Guide
A practical guide to customer context
Customer context works when teams can see what changed, why it changed, and which source supports the update.
Good context has a source trail
A useful account page should not be a pile of facts with no origin. Source records, citations, approvals, and activity history make customer context easier to trust and easier to update.
- Use fields for typed account data.
- Use narrative body content for customer story and context.
- Use citations when generated updates change important customer records.
Capabilities
What to design for
Typed data
Structured fields let teams filter, route, and report on customer records.
Narrative context
Account pages need room for the reasoning that fields cannot capture.
Approval evidence
Generated updates should leave a trail from source to proposal to applied change.