Configuring the Customer History component

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Configuring the Customer History component

    The Customer History component in ServiceNow’s Yokohama release allows admins to tailor customer activity data display and behavior on key pages such as the Front-line case page and Customer Service Management (CSM) default record page. This configuration enhances user experience by automating refreshes, customizing titles and icons, and improving page layout management, ensuring agents access relevant customer history efficiently.

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    Key Features

    • Refresh Requested Property: Automatically refreshes the component when related customer data changes, capturing the last refresh timestamp. Admins can enable this on Front-line case pages and CSM default record pages through UI Builder or Customer Central, and customize refresh behavior using event handlers.
    • Customizable Header Title: Admins can rename the Customer Activity section title directly via component visibility settings, applying changes across all pages using the component.
    • Show Bordered Icons Option: Provides control over icon border visibility, allowing admins to toggle bordered icons on or off according to UI preferences.
    • Page Design Drag-and-Drop Interface: Simplifies page layout customization by enabling admins to add, move, and resize components directly on the page without navigating tabs. The Customer History component is accessible in the content toolbox for easy placement.
    • Presets for Customer History Display: Two new presets are available on the Front-line case page to optimize how customer data loads and displays, including a lazy load option. Presets can be selected through UI Builder and help maintain default field values to avoid errors.
    • Empty State Handling: The component now clearly indicates when no customer activity exists (“No activities found”) or when no customer context is selected (“No customer identified yet”). Admins can configure prompts to encourage agents to add missing account or contact information, improving data completeness during case handling.

    Practical Benefits for ServiceNow Customers

    • Eliminates manual refreshes by automatically updating customer history data in response to changes.
    • Allows UI customization to align with organizational terminology and branding through header title and icon border options.
    • Makes page layout adjustments straightforward with drag-and-drop design, reducing configuration complexity.
    • Enhances data integrity and user guidance by managing empty states and prompting for missing customer information.
    • Improves agent efficiency by enabling tailored data display presets and ensuring consistent field values.

    Users with admin role can configure several properties for the Customer History component.

    Refresh requested

    The Customer History component refreshes automatically when the account, contact, or consumer is updated on a record, eliminating the need for manual page refreshes.

    The Refresh requested property captures the last refresh timestamp and triggers events such as Context Refresh Requested whenever the value changes. Admins can configure custom event handlers to adjust the refresh behavior as needed.Refresh Requested

    This property can be set for the following record pages:

    • Front-line case page
    • CSM default record page
    To configure this property on the Front-line case page:
    1. Navigate to All > Now Experience Framework > UI Builder.
    2. Select the CSM/FSM Configurable Workspace experience.
    3. Open the Front-line case page, click the Customer History component.
    4. Navigate to the Properties panel.
    5. Enable the Refresh Requested property to capture the last refresh timestamp.
    6. Add or modify event handlers under the Events tab to customize the refresh behavior.
    To configure this property on the CSM Default Record page:
    1. Select Customer Central.
    2. Open the Customer Activity section.
    3. Navigate to the Properties panel.
    4. Enable the Refresh Requested property to capture the last refresh timestamp.
    5. Add or modify event handlers under the Events tab to customize the refresh behavior.

    Header title

    The Customizable Customer Activity Title feature allows admins to rename the Customer Activity title directly from the interface.

    To change the title: 
    1. Navigate to the Component visibility settings in the right navigation pane.
    2. Edit the Header title property to change the title according to user preferences.

    This customization option is available on all pages where the Customer History component is used.

    Show bordered icons

    The Show bordered icons check box allows admins to customize icon borders in the interface.Show bordered option
    • Set to true: Enables bordered icons
    • Set to false: Disables bordered icons

    Admins can adjust this setting based on their preferences.

    Page design

    The Page Design feature introduces a drag-and-drop interface for easier customization of page layouts. Admins can add, position, and resize components directly on the page without using tabs.

    To use this feature:
    1. Click +Add Content on the left navigation pane.
    2. In the toolbox window that appears, type Customer activity component and then select and drag it.

    The Customer History component is now available in the toolbox.

    Presets

    Admins can choose from two new presets for the Customer History component on the Front-line case page to better manage how customer data is displayed.
    • Customer activity for record page with lazy load
    • Customer activity for record page
    To apply a preset:
    1. Navigate to All > Now Experience Framework > UI Builder.
    2. Select the CSM/FSM Configurable Workspace experience.
    3. Open the Front-line case page and select the Customer History component.
    4. Select the existing preset in the configuration panel.
    5. In the Select a preset window, choose All under Controller to view available presets.
    6. Select one of the new presets to update how customer activity is displayed.

    Default values are set for all fields to prevent errors by ensuring that fields are never left null or empty.

    New empty state for context fields

    New empty state for context fields

    On the agent side, when viewing a case, customer history or activity data loads automatically if available. If there’s no activity, the system shows “No activities found”. If no account, contact, or consumer is selected, it displays “No customer identified yet”. This behavior is part of the empty state feature, guiding users to select or add context (account, contact, or consumer) to proceed.

    Admins can now configure cases to handle scenarios where customer contact or name fields are empty. Instead of leaving the fields blank, the system prompts users to add the relevant account or contact information.