To use Community 360, contact Salesforce to enroll in the public pilot program. Then you can enable it in the communities where you want to gather information and give the profile permissions to your support agent.
To enable it in the community, select Gather Community 360 data preference in the Administration workspace.
Then, assign the View Community 360 profile permission to the customer support profiles that require it.
You can set up Community 360 in the Lightning App Builder. Drag and drop the Community 360 component on any case or contact page layout.