Lookup component

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Lookup Component

    The lookup component is integrated into interaction record pages in the CSM Configurable Workspace, allowing customer service agents to efficiently look up, link, and verify contacts or consumers associated with an interaction record. This feature is available on various interaction record pages including chat, voice, and email interactions.

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    Key Features

    • Search Functionality: Agents can enter search criteria such as name, email, phone number, or record number to find contacts or consumers.
    • Linking Customers: Agents can link a contact or consumer to an interaction record, displaying their information in a card format.
    • Verification: Agents can verify a customer, which updates the card header with a Verified tag.
    • Customer Creation: The component allows agents to create new customer records directly from the lookup interface, which are automatically verified.
    • Editing Information: Agents can edit linked customer information to ensure accuracy on the interaction record.
    • Unlinking Customers: Agents can remove a linked contact or consumer from an interaction record as needed.
    • Expandable Card: The lookup card can be expanded or collapsed to show or hide customer details as required.

    Key Outcomes

    By utilizing the lookup component, ServiceNow customers can streamline the process of managing customer interactions, ensuring accurate and up-to-date information is linked to each record. This efficiency leads to improved customer service and enhanced operational effectiveness.

    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