---
title: Using the contextual side panel in Service Request Playbook
description: The contextual side panel provides you with the tools that can help you to research and resolve problems about your cases.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/government-industry/psds-playbook-using-contextual-side-panel.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Using Service Request Playbooks, Playbooks, Use, Public Sector Digital Services \(PSDS\)]
---

# Using the contextual side panel in Service 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 CRM Workspace gives you access to information that can help you resolve government service 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 Service Request Playbook.

<table id="table_kxy_jxf_cvb"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Record information icon \[Omitted image "contextual-side-panel-record-info.png"\] Alt text: Record information icon.

</td><td>

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 [View the ribbon information in Service Request Playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-playbook-viewing-ribbon.md).

</td></tr><tr><td>

Agent assist icon \(\[Omitted image "agent-assist-icon.png"\] Alt text: Agent assist icon.\)

</td><td>

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](https://developer.servicenow.com/dev.do#!/reference/now-experience/tokyo/now-components/agent%20assist/overview).

</td></tr><tr><td>

Attachments icon \(\[Omitted image "attachments-icon.png"\] Alt text: Attachments icon.\)

</td><td>

Ability for you to attach knowledge base content to a response to the requester in the activity stream.

</td></tr><tr><td>

Template icon \(\[Omitted image "template-icon-2.png"\] Alt text: Template icon.\)

</td><td>

Standard content that is related to resolving the issue. To create a template, select the template icon \[Omitted image "create-icon.png"\] Alt text: Template icon..

</td></tr><tr><td>

Response template icon \(\[Omitted image "response-template-icon.png"\] Alt text: Response template icon.\)

</td><td>

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 Service Request Playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/use-response-templates-psds.md).

</td></tr><tr><td>

Dynamic Related Records icon \(\[Omitted image "checklist-icon.png"\] Alt text: Dynamic Related Records icon.\)

</td><td>

Related records in the contextual side panel that dynamically change based on the context of the current record or playbook activity.

</td></tr><tr><td>

Activity stream icon \[Omitted image "activity-stream-icon.png"\] Alt text: Activity stream icon.

</td><td>

Ability for you to communicate with requesters and make internal notes about the work that is done on a record.

</td></tr></tbody>
</table>