Agent Workspace for HR Case Management contextual side panel

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 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 is designed to assist agents in managing HR cases more effectively. It provides a range of icons that offer access to essential information, tailored to the specific HR case being addressed. This functionality enhances interactions with employees and streamlines case resolution.

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    Key Features

    • At a Glance: Displays key HR profile details for quick reference, aiding agents in understanding employee backgrounds during communication.
    • Agent Assist: Offers relevant knowledge articles, allowing agents to add comments or work notes, and view all case-related activities.
    • Employee Documents: Lists case-related documents for downloading or renaming, requiring the Employee Document Management plugin for access.
    • Attachments: Shows documents related to the HR case, which can be archived in Employee Document Management for historical reference.
    • Response Templates: Provides reusable message templates for consistent replies to common HR queries, configured by HR services.
    • Fulfillment Instructions: Supplies targeted guidance for efficiently completing an HR case, including instructions and checklists.
    • Checklist: Offers a list of tasks to ensure thorough issue resolution.

    Key Outcomes

    Utilizing the contextual side panel enhances the efficiency and effectiveness of HR case management. Agents can expect improved communication with employees, quicker case resolution, and a more organized approach to handling HR-related tasks. Additionally, features like personal notes allow agents to track non-finalized information discreetly.

    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 Move employee documents using HR Service Delivery Agent Workspace.

    Select a document to download or delete it.

    Note:
    A small green dot indicates there are attachments HR Agent WS - Attachment icon.
    Response Template icon Response Templates: Shows 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