---
name: customer-context-view
description: Build a unified 360-degree customer view that aggregates data from CRM, billing, product analytics, and support history for agents. Use when designing customer dashboards, integrating multiple data sources, configuring agent sidebars, building customer timelines, or improving first-contact resolution through better context. Triggers on phrases like "customer 360 view", "unified customer profile", "customer context", "agent sidebar", "customer timeline", "360-degree view", "customer data aggregation", "single pane of glass".
---

# Unified Customer Context View

Provide agents with a complete 360-degree view of customer information in one interface.

## Workflow

### Customer View Architecture

Trigger: New help desk deployment; agent productivity initiative; data source integration:

1. **Data source inventory**: Map all customer data sources (CRM, billing, product analytics, support history, marketing, sales notes); identify unique identifiers (email, account ID, company domain); assess data freshness (real-time vs. batch).
2. **Schema design**: Define unified customer profile schema — contact info, account details, subscription, usage metrics, support history, health score, flags; design timeline event schema.
3. **Integration development**: Build connectors for each data source; configure real-time sync (CRM, billing) vs. daily batch (analytics); implement API rate limiting and caching strategy.
4. **UI design**: Design sidebar/tabs layout — summary, tickets, activity, billing, usage, notes; prioritize most-used data in primary view; progressive disclosure for details.
5. **Quick actions**: Define agent actions from customer view — create ticket, send email, apply credit, escalate, change plan, schedule call; configure approval workflows for sensitive actions.
6. **Performance optimization**: Implement caching (customer profile cached for 5 minutes); lazy-load heavy data (full ticket history loads on demand); optimize initial load time (< 2 seconds).
7. **Testing and launch**: Validate data accuracy across sources; test with 50+ customer profiles; measure agent time-to-context (target < 30 seconds); gather agent feedback.
8. **Continuous improvement**: Add new data sources quarterly; optimize layout based on agent usage analytics; retire unused fields.

### Customer Profile Schema

```
UNIFIED CUSTOMER PROFILE — DATA MODEL
========================================

Section 1: Contact Information
  Name: John Smith
  Email: john.smith@example.com
  Phone: +1-555-0123
  Company: Example Corp
  Job Title: VP of Engineering
  Timezone: EST (UTC-5)
  Language preference: English
  Communication preference: Email > Chat

Section 2: Account Details
  Account ID: ACC-12345
  Account tier: Enterprise (since 2023-06-15)
  Plan: Enterprise Pro — $5,000/month
  Billing cycle: Monthly
  Contract end: 2025-12-31
  Renewal probability: 85%
  Lifetime value: $180,000

Section 3: Subscription & Billing
  Current invoice: $5,000 (due 2025-01-15)
  Payment status: Current
  Last payment: 2024-12-15 — $5,000 (successful)
  Failed payment attempts: 0 (last 12 months)
  Outstanding balance: $0
  Credits on account: $200 (SLA credit from 2024-11 outage)
  Discount: 10% annual commitment discount
  Billing contact: finance@example.com

Section 4: Support History
  Total tickets (last 12 months): 23
  Open tickets: 1 (created 2025-01-10, P2)
  Average resolution time: 8.2 hours
  CSAT average: 4.6/5.0
  Last ticket: "API rate limiting issue" (resolved 2025-01-08, 4 hours)
  Ticket trend: ↓ declining (was 35 last year)
  Escalation rate: 13% (1 of 8 tickets escalated)

Section 5: Product Usage
  Active users in account: 47 (of 100 seats — 47% utilization)
  Last login: 2025-01-14 (2 days ago)
  Features used: 12 of 20 (60% adoption)
  Most used feature: Dashboard (daily)
  Unused high-value features: API access, integrations, reporting
  Usage trend: → stable (no significant change last 30 days)

Section 6: Health Score
  Overall health: 78/100 (Green — Low risk)
  Billing health: 100/100 (no payment issues)
  Engagement health: 72/100 (usage stable but declining)
  Support health: 85/100 (low ticket volume, high CSAT)
  Renewal risk: Low (85% probability)
  Last health review: 2025-01-01

Section 7: Flags & Alerts
  ☑ VIP account (Top 10% by revenue)
  ☑ Churn risk: Medium (engagement declining)
  ☐ At-risk account
  ☐ Contract renewal due (within 90 days)
  ☐ Open escalation
  ☐ Legal hold

Section 8: Timeline (last 30 days)
  2025-01-14: Last login (John Smith)
  2025-01-12: Invoice #INV-789 paid — $5,000
  2025-01-10: Ticket #4567 opened — "API rate limiting" (P2)
  2025-01-08: Ticket #4567 resolved (4 hours, CSAT: 5/5)
  2025-01-05: QBR scheduled for 2025-01-20
  2025-01-03: Usage alert: API calls down 15% vs. prior month
```

### Quick Actions Configuration

```
AGENT QUICK ACTIONS — FROM CUSTOMER VIEW
==========================================

Tier 1 — No approval needed:
  - View full ticket history
  - Create new ticket (pre-filled with customer data)
  - Send templated email
  - View billing history
  - Add internal note
  - View product usage details
  - Export customer data (GDPR request)

Tier 2 — Supervisor approval:
  - Apply billing credit (up to $500)
  - Extend trial period
  - Change plan tier (downgrade)
  - Pause billing
  - Mark account as VIP
  - Override SLA

Tier 3 — CFO/VP approval:
  - Apply billing credit (>$500)
  - Waive late fees
  - Offer discount/rebate
  - Contract modification
  - Plan upgrade (with pricing change)
  - Refund (>$1,000)

Action Logging:
  All Tier 2+ actions logged with: agent ID, timestamp, reason, amount, approver
  Monthly audit of all credit/discount actions
  Quarterly review of action patterns by agent
```

## Edge Cases

- **Data conflicts across sources** (CRM says "Enterprise", billing says "Pro"):
  - Strategy: Define source of truth per data field (CRM = contact info; billing = subscription; product = usage); show conflicts prominently with "⚠️ Data discrepancy" warning
  - Resolution: Agent can flag discrepancy; auto-create data cleanup ticket
  - Monitoring: Weekly report on data conflicts; target < 2% of profiles

- **Data freshness** (product analytics updated daily, not real-time):
  - Label: Show "Last updated: [timestamp]" for each section
  - Caching: Cache profiles for 5 minutes; invalidate on ticket creation/update
  - Real-time vs. batch: CRM and support data real-time; analytics daily; billing near-real-time (15 min)
  - Agent awareness: Train agents on data freshness; "Usage data may be up to 24 hours old"

- **Large customer accounts** (1000+ tickets, 500+ users, complex billing):
  - Performance: Paginated ticket history (load 25 at a time); summarized usage metrics instead of per-user detail
  - Organization: Group users by team/department; show aggregate metrics with drill-down
  - Navigation: Quick search within customer profile; jump to specific section via URL hash
  - Load time: Progressive loading — summary loads in < 2 seconds; full detail in < 5 seconds

- **Multi-account customers** (same person, multiple companies or personal + work accounts):
  - Detection: Match by email domain; flag when multiple accounts share same email or phone
  - Display: "Related accounts" section; agent can switch between accounts
  - Privacy: Never show personal account data when viewing work account (and vice versa) unless explicitly linked
  - Sales context: Important for upsell/cross-sell opportunities

- **GDPR and data privacy** (customer requests data export or deletion):
  - Data export: Quick action to generate GDPR-compliant data export (all 8 sections); auto-deliver within 30 days
  - Data deletion: Quick action to flag for deletion; triggers deletion workflow across all 8 data sources; 30-day grace period
  - Access control: Only authorized agents can view sensitive sections (billing, health score); log all profile views
  - Anonymization: After deletion, profile shows "Account deleted — [date]" with no PII

## Integration Points

- **CRM**: Salesforce, HubSpot, Pipedrive — contact info, company data, sales notes, deal history
- **Billing**: Stripe, Chargebee, Recurly — subscription, invoices, payments, credits
- **Help desk**: Zendesk, Freshdesk, Intercom — ticket history, CSAT, agent notes
- **Product analytics**: Mixpanel, Amplitude, Segment — usage data, feature adoption, login frequency
- **Customer success**: Gainsight, Totango, Planhat — health score, QBR notes, engagement metrics
- **Marketing**: Marketo, HubSpot — campaign history, lead source, communication preferences
- **Communication**: Twilio, SendGrid — email/SMS history, delivery status
- **Authentication**: Auth0, Okta — login history, MFA status, account security
- **Data warehouse**: Snowflake, BigQuery — unified data aggregation, historical trends
- **API gateway**: Kong, Apigee — rate limiting, caching, API management