Configure Customer Central

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Provide customer service agents with all the information about a customer in one central place by configuring the Customer Information and Customer Activity views for Customer Central.

    Before you begin

    Role required: admin

    About this task

    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 issue and provide efficient and empathetic service to their customers.

    Customer Central consists of two views, Customer Information and Customer Activity.
    Note:
    If you are using CSM Agent Workspace, Customer Central is displayed on the Interaction record. If you are using CSM Configurable Workspace, Customer Central is displayed on the interaction, account, contact, or consumer records. Both views are highly configurable and can be adapted to suit the needs of your business.

    For more details, see Customer Central.

    Procedure

    1. Navigate to All > Customer Service > Administration > Guided Setup.
    2. On the Getting Started page of the guided setup, select Get Started.
    3. In the Customer Central - Customer Information or Customer Central - Customer Activity category, view the list of tasks to configure the feature.
      Table 1. Customer central configuration tasks
      Task Description
      Activate Customer Central 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).
      Note:
      Starting with the Yokohama release, the Customer Central application (com.sn_csm_customer_central) has moved to the ServiceNow Store.
      Configure the Customer Information view using the CSM Configurable Workspace Configure the display of the Customer Information view using CSM Configurable Workspace.
      Configure the Customer History view Configure the display of the customer activity view.
      Configure the Customer History component Starting with the Yokohama release, the Customer History component displays customer activity information on some record pages in CSM Configurable Workspace.
    4. To perform a task, select Configure.

      This button opens the page in your instance where the configuration is completed.