View Descriptive Flexfield Values in CX

Historically, out-of-the-box organization fields—such as name, registry ID, and primary address—were consistently available in both back-office and front-office applications. But when organizations extended the customer record, visibility diverged: DFFs were accessible in back-office modules (for example, AR) but not in CX, while CX custom fields could appear in the front office without being available to back-office users. As a result, many customers duplicated attributes and maintained parallel definitions, working against the objective of a single, trusted customer record spanning invoices/orders/subscriptions and opportunities/leads/activities.

With this enhancement, DFF values managed in the back office can now be surfaced directly in CX Accounts, improving cross-application consistency and reducing operational overhead. DFFs can be displayed throughout key CX account experiences, including the account foldout/header, the Edit page (read-only), the account list (as both a column and a filter), and account pickers to support selection and downstream workflows.

• Improved data consistency: The same deployment-specific customer attributes (DFFs) are visible in both ERP/back office and CX/front office, reducing discrepancies and misalignment across teams.
• Reduced duplication and maintenance cost: Eliminates the need to create and maintain the same attribute twice (e.g., as both an ERP DFF and a CX custom field), lowering admin effort and the risk of manual errors.
• More efficient user workflows: Sales/service users can view and use key customer context directly in CX (foldout, list/filter, pickers, etc.) without switching systems or re-entering data, speeding decisions and execution.

Steps to enable and configure

Use VB Studio to extend CX UIs to expose descriptive flex fields once the DFF has been defined.