Contextual search
task australia Updated Sep 10, 2026 1 min read osp-contextual-search.md
An OSP agent can search for related information to fulfill a case. The search results returned are the list of entities that the agent is entitled to according to the data governance.
Before you begin
Role required: sn_csm_ocs.ext_agent
Procedure
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Navigate to Outsourced Customer Service > Cases > All.
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Open a case to see the related search results according to the case description.
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--- title: Contextual search description: An OSP agent can search for related information to fulfill a case. The search results returned are the list of entities that the agent is entitled to according to the data governance. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/osp-contextual-search.html release: australia topic_type: task last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Outsourced Service Provider agent tasks, Manage cases, Use, Customer Service Management] --- # Contextual search An OSP agent can search for related information to fulfill a case. The search results returned are the list of entities that the agent is entitled to according to the data governance. ## Before you begin Role required: sn\_csm\_ocs.ext\_agent ## Procedure 1. Navigate to **Outsourced Customer Service** > **Cases** > **All**. 2. Open a case to see the related search results according to the case description.
| title | Contextual search |
| description | An OSP agent can search for related information to fulfill a case. The search results returned are the list of entities that the agent is entitled to according to the data governance. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/osp-contextual-search.html |
| release | australia |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Outsourced Service Provider agent tasksManage casesUseCustomer Service Management |