Adding Employee Details to SRs (Next Gen)

Summary:

Content (required):

Has anyone been able to add employee details to SRs? We would like view specific details related to the primary point of contact based on SR Category. Our goal is for the system to automatically present key information to the agent based on the primary point of contact, so they do not have to navigate away from the SR to view this information.

For example:

If the category is HR, then we would like to view Job, Department, Manager and Location

If the category is Payroll, then we would like to view Payroll Name

Version (include the version you are using, if applicable):