Configure the Customer Information view using CSM Agent Workspace
Configure the display of the Customer Information view using the CSM Agent Workspace.
Before you begin
Role required: csm_guided_setup_user or admin
About this task
The Customer Information view displays all touch points that a customer has had with a contact center in the form of information cards.
Note: The following steps can be used to configure the Customer Information view in the CSM Agent Workspace. This is the workspace that is configured using the ServiceNow AI Platform interface.
Procedure
Navigate to All > Customer Service > Administration > Guided Setup.
On the Getting Started page of the guided setup, select Get Started
In the Customer Central - Customer Information category, view the list of tasks to configure the feature.
Task Description Configure your settings for the Customer Information view Set the Customer Central properties as required. Configure customer information lists Configure the lists to display on the Customer Information view. For example, a list can be recent cases or recent chat interactions. Configure customer information reports Configure which reports to display on the Customer Information view. Configure customer information records Configure the records to display on the Customer Information view. For example, a record could provide information on the contact or consumer. Configure customer information report groups Configure the groups of reports to display in a single section on the Customer Information view. Configure customer information contexts Associate each list, record, report, and report group configuration you created with a consumer or contact context, depending on who you want to display the information for. To perform a task, select Configure.
This button opens the page in your instance where the configuration is completed.