Playbook lookup component

---
title: Playbook lookup component
description: The playbook lookup component enables agents to look up contact and consumer records.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-playbook-lookup-component.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Playbook page templates, Playbooks in Customer Service Management, Agent tools, Organize agent workspaces, Configure, Customer Service Management]
---

# Playbook lookup component

The playbook lookup component enables agents to look up contact and consumer records.

Using the lookup component, agents can do the following:

-   Look up a contact or consumer by name, phone number, or email address. As the agent types characters in the search box, matching information appears in record cards below the search box.
-   Select a contact or consumer after searching by selecting the link icon on the desired record card. The selected record card replaces the lookup component.

Agents can perform the following actions from a record card:

-   Remove a linked contact or consumer from a case record by selecting the more actions icon and then selecting **Unlink**.
-   Edit and save a linked contact record by selecting the pencil icon, editing the information for the contact, and selecting **Save**.
-   Select a reference field on a lookup card to open the referenced record in a sub-tab.
-   Select an email address on a lookup card to open to open the email composer in a sub-tab.
-   Select a phone number on a lookup card to make a phone call.

**Note:** An account lookup component is also available. To display this component, turn off the **Hide component** setting for this component in [UI Builder](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/application-development/ui-builder-overview.md). This setting is located in the Component visibility section of the Configure tab.