Agent Workspace for HR Case Management contextual side panel

  • Release version: Yokohama
  • Updated January 30, 2025
  • 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 support agents by providing relevant information and tools while working on HR cases. It presents a column of icons that dynamically appear based on the type of HR case being handled, enabling agents to efficiently interact with employees and manage case details.

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    Key Features

    • At a Glance: Displays essential HR profile details for quick reference, helping agents understand the employee they are assisting.
    • Agent Assist: Offers relevant knowledge articles related to the case and allows agents to add comments (visible to employees) or work notes (internal). It also shows all activities related to the case. Agent Assist is also available for HR interactions.
    • Employee Documents: Lists documents associated with the case. Agents can download or rename these documents. This feature requires the Employee Document Management plugin to function.
    • Attachments: Shows documents attached to the HR case, such as receipts. Attachments can be moved to Employee Document Management for archival. Agents can add, download (individually or all at once), or delete attachments directly from the panel. A green dot indicates the presence of attachments.
    • Templates: Provides reusable templates to auto-fill specific case fields, speeding up case documentation.
    • Response Templates: Offers preconfigured message templates for responding to employee inquiries, enhancing response consistency and efficiency. Agents can copy these messages into the case comments or work notes.
    • Fulfillment Instructions: Delivers targeted guidance, including instructions, knowledge base articles, or checklists, to help complete cases more efficiently.
    • Checklist: Presents a list of required steps or checks to resolve issues promptly and systematically.
    • Personal Notes: Allows agents to add private notes that are not tracked in the case history, useful for unfinalized information.

    Practical Benefits for ServiceNow Customers

    By utilizing the contextual side panel, ServiceNow customers can expect improved agent productivity and case resolution speed through easy access to relevant employee data, knowledge resources, document management, and templated communication. The integration of attachments and document management ensures proper archival and retrieval, while checklists and fulfillment instructions streamline case workflows. This structured, contextual support helps deliver a consistent and efficient HR service 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.
    • 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 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