Customer History component features

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Customer History Component Features

    The Customer History component in ServiceNow allows customer service agents to efficiently access and manage customer, consumer, or account history. Key functionalities include searching, filtering, and viewing customer data directly within the case page, enhancing the agent's ability to provide timely and informed service.

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    Key Features

    • Search Functionality: Agents can perform keyword-based searches for interactions, cases, and work orders, with the search bar automatically appearing on specific pages. The search can be initiated using keywords or partial matches.
    • Filtering Options: A filter icon allows agents to quickly narrow down case data. Agents can select facets or filters to refine search results; however, only one facet can be selected at a time.
    • Customer History Access: The component is integrated into the Front-line case page, enabling agents to view customer details without leaving the case context.
    • Cases Facet Enhancements: The Cases facet is divided into Open and Resolved Cases, improving categorization for quicker access to relevant case information.
    • Resizable Layout Blocks: Agents can adjust panel sizes for better visibility on record pages, allowing customization of their workspace.
    • Real-Time Updates: The Customer History view refreshes automatically to include new activities without manual page refreshes, ensuring agents have the latest information at their fingertips.
    • Time-Based Filtering: Agents can filter activities by specific time periods (day, month, quarter, year) based on admin configurations, allowing for a detailed view of customer interactions over time.

    Key Outcomes

    By utilizing the Customer History component, ServiceNow customers can expect improved efficiency in case management, enhanced visibility into customer interactions, and more streamlined communication among agents. This leads to better customer service and quicker resolution of issues, ultimately enhancing the overall customer experience.

    Customer service agents can use several features in the Customer History component to view customer, consumer, or account history information.

    Search

    The search icon lets agents perform keyword-based searches to find activities such as interactions, cases, and work orders by entering keywords or partial matches. For example, entering connect displays cases with terms like connect, connected, or connection.
    • The search bar appears automatically when the page loads on these pages, Front-line case page, CSM default record page, and Default Interaction page.
    • The search bar is hidden by default on all other pages. Select the search icon anytime to show or hide it.

    Customer History search bar

    Filter

    Agents can use the filter icon next to the search bar to quickly filter and view relevant case data. Selecting the filter icon displays the results in the Customer History component.

    Customer History filter feature

    Facets have been replaced by a filter icon. If the Enable facets check box is selected in UI builder, the system displays facets on the left of the CSM voice interaction record page. If this check box is not selected, the system displays a filter icon. Selecting the filter icon displays the selectable facets.

    When an agent selects a facet:
    • The selected facet name appears below the search bar and the system displays the current results.
    • Selecting a new facet replaces the current results with the new facet's results.
    • Only one facet can be selected at a time.
    Note:
    • For new customers: Filter icons are displayed by default.
    • For existing customers: Facets or filters appear based on screen size.

    Customer History access 

    Starting with the Yokohama release, the Front-line case page includes the Customer History component. This component ensures that agents can easily view customer details without navigating away from the case page.

    Select the Customer History tab in the contextual side panel to access customer history.

    Customer History component

    Cases facet

    The Cases facet has been updated to improve case categorization for agents. This helps agents quickly filter the cases based on their status directly within the Customer History component.

    Cases Facet screen showing cases, open cases, and resolved cases

    The facet is divided into two subcategories: 
    • Open Cases 
    • Resolved Cases 

    Resizable layout blocks

    The Resizable Layout Blocks  feature enables agents to adjust the size of page panel for better visibility. Agents can resize any block (left, center, or right) by following these steps:
    1. Click the edges of the block. 
    2. Drag to adjust the size as needed.

    This feature is available across record pages in CSM Configurable Workspace and enables agents to optimize their workspace based on their needs.

    Real-Time updates in Customer History

    The Customer History view updates in real time. When an agent adds a new case or interaction, a new activity is created. If another agent has the same customer record open, the view automatically refreshes to show the new activity. You don’t need to refresh the page manually.
    Note:
    • The view refreshes only for new activities created in the [sn_actsub_activity] table that are linked to the currently open customer record.
    • Changes to existing records or knowledge articles do not trigger a refresh.
    • The view updates only for the specific record that you're viewing. For example, if you’re viewing a contact, updates to the associated account won’t appear unless you open the account record directly.
    • Real-time updates are supported only on the Front-line case page and CSM default record page.

    Filter activities by time

    Agents can use the date range icon to filter customer activities by day, month, quarter, or year-based on the configuration set by the admin. The date range icon appears next to the search bar:
    • If Day is configured, select a specific date to view activities for that day.
    • If Month, Quarter or Year is configured, activities appear grouped by the selected time. The activity list updates based on the selected filter.