Within the HR Agent Workspace, the contextual side panel can be a huge help to closing cases efficiently, and training up newer agents. However, some aspects of it can be redundant, confusing and redundant. Internally, we have a handy guide to help illustrate which pieces can do what.
Although ServiceNow has some documentation on the Side Panel (seen here), it can be helpful to have everything in one spot.
Let us know if there's anything we missed!
Each client may not use every piece of this, but it is important to ensure that you're using the right tool for the job. For example, if they don't need attachments, use Response Templates instead of Email Client Templates. If a client isn't using the Knowledge Base, then Agent Assist or Fulfillment Instructions may not be the best option.