--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Dynamic related records # Dynamic related records {#ariaid-title1} Release version: Australia 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 the Customer Service Management (CSM) Configurable Workspace allows customer service agents to access contextual related records directly within the Contextual side panel. This capability dynamically adjusts the displayed related information based on the current record or playbook activity, enabling agents to find pertinent data efficiently without leaving their workspace or navigating through multiple lists. Show full answer Show less This feature supports various agent roles by showing tailored related records, such as similar cases for front-line agents, active contracts for middle-office agents, or emails linked to specific playbook activities for back-office agents. Related records appear as read-only cards that can be expanded or opened in sub-tabs, with options to search, filter, or create new related records if permissions allow. ## Configuration System administrators configure dynamic related records by defining: * Context records specifying the record types or playbook activities that trigger related records display, including conditional criteria. * Definitions for the specific types of related records to show, such as SLAs or contracts. * Relationships between context records and their related record definitions. * The card format for displaying related records in the side panel. This configuration enables organizations to customize how and when related information surfaces to agents, enhancing productivity and customer service quality. ## Usage for Agents Agents interact with dynamic related records through the Related Records tab in the Contextual side panel. They can: * Search and filter related records by type or keywords. * Expand cards for detailed views or open records in sub-tabs. * Create new related records if they have the appropriate permissions. ## Plugin Details The feature is delivered via the **Dynamic Related Records for Configurable Workspace** plugin (com.snc.uib.sndynrelrec), available through the ServiceNow Store. Installing this plugin adds: * The Dynamic Related Record menu. * Modules for managing Related Record Contexts and Related Record Definitions. * Predefined related record definitions to simplify setup. For comprehensive integration, the **Playbooks for Customer Service Management** plugin includes this feature and adds case-specific contexts and related record definitions, supporting enhanced workflows such as onboarding, complaints handling, and product support. ## Benefits for ServiceNow Customers By leveraging dynamic related records, ServiceNow customers can provide their agents with immediate, context-aware access to critical information. This reduces time spent searching across multiple records, streamlines case handling, and improves customer satisfaction through faster, more informed service delivery. Display related records in the Contextual side panel in CSM Configurable 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 CSM Configurable 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/idxhMkWKs_cBK4_79uzyGg "System administrators can configure the dynamic related records feature to display related records in the contextual side panel in CSM Configurable 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/apjG3oJgllri2Y0ww9o2qQ "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) 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/idxhMkWKs_cBK4_79uzyGg#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 CSM Configurable 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/idxhMkWKs_cBK4_79uzyGg "System administrators can configure the dynamic related records feature to display related records in the contextual side panel in CSM Configurable 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/apjG3oJgllri2Y0ww9o2qQ "Agents can view, search, and sort the records in the Related Records tab in the contextual side panel.")