Customer Central provides customer service agents with all the information about the customer in one central place. It enables them to quickly zoom in on the customer issue and provide efficient and supportive service to their customers.

When a customer calls in to or initiates a chat with support, it is routed to a customer service agent, who accepts the call or chat. An interaction record is created and on this record, customer service agents can view customer central in the form of two views: Customer Information and Customer Activity.

Customer Information view

The Customer Information view displays key information about the customer and a view of all recent customer touch points with the service organization. It contains a number of predefined lists, records, reports, and report groups that are highly configurable, or you can create your own. You can also configure the number of days to display the data for.

Customer Activity view

The Customer Activity view displays all the recent customer touch points with the service organization in the form of an activity feed. On the left hand side, there are facets, or categories of information. The data in the activity feed is displayed based on the facet you select. It contains a number of predefined facets and activities that are highly configurable, or you can create your own. You can also configure the number of days to display the data for.