Customer History component features

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

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

    Search

    The Search field introduces keyword-based search functionality allowing agents to retrieve activities such as interactions, cases, and work orders by typing keywords or partial matches.

    Agents can type a keyword or partial matches to find relevant results. For example, typing connect displays cases with terms like connect, connected, or connection.

    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    Facets have been replaced by a filter icon.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 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 allows 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 allows agents to optimize their workspace based on their needs.