Auto-case creation from an email
Summarize
Summary of Auto-case creation from an email
Auto-case creation from email streamlines the categorization of HR cases, facilitating quicker responses and enhanced resolution for employees. Cases can originate from email, phone, or the Employee Service Center. By default, emails sent to the HR's general address are logged as general inquiries, requiring manual recategorization by HR agents.
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Key Features
- Predictive Intelligence: Automatically trains a model to categorize HR cases based on email content, improving efficiency.
- Activation Requirements: Available with HR Professional and HR Enterprise packages when HR Service Delivery and Predictive Intelligence applications are enabled.
- Configuration Options: Disable auto-categorization through HR Administration settings if not needed.
- Solution Definition: Includes a business rule for predicting HR services after the submission of new HR cases via email.
Key Outcomes
With proper configuration, HR cases are automatically categorized, reducing manual workload for HR agents and ensuring that requests are routed efficiently. Testing predictions can be performed by sending emails to the HR request address, verifying the accuracy of auto-categorization. This feature leads to improved service delivery and employee satisfaction.
Automatically categorize HR cases submitted by email. Auto-case creation allows for a faster response time and better case resolution for employees.
HR cases can be created via email, phone, or a self-service Service Portal such as the Employee Service Center. By default, an email sent to the general address for HR requests is created as a general inquiry case. An HR agent then has to review and manually recategorize it to the appropriate HR service. With Predictive Intelligence, a predictive model is auto-trained to categorize HR cases submitted by email. The email is routed to the appropriate HR service based on the subject line and body.
On instances where both Predictive Intelligence and HR Service Delivery are active, the following solution definition and business rule are available to use.
| Solution Definition | Description |
|---|---|
| HR Case Categorization | Predicts the HR service from the Short description and Description. |
| Business rule | Table | Description |
|---|---|---|
| Predict COE, Service after insert | HR Case [sn_hr_core_case] | Generates prediction results for active HR Service Delivery solutions. Runs when a new HR case record submitted by email is inserted. |
- The Human Resources Scoped App: Core (com.sn_hr_core) plugin is installed.
- The Predictive Intelligence (com.glide.platform_ml) plugin is installed.
- There are 10000 records of HR case study matching the filters defined in the solution definition.
- The glide.platform_ml.auto_training.enabled system property is set to true.
Once your solution definition is trained, you can test the solution prediction by sending emails to the general email address for HR requests. You can then verify that the corresponding HR cases are automatically categorized to the appropriate HR service. See Test an HR solution prediction for more information.