--- 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 relevant customer information into a single, accessible location for customer service and location agents using ServiceNow Customer Service Management (CSM). It helps agents quickly identify and address customer issues by providing two main views within the CSM Configurable Workspace: Customer Information and Customer History. Show full answer Show less ## Key Features * **Customer Information view:** Displays key customer details and recent interactions with the service organization. It includes configurable lists, reports, and can be customized for specific data ranges. * **Customer History view:** Shows a detailed activity feed of recent customer touchpoints, with options to filter or facet data for more targeted information retrieval. This view is also configurable and supports date range selection. * **Chat Summarization:** Agents can view AI-generated summaries of chat interactions instead of full transcripts, enabling faster understanding of past conversations. This feature requires the ServiceNow Otto for CSM and UXC Generative AI plugins. If unavailable, full transcripts are shown. * **Customer History component:** Displays history information for customers, consumers, or accounts, based on interaction record fields. It includes search, filters, and date range selectors. This component appears on various record pages such as front-line case pages and CSM voice interaction records, and can be configured via UI Builder by administrators. * **Call Transcript tab:** Optionally displays live call transcripts within the Customer History component when a conversation record exists. Visibility depends on provider application configuration. ## Practical Use and Configuration Customer Central is activated along with CSM Configurable Workspace and Customer Service plugins. Starting from the Yokohama release, Customer Central is delivered through the ServiceNow Store, allowing customers to access ongoing enhancements via the Customer Central store app. Administrators can customize the Customer History component and other views to fit their organizational needs using UI Builder. The application supports efficient customer service workflows by centralizing data and leveraging AI to enhance agent productivity. ## Key Outcomes * Faster resolution of customer issues through centralized and comprehensive customer data views. * Improved agent efficiency via AI-generated chat summaries reducing the need to review full transcripts. * Flexible and configurable interface that adapts to specific business needs and data requirements. * Seamless integration with CSM Configurable Workspace and related ServiceNow plugins, ensuring a consistent agent experience. 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 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 CSM Configurable 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 CSM Configurable 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 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 {#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.")