Dynamic related records

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Dynamic related records

    The Dynamic Related Records feature in Customer Service Management (CSM) Configurable Workspace enhances agent efficiency by displaying relevant related records in a Contextual side panel. This panel dynamically changes based on the current record or playbook activity, allowing agents to access necessary information without leaving their workspace or navigating multiple tabs. This capability supports various agent roles by showing context-specific related information, such as similar cases for front-line agents or active contracts for middle-office agents.

    Show full answer Show less

    Key Features

    • Contextual Side Panel: Displays related records as read-only cards within the current workspace tab, improving workflow continuity.
    • Role-Specific Views: Different types of agents see relevant related records tailored to their tasks and context.
    • Search and Filtering: Agents can search and filter related records by type (e.g., SLAs, contracts), expand cards for details, open lists in sub-tabs, and create new related records if permissions allow.
    • Configurable by Administrators: System administrators can define context records, related record definitions, and their relationships, including setting conditions for when related records are displayed and customizing card formats.
    • Plugin Availability: Delivered via the Dynamic Related Records for Configurable Workspace plugin, which adds necessary menus and modules to configure and manage related record contexts and definitions.
    • Integration with Playbooks: The Playbooks for Customer Service Management plugin incorporates this feature into CSM Workspace and provides additional context records and definitions tailored for case management playbooks.

    Practical Benefits for ServiceNow Customers

    • Enhanced Agent Productivity: Agents have immediate access to relevant related records without losing focus or context, reducing navigation time and improving case resolution efficiency.
    • Customizable Contextual Information: Administrators can tailor which related records appear based on business needs, record types, and specific conditions, ensuring agents see only pertinent information.
    • Seamless Playbook Integration: For organizations using playbooks in CSM, dynamic related records integrate smoothly to enrich the agent experience with contextual data aligned to the playbook activities.
    • Easy Access to Related Data: With intuitive search, filtering, and card expansion capabilities, agents can quickly find and interact with related records, supporting faster and more informed customer service interactions.

    Display related records in the Contextual side panel in CSM Configurable Workspace that dynamically change based on the context of the current record or playbook activity.

    The dynamic related records feature provides customer service agents with easy access to the information they need when they need it. Agents can view related records in the Contextual side panel without navigating away from the current tab and searching for information in other related lists. This feature also enables users to display related records without requiring any type of reference or parent-child relationship.

    Different types of agents can use dynamic related records to see different information. For example:
    • A front-line agent creating a new case can see similar, recently opened cases.
    • A middle-office agent reviewing a complaint case can see active contracts for the customer.
    • A back-office agent can view emails for a selected playbook activity.

    To view related records, click the Related Records tab in the Contextual side panel in CSM Configurable Workspace. Records appear in the Related Records list as read-only cards.

    Figure 1. Related Records tab in the Contextual side panel
    Tab that displays record cards with brief descriptions of recent cases relevant to the current record or playbook task.

    Configuring dynamic related records

    System administrators can configure the dynamic related records feature and define the following information:
    • Context records that specify the type of record for which related records are displayed, such as a case record or a playbook activity. A context can also specify any conditions for the record type that must be met in order for related records to be displayed.
    • Definitions for each specific type of related record to display, such as SLAs or contracts.
    • Relationships between context records and their associated definition records.
    System administrators can also configure the related record card format. For more information, see Configuring dynamic related records.

    Using dynamic related records

    Agents can search the Related Records list by entering text in the search field or filter the list to display records of a specific type, such as SLAs or active customer contracts. Agents can expand a card to show more a more detailed view or open the list in a sub-tab. If agents have create permission, they can also create new related records of the selected type.

    For more information about these agent actions, see Using the Related Records tab in the contextual side panel.

    Dynamic related records plugin

    The Dynamic Related Records for Configurable Workspace plugin (com.snc.uib.sn_dyn_rel_rec) is available from the ServiceNow Store.

    Install any ServiceNow Store applications by requesting them from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    This plugin provide agents with access to related information based on the context of the current record or playbook activity. System administrators can configure related record definitions that make data available in context to the action that the agent is performing.

    This plugin adds the Dynamic Related Record menu and the following modules to the application navigator:
    • Related Record Contexts
    • Related Record Definitions

    This plugin also adds several related record definitions. For more information, see Related record definitions included with the plugin.

    Using dynamic related records with Playbooks for Customer Service Management

    The Playbooks for Customer Service Management plugin (sn_csm_playbook) adds the dynamic related records feature to CSM Configurable Workspace. It also includes the Case context record and several related record definitions.

    The Case Playbook for Onboarding, Case Playbook for Complaints, and Case Playbook for Product Support applications include additional context records and related record definitions.