Customer is SCN hybrid, for any internal user ,you looked up from verse app, you will find that user flat name ,followed by email id.
see below screenshot
However, customer would like to see, hirarchical name followed by email id, the way it shows in SCN web
Use case: If there are two user, like Reshma/HR/Acme, Reshma/Sales/Acme, when you lookup for reshma in verse app in android,
you will find two entry reshma, followed by their email id, but it will be difficult for you know which reshma you want to send email.
If lookup shows hierarchical name, that makes life easier.