If your administrator has enabled it for you, the customer card provides information to help you handle contacts. 
The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. open, the customer card for the contact appears in the app space on the right.
There may be more than one customer card for a contact. You can merge customer cards by clicking Merge 
.
Expand each section to access information about the contact:
- Details: View, edit, and add contact information, such as an email address, phone number, and location.
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Contact History: View a list of past interactions with the contact. For each interaction, it shows the channel, the agent who handled it, the date it occurred, and the disposition
Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. or status Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. Click an interaction to open it in a preview. -
Notes: View notes written by other agents. You can also edit, add, and delete notes, if your administrator has enabled this for you.
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Channels: View the available channels
A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. for the contact. -
Interaction Activity: View a history of agents who have handled the contact and those interactions' statuses.
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Current Interaction: View a CRM
Third-party systems that manage such things as contacts, sales information, support details, and case histories. record with information about the contact. This record is only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to CXone Agent for Microsoft Teams. By default, the record is linked to that CRM. Click Linked 
to unlink the record. Click the button next to this icon to open the record in the CRM.The information in this section is cached for two days.
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Related Interactions: View CRM
Third-party systems that manage such things as contacts, sales information, support details, and case histories. records from past interactions with the contact. This section may also display records for related contacts. This can include contacts in the same household or account. These records are only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to CXone Agent for Microsoft Teams. Click Link 
next to a record to link it to the CRM. Click Linked to unlink the record. Click the button next to this icon to open the record in the CRM. Click Refresh to view more CRM records.The information in this section is cached for two days.
Link CRM Records to Interactions
In the customer card, you can link CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. records to the interaction. When linked, information about the interaction, such as the contact's name, is passed to the CRM record. For calls, this happens after the call ends and you complete any after contact work State that allows an agent to complete work requirements after finishing an interaction. For digital messages, it happens after you transfer the interaction or unassign it from yourself.
These records are only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to CXone Agent for Microsoft Teams.
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In CXone Agent for Microsoft Teams, click Customer Card
in the app space on the right. -
Open the Current Interaction or Related Interactions section of the customer card. Find the record you want to link.
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Click Link
next to the record.
Unlink CRM Records from Interactions
In the customer card, you can unlink CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. records from the interaction. Information about the interaction, such as the contact's name, is no longer passed to the CRM record.
These records are only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to CXone Agent for Microsoft Teams.
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In CXone Agent for Microsoft Teams, click Customer Card
in the app space on the right. -
Open the Current Interaction or Related Interactions section of the customer card. Find the record you want to unlink.
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Click Linked
to unlink the record.
Relate Salesforce Records
You can relate Salesforce records inside CXone Agent for Microsoft Teams. When you click Relates To 
next to a record in the customer card, you can select a second record. A link to this second record appears in the first record. You can relate records about the same contact The person interacting with an agent, IVR, or bot in your contact center. to easily find all of their information later.
Relates To only displays records that have been active during the interaction. If you click Relates To and don't see the record you're looking for in the drop-down, open the record in Salesforce.
Your administrator must enable this for you.
Elinor Dashwood is chatting with Edward Ferrars. She finds a case record for Edward in Salesforce. She wants to relate this case record to the current interaction record so that Edward's records are connected. She clicks Relates To next to the current interaction record in the customer card, then selects the case record in the Relates To field.
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In CXone Agent for Microsoft Teams, click Customer Card
in the app space on the right. -
In the Current Interaction section of the customer card, click Relates To
next to a record. -
Select the record you want to relate in either the Name or Relates To field:
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Leads and contacts appear in the Name field.
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Accounts, campaigns, cases, opportunities, and custom records appear in the Relates To field.
Relates To
only displays records that have been active during the interaction. If you click Relates To and don't see the record you're looking for in the drop-down, open the record in Salesforce.View the Salesforce record types you can relate
Created Record Can be related to Account Case, Opportunity, Task Contact Case, Opportunity, Task, Work Order Lead Task In Salesforce, the related record appears in the corresponding field in the current interaction record. For example, a contact record appears in the Name field and an account record appears in the Relates To field.
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Relate ServiceNow Records
You can relate ServiceNow records inside CXone Agent for Microsoft Teams. When you click Relates To next to a record in the customer card, you can select a second record. A link to this second record appears in the first record. You can relate records about the same contact The person interacting with an agent, IVR, or bot in your contact center. to easily find all of their information later.
In this example, the current interaction record is a ServiceNow case. The agent clicks Relates To next to the case, which opens a drop-down list of records that can be related to the case. The agent selects the consumer record for Edward Ferrars by clicking Relates To next to it.
The name of the consumer record appears in the Consumer field in the ServiceNow case.
Your administrator must enable this for you.
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In CXone Agent for Microsoft Teams, click Customer Card
in the app space on the right. -
In the Current Interaction section of the customer card, click Relates To
next to a record. -
In the drop-down that appears, click Relates To
next to the record you want to relate to the current interaction record.View the ServiceNow record types you can relate
Created Record Can be related to Case Consumer, Account, Contact
Incident User Interaction User -
The Relates To
icon turns green 
. In ServiceNow, the related record appears in the corresponding field in the current interaction record. For example, a consumer record appears in the Consumer field. If the related record doesn't have a name, no text appears in the field. However, you can click Preview this record 
next to the field to view the related record.From here, you can:
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Change the related record by clicking Relates To
next to another record of the same type. The Relates To icon turns green next to the new record. -
Add another related record by clicking Relates To
next to another record of a different type. The Relates To icon turns green next to the new record. It switches back to white next to the first record you related. However, note that the first record is still related in ServiceNow. -
Click Related
to undo the relation.
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View More CRM Records
The first records that appear in the Related Interactions section of the customer card are person-level records, such as Account, Contact, and Lead. You can refresh the Related Interactions section to see more records. These records are related to the first records. Records created during the interaction can appear.
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In CXone Agent for Microsoft Teams, click Customer Card
in the app space on the right. -
Open the Related Interactions section of the customer card.
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Click Refresh at the top of the section.
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Click the arrow that appears next to a record
to view the records related to it.
Merge Customer Cards
Each time you interact with a new contact, CXone Agent for Microsoft Teams creates a customer card for the contact with their information. It also creates a new customer card every time you interact with a contact over a new channel A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. This means that there may be more than one customer card for each contact. You can merge them to keep the contact's information in one place.
Elinor Dashwood, an agent with Classics, Inc., is on a call with Edward Ferrars. CXone Agent for Microsoft Teams creates a customer card for Edward with his information from the call. During the call, Edward mentions he emailed Classics, Inc. yesterday. Elinor searches for the customer card created for Edward from his previous email interaction and merges it with the new one. His information is now stored in one customer card.
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Open an interaction in CXone Agent for Microsoft Teams. If the customer card for the contact does not automatically open
. -
Click Merge
in the top right corner of the customer card. -
Possible duplicate customer cardsappear. You can also search for customer cards.
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Select the customer card you want to merge with the one you have open. Click Merge
.If the merge was successful, a green box appears
