Support Manage your instances, access self-help, and get technical support. Special characters like underscores (_) are removed. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Workspaces include everything agents need to find, research, and resolve issues. The goal of this article is to answer generic frequent requests/questions ServiceNow Technical Support receives in relation to Automated Test Framework (ATF). . >. If not, please add the same. Agent Workspace proporciona a los agentes del servicio de atención al cliente de primer nivel y del departamento de ayuda una IU moderna, que reúne métricas clave, antecedentes y respuestas asistidas. How search works: Punctuation and capital letters are ignored. Please check with your Citrix sales or channel partner for more information. The issue relates to a recent regression introduced in the update to Chromium. When an incident is created from Interaction, attachments from interaction are not copied over to incident record Steps to Reproduce Create an Interaction Add Attachments Click Create Incident Expected:Agent Workspace is a Consolidated ServiceNow Interface that helps Tier-1 agents to respond to Incidents, problems, and change requests asap. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. This article helps in understanding the browser settings for desktop notifications and audio alerts for incoming and conversational chats on agent workspace. . Skip to page contentUsing ITSM Agent Workspace - Product Documentation: Utah - Now Support Portal. Open Agent Workspace. Click the PREVIEW link on a Workspace's card in the section to open the Workspace. field and select the delivery date of your choice. Cause. Make it easy for agents to triage, act on, and resolve requests on the go. Find detailed information about ServiceNow products, apps, features, and releases. CMDB-specific widgets: CMDB Health, CMDB Relationships, and CMDB Timeline. With AWA enabled, we have 2 actions available for agents on Workspace. The timeline component displays a chronological summary of case activities, including case state changes and interactions between the fulfiller (typically the agent) and the requester (typically the customer). Skip to page content. Behaviour does not happen when accessed Agent Workspace under Chrome 64-bit browser. Sys ID of the record to open. When using a lookup value on agent workspace, the back-end has values retrieved, but the lookup list is empty, for example for the assignment group on incident. Risk Management helps organizations to identify high-impact risks, improve risk-based decision-making, and reduce reaction time from days to minutes. For Agent Workspace, this API supports interaction tab management. Working with different roles associated with Agent workspace. When using a lookup value on agent workspace, the back-end has values retrieved, but the lookup list is empty, for example for the assignment group on incident. Factors. On Agent workspace "My Lists" , the list saved with name "%" is not displayed and list actions on that list are also not displayed. This examples creates a simple agent-assist component to search articles in kb_knowledge table. Go to agent. Improve agent efficiency with a single workspace built to facilitate resolutions. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps, features, and releases. Known synonyms are applied. The Workspace application aims to give quick access to agents, answer. Agents have ongoing visibility into the status of issues assigned to middle and back-office teams for resolution. Agent Workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer. Easily discover, install, and configure ServiceNow solutions with ServiceNow’s Admin Center. TOKYO+ UPDATE: ServiceNow has updated the product documentation for adding Agent Assist to SOW, so this guide will not be accurate for Tokyo and future versions. Skip to page content. • Install base foundation: Provide agents with a 360-degree view of a product install base and services. Type: onLoad. Playbooks provide step-by-step guidance for resolving processes and enable agents to easily. Loading. HR Agent Workspace. Skip to page content. Key Features of . Setting up HR Service Delivery Agent Workspace - Product Documentation: Tokyo - Now Support Portal. Service Portal. 3. Give service managers a complete view of their assets and teams’ tasks. Quebec. In this section of the exercise, you will edit the Workspace to use appropriate labels for the containers and titles for the components presented in the Workspace. The finished agent assist component will. Welcome to the Now Platform Utah release! Jon Sigler. In Agent workspace, 'Additional Comments' is visible as default input option on form load and user need to select 'Work Notes' from dropdown manually. This method is only available in the client scripting environment or in a UI action on the workspace client script field. Improve agent efficiency with a single workspace built to facilitate resolutions. Steps to Reproduce 1) Open assignment_groupCreate a software model in the Software Asset Workspace to add product details that are used to connect software rights you purchased with software installations discovered on your system. Workspaces include everything agents need to find, research, and resolve issues. Deliver workflows that connect people, functions, and systems with the platform of platforms for digital business. Release or Environment. Agent Workspace can not preview excel, word , ppt files, it throws errors "The file type is currently not supported" - Support and Troubleshooting Knowledge Base Support and Troubleshooting (Knowledge Base)In Agent Workspace, When a record is opened from Reference field of related record, Compose/Activities Section is not visible. All. Source, negotiate and procure goods and services effortlessly. Login here. Partner Grow your business with promotions, news, and marketing tools for partners. Typically users will see a blank white page for 20 to 30 seconds before the workspace finally loads. Virtual agent : Also referred to as “chatbot” or “virtual assistant,” virtual agents interface with the customer to quickly get them what they need. Log into any Rome instance and go to Agent Workspace 2. Multiple tabs allows agents to efficiently manage several cases at once. Explore the Open PI Incidents component. Annual Full Pay Range: $71,000 - $160,000 (will be prorated if the appointment percentage is less than 100%) Hourly Equivalent: $34. Select UI Action in the middle pane as the file type then click the Create button. Track reported issues, service requests, and maintenance plans. Leveraging complete Agent Workspace view to enable Portal side functionalities being available to staff/agents. The issue impacts users that have updated their Chrome or Edge browser to Version 89. CSM Agent Workspace enables you to integrate Customer Service Management with the following applications: IT Service Management (ITSM): Use this integration to create request, incident, problem, and change records from customer service cases and enable external users to view these records from the Customer and. ServiceNow Agent Workspace has new and updated features in the Madrid release. Dispatcher Workspace brings new speed and efficiency to field service management. To configure the visibility of the particular workspace in the Workspaces menu in Unified NavigationCitrix integration with ServiceNow Virtual Agent is now available to entitled ServiceNow and Citrix customers, including those with Citrix Virtual Apps and Desktops service Premium and Citrix Workspace Premium. Navigate to All> UI Builder/UI Builder for Agent Workspace for HR case Management: 2. Exercise: Explore the Asset Workspace. IT Service Management. . Benefits of workspaces. Automate and connect anything to ServiceNow. PROCEDURE : 1. This app shell focus' on workspace experiences for agents to view and resolve multiple records at the same time. It displays the message : "This form has not been configured for Workspace. ServiceNow Agent Workspace has new and updated features in the Madrid release. The finished agent assist component will. Special characters like underscores (_) are removed. Ask questions, give advice, and connect with fellow ServiceNow professionals. . - Open Agent Workspace. “ServiceNow has provided frictionless ways for colleagues to handle their IT; it has removed a lot of mundane tasks and certainly made onboarding new. Name of the table that contains the record to open. Click the Submit button. You will choose which app shell your experience will use when creating the experience, but an experience can only have a single app shell. 1. You can start working on Universal Request in the Agent Workspaces from one of theseServiceNow Learn more about ServiceNow products and solutions. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps,. Users might experience of getting frequent out of memory errors or browser window crashing, when using the Agent Workspace inside Chrome 32-bit browser. For example, if a work item requires the language skillIf you're already using Agent Workspace, SOW should be a fairly easy change. About. If you want to change the view of the incident workspace form. Service Agents and Operators enabling seamless flow of incidents, problems, changes, and alerts to predict and resolve service degradations. Hi @Jordan Bourgeoi ,. Dig deeper into Dynamic Translation. This method is only available in the client scripting environment or in a UI action on the workspace client script field. How search works: Punctuation and capital letters are ignored. On the App Home tab, click the Collection Tracker Workspace card. About this task. Configure the UI Action. ServiceNow Store. In Agent Workspace, When a record is opened from Reference field of related record, Compose/Activities Section is not visible. ServiceNow Agent Workspace allows you to create your own workspace to simplify your organization’s workflow of custom tasks. Login here. Read Data Sheet Try Mobile App Benefits of Mobile. Create a consumer-grade experience for patients that lets them access care or make requests from anywhere. However we can delete it from sys_aw_my_list table. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. Cloud Operations Workspace. Need to Hide Workspace Tab in the Unified Navigation in Next Experince - Support and. — March 22, 2023 — ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, today announced a major platform expansion with the Now Platform Utah release . ServiceNow commissioned research on how AI will affect the skills of the future. >. Find detailed information about ServiceNow products, apps, features, and releases. Combine HRSD with other products and apps to create a powerhouse employee experience platform. If you are using " UI Builder for Agent Workspace for HR Case Management", it would directly take you yo the HR Agent Workspace to configure, if you are using UI Builder, then Search for "HR Agent Workspace" from the experiences, like below: 3. g. From the native platform, go to that form view. Keep your hybrid workforce engaged and productive. The type for the fields 'comments' and 'work_notes' is 'Journal' whereas in the OOTB is 'Journal Input' (that is supported in Agent Workspace). . - Import attached update set and commit to the instance. - Open Agent Workspace Home - Click New button to create new Incident or Case (for Case, Customer Service Management plugin must be installed) - Observe form is empty - see screenshots attached below: Release or Environment. Explore the Agent. Gain real-time visibility across channels and work so you can manage for optimal performance. Learning Build skills with. ServiceNow Learn more about ServiceNow products and solutions. Special characters like underscores (_) are removed. Try to resize columns by dragging the separator Expected Behavior: Columns should be resizedMigrate to CSM Configurable Workspace - Product Documentation: Tokyo - Now Support Portal. Contextual Search in ITSM Virtual Agent Topics that leverage Contextual Search and Request Catalog Item topic blocks and are duplicated from the Global scope now work without any errors because they are made accessible. Select UI Action in the middle pane as the file type then click the Create button. Key feature. in ITSM forum 04-10-2023If we have a custom agent workspace configured, The Compose Email form is not rendered exactly same as that of the OOB agent workspace. Reduce cost. Explore Platform. Special characters like underscores (_) are removed. For example, if a work item requires the language skill If you're already using Agent Workspace, SOW should be a fairly easy change. Design a self-service user experience with a responsive portal interface. As such, the product documentation and release notes are provided for informational purposes only, and will not be updated. Financial Services Operations;. Sending and. Update the list filter. contextual_search, com. The CMDB Workspace plugin adds the following to Agent Workspace: CMDB list category and associated filtered lists. Encountering a problem with a User Interface (UI) Policy that has the Run Script feature enabled, which is designed to display or conceal Annotations on Workspace. We would like to show you a description here but the site won’t allow us. The 'Journal' field type is not supported in Agent Workspace. The app enables service desk agents to promptly manage. Reduce customer effort and improve your bottom line. ServiceNow Agent Workspace provides Staff a central place to manage service requests. Need to Hide Workspace Tab in the Unified Navigation in Next Experince - Support and. Bring together the right agents to manage work and collaborate using one platform for IT processes. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. GlideAgentWorkspace (g_aw). The Incident workspace form is similar to the default platform Incident form. App Engine Studio creates a Workspace that is edited from the Workspace. Provide employees with a unified portal to create reservations, access maps, register visitors, and order services. Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently using ITSM Agent Workspace. Keep your hybrid workforce engaged and. Enter a keyword for the custom record. Transform manual tasks and mundane work into digital workflows. 2 weeks ago. Sign in for. The template_editor_global is required to show global templates on the Agent Workspace. Agent Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling agents to be more efficient. Agent Workspace is not supported to. Now Platform. , Instructional, manual entry and Automation flows) to an easy to follow. * *Enterprise integration only Figure 1: Support agents can send invitations for both Remote Support sessions and Assist AR sessions, and start those sessions from within the TeamViewer Remote Control tab in ServiceNow. The Agent Workspace for HR Case Management application is a new re-factored workspace for HR agents. Skip to page content. cmdb-workspace) is activated by default in a base system. Improve agent efficiency with a single workspace built to facilitate resolutions. Adoption of the Virtual Agent can be measured with KPIs such asDocumentation Find detailed info about ServiceNow products, apps, features, and releases. This is a mandatory role to view global templates on the workspace. On platform UI when an Incident is set to On Hold - Awaiting Caller, the Additional Comments field becomes mandatory and the Post button is hidden. Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently using ITSM Agent Workspace. Back. This is in-line with ServiceNow's focus on continually improving HR Agent Workspace as a human-focused experience catered toward HR agents. Thanks in. On Agent workspace "My Lists" , the list saved with name "%" is not displayed and list actions on that list are also not displayed. Service Operations Workspace. Learning#15: Auto Populate Email ID from Field "Requested For" in Catalog Form. See how we have successfully integrated AWS Connect with our Agent Workspace; putting everything our support agents need on a single screen. Click paperclip on the right forAsk questions, give advice, and connect with fellow ServiceNow professionals. Skip to page contentSLA data keeps loading in Agent Workspace widget - Support and Troubleshooting - Now Support Portal. Agent Workspace is not supported to. This API is exposed to client scripts, also known as page scripts. GlideAgentWorkspace (g_aw). Navigate to cases >> All from lists and open any case by clicking Command+Click 3. In Agent Workspace, a tab called Agent Assist allows users the ability to search records based on the current records Short Description terms. STR: Go to HR Agent Workspace Open HR Case, and click set Reminder (three dots next to close Loading. You can grant access to workspace for specific role users by creating the acl or. Key feature. Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling agents to be. Set the refresh rate interval for the reports or indicators. Impact Accelerate ROI and amplify your expertise. Skip to page content. Ask questions, give advice, and connect with fellow ServiceNow professionals. In the Happening Now section, note how many incidents are open P1 incidents. Dig deeper into Dynamic Translation. The component can be placed in the Workspace form using the Contextual side panel, the value from the short description field wil be used as the search term. Impact Accelerate ROI and amplify your expertise. The landing page provides an overview of outages, service announcements. To configure the visibility of the particular workspace in the Workspaces menu in Unified NavigationCitrix integration with ServiceNow Virtual Agent is now available to entitled ServiceNow and Citrix customers, including those with Citrix Virtual Apps and Desktops service Premium and Citrix Workspace Premium. As the documentation notes: "When you open a record, Agent Customer Service Management Configurable Workspace. Control the display of agent names and avatars in the chat window. Organizations face mounting pressure to streamline their processes and improve productivity and performance, often with tighter budgets and fewer resources. Role required: admin Ensure that In Agent workspace, when typing words on the description field continuously with little speed, the letters are missing and starts flickering. dialog opens. Contact Sales. Go to any Madrid Patch 4. Learning Objectives This guide will help you: • Learn how to submit a service request as the customer. In the example, the. How search works: Punctuation and capital letters are ignored. For example - after adding ribbon for incident, the timeline ribbon was stuck on loading whenYou can manage the life cycle of task records such as incidents, requests, and walk-ups in IT Service Management workflows. Do more with HR Service Delivery. In this exercise, you will explore the baseline IT Service Management Agent Workspace to familiarize yourself with Workspaces and their capabilities. 6) Click on "Add new Interaction". Use Chat Setup to configure these features: Activate or deactivate live chat (enabled by default). Explore the Open PI Incidents component. The ServiceNow Virtual Agent improves productivity from multiple perspectives. There are 2 parts to enabling Agent Assist for a table: Create a new Table Configuration record within the Contextual Search application for the table you are working with. Enable your agents to take action at any time with a swipe or a tap. - Now Learning. Special characters like underscores (_) are removed. 2. HTTP Effect is used to request items from the kb_knowledge table using Table APIs and Now Design System components to make it look attractive. View. Impact Drive a faster ROI and amplify your expertise with ServiceNow Impact. Components in the form ribbon display relevant information about the case, including a contact or. Loading. Watch this video series to learn about new feature introduced by ServiceNow that is Agent WorkSpace. Use automation and digital workflows to feed critical asset data to the business. Resolve issues fast with chatbots that understand simple, human language. Additional Information. Select a field to include in the list. Drag and drop the PA indicators or containers. Service Operations Workspace. “With ServiceNow HRSD, employees could submit their COVID-19 questions in one place and have them addressed quickly. To complete the exercises, switch to the Admin user role. Provides agents with a quick overview of the case details. 12-19-2022 01:54 AM. 7) Repeat step 2 and activate the "Alert Intelligence" plugin. Case navigation and management become a lot easier by enabling agents to handle multiple records of several types in one single tab/window of their web browser. Some chat interactions are stuck in a queued state and do not show up for any agents in their Workspace inbox. The component can be placed in the Workspace form using the Contextual side panel, the value from the short description field wil be used as the search term. Two scenarios that cause Client Scripts not to work, in Agent Workspace, are discussed in this article: Scenario 1: Client Script not working in Agent Workspace even though the UI Type field on the client. Highlight list fields not working when "Wrap List Text" is enabled in Workspace settings Steps to Reproduce Navigate to Workspace Experience > Administration > Highlighted Values and click New. You do not create a Workspace for the Suggestion Box application. Skip to page content. To transition from the legacy agent workspace to the new Agent Workspace, you can follow these steps:The message - 'This form has not been configured for Workspace. Teams are ableDownload ServiceNow Agent and enjoy it on your iPhone, iPad, and iPod touch. The timeline ribbon cannot loading on agent workspace after setup new Ribbon record on Agent Workspace Form. Cause For customers switching over to Agent Workspace, Client Scripts will not work the same the way as it works in native UI. Learning Build your skills with instructor-led and online training. Protect your business with software license management by embedding SAM into the. Navigate to Event Management --> Alert. Create seamless experiences for customers and agents with compliance. Agent Workspace Enhance agent productivity withHow search works: Punctuation and capital letters are ignored. The component can be placed in the Workspace form using the. Skip to page content. Developer Build, test, and deploy applications. This is also reproducible in Agent Workspace. Activate or deactivate transcript download. The new UI Builder-based workspace makes it more configurable and flexible for customers. Here are some of the key features:Landing page - Get started with the landing page that is tailored for your Service Desk agents and Level 2/3 analysts. Automate and connect anything to ServiceNow. 5. On Agent Workspace the Comments field is mandatory butAgent Workspace is a configurable service desk applicati. Select an authentication method to sign in and enter your ServiceNow Instance Host and API URI. Each workspace is tailored to the kind of issue that the agents work on. Boost agent efficiency and customer satisfaction with intelligent service automation. Click the button in the Workspace header to edit the components. Known synonyms are applied. In that case, Find out which view is being used for the workspace. After initial slow loading, the workspace will load. You can configure the workspace name, description, and other details based on customer requirements. In this section of the exercise, you will update the filter on the List - Simple element so the signed in user only sees their To Do records. Multiple tabs allows agents to efficiently manage several cases at once. The 'Checklist' is not showing on Agent Workspace view is because the 'checklist' is a UI-Macro and Agent Workspace does not support macros. This reference lists available classes and methods along with parameters, descriptions, and examples to make controlling the end user experience easier. 4389. Improve agent efficiency with a single workspace built to facilitate resolutions. How search works: Punctuation and capital letters are ignored. Give service managers a complete view of their assets and teams’ tasks. Create a new Declarative Action Assignment record that will link the Table Configuration from step 1 to the Agent Workspace form. The way to develop the process is with ServiceNow Process Automation Designer (PAD). In the New York release, more configurations and options are developers for administrators and developers to enhance the experience for their users. Click the number in the Open P1 Incidents component to open a list of records. Transform manual tasks and mundane work into digital workflows. Skip to page content. Close the Workspace browser tab. Skip to page content. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. * *Enterprise integration only Figure 1: Support agents can send invitations for both Remote Support sessions and Assist AR sessions, and start those sessions from within the TeamViewer Remote Control tab in ServiceNow. Digitize internal processes to become more proactive, predictive, and resilient—all while maintaining security and compliance. Deliver. Texts typed in Work notes or Comments gets disappeared first time when switching between browser tabs from Agent Workspace Steps to Reproduce 1. Cause. - The landing page should show a Count report, click on the number. Step 1: Create a new page that then will get opened in a new tab, if you press the button. Dispatcher Workspace; Dynamic Scheduling; Schedule Optimization; Inventory Management;. Each should have appropriate targets defined, and ServiceNow Performance Analytics can be used to track and visualize your progress towards these goals. Automate and connect anything to ServiceNow. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. Build My First App Engine Studio ApplicationConfiguring a Workspace. But there’s every reason to upgrade now, stay ahead of the competition, and deliver the workspace. ServiceNow Service Operations Workspace is an essential catalyst to driving unified Service Operations strategy. HTTP Effect is used to request items from the kb_knowledge table using Table APIs and Now Design System components to make it look attractive. Skip to page content. 0 from the Tokyo release onwards. In Agent workspace clicking the Resolve UI Actions sets state to "Closed" instead of "Resolved"ServiceNow Agent Workspace. Community Ask questions, give advice, and connect with fellow ServiceNow professionals. Key Features of . Create a consumer-grade experience for patients that lets them access care or make requests from anywhere. ServiceNow provides workspaces for different issue. Loading. 02-23-2023 03:53 AM. If you're a portfolio manager or service owner, you can manage and monitor portfolios and services in one integrated and graphically intuitive user interface. Skip to page content. The Workspace application aims to give quick access to agents, answer. Figure 2: Initiate TeamViewer Unattended Connection with one click from. That's why curious to know how other customers are embracing it. Lists are not rendered/ shown in Agent Workspace - Support and Troubleshooting > Knowledge Base > Login here. Explore the Open PI Incidents component. When you open the same record from Workspace list view, Compose/Activities. Community Ask questions, give advice, and connect with fellow ServiceNow professionals. Agents set these states in their Agent Workspace Inbox. The client scripts needs to modified so that they work the same way in native UI The Dialog Acts enhancement is enabled for all topics available in ServiceNow® Virtual Agent and Virtual Machine applications. Request apps on the Store Visit the ServiceNow Store Enable an agent to quickly start prioritizing tasks by redirecting the agent to the Service Operations Workspace landing page after logging in to the ServiceNow instance. Designed with customer service staff in mind, the CSM Agent Workspace helps an agent quickly resolve issues with automated. listIn this exercise, you will explore the baseline ITSM Agent Workspace to familiarize yourself with Agent Workspace and its capabilities. Download ServiceNow Agent and enjoy it on your iPhone, iPad, and iPod touch. As a result, it helps equip organizations to:. Clicking on a pdf file in Agent Workspace displays Preview not available Steps to Reproduce Go to Agent Workspace Home 2. There will be three sections in the Details, Case, Comments and Related Search Results. Special characters like underscores (_) are removed. ServiceNow provides client-side JavaScript APIs allowing all of you to control aspects of how ServiceNow is displayed and functions within the web browser. Financial Services Operations;. ServiceNow Store. Key feature. Skip to page content. Any. In this post, we will provide a walk through on how to create your first and basic playbook in ServiceNow. Explore the Agent Workspace Home TabAgent Workspace introduced in Madrid. Description. Instructions. Basically acl's Loading. Track coverage, swaps, and time-off requests. Get Started. Click the number in the Open P1 Incidents component to open a list of records. Drag and drop the PA indicators or containers. FEATURED PRODUCTS. Impact Accelerate ROI and amplify your expertise. IntegrationHub. Key features Landing page Tailored landing page for your Service Desk agents. There might be a need to display more than 5 if a service channel record has more thanOnce the plugin is activated, it introduces a new snc_internal role and adjusts ACLs (access control list) to use that role which includes REST API access rights which is what the graphQL calls probably lose access temporarily. Expected : Actual:The ServiceNow Agent Workspace is a configurable user interface that gives agents a fully integrated, intuitive user experience. Skip to page content. Click Manager Workspace. When a user views a record, they don't see the emails being displayed in the activity stream, even though the "Sent/Received Emails" is configured to be displayed on the activity stream. Any. Discover Solution Watch Video. Make sure the template is global . To edit the form, select a different type of record, or contact your administrator. ServiceNow supports the following workspaces: Agent Workspace for Configuration Management Database (CMDB) Agent Workspace for CMDB provides an easy-to-navigate interface. Figure 2: Initiate TeamViewer Unattended Connection with one click from the ServiceNow Incident. Start your ServiceNow journey by joining us the 2nd Wednesday of each month for an introduction to ServiceNow resources. In Agent Workspace , an interaction record opens in a parent tab and the specified entity record opens in a child tab under the interaction tab.