Support Custom Fields at the Account Summary Level

1. Feature Overview

The Support Custom Fields at the Account Summary Level feature gives administrators complete flexibility over what customers see in the Account Summary section of the “My Account” page. Instead of being restricted to a fixed layout, admins can design custom Account Summary Templates that display exactly the information that matters most—whether it’s standard account fields or custom data points from a billing system (e.g., Zuora).

This ensures that critical details like purchase order numbers, account IDs, or contract references are visible to customers in real time. If no custom template is configured, the platform automatically reverts to the standard Account Summary, ensuring consistency without extra setup.

2. Business Value

• Solves the visibility problem: Businesses can highlight the specific account details customers actually need, rather than forcing them to dig through invoices or support tickets.

• Drives efficiency: By surfacing accurate, real-time information directly on the customer portal, support inquiries are reduced, and self-service adoption increases.

• Enhances alignment: Each business can configure summaries to match its own processes—ensuring consistency across customer interactions.

3. User Impact

• For Customers:

  • See only the most relevant account information on their My Account page.

  • Access real-time details (e.g., POs, account IDs) without calling support.

  • Enjoy a streamlined, personalized account view.

• For Admin Teams:

  • Gain the ability to design and assign Account Summary Templates directly from the Templates section.

  • Control which fields—standard or custom—are pulled from the billing system (e.g., Zuora) and displayed.

  • Ensure accuracy with automated real-time updates, removing manual maintenance.

• For Businesses/Sites:

  • Improve customer satisfaction through transparency and reduced friction.

  • Reduce inbound support costs by empowering customers with the right information at the right time.

  • Drive stronger retention and upsell opportunities by presenting tailored account details.

4. Key Functionalities

• Profile-Level Control

  • Admins can assign specific Account Summary Templates when editing a Profile.

• Field Support

  • Any field from the basicInfo() section of the billing system (e.g., Zuora) can be displayed.

  • Both standard and custom fields are supported.

• UI/UX Updates

  • Customers see a customized Account Summary layout on the “My Account” page.

  • Real-time updates ensure displayed data is always accurate.

• Admin Controls

  • Template creation and assignment is managed in the Templates section.

  • Fields are selected and mapped through an intuitive interface.

• Default & Dynamic Behavior

  • If no custom template is configured, the standard Account Summary automatically applies.

  • Selected fields dynamically update in real time without additional admin effort.

5. Why It Matters

This feature puts account transparency and customization directly in your hands. Instead of forcing customers into a one-size-fits-all view, businesses can deliver an experience aligned to their processes and customer needs.

For customers, it’s clarity and confidence. For businesses, it’s efficiency, loyalty, and a competitive edge.

In short: this is how account management should work in modern subscription experiences.