Viewing dynamic related records in the contextual side panel

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Viewing dynamic related records in the contextual side panel

    ServiceNow Customer Service Management (CSM) agents can efficiently view and interact with dynamic related records within the contextual side panel of the CSM Configurable Workspace. This feature dynamically displays related records based on the current record or playbook activity context, enhancing agents’ situational awareness and productivity. Records are presented as read-only cards in the Related Records tab and update automatically according to configured relationships and the agent’s access permissions.

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    Key Features

    • Dynamic Display: Related records adjust dynamically based on the context of the active case or playbook activity.
    • Related Record Types: Agents can view various related records such as SLAs, Emails, Escalations, Blocked By, Sold Products, Install Base Items, Active Contracts, Active Entitlements, Special Handling Notes, and Tasks.
    • Interactive List: The Related Records tab shows records as cards with options to filter by record type, search within records, and sort results.
    • Record Access: Records shown respect the agent’s data access permissions, ensuring secure and relevant information visibility.
    • Record Interaction: Agents can open related records in subtabs to view details and perform available actions, or switch to a list view for easier navigation.
    • Create New Records: Agents can create new records for the selected related record type directly from the Related Records tab, with forms opening in subtabs for seamless workflow integration.

    How Agents Can Use This Feature

    • Viewing Records: Click the Related Records tab to see related records as cards, initially filtered by record type, with options to adjust filters.
    • Filtering: Use the filter icon to select and view specific related record types configured for the current parent record.
    • Searching: Use the search field to find specific records by text; note search availability depends on record type.
    • Opening Records: Select a record card to open it in a subtab for detailed viewing and action.
    • List View: Use the list view icon to see related records in a tabular format within a subtab.
    • Creating Records: Click the create record icon to add new records for the selected related list, filling the form in a subtab and saving it.

    Benefits for ServiceNow Customers

    This capability streamlines customer service operations by providing agents with immediate access to all relevant related records without leaving the workspace. It supports faster case resolution and better customer interactions by consolidating critical information in a single, dynamic panel. By leveraging filters, search, and creation features, agents maintain control over the data they view and manipulate, resulting in more efficient workflows and improved service delivery.

    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.