This article will walk you through how to configure the Customer 360 Summary which can be found in the Customer 360 Details view, Account Widget and Opportunity Widget.

Customer 360 Summary Section

The summary section will display the following fields and widgets by default.

Fields  

  1. Status
  2. Industry
  3. ASV/ARR
  4. Orig. Contr. Date
  5. Renewal Date
  6. Lifetime in Months

Widgets

  1. Active Users
  2. Health Score
  3. NPS
  4. Open Support Cases
  5. Open Calls to Action

Configuration

To configure this section:

  1. Navigate to Adminsitration > CS360 Layouts.
  2. Click the Pencil icon of the layout where you want to add/modify the Summary section. Otherwise, create a new layout to include this section. For more information, refer to Configure Custom CS360 Layouts.
  3. Drag-and-drop the Summary section in the right pane.
  4. Hover over the dropped Summary section to reveal the Pencil, Gear, and Delete icons:
    • Click the Pencil icon to edit the section label or the Show in options
    • Click the Configuration gear to configure the Fields and Widgets in the section

The following image shows the Fields configuration in the Summary section. 

Note: For numeric and currency fields, Admins can choose to display decimal values. Formatting options are provided for every number and currency field. You can set these options in the Relationship card view and R360 Attributes. With this enhancement, numeric and currency fields are not rounded off to the nearest integer.

The following image shows the Widget configuration in the Summary section.

  1. Click SAVE.

Notes:

Up to 6 fields can be displayed in the Summary. You will be able to pick  fields from Account and Customer Info Objects. A field can be dragged into the fields list at the far left or into the widget area.

The following field types are not supported in Summary:

  • Comments or Long Text
  • Multi Select Picklist
  • Standard Fields (Geo Location, Jigsaw, ID, etc.)

Widgets are pre-designed cards that are designed to display a certain metric. Widgets can be dragged into the big rectangles as seen above.

Currently we have 5 pre-designed widgets:

Widget: Users

The Users widget looks at usage indicator in the Usage Configuration section, as well as any Custom Labels applied. This section uses the following calculation

(Total Measure Value for last loaded data (at account level)) / Total user from Customer (User__c from CustomerInfo__c)) * 100

e.g. For month of August "All logins" (measure selected as Usage Indicator) is 900 and Total users (from customers object Users__c field) is 1000. Then Usage% is (900/1000)*100 = 90%

Widget: Health Score

The Health Score widget shows the health score as well as a trend line. If Scorecards are not enabled in your org, this widget wil not appear.

Widget: NPS

The NPS widget shows the average rating form the most recent survey, and a trend line of the average ratings across the last several surveys.

View NPS Score or Average NPS Score(in NPS Widget or Surveys Layout)Admins can choose to display either the NPS Score or Average NPS Score on the NPS widget or Surveys layout. The NPS Widget can be added to the CS360, R360, and Zendesk. 

  1. Navigate to Administration > C360 Layouts, or Administration > Relationships
  2. Click + LAYOUT or edit an existing layout (for relationships, click Card View). 
  3. In a layout section, click Configure (gear icon). The Configure Section dialog appears. 
  4. Add an NPS widget. 
  5. On the NPS widget, click the Settings icon. 

  1. In the NPS Score Settings dialog, select an option: 
    1. NPS Score: You can select a time period for which the NPS score will be calculated. 
    2. Average NPS Score: The average NPS score is displayed (no change from previous release). 
  2. Click APPLY. The NPS score selected here will be visible in the Customer 360 or Relationship 360 Summary sections. 

Widget: Open Cases

By default the Open Cases widget shows the number of support cases housed in the Salesforce Case Object where status is not closed.

You can point to another object or change the parameter by changing the simple query we have in place. To do this, from the Salesforce Developer Console you will query the widgets using the following query:  

Select id, name, JBCXM__Active__c, JBCXM__QueryOption__c, JBCXM__SystemName__c, JBCXM__Title__c from JBCXM__Widgets__c

Edit the JSON in JBCXM__QueryOption__c of the Widget titles ‘Open Cases’ to make changes.

If for example, you wanted to point to the Zendesk object you would replace the JSON with the following and then click save:

{"AccountlookupName":"Zendesk__Organization__c","fieldSet":{"objectName": "Zendesk__Zendesk_Ticket__c","name": "Id","label": "Id","graphType": "","aggType": "COUNT","aliasName": "","fieldType": "ID"},"filterConditions": [{"name": "Zendesk__Status__c","value": "('Solved','closed')","objectName": "Zendesk__Zendesk_Ticket__c","fieldType": "PICKLIST","operator": "x"}]}

Widget: Open Calls to Action

This Open Calls to Action widget shows the number of open Risks, Events, Opportunities for the account across all owners.