Customer Context Gadget: View Activities and Requests in the Customer Journey

The customer journey shows interactions between the customer and your organization and provides context to customer requests.

  1. Select a customer from the open list in the customer management pane.

      

    Select a customer from the recent list to move them to the open list. You can also select a customer from the search results to move them to the open list. Click the open, recent, or search icons to change lists.

    The open, recent, and search icons in the customer management pane..

    The customer journey displays all previous customer requests and activities.

  2. Select an activity in the customer journey.

    The Customer Context gadget displays information on the selected activity as well as the request associated with the selected activity. If an activity is not associated with a request, you may want to move the activity to a request. For more information, see Move an Activity.

    When you select an activity, you are shown activity information including:

    • Additional activity details

    • Activity tags

    • Comments associated with the activity

    • Time of customer activity

    When you select an activity, you are shown request information including:

    • Request title

    • Request details

    • Request status

      

    You can also hover over a request or an activity in the customer journey to view the available information.

Was this article helpful?