Agent Workspace for HR Case Management contextual side panel
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.
Image omitted: contextual-sidebar-1.png
Contextual side panel in Agent Workspace showing column of icons for case information and employee interaction
Contextual side panel in Agent Workspace showing column of icons for case information and employee interaction
The icons that appear depend on the type of HR case you are looking at.
| Icon | Description |
|---|---|
Image omitted: agent-ws-hr-at-a-glance-icon.png 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.</td><td> | |
Image omitted: knowledge-base-icon.png </td><td>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.<strong>Note:</strong> Agent Assist is also available for HR interactions.</td></tr><tr><td> Image omitted: employee-docs-icon.png </td><td>Employee Documents: Lists documents related to the case you are on. Select the document and you can download it or rename it.<strong>Note:</strong> The Contextual side panel requires the Employee Document Management [com.sn_employee_document_management] plugin to display the employee documents. For more information, see <a href="../../employee-document-management/hr-employee-doc-management/">Employee Document Management</a>.</td></tr><tr><td> Image omitted: attach-icon.png - To download all attachments at one time, select </td><td><p>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.- To add attachments to a case, click <strong>Select File</strong>. Image omitted: select-icon.png - To download only a specific attachment, select a specific attachment, select and select <strong>Download all</strong>. Image omitted: select-icon.png - To delete all attachments at one time, select , and select <strong>Download</strong>. Image omitted: select-icon.png - To delete only a specific attachment, select a specific attachment, select and select <strong>Delete all</strong>. Image omitted: select-icon.png , and select <strong>Delete</strong>.</p> Note: A small green dot indicates there are attachments Image omitted: agent-ws-hr-attach-icon.png .</p></td></tr><tr><td> Image omitted: templates-aws.png 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.</td><td> | |
Image omitted: response-template-icon.png 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.</td><td> | |
Image omitted: fulfill-insts-icon.png 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.</td><td> | |
Image omitted: checklist-icon.png 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.</td><td> | |
Image omitted: personal-notes.png 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</td><td> |