--- sourceDocument: Zurich Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Customer Central # Customer Central {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Customer Central Customer Central consolidates all key customer information into a single interface within CRM Workspace, enabling customer service and location agents to efficiently address customer issues. It provides two primary views---Customer Information and Customer History---that can be accessed on interaction, case, account, contact, or consumer records. Show full answer Show less ## Customer Information View This view presents essential customer details along with recent customer touchpoints with the service organization. It includes predefined and highly configurable lists, records, reports, and report groups. Agents can customize the timeframe for displayed data to suit their needs. ## Customer History View This view offers a detailed activity feed of recent customer interactions. Agents can use facets or filters to refine the displayed data and select date ranges for specific periods. The view is customizable with predefined or user-created categories and activities. ## Chat Summarization Agents benefit from AI-generated chat summaries powered by Now Assist, providing concise context of prior conversations to speed up issue resolution. When AI-generated summaries are unavailable, full chat transcripts remain accessible. This feature requires specific plugins (ServiceNow Otto for CSM and UXC Generative AI). ## Customer History Component The Customer History component presents detailed interaction history based on the interaction record's customer, consumer, or account information. It includes search, filter, and date range selectors for targeted information retrieval. This component is available on the Front-line case page and CSM voice interaction record page within CRM Workspace and can be added or configured by system administrators via UI Builder. The component can also show a Call Transcript tab displaying live call transcript text when available, contingent on configuration in the associated provider application. ## Application and Configuration Customer Central is provided as an application activated with CRM Workspace and Customer Service plugins. Since the Yokohama release, Customer Central updates and enhancements are delivered through the ServiceNow Store as a separate app. Customers can request and manage these apps via the ServiceNow Store platform. ## Practical Benefits for ServiceNow Customers * Access comprehensive customer data in one place to improve service efficiency and quality. * Leverage configurable views and filters to tailor information display to specific needs. * Utilize AI-powered chat summaries to quickly grasp past interactions and accelerate issue resolution. * Integrate call transcripts seamlessly for enriched context during live interactions. * Easily extend and customize the Customer History component within CRM Workspace to align with organizational workflows. * Stay current with enhancements through the ServiceNow Store app delivery model. 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 CRM Workspace in the form of two views: Customer Information and Customer History. Starting with the Yokohama release, the [Customer History component](https://www.servicenow.com/docs/7hFE8ZFopUEk526qvir87Q#customer-central__section_i2b_kpt_ydc) displays customer activity information on some record pages in CRM Workspace. ## Customer Information view {#customer-central__section_ohd_sh4_nlb} 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 History view {#customer-central__section_rzj_th4_nlb} The Customer History view displays all the recent customer touch points with the service organization in the form of an activity feed. If the [Enable facets check box](https://www.servicenow.com/docs/hzIwzYf8xny6INtGBb5Lsg "Customer service agents can use several features in the Customer History component to view customer, consumer, or account history information.") is selected in UI Builder, facets appear on the left-hand side. Otherwise, a filter icon is displayed. The data in the activity feed is displayed based on the facet or filter you select. It contains a number of predefined categories and activities that are highly configurable, or you can create your own. You can also select a date range to display the data for. ## Chat summarization {#customer-central__section_krc_rgh_rzb} 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 History 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) {#customer-central__ul_tjl_t4h_rzb} When these plugins are not installed or the chat summary is unavailable, agents can see the entire conversation transcript to access the chat history. ## Customer History component {#customer-central__section_i2b_kpt_ydc} 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. 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 CRM Workspace: * [Front-line case page](https://www.servicenow.com/docs/3g6BU_NL0UPl3D1nfHbebw "The Front-line case page provides a simplified case view that enables front-line agents to quickly gather context, categorize cases, and provide prompt responses to customers."): Appears in the contextual side panel. * [CSM voice interaction record page](https://www.servicenow.com/docs/uxEbH4LxWh7dbtRDR4brEQ "The CSM voice interaction record page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls."): Appears in the left pane. {#customer-central__ul_edf_hqt_ydc} Users with the system administrator role can add this component to a record page in [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=zurich&pubname=zurich-application-development&ft:locale=en-US) and [configure the component properties](https://www.servicenow.com/docs/g6dpL~EgY1EnICebtN47lA "Users with the admin role can configure several properties for the Customer History component."). 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. {#customer-central__ul_b4z_fwq_ydc} 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 History component features](https://www.servicenow.com/docs/hzIwzYf8xny6INtGBb5Lsg "Customer service agents can use several features in the Customer History component to view customer, consumer, or account history information.") * [Configuring the Customer History component](https://www.servicenow.com/docs/g6dpL~EgY1EnICebtN47lA "Users with the admin role can configure several properties for the Customer History component.") * [Next Experience Components documentation](https://developer.servicenow.com/dev.do#!/reference/next-experience/components?&query=&order_by=nameAsc&limit=120&offset=0&categories[]=uib_component&categories[]=uib_macroponent-component&categories[]=uib_facades) {#customer-central__ul_ytn_blf_d2c} ## Customer Central plugin {#customer-central__section_jmt_bnt_ydc} The Customer Central application (com.sn_csm_customer_central) is activated with the CRM Workspace application (com.snc.uib.csm_agent_workspace). The CRM 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 {#customer-central__section_x11_k2d_r4b} Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html). **Related tasks** * [Configure Customer Central](https://www.servicenow.com/docs/9wrbXg0mtmsoBMN5gnLuHQ "Provide customer service agents with all the information about a customer in one central place by configuring the Customer Information and Customer History views for Customer Central.") * [Use Customer Central](https://www.servicenow.com/docs/3IqmnHm9ZLBzL3yQ702Fxw "Get a quick overview of key customer information and recent customer activity to help you find out more about the customer contacting support.")