---
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


---

# Configure the Agent Assist

# Configure the Agent Assist and Response Template tabs {#ariaid-title1}

* Release version: Zurich
* 
* Updated March 11, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Add a table configuration for the Agent Assist tab or Response Template tab for custom tables or custom case types in the contextual side panel in CSM Configurable Workspace.

## Before you begin

Role required: workspace_admin, ui_builder_admin, admin

## About this task

The Agent Assist tab and the Response Template tab that appear in the contextual side panel use a UX page property that contains table configurations. To display these tabs for custom tables or case types, create a new UX page
property called contextualTableConfigMapping and add the table configurations to that property.

The mapping for this property includes the tab name, the table name, and the sys_id of the table configuration. For example:  

    [{"tab_name":[{"table=custom_table_name":"the sys id of the table config"}]},
    {"tab_name":[{"table=custom_table_name":"the sys id of table config"}]}]

    [{"agent_assist":[{"table=incident":"e15061a4b30303002bf182c136a8dc34"}]},["response_template":[{"table=template":"0a73bc83c3041300e2fd5cb981d3ae29"}]}]

You can map multiple tables in this property. For example:  

    [{"agent_assist":[{"table=custom_table_name":"the sys id of table config"}, {"table=custom_table_name_2":"the sys id of table config"}]}]

You can also use operators to match multiple tables in the property configuration. The operators in the following example include:

* STARTSWITH
* ENDSWITH
* LIKE: This operator is used to match table names with a pattern. In the following example, the LIKE operator would match with all tables that include the word "case".
* IN: This operator enables you to set a list of values that must match values in your tables.

{#config-csm-ws-agent-assist-table-configid__ul_x53_zc3_4bc}

    [
      {
        "agent_assist": [
          {
            "tableSTARTSWITHkb_template": "5cb4030e73e2330021741c86fbf6a7e1"
          },
          {
            "tableENDSWITHu_kb_template": "5cb4030e73e2330021741c86fbf6a7e1"
          }
        ],
        "response_template": [
          {
            "tableLIKEcase": "5f0a5f7e77840010ec75945caa1061a5"
          },
          {
            "tableINagent_file, sn_customerservice_case": "82d52b55a300021033d6441d041e61bd"
          }
        ]
      }
    ]

## Procedure

1. Navigate to AllNow Experience FrameworkExperiences.
2. Select the CSM/FSM Configurable Workspace experience.
3. In the UX Page Properties related list, select New.
4. Fill in the following fields on the UX Page Property form.  
   {#config-csm-ws-agent-assist-table-configid__table_ww1_ptk_kbc__entry__2}

   | Field | Description |
   |-|-|
   | Page | CSM/FSM Configurable Workspace |
   | Name | Use this name for the property: contextualTableConfigMapping |
   | Type | json |
   | Value | Include an entry for Agent Assist or for Response Template or both. Agent Assist example: [{"agent_assist":[{"table=custom_table_name":"the sys id of table config"}]}] Response Template example: [{"response_template":[{"table=custom_table_name":"the sys id of table config"}]}] Agent Assist and Response Template example: [{"agent_assist":[{"table=custom_table_name":"the sys id of table config"}]},{"response_template":[{"table=custom_table_name":"the sys id of table config"}]}] |
   [ ]

   {#config-csm-ws-agent-assist-table-configid__table_ww1_ptk_kbc}
5. Select Save.  
   After adding the property, you can open the record page that uses the configured table and test the results in the contextual side panel.
**Related topics**   

* [Configuring contextual search](https://www.servicenow.com/docs/access?context=configuring-contextual-search&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US)

*[\>]: and then