Agent Workspace for HR Case Management contextual side panel

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Agent Workspace for HR Case Management Contextual Side Panel

    The contextual side panel in Agent Workspace for HR Case Management enhances HR case handling by providing essential information and tools. It features a column of icons tailored to the type of HR case, allowing agents to efficiently assist employees and manage cases effectively.

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    Key Features

    • At a Glance: Displays key HR profile details for quick reference during employee interactions.
    • Agent Assist: Offers relevant knowledge articles and allows for comments and work notes related to the case.
    • Employee Documents: Lists documents pertinent to the case, requiring the Employee Document Management plugin for access.
    • Attachments: Shows related documents, enabling easy management through options to move, download, or delete attachments.
    • Templates: Provides reusable templates for auto-filling case fields, streamlining data entry.
    • Response Templates: Supplies pre-configured messages for efficient responses to common employee inquiries.
    • Fulfillment Instructions: Delivers targeted guidance on completing HR cases efficiently, including checklists and KB articles.
    • Checklist: Lists necessary actions to resolve cases effectively, enhancing workflow efficiency.

    Key Outcomes

    Utilizing the contextual side panel enables HR agents to manage cases more effectively, improve communication with employees, and streamline case resolution processes. This results in enhanced service delivery and increased employee satisfaction.

    The contextual side panel in Agent Workspace for HR Case Management provides information designed to help you work an HR case and interact with your employees.

    The contextual side panel provides a column of icons that provides you with information. Use the information when you interact with your employees or to complete the case.

    HR Agent Workspace Contextual side panel

    The icons that appear depend on the type of HR case you are looking at.

    Table 1. Agent Workspace contextual side panel icon descriptions
    Icon Description
    Click the At a Glance icon to show the At a Glance panel At a Glance: Provides key HR profile details for fast recall. Having this information readily available helps agents understand who they are trying to help when communicating with an employee.
    Agent Assist icon Agent Assist: Provides relevant knowledge articles about the case. You can also provide comments (visible to employee) or work notes (not visible to employee) or view all activities related to the case.
    Note:
    Agent Assist is also available for HR interactions.
    Employee Documents icon Employee Documents: Lists documents related to the case you are on. Select the document and you can download it or rename it.
    Note:
    The Contextual side panel requires the Employee Document Management [com.sn_employee_document_management] plugin to display the employee documents. For more information, see Employee Document Management.
    Attachment icon Attachments: Documents relevant or related to the HR case are displayed as attachments. These documents can be moved to Employee Document Management (EDM) for archival and historical purposes. For example, receipts for tuition reimbursement are attachments to an HR case. After you move attachments to Employee Document Management, they will be employee documents. See .
    • To add attachments to a case, click Select File.
    • To download all attachments at one time, select and select Download all.
    • To download only a specific attachment, select a specific attachment, select , and select Download.
    • To delete all attachments at one time, select and select Delete all.
    • To delete only a specific attachment, select a specific attachment, select , and select Delete.
    Note:
    A small green dot indicates there are attachments HR Agent WS - Attachment icon.
    Templates icon Templates: Displays reusable templates that you can use to auto-fill certain fields of a case.

    Select the required template so that the template values are auto-populated on the case.
    Response Template icon Response Templates: Displays reusable messages that you can use when responding to an employee that has a question about their case.

    Copy the text from the response template you want to use and paste the text into the Comments or Work notes section of the HR case.

    An HR service configures response templates and are a fast, consistent, and efficient way to respond to common questions related to HR cases.

    For more information, see Response templates for HR Service Delivery.
    Fulfillment instructions icon Fulfillment Instructions: Provides you with focused and targeted information on how to complete an HR case faster and more efficiently.

    Can include specific instructions, KB articles, or a checklist of what to do on the case.

    For more information, see HR fulfillment instructions.
    Checklist icon Checklist: Provides you with a list of things that need to be checked or done. Checklist helps you in resolving an issue efficiently and in a quicker way.

    For more information, see Using checklists in HR Service Delivery Agent Workspace.
    Personal notes Use personal notes to add information that is not finalized and must not be tracked within the case history.

    For more information, see Add personal notes