Agent Workspace for HR Case Management contextual side panel

  • Release version: Xanadu
  • Updated August 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 by providing relevant information and tools tailored to the HR case being worked on. This panel displays a column of icons that offer quick access to critical details, documents, and resources, enhancing the efficiency and effectiveness of case handling and employee interactions.

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    Key Features

    • At a Glance: Displays essential HR profile details to quickly understand the employee involved in the case.
    • Agent Assist: Offers relevant knowledge articles and allows agents to add comments visible to the employee or private work notes, along with viewing all case activities. It is also available for HR interactions.
    • Employee Documents: Lists documents related to the current HR case, which can be downloaded or renamed. Requires the Employee Document Management plugin to function.
    • Attachments: Shows documents attached to the HR case. These can be moved to Employee Document Management for archival purposes. Agents can download or delete attachments. A green dot indicates the presence of attachments.
    • Response Templates: Provides reusable, pre-configured messages for quick and consistent communication with employees regarding their cases. Templates can be copied and pasted into comments or work notes.
    • Fulfillment Instructions: Supplies targeted guidance such as instructions, knowledge base articles, or checklists to help agents complete HR cases more efficiently.
    • Checklist: Offers a list of tasks or checkpoints to ensure thorough and speedy resolution of the case.
    • Personal Notes: Allows agents to add unofficial information not tracked in case history, supporting internal note-taking.

    Practical Benefits for ServiceNow Customers

    This side panel streamlines the HR case management process by consolidating all necessary information and tools in one accessible location. Agents can quickly reference employee details, access relevant documentation, use templates for faster communication, and follow structured instructions and checklists. This leads to faster case resolution, improved accuracy, consistent communication, and a better overall employee experience.

    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