Customize the dynamic related records for a process page variant

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • Customize the dynamic related records for a process page variant to display in the contextual side panel in CSM Configurable Workspace. These records dynamically change depending on the context of the current record or playbook activity. To show dynamic related records, add your table in the screen condition.

    Before you begin

    Note:
    • The definitions for the related records aren't active by default. You must activate these definitions if you want them to appear in the related records.
    • Any change made to the customer service case dynamic related record context will also be applicable to all extensions of the customer service case. For creating custom context, see Configure related record contexts
    • You must define an EVAM view configuration for the tables in addition to setting up Dynamic Related Records.
      1. Navigate to All > EVAM Definitions > Configuration Bundles > dynamic related records bundle > and then select New.
      2. On the form, fill in the fields.
        Table 1.
        Field Description
        Name Name of the EVAM view configuration.
        Active Option to activate the EVAM view configuration.
        View Template Template to associate with the EVAM view configuration. You can create a template or use an existing template.
        Application Application scope of the EVAM view configuration.
        Order Priority that the EVAM view configuration takes over other view configurations. To give higher priority to a view configuration, enter a lower number.
        Table Table to associate with the EVAM view configuration.
        Condition Conditions for when to use the EVAM view configuration.
        Table Fields Table fields to display on the EVAM view configuration.
        Custom Fields A custom field to display on the EVAM view configuration.
      3. Select Save.
      4. Create an M2M action assignment or select Link Existing and then select the Declarative Action navigation.
      5. Note:
        For more details, see, View configurations, view templates, and configuration bundles for EVAM

    Role required: workspace_admin, ui_builder_admin, admin

    Procedure

    1. Navigate to All > Dynamic Related Records > Related Record Contexts.
    2. Select Related Record Contexts for either the Onboarding, Complaint, or Product Support table.
    3. Activate all the related record definitions for the Onboarding, Complaint, or Product Support case.
      For more information, see Dynamic related records.
    4. Select Update.

      The following table shows the Dynamic Related Record list for each case type.

      Table 2. Dynamic Related Record list for different case types
      Case type Dynamic related record
      Customer service case
      • Blocked By
      • Related Parties
      • Social Logs
      • Appointments
      • Requests
      • Special Handling Notes
      • Child Cases
      • Knowledge Gaps
      • Attached Knowledge
      • Task Skills
      • Emails
      • Draft Emails
      • Interactions
      • Tasks
      • Work Orders
      • Install base
      • Escalations
      • Service Level Agreement (SLA)
      Complaint case
      • Emails
      • Blocked By
      • Involved Parties
      • Tasks
      • Sold Product
      • Active Contracts
      • Active Entitlement
      • Related Cases
      Onboarding case
      • Emails
      • Blocked By
      • Related Cases
      • Additional members
      • Tasks
      • Sold Product
      • Active Contracts
      • Approvers