0
29.0.1
Zurich, Yokohama
A timeline-centric view that provides a chronological record of customer actions, including research efforts and follow-ups. This enables agents to track and understand the progression of a customer's journey with precision.
Responsive - Adapts seamlessly to smaller spaces without compromising on user experience.
Search - Enables agents to efficiently search any record/text within Customer History.
Recent Searches- Allows agents to quickly access recently searched items through a convenient dropdown.
Filter Feature - Provides an alternative to facets, optimizing screen real estate in compact layouts.
Open/Resolved Filter Options- New filters enable agents to narrow case results more effectively.
Case Status – Case status included in the meta description enable agents to quickly identify the current status of a case.
Date filter – Enables agents to filter results for specific period.
- The Customer History view updates in real time. When an agent adds a new case or interaction, a new activity is created. If another agent has the same customer record open, the view automatically refreshes to show the new activity.
- Activity type background icon colour can be configured for the Customer History view
- The Activity time period field in the Customer History component allows admins to define how customer activities are grouped for agents in the CSM Workspace. By default, activities appear by day, but you can change this to group them by quarter or by year.
- The Show with activity creation date property, available in UI Builder, allows admins to control how timestamps are displayed in the Customer History tab.
Zurich compatible