---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/government-industry

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Using the contextual side panel

# Using the contextual side panel in Information Request Playbook {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

The contextual side panel provides you with the tools that can help you to research and resolve problems about your cases.

The contextual side panel in the CSM Configurable Workspace gives you access to information that can help you resolve information request cases.

It includes a column of icons that you can select to access different types of information.

The following table shows you the tabs that you should see on the contextual side panel in the Information Request Playbook.
{#psds-ir-playbook-using-contextual-side-panel__table_kxy_jxf_cvb__entry__2}

| Field | Description |
|-|-|
| Record information icon ![Record information icon]() | Relevant information about a record. In Service Request Playbook, the ribbon displays the record information, constituent details, the case timeline, and the active and inactive service level agreements (SLAs). For more information on how to view information about the ribbon in playbooks, see [Viewing the ribbon information in Information Request Playbook](https://servicenow-prod.fluidtopics.net/NtstC7_WAMs8TFV7gVfMOg "You can view the information about the ribbon in the contextual side panel in CSM Configurable Workspace. The ribbon displays the important information about the case, such as the information request record information, constituent contact details, and the case timeline."). |
| Agent assist icon (![Agent assist icon]()) | List of search results with the content that is related to the record that you are viewing. The content may include knowledge articles, recommended actions, or other records. For more information, see [Agent assist Overview](https://developer.servicenow.com/dev.do#!/reference/now-experience/tokyo/now-components/agent%20assist/overview). |
| Attachments icon (![Attachments icon]()) | Ability for you to attach knowledge base content to a response to the requester in the activity stream. |
| Template icon (![Templates icon]()) | Standard content that is related to resolving the issue. To create a template, select the template icon ![Create template icon.](). |
| Response template icon (![Response template icon]()) | Reusable messages that you can copy and paste into the cases and case tasks. For more information on using and creating response templates, see [Use response templates in Information Request Playbook](https://servicenow-prod.fluidtopics.net/wX7gqOwTJIyJDtMGVWFqOA "Respond to cases by using the response templates in the contextual side panel in CSM Configurable Workspace. Good templates save you time by eliminating repetitive work."). |
| Dynamic Related Records icon (![Dynamic Related Records icon]()) | Related records in the contextual side panel that dynamically change based on the context of the current record or playbook activity. |
| Activity stream icon ![Activity stream icon]() | Ability for you to communicate with requesters and make internal notes about the work that is done on a record. |
[Tabela 1. Contextual side panel tabs]

{#psds-ir-playbook-using-contextual-side-panel__table_kxy_jxf_cvb}