Customize the dynamic related records for a playbook page

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Customize the dynamic related records for a playbook page to display in the contextual side panel in CSM Configurable Workspace. These records dynamically change depending on the context of the current record or playbook activity.

    Before you begin

    Role required: workspace_admin, ui_builder_admin, admin

    About this task

    The definitions for the related records aren't active by default. You must activate these definitions if you want them to appear in the related records.

    Any change made to the customer service case dynamic related record context will also be applicable to all extensions of the customer service case. For creating custom context, see Configure related record contexts.

    You must define an EVAM view configuration for the tables in addition to setting up Dynamic Related Records. For more information, see Define an EVAM view configuration.

    Procedure

    1. Navigate to All > Dynamic Related Records > Related Record Contexts.
    2. Select Related Record Contexts for either the Onboarding, Complaint, or Product Support table.
    3. Activate all the related record definitions for the Onboarding, Complaint, or Product Support case.
      For more information, see Dynamic related records.
    4. Select Update.

      The following table shows the Dynamic Related Record list for each case type.

      Table 1. Dynamic Related Record list for different case types
      Case type Dynamic related record
      Customer service case
      • Blocked By
      • Related Parties
      • Social Logs
      • Appointments
      • Requests
      • Special Handling Notes
      • Child Cases
      • Knowledge Gaps
      • Attached Knowledge
      • Task Skills
      • Emails
      • Draft Emails
      • Interactions
      • Tasks
      • Work Orders
      • Install base
      • Escalations
      • Service Level Agreement (SLA)
      Complaint case
      • Emails
      • Blocked By
      • Involved Parties
      • Tasks
      • Sold Product
      • Active Contracts
      • Active Entitlement
      • Related Cases
      Onboarding case
      • Emails
      • Blocked By
      • Related Cases
      • Additional members
      • Tasks
      • Sold Product
      • Active Contracts
      • Approvers