View customer cases in Agentic Contact Center for Banking

task australia Updated Sep 10, 2026 2 min read view-cases.md

Review service cases for a customer's account in the Customer 360 page to understand account activity and any open or historical service requests.

Before you begin

Role required: sn_fso_csr.business_agent, sn_fso_csr.personal_agent

Procedure

Open a consumer or account record.
Navigate to the Cases section to review service cases associated with the customer.

Cases are sorted by date and time by default, with the most recent first. Each row shows the case number, date and time, service definition, status, and assigned agent.
To filter the case list, use the filter options to narrow cases by one or more criteria.
- Case number
- Service
- State
- Assignee
To change the sort order of the case list, select a column header to sort by case number, date and time, case type, case status, or assigned agent.
Select the case number to open the case record.

Result

The case record opens in a new tab.

Parent Topic:Using Agentic Contact Center for Banking

View customer accounts and transactions in Agentic Contact Center for Banking

Summarize a banking customer profile with AI

Generate customer insights in the Customer 360 page

Keywords view banking customer casesbanking service casesbanking customer 360 pagebanking customer 360 filter casesbanking customer 360 sort casesbanking customer 360 open case recordbanking customer 360 case numberbanking customer 360 account activitybanking customer 360 historical service requests

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---
title: View customer cases in Agentic Contact Center for Banking
description: Review service cases for a customer's account in the Customer 360 page to understand account activity and any open or historical service requests.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/financial-services-operations/view-cases.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [view banking customer cases, banking service cases, banking customer 360 page, banking customer 360 filter cases, banking customer 360 sort cases, banking customer 360 open case record, banking customer 360 case number, banking customer 360 account activity, banking customer 360 historical service requests]
breadcrumb: [Use, Agentic Contact Center for Banking, Banking applications, Financial Services Operations \(FSO\)]
---

# View customer cases in Agentic Contact Center for Banking

Review service cases for a customer's account in the Customer 360 page to understand account activity and any open or historical service requests.

## Before you begin

Role required: sn\_fso\_csr.business\_agent, sn\_fso\_csr.personal\_agent

## Procedure

1.  Open a consumer or account record.

2.  Navigate to the **Cases** section to review service cases associated with the customer.

    Cases are sorted by date and time by default, with the most recent first. Each row shows the case number, date and time, service definition, status, and assigned agent.

3.  To filter the case list, use the filter options to narrow cases by one or more criteria.

    -   Case number
    -   Service
    -   State
    -   Assignee
4.  To change the sort order of the case list, select a column header to sort by case number, date and time, case type, case status, or assigned agent.

5.  Select the case number to open the case record.


## Result

The case record opens in a new tab.

**Parent Topic:**[Using Agentic Contact Center for Banking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/using-agentic-contact-center-for-banking.md)

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[View customer accounts and transactions in Agentic Contact Center for Banking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/financial-services-operations/view-customer-accounts-and-transactions.md)

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