View the ribbon information in Service Request Playbook

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

    • You can view the information about the ribbon in the contextual side panel in CSM Configurable Workspace. The ribbon displays the important information about the case, such as the service record information, constituent contact details, and the case timeline.

    Select the record information icon (Record information icon.) in the contextual side panel to view the information about the ribbon.

    You can see the information about the fields in the contextual side panel in the following table.

    Tableau 1. Contextual Side Panel Ribbon fields
    Field Definition
    Record Information Fields, case record number, short description, stage, state, and address.
    Requester Overview Card Details about the constituent and contact for the case.
    Timeline Chronological summary of the case activities, including the case state changes and interactions between the agent and the customer. You can also see how much time that the agent and customer spent on the case.
    SLAs Active service level agreements (SLAs) for the case, including the time remaining, the SLA state, and any breaches.