Viewing dynamic related records in the contextual side panel

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Viewing dynamic related records in the contextual side panel

    ServiceNow’s Customer Service Management (CSM) Configurable Workspace allows agents to view dynamic related records within the contextual side panel. This feature enables agents to access related records that automatically update based on the context of the current record or playbook activity, enhancing their ability to efficiently manage cases and customer information.

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    Key Features

    • Dynamic Related Records Display: Related records such as SLAs, emails, escalations, sold products, active contracts, entitlements, tasks, and more appear as read-only cards in the Related Records tab. The records shown depend on configured related record contexts and the agent’s data access permissions.
    • Filtering and Searching: Agents can filter the displayed related records by type using a dropdown menu and perform text searches in the related records list to quickly find relevant information.
    • Record Interaction: Agents can open related records in subtabs to view details and take available actions. The interface supports both card and list views of related records.
    • Record Creation: Agents can create new related records directly from the Related Records tab, with new record forms opening in subtabs for streamlined data entry.

    Practical Use for ServiceNow Customers

    By leveraging this feature, agents gain quick, contextual access to all relevant related records without leaving the workspace, enabling faster resolution times and better case handling. Since the related records dynamically update based on the current context, agents always see the most relevant data, improving decision-making and customer service efficiency.

    Agents can easily switch between different related record types, search for specific records, open detailed views or lists, and create new records as needed—all within the contextual side panel. This integrated approach reduces navigation and supports a more seamless workflow.

    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.

    Agents can view, search, and sort the records in the Related Records tab in the contextual side panel. These records appear in the Related Records tab as read-only cards.

    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.
    Depending on the related record configuration for the source record or playbook activity, agents can see the following types of related records:
    • SLAs
    • Emails
    • Escalations for the case or customer (account and contact or consumer).
    • Blocked By
    • Sold Products
    • Install Base Items
    • Active Contracts
    • Active Entitlements
    • Special Handling Notes
    • Tasks
    Table 1. What agents can do in Related Records
    Task Steps
    View related records in the contextual side panel

    Select the Related Records tab (Related Records icon.) 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. The displayed records can be changed using the filter located 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 (Filter icon.).
    2. Select a record type from the drop-down menu.

    The drop-down 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. Select the search icon.

    If the search field is grayed out, search is not available for the selected type of related records.
    Open a related record in a subtab Select a card in the Related Records list to open the record in a subtab under the parent record. In the subtab, the agent can view the record details and perform available actions.
    Open the related record list in a list view in a subtab Select the list view icon (List view icon.) to display the related records in a list view in a subtab 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 subtab under the parent record.
    1. Select the Create record icon (Create record icon.) at the top of the Related Records list.
    2. Fill in the fields on the record form and select Save.