Using the contextual side panel in Information Request Playbook
The contextual side panel provides you with the tools that can help you to research and resolve problems about your cases.
The contextual side panel in the CSM Configurable Workspace gives you access to information that can help you resolve information request cases.
It includes a column of icons that you can select to access different types of information.
The following table shows you the tabs that you should see on the contextual side panel in the Information Request Playbook.
| Field | Description |
|---|---|
| Record information icon Image omitted: contextual-side-panel-record-info.png Record information icon | Relevant information about a record. In Service Request Playbook, the ribbon displays the record information, constituent details, the case timeline, and the active and inactive service level agreements \(SLAs\). For more information on how to view information about the ribbon in playbooks, see Viewing the ribbon information in Information Request Playbook. |
| Agent assist icon \( Image omitted: agent-assist-icon.png Agent assist icon\) | List of search results with the content that is related to the record that you are viewing. The content may include knowledge articles, recommended actions, or other records. For more information, see Agent assist Overview. |
| Attachments icon \( Image omitted: attachments-icon.png Attachments icon\) | Ability for you to attach knowledge base content to a response to the requester in the activity stream. |
| Template icon \( Image omitted: template-icon-2.png Templates icon\) | Standard content that is related to resolving the issue. To create a template, select the template icon Image omitted: create-icon.png Create template icon.. |
| Response template icon \( Image omitted: response-template-icon.png Response template icon\) | Reusable messages that you can copy and paste into the cases and case tasks. For more information on using and creating response templates, see Use response templates in Information Request Playbook. |
| Dynamic Related Records icon \( Image omitted: checklist-icon.png Dynamic Related Records icon\) | Related records in the contextual side panel that dynamically change based on the context of the current record or playbook activity. |
| Activity stream icon Image omitted: activity-stream-icon.png Activity stream icon | Ability for you to communicate with requesters and make internal notes about the work that is done on a record. |