Using Issue Auto Resolution for HR to handle cases

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Using Issue Auto Resolution for HR to handle cases

    The Issue Auto Resolution for HR application enables your organization to efficiently manage high-volume, low-value HR cases by providing employees with self-service options. This approach reduces the workload on HR agents, allowing them to focus on more complex issues requiring manual intervention. Without this application, resolving such cases typically takes 3–5 days.

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    By leveraging self-service content and automated workflows, employees can resolve routine HR inquiries quickly through familiar communication channels, resulting in faster case resolution and improved employee satisfaction.

    How It Works in Practice

    The application supports multiple communication methods and automates case management as illustrated in two scenarios:

    • Scenario 1: Successful Catalog Submission via Mobile Phone
      • An employee submits an HR inquiry by email from a personal mobile device.
      • The employee receives an SMS with tailored recommendations and accesses the Employee Portal through a link.
      • The employee reviews recommendations, completes a request form, and submits it, which creates a structured HR case.
      • The original inquiry case closes automatically; if the employee is dissatisfied, they can still connect with an agent.
      • A follow-up SMS collects feedback, and the issue resolves quickly without agent intervention.
    • Scenario 2: Helpful Knowledge Article via Desktop and Microsoft Teams
      • An employee submits an HR inquiry through email on a desktop computer.
      • Microsoft Teams greets the employee with the Issue Auto Resolution virtual assistant recommending relevant knowledge base articles.
      • The employee reviews the articles but forgets the open case; the system tracks this engagement and sends a follow-up message the next day requesting feedback.
      • Upon receiving positive feedback and consent, the case is automatically closed.
      • The issue resolves within a day through the employee’s preferred channels, again without needing an agent.

    Benefits for ServiceNow Customers

    • Accelerates resolution of routine HR cases by empowering employees with self-service tools.
    • Reduces case handling time from several days to minutes or hours.
    • Supports multiple communication channels including email, SMS, Employee Portal, and Microsoft Teams.
    • Automatically closes cases when resolved or upon employee confirmation, minimizing manual effort.
    • Ensures employees can easily escalate to human agents when needed, maintaining service quality.

    You can use the Issue Auto Resolution for HR application to quickly handle your organization's high-volume, low-value HR cases and reduce the burden on your agents so that they can focus on issues that need more experience or manual assistance.

    Overview

    By providing your employees with self-service content for their routine inquiries through the Issue Auto Resolution for the HR application, you can help resolve your HR cases faster. Without the Issue Auto Resolution for HR application, your agents would take at least 3–5 days to resolve these cases.

    The following two scenarios show how you can use the Issue Auto Resolution application in your organization.

    Scenario 1 - Successful catalog submission

    Let's say that an employee recently joined your organization. The employee doesn’t have a company laptop. The main method for work-related requests are through the company’s support email address. The employee owns a personal mobile phone, which is the employee's preferred mode of communication.

    The following example shows how a new employee can use a personal mobile phone to raise a healthcare-related request.

    Figure 1. Employee inquiring about healthcare benefits
    Employee inquiry via an email and response via SMS.
    1. The employee submits an HR general inquiry through an email from the employee's own mobile device.
    2. The employee receives an SMS notification with recommendations that are related to the inquiry.
    3. The employee clicks the link in the SMS message and logs in to the Employee Portal to view the recommendations.
    4. The employee goes through all the recommendations, fills out the request form and catalog item, and submits the form.​
    5. A new structured case is created. The original case is closed automatically.
      Note:
      If the employee isn’t satisfied with the resolution, the employee can choose to connect with an agent for further assistance.

    The employee gets a follow-up SMS regarding the feedback on the original inquiry. Within minutes, the issue is resolved through the channels that the employee is familiar with. No agent was needed for this scenario.

    Scenario 2 - Helpful knowledge article

    Let's say that an employee recently joined your organization as a program manager and is assigned a company laptop. The employee spends most of the time in meetings or communicating with various stakeholders through emails and Microsoft Teams. The employee prefers reaching out through these channels when a question arises.

    The following example shows how a new employee can use a company laptop to raise a healthcare-related request.

    Figure 2. Inquiring about healthcare benefits through email
    Employee inquiry via an email and response via Microsoft Teams.
    1. The employee submits a HR general inquiry through an email via a desktop computer.
    2. The employee logs in to Microsoft Teams and is greeted by the Issue Auto Resolution virtual assistance.

      The employee views the knowledge base articles that are recommended by the Issue Auto Resolution for HR application and is satisfied with the information, but later forgets about the open case​​.

    3. The Issue Auto Resolution application tracks that the employee viewed some of the recommendations but hasn’t responded to the case. The next day, the employee gets a follow-up message in Microsoft Teams to request feedback.
    4. The employee responds with positive feedback and a case closure consent. The case gets automatically closed​.

    Within a day, the issue is resolved through the employee's preferred channels. No agent was needed for this scenario.