--- 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 --- # Viewing dynamic related records in the contextual side panel # Viewing dynamic related records in the contextual side panel {#ariaid-title1} Release version: Australia Updated March 12, 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 Viewing dynamic related records in the contextual side panel Customer service agents using the CSM Configurable Workspace can efficiently view and interact with dynamic related records through the contextual side panel. This feature presents related records that update automatically based on the current record or playbook activity context, improving agent productivity and case handling. The related records appear as read-only cards within the Related Records tab and adjust according to configured contexts and the agent's data access permissions. Show full answer Show less ## Key Features * **Dynamic Related Records Display:** Records such as SLAs, emails, escalations, blocked by, sold products, install base items, active contracts, entitlements, special handling notes, and tasks are shown dynamically based on context. * **Interactive Related Records Tab:** Agents can view, search, and sort related records conveniently within the Related Records tab. * **Filtering:** A filter at the top of the list allows agents to select specific types of related records for focused viewing. * **Search Capability:** Text search highlights matching records to quickly locate relevant information, where supported. * **Record Interaction:** Clicking a card opens the related record in a subtab for detailed viewing and available actions. * **List View Option:** Agents can switch to a list view of related records in a subtab for an alternative display. * **Record Creation:** Agents can create new related records directly from the Related Records tab, streamlining workflow. ## How Agents Use This Feature * Access the Related Records tab in the contextual side panel to see related records as cards. * Use the filter drop-down to select the type of records to display, based on configured related lists. * Perform text searches within the displayed record type to find specific records quickly. * Open related records or the entire related list in subtabs for closer inspection or action. * Create new related records within the context of the parent record, enabling efficient data entry. ## Benefits for ServiceNow Customers This capability helps customer service agents by providing immediate visibility into contextually relevant related records without leaving the workspace. It enhances case resolution efficiency, ensures agents have quick access to critical information, and supports multitasking through subtabs. By leveraging dynamic filtering, search, and creation features, agents can better manage customer interactions and related tasks within a unified interface. 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. {#csm-playbooks-viewing-rel-records__ul_ryj_drq_gqb} 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 {#csm-playbooks-viewing-rel-records__ul_lxk_2gp_1qb} {#csm-playbooks-viewing-rel-records__table_dyn_rel_records_in_side_panel__entry__2} | 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. {#csm-playbooks-viewing-rel-records__ol_hq3_wft_cqb} 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. {#csm-playbooks-viewing-rel-records__ol_b4x_mlz_bqb} 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. {#csm-playbooks-viewing-rel-records__ol_kmk_p4t_cqb} | [Table 1. What agents can do in Related Records] {#csm-playbooks-viewing-rel-records__table_dyn_rel_records_in_side_panel} **Related concepts** * [Using the activity stream in the contextual side panel](https://www.servicenow.com/docs/BkNLQATSaSQm7IzMhVyXEg "Customer service agents can access the activity stream in the contextual side panel in CSM Configurable Workspace.") * [Viewing ribbon information in the contextual side panel](https://www.servicenow.com/docs/1lc7oMdsrQUyM8AOkElx2w "Customer service agents can view ribbon information in the contextual side panel in CSM Configurable Workspace.") * [Summarize a case](https://www.servicenow.com/docs/mRn4gu7gZA85wBpQtIsJYQ "Enable your agents to summarize the case details and to display this information on the case record by using the ServiceNow Otto for CSM case summarization skill.") **Related tasks** * [Filter playbook activities](https://www.servicenow.com/docs/q~5Isenm~w2YdA2wY7tU0Q "Filter the activities in the playbook stages by the selected user or activity state.") * [Add an optional activity](https://www.servicenow.com/docs/MNOYMZ_tVeB7soTagoxPsw "Add optional activities to different stages in a playbook. Although customer processes follow a certain structure, optional tasks may be necessary in some instances. For example, a customer may want to schedule an appointment to visit a location.") * [Create a record using a playbook](https://www.servicenow.com/docs/OlK3N24QmFQGF~ccUYjfrw "Create a record using a playbook activity instead of a record form.")