Display Customer History in the Agent Interface

Follow the steps below to display customer data held in the AEP in your Salesforce Core agent interface.

Step 1: Add the Customer History Example Panel to your Salesforce Entity

In Salesforce Core, add the Customer History Example Panel to your agent interface. This panel provides agents with information about a customer's recent activity history, that might be relevant to the current conversation.

You should have already completed this step as part of your initial setup.

Step 2: Create a Customer History Data Adapter

In MXO, create a Customer History Data Adapter. Use the following details:


Field	Description
Name	CustomerHistory
Action Filter	all
Number of Events	Leave the default
Aggregate	Not set

Step 3: Create a Pull Data Structure

In MXO, create a Pull Data Structure. This contains details about the customer history information you want to display in your agent interface.

Tip: The structure you create for customer activity history must adhere to a strict format, as shown below. This format reflects the data attributes contained in the Customer History Data Adapter.

Use the following details:


Field	Value
Name	History
API Name	history

Set up the following structure:


Type	Name	Value
List Node	entries	CustomerHistory
Data Attribute	touchpoint	Touchpoint name
Data Attribute	action	Action name
Data Attribute	actionResult	Action Result
Data Attribute	timestamp	Timestamp
Data Attribute	viewOrClick	View or click
Data Attribute	interaction	Interaction name
Data Attribute	recognitionStatus	Recognition Status
Data Attribute	Proposition	Proposition name
Data Attribute	activityType	Activity Type
Data Attribute	occurrences	Event count
Data Attribute	lifecycleStage	Lifecycle Stage

The completed Data Structure should look as follows:

How Do I - Structure Customer Activity History

Step 4: Publish Your Changes

In MXO, publish your changes to push them to your live environment.

Step 5: Check that Customer History Information is Displayed in the Agent Interface

In Salesforce Core, check whether or not customer history information is displaying correctly in the agent interface by viewing that information for an individual contact record.

Navigate to the page containing the widgets and provide your MXO login credentials when requested.