Extension points in Telecommunications Customer 360

Release version: Australia

Updated April 22, 2026

2 minutes to read

Summarize

Summarized using AI

Summary of Extension points in Telecommunications Customer 360

Telecommunications Customer 360 provides scripted extension points that allow ServiceNow customers to customize the display and behavior of cards on the Customer 360 consumer page. These extension points enable tailored data presentation and interaction logic to better fit specific business requirements within the telecommunications context.

Show full answer Show less

Accessing these extension points is done by entering sysextensionpoint.list in the application navigator. Multiple implementations can be created per extension point, with execution order determined by an assigned order number—the lowest number executes first.

Key Features

ContactCardDataProvider: Customize fields shown on the Contact card, override card titles and avatars, and control editability based on account, consumer, or contact records.
InsightCardDataProvider: Configure the Customer insight card, including the Now Assist skill setup and whether AI-generated insights trigger automatically on load.
DataVisualizationDataProvider: Define which reports appear on the Data visualization card and how context record values map to report filters, including adding custom filter logic.
BillingsDataProvider: Modify how billing accounts and invoices are retrieved and displayed, including linking logic, invoice filtering, sorting, and display of amounts and statuses.
ProductsServicesDataProvider: Customize retrieval of product inventory data, filtering options, and change order creation on the Products & Services card.
AllTasksDataProvider: Control which task tables appear on the All tasks card and customize available actions, filters, and create action configurations.
ProductsRelatedDataProvider: Add custom pill types to product rows representing related records like cases or incidents linked to sold products.
CardViewModel: Manage visibility of specific cards on the Customer 360 workspace by defining matching logic and visibility conditions.
VoiceInteractionDataProvider: Customize Customer 360 page behavior when accessed as a subpage from voice interactions, including enabling alternate consumer lookup flows and hiding cards or layout columns.

Practical Use for ServiceNow Customers

By leveraging these extension points, customers can precisely tailor the Customer 360 experience to their telecommunications business needs, enhancing user productivity and data relevance. Customizing cards’ data, appearance, visibility, and interaction behaviors helps deliver a more intuitive and context-aware interface for agents and users.

Implementations can be prioritized with order numbers, allowing multiple customizations to coexist and execute predictably. This flexibility supports ongoing adaptation as business requirements evolve.

Use scripted extension points to configure the display of the cards on the Telecommunications Customer 360 consumer page.

To access the available extension points, type sys_extension_point.list in the application navigator and select Enter. You can create multiple implementations for each extension point and provide an order number for each implementation. The implementation that has the lowest order number is executed.

Table 1. Telecommunications Customer 360 extension points
Extension point	Description
sn_telecom_c360.ContactCardDataProvider	Control the data displayed on the Contact card for an account, consumer, or contact record. You can customize which fields appear, override the card title and avatar logic, or change how the editable state is determined.
sn_telecom_c360.InsightCardDataProvider	Control the configuration for the Customer insight card and shows AI-generated insights. You can customize which Now Assist skill configuration is used and whether insights are triggered automatically when the card loads.
sn_telecom_c360.DataVisualizationDataProvider	Define which reports appear on the Data visualization card and how context record values are mapped to report filters. You can add custom filter logic or support filter types not handled by the default implementation.
sn_telecom_c360.BillingsDataProvider	Customize how billing accounts and invoices are retrieved for the Billings card. You can change how billing accounts are linked to the context record, add custom invoice filtering or sorting logic, or adjust how invoice amounts and statuses are displayed.
sn_telecom_c360.ProductsServicesDataProvider	Customize how the Products & services card retrieves product inventory data, applies filters, and creates change orders. You can add support for different product tables, change how filter options are built, or modify the change order creation logic.
sn_telecom_c360.AllTasksDataProvider	Customize which task tables appear on the All tasks card and what actions are available in the card header. You can add or remove task tables, apply custom filters, or change the create action configuration.
sn_telecom_c360.ProductsRelatedDataProvider	Add custom pill types to individual product rows on the Products & Services card. Each implementation provides data for one type of related record (such as cases or incidents) linked to a sold product.
sn_telecom_c360.CardViewModel	Control whether a specific card is visible on the Customer 360 workspace. Implement isMatch to identify which card your view model applies to, and implement isVisible to define the conditions under which that card should be shown. By default, any card with no matching view model is visible.
sn_telecom_c360.VoiceInteractionDataProvider	Control the behavior of the Customer 360 record page when it is opened as a sub page from a voice interaction. Implement the provided methods to customize whether the consumer lookup alternate flow is enabled, and which cards or layout columns are hidden in the voice interaction sub page context.