Configure HCM agents for HR Service Delivery AI Agent Collection

  • Release version: Yokohama
  • Updated June 25, 2025
  • 1 minute to read

    • Enable your employees to place requests to the Human Capital Management (HCM) system using the HR Service Delivery AI agent collection.

    Before you begin

    Role required: admin

    Procedure

    1. Install the Now Assist for HR Service Delivery (HRSD) plugin (sn_hr_gen_ai).
      For more information, see Configure Now Assist for HR Service Delivery (HRSD).
    2. Activate the Enterprise Service Management Integrations Framework] application from the ServiceNow® Store.
    3. Configure the required ServiceNow spokes or customize spokes to pull data from HCM systems.
      For more information, see Integration of HR Service Delivery with third-party systems.
    4. Create subflows aligning with Template Integration Gateway.
      For more information, see Create a subflow using Template Integration Gateway.
      Note:
      The subflows for Oracle HCM can be used as a reference to build subflows for any other HCM systems.
    5. Add input choices and define conditions and results in a decision table for the Integration Gateway subflow.
      For more information, see Configure Integration Provider Mapping (Decision table).
    6. Duplicate available HCM agents to run them autonomously.
      For more information, see Duplicate an AI agent.
      Note:
      In the Toggle display section, ensure the toggle beside Virtual Agent is enabled.