displays the following text when a conversation record is not present for the interaction record: Call transcript not available yet.

    The Call transcript tab is visible to users if configured in the provider application associated with the interaction.

    For more information about the Customer history component, see the following topics:

    Customer Central plugin

    The Customer Central application (com.sn_csm_customer_central) is activated with the CSM Configurable Workspace application (com.snc.uib.csm_agent_workspace). The CSM Configurable Workspace application is activated with the Customer Service plugin (com.sn_customerservice).

    Starting with the Yokohama release, the Customer Central application (com.sn_csm_customer_central) has moved to the ServiceNow Store. Any new enhancements to this application are delivered through the Customer Central store app.

    Request apps from the ServiceNow Store

    Visit the ServiceNow Store website 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.