--- sourceDocument: Zurich Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Dynamic related records # Dynamic related records {#ariaid-title1} Release version: Zurich Updated June 30, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 CRM Workspace enables customer service agents to view related records in the Contextual side panel that automatically update based on the current record or playbook activity. This allows agents to access relevant information quickly without leaving their current workspace or navigating through multiple related lists. The feature supports different agent roles by displaying context-sensitive data, such as recently opened cases for front-line agents, active contracts for middle-office agents, or emails for back-office agents. Show full answer Show less ## Key Features * **Contextual display:** Related records are shown as read-only cards in the Related Records tab within the Contextual side panel, dynamically changing with the record or playbook activity in focus. * **Flexible relationships:** Related records can be displayed without requiring explicit reference or parent-child relationships, allowing broad applicability. * **Agent interaction:** Agents can search and filter related records by type, expand cards for detailed views, open records in sub-tabs, and create new related records if they have the necessary permissions. * **Configurable by administrators:** System administrators define context records (types and conditions that trigger related records display), related record definitions (such as SLAs or contracts), and the format of related record cards. * **Integration with Playbooks:** The Playbooks for Customer Service Management plugin extends functionality by adding context records and related record definitions specific to case management and playbook activities. ## Key Outcomes * **Improved agent efficiency:** Agents have immediate access to pertinent information relevant to their current task, reducing time spent searching and switching tabs. * **Enhanced customer service:** By providing context-aware data, agents can resolve issues faster and with better insight into the customer's situation. * **Customizable experience:** Administrators can tailor the related record contexts and definitions to fit the organization's specific data needs and workflows. * **Seamless workspace integration:** The feature is integrated into CRM Workspace and can be extended through plugins from the ServiceNow Store for additional capabilities. ## Implementation Notes To enable this feature, install the **Dynamic Related Records for Configurable Workspace** plugin from the ServiceNow Store. Administrators can then configure contexts and related record definitions via the application navigator modules added by the plugin. For enhanced playbook integration, install the **Playbooks for Customer Service Management** plugin. Detailed configuration and agent usage instructions are available to ensure smooth adoption. Display related records in the Contextual side panel in CRM 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. {#csm-contextual-related-records__ul_lbf_nhp_fqb} To view related records, click the Related Records tab in the Contextual side panel in CRM Workspace. Records appear in the Related Records list as read-only cards. ## Configuring dynamic related records {#csm-contextual-related-records__section_klq_x1p_fqb} 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. {#csm-contextual-related-records__ul_k4j_1bp_fqb}System administrators can also configure the related record card format. For more information, see [Configuring dynamic related records](https://www.servicenow.com/docs/Vy0GUFboifhMoE3Z0ZQjRA "System administrators can configure the dynamic related records feature to display related records in the contextual side panel in CRM Workspace. These records dynamically change based on the context of the current record or playbook activity."). ## Using dynamic related records {#csm-contextual-related-records__section_lcw_41p_fqb} 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](https://www.servicenow.com/docs/gBCENPB7s0jNvgunH7EVsw "Agents can view, search, and sort the records in the Related Records tab in the contextual side panel."). ## Dynamic related records plugin {#csm-contextual-related-records__section_qdn_3vl_jpb} 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](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html). 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 {#csm-contextual-related-records__ul_c2d_ttl_jpb} This plugin also adds several related record definitions. For more information, see [Related record definitions included with the plugin](https://www.servicenow.com/docs/Vy0GUFboifhMoE3Z0ZQjRA#dynamic-related-records-configure__section_khj_gwl_jpb). ## Using dynamic related records with Playbooks for Customer Service Management {#csm-contextual-related-records__section_ryq_gdp_fqb} The Playbooks for Customer Service Management plugin (sn_csm_playbook) adds the dynamic related records feature to CRM 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. **Related concepts** * [Configure dynamic related records](https://www.servicenow.com/docs/Vy0GUFboifhMoE3Z0ZQjRA "System administrators can configure the dynamic related records feature to display related records in the contextual side panel in CRM Workspace. These records dynamically change based on the context of the current record or playbook activity.") * [Using the Related Records tab in the contextual side panel](https://www.servicenow.com/docs/gBCENPB7s0jNvgunH7EVsw "Agents can view, search, and sort the records in the Related Records tab in the contextual side panel.")