Viewing dynamic related records in the contextual side panel

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Viewing Dynamic Related Records in the Contextual Side Panel

    Customer service agents can utilize the contextual side panel in CSM Configurable Workspace to view dynamic related records. These records change based on the current record or playbook activity, allowing for streamlined access to relevant information during case management.

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    Key Features

    • Dynamic Display: Related records in the Related Records tab adjust according to the context of the current record or playbook activity.
    • Read-Only Cards: Records are shown as read-only cards, ensuring agents can view but not modify these entries.
    • Access Control: The records displayed depend on the agent's access permissions and the configuration of related record contexts.
    • Record Types: Agents may view various related records including SLAs, Emails, Escalations, Blocked By, Sold Products, and more.

    Key Outcomes

    Agents can efficiently manage cases by:

    • Viewing related records by selecting the Related Records tab.
    • Filtering to view specific types of related records.
    • Searching for specific records using the search feature.
    • Opening records in a subtab for detailed views and actions.
    • Creating new records directly from the Related Records list.

    This functionality enhances the agents' ability to access information quickly and improves overall case handling efficiency.

    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.