Using the Related Records tab in the contextual side panel

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Using the Related Records Tab in the Contextual Side Panel

    The Related Records tab in the contextual side panel enables agents to view, search, and sort records dynamically based on the current record or playbook activity. The displayed records depend on configured contexts and the agent's data access permissions.

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    Key Features

    • View Related Records: Click the Related Records tab to see related records in card format, filtered by the selected record type.
    • Filter Options: Use the filter at the top to select and view different types of related records.
    • Search Functionality: Perform text searches in the related records list to quickly find specific records; note that search may not be available for all record types.
    • Open Related Records: Click a card to view details in a sub-tab or use the list view icon to display records in list format.
    • Create New Records: Easily create new records for the selected related list by clicking the create record icon and completing the form.

    Key Outcomes

    By utilizing the Related Records tab, agents can efficiently manage and navigate related records, ensuring they have quick access to pertinent information and actions associated with their current work. This functionality enhances productivity and improves the overall service experience by streamlining record management.

    Agents can view, search, and sort the records in the Related Records tab in the contextual side panel.

    The Related Records tab displays related records that dynamically change based on the context of the current record or playbook activity. The records that are displayed in the Related Records tab depend on the following settings:
    • The related record contexts and definitions that have been configured for a record or playbook activity.
    • The agent's access permissions to data.
    Table 1. Related Records tab in the contextual side panel
    Task Steps
    View related records in the contextual side panel

    Click the Related Records tab (Related Records tab in the contextual side panel) to view the Related Records list.

    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.
    1. Click the filter icon (Related records list filter icon).
    2. Select a record type from the dropdown menu.

    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.
    1. Enter the search text in the search field at the top of the Related Records list.
    2. Click the search icon.
    Note:
    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 (Related records tab 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.
    1. Click the create record icon (Related records tab create record icon) at the top of the Related Records list.
    2. Fill in the fields on the record form and click Save.