Use Customer Central

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Get a quick overview of key customer information and recent customer activity to help you find out more about the customer contacting support.

    Before you begin

    Role required: sn_customerservice_agent

    If using the Walk-up Experience for business locations: sn_customerservice.svc_location_agent, sn_customerservice.svc_location_manager, or sn_customerservice.svc_location_consumer_agent.

    About this task

    Note:
    This task applies to both CSM Configurable Workspace and CSM Agent Workspace.

    If you are using CSM Agent Workspace and Customer Central is activated on your instance, you can click the Customer Information and Customer Activity tabs from within the Interaction record.

    If you are using CSM Configurable Workspace, you can access Customer Central from within the Interaction, Contact, Account, or Consumer records.

    Use customer central to get a quick insight into key customer information and recent activity from the customer, who is contacting support. You can filter by date or facet to access the information you require.
    Note:
    Accounts require contact information to display account information in Customer Central.

    Procedure

    1. Open your workspace.
    2. On the Interaction, Contact, Account, or Consumer record, select Customer Information to view key information on the customer.
    3. On the Interaction, Contact, Account, or Consumer record, select Customer Activity to view recent activity from the customer or chat summary between the agent and customer.
    4. Create a case or close the record.