---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Viewing ribbon information in the contextual side panel

# Viewing ribbon information in the contextual side panel {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Customer service agents can view ribbon information in the contextual side panel in CSM Configurable Workspace.
Click the Record information icon (![Record information icon.]()) in the contextual side panel to view ribbon information.  
Agents can see the following information:

* Case overview: Displays an overview of the case details, including the case priority and state.
* Customer 360: Displays customer information such as the contact or consumer name, email address, and phone numbers.
* Timeline: Displays a chronological summary of case activities, including case state changes and interactions between the agent and the customer. It also shows how much time that the agent and customer spent on the case.
* SLAs: Displays active SLAs for the case, including time remaining, the SLA state, and any breaches.
{#csm-playbooks-viewing-ribbon-info__ul_lxk_2gp_1qb}
**Related concepts**   

* [Using the activity stream in the contextual side panel](https://servicenow-prod.fluidtopics.net/bl3PP8Em9x8wHdVSngSnyw "Customer service agents can access the activity stream in the contextual side panel in CSM Configurable Workspace.")
* [Viewing dynamic related records in the contextual side panel](https://servicenow-prod.fluidtopics.net/VQ6cY5LPUR3liUNhirde1g "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.")
* [Summarize a case](https://servicenow-prod.fluidtopics.net/2GlwEIJzmiSBjb3NOzq22A "Enable your agents to summarize the case details and to display this information on the case record by using the Now Assist for CSM case summarization skill.")  
**Related tasks**   

* [Filter playbook activities](https://servicenow-prod.fluidtopics.net/FTPgsOz9W1hCboLM7UXraA "Filter the activities in playbook stages by the selected user or activity state.")
* [Add an optional activity](https://servicenow-prod.fluidtopics.net/B6ODLsXxgHIFZcQ1f5PZJQ "Add optional activities to different stages in a playbook. Although customer processes follow a certain structure, optional tasks may be necessary in some instances. For example, a customer may want to schedule an appointment to visit a location.")
* [Create a record using a playbook](https://servicenow-prod.fluidtopics.net/O~pzCkYdDwEvExK0xOdz~g "Create a record using a playbook activity instead of a record form.")