Viewing dynamic related records in the contextual side panel
Summarize
Summary of Viewing Dynamic Related Records in the Contextual Side Panel
In the Washingtondc release, customer service agents can utilize the contextual side panel in the CSM Configurable Workspace to view dynamic related records. These records adjust automatically based on the context of the current record or playbook activity, allowing for efficient access to relevant information.
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Key Features
- Dynamic Display: Related records appear in the Related Records tab as read-only cards, changing according to the current record context.
- Access Control: The visibility of related records is determined by configured contexts and the agent's data access permissions.
- Record Types: Agents can view various related records, including SLAs, emails, escalations, blocked items, sold products, active contracts, and special handling notes.
- Search and Filter: A search field allows agents to find specific records, while a filter enables selection of different related record types.
- Record Interaction: Agents can open related records in sub-tabs for detailed viewing and create new records directly from the Related Records list.
Key Outcomes
By leveraging the dynamic related records feature, ServiceNow customers can enhance their workflow efficiency, improve case management, and ensure that agents have immediate access to contextually relevant information. This functionality streamlines the customer service process and supports better decision-making.
Customer service agents can view dynamic related records in the contextual side panel in CSM Configurable Workspace. This feature displays related records that dynamically change based on the context of the current record or playbook activity.
Agents can view, search, and sort the records in the Related Records tab in the contextual side panel. These records appear in the Related Records tab as read-only cards.
- The related record contexts and definitions that have been configured for a record or playbook activity.
- The agent's access permissions to data.
- SLAs
- Emails
- Escalations for the case or customer (account and contact or consumer).
- Blocked By
- Sold Products
- Install Base Items
- Active Contracts
- Active Entitlements
- Special Handling Notes
- Tasks
| Task | Steps |
|---|---|
| View related records in the contextual side panel | Click the Related Records tab ( Related records appear in the list in a card format. The initial set of records displayed in the list is determined by the record type selected in the filter at the top of the list. |
| Select the type of related record to view | Use the filter at the top of the Related Records list to select the type of
related records to view. Agents can also use the filter to see the current
selection.
The dropdown menu includes the related lists that have been configured for the parent record. |
| Search the related records list | Use the search field at the top of the Related Records list to perform a text
search. Records that match the search text are highlighted.
The search field is grayed out if search is not available for the selected type of related records. |
| Open a related record in a sub-tab | Click a card in the Related Records list to open the record in a sub-tab under the parent record. In the sub-tab, the agent can view the record details and perform available actions. |
| Open the related record list in a list view in a sub-tab | Click the list view icon ( ) to display the related records in a list view in a sub-tab under the parent record. |
| Create a new record for the selected related list | Create a new record for the record type currently selected in the Related
Records list. This action opens a new record form in a sub-tab under the parent
record.
|
) to view the Related Records list.
).
) at the top of the Related Records list.