Lookup component

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Lookup component

    The lookup component in the Customer Service Management (CSM) Configurable Workspace enables agents to efficiently search for, link, verify, create, edit, and unlink contacts or consumers on interaction record pages. This component is integrated into various interaction record pages including chat, voice, and email, replacing the previous Lookup & Verify component in some cases. It helps agents manage customer information directly within interaction records, streamlining customer verification and record management.

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    Key Features

    • Search and Link Customers: Agents can search for contacts or consumers using identifiers such as name, email, phone number, or record number, and link the selected customer to the interaction record.
    • Verify Customers: Once linked, agents can verify the customer, which updates the card with a Verified tag. Customers created through the lookup component are automatically verified.
    • Create Customer Records: Agents can create new contact or consumer records directly from the lookup card, entering relevant details and saving them without leaving the interaction page.
    • Edit Linked Customers: Linked customer information can be updated by accessing the Edit option from the More actions menu on the lookup card, with changes reflected on the interaction record.
    • Unlink Customers: Agents can unlink a contact or consumer from the interaction record via the More actions menu.
    • Expandable Lookup Card: The lookup card can be expanded or collapsed to show more or less customer information, helping agents balance visibility and workspace space.

    Customer Information Displayed

    • Contact Lookup Card: Displays Name, Mobile phone, Business phone, Email, Street, City, State/Province, and Account details.
    • Consumer Lookup Card: Displays Name, Business phone, Mobile phone, Home phone, Email, Street, City, and State/Province.

    Practical Benefits for ServiceNow Customers

    This component allows customer service agents to manage customer data seamlessly within interaction records, increasing efficiency and accuracy in customer identification and verification. It reduces the need to switch between different interfaces for customer lookup and record management, thus enhancing agent productivity and customer experience during service interactions.

    Use the lookup component on interaction record pages in CSM Configurable Workspace to look up, link, and verify a contact or consumer on an interaction record.

    Figure 1. Lookup and verify contact card
    Lookup and verify contact card includes the contact name plus selectable fields for account name, email address, and phone numbers
    The lookup component is available on the following interaction record pages:
    Note:
    For some of these interaction record pages, the Lookup component replaces the Lookup & Verify component that was formerly available in the contextual side panel.

    For more information about the component usage and configuration, see Lookup in the Next Experience Components documentation.

    Using the lookup component

    Customer service agents can use the lookup component to search for and select a customer, either a contact or consumer, and link that customer to the interaction record.

    Linking a customer displays the customer information in a contact or consumer card on the interaction record. After linking a customer to the record, agents can verify the customer.

    Table 1. Using the lookup component
    Task Description
    Search for a contact or consumer Enter information in the Search field on the lookup card such as a name, email address, phone number, or record number. The lookup card displays a list of search results based on the search term.
    Figure 2. Lookup and verify search
    The lookup card displays a list of cards with results that match the entered search term, such as contacts with the first name of George
    Link a contact or consumer to the interaction record Select the Link icon (link icon looks like two interconnected chain links) on a customer card from the list of search results to link the selected customer with the interaction record.
    Verify a contact or consumer Verify the customer by selecting Verify on the lookup card. The system displays the Verified tag in the card header.
    If the customer is already verified, the system hides the Verify button.
    Note:
    If an agent creates a customer record from the lookup component, the system creates and verifies the customer at the same time.
    Create a contact or consumer Create a customer record by selecting the Create new (Create new icon is a plus sign inside a circle) icon in the lookup card header.
    The system displays a new contact or consumer record. Enter information in the relevant fields and select Save.
    Note:
    If an agent creates a customer record from the lookup component, the system creates and verifies the customer at the same time.
    Edit a contact or consumer Make changes to the linked customer information by selecting the More actions (More actions icon is three vertically stacked dots) menu on the lookup card and then selecting Edit.

    The system displays the contact or consumer record fields. Make changes to the desired fields and then select Save.

    The system saves the changes to the contact or consumer information and updates the same fields on the interaction record.
    Unlink a contact or consumer Select the More actions (More actions icon is three vertically stacked dots) menu on the lookup card and then select Unlink to remove a contact or consumer from an interaction record.
    Collapse or expand the lookup card Select the up and down arrows on the lookup card to expand and collapse the card. When expanded, agents can see the customer details. When collapsed, agents can see more content below the card.

    Contact lookup card

    The contact lookup card includes the following information:
    • Name
    • Mobile phone
    • Business phone
    • Email
    • Street
    • City
    • State/Province
    • Account

    Consumer lookup card

    The consumer lookup card includes the following information:
    • Name
    • Business phone
    • Mobile phone
    • Home phone
    • Email
    • Street
    • City
    • State/Province