Resolve critical HR case agentic workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Resolve Critical HR Case Agentic Workflow

    The Resolve Critical HR Case Agentic Workflow is designed to streamline the resolution of HR requests by generating tailored fulfillment plans. It utilizes fulfillment instructions, knowledge base (KB) articles, and resolution notes from past cases to assist HR agents in efficiently handling cases. This workflow is part of the Now Assist applications and requires activation through specific triggers and display settings.

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    Prerequisites and Setup

    To utilize this workflow, ensure that you have HRSD Pro plus for Now Assist installed. After configuring the Group Action Framework (GAF), you will need to run the HR service GAF grouping job with admin privileges to generate the necessary offline flow.

    Accessing the Workflow

    Access the agentic workflow by navigating to All > AI Agent Studio > Overview, then selecting Agentic workflows > Resolve critical HR case. This process includes a guided setup where you can view all associated AI agents and tools.

    Key Features

    • AI Agents: The workflow includes specific AI agents such as the HR Case Planner AI Agent, which creates an ordered fulfillment plan when instructions are present, and the Next Action Recommended AI Agent, which identifies optimal steps when no instructions exist.
    • Trigger UI Action: To enable the "Generate Plan" button on the HR case form, activate the UI action through the System UI settings.
    • Testing Capability: You can test the workflow using specific utterances in the AI Agent Studio, allowing you to monitor the decision-making processes of the AI agents in real time.

    Key Outcomes

    Upon successful implementation, HR agents will benefit from accelerated case resolution through generated fulfillment plans. These plans, based on thorough analysis, can be refined by agents before approval, ensuring adaptability to specific case needs. Approved plans are automatically documented in case work notes, enhancing overall case management efficiency.

    Resolve critical HR requests efficiently with the Resolve critical HR case agentic workflow. This workflow generates a tailored fulfillment plan for an HR case using fulfillment instructions, KB articles, or resolution notes of similar past cases. It helps accelerate the resolution process by providing planning support to HR agents.

    Resolve critical HR case agentic workflow overview

    The agents, tools, and triggers that are associated with the Resolve critical HR case agentic workflow are provided by Now Assist applications. You can activate the agentic workflow template by making triggers active and setting the display settings to include the Now Assist panel. If you want to change this agentic workflow's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.

    Prerequisites and setup

    You must have HRSD Pro plus for Now Assist installed for the HR Service Delivery AI Agent Collection. When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

    Perform the following steps after you Configure Group Action Framework.
    1. Navigate to All > System Definition > Scheduled jobs.
    2. Run HR service GAF grouping job with an admin role. This generates GAF - Run Offline Flow in the Global scope.
    3. Run GAF - Run Offline Flow and monitor its progress.

    Accessing the Resolve critical HR case agentic workflow

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Overview.
    2. Select Agentic workflows > Resolve critical HR case.
    Accessing the Resolve critical HR case agentic workflowThe first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information.

    Resolve critical HR case AI agents

    The following table lists the agents that are used in the Resolve noncritical HR cases agentic workflow.
    Important:
    In the Define availability screen for the AI agent, make sure that the Status toggle is enabled to activate the AI agent.
    Table 1. Agents used in the Resolve critical HR case agentic workflow
    AI agent AI agent role
    HR Case Planner AI Agent Creates an ordered step-wise fulfillment/execution plan for an HR case based on specific COE or HR service.
    Note:
    This AI agent is invoked when fulfillment instructions are present for an HR case.
    Next action recommended AI agent Identifies the optimal steps for resolving tasks by referencing similar case details, reviewing relevant knowledge articles and web search results. It summarizes and presents to the user a step-by-step summarized resolution plan and derived action plan. Implements the feedback flow only when asked for it.
    Note:
    This AI agent is invoked when fulfillment instructions aren't present for a case.

    In the Resolve HR cases agentic workflow, review the information in the Describe and connect section, make the necessary updates to confirm the agentic workflow adapts to your requirements, and then select Save and Continue.

    Trigger

    UI action: To make Generate plan available to users on the HR case form in UI16 and Agent Workspace for HR Case Management, you must activate the UI action. When activated, a button appears that says Generate Plan when users are looking at active records on the HR case table.
    1. Navigate to All > System UI > UI actions.
    2. Search in the Name field for Generate plan.
    3. Open the record.
    4. Set Active to true.
    5. Save or update the record.

    Executing a test scenario

    After the workflow has been activated in AI Agent Studio, you can run this workflow on the Testing page of AI Agent Studio with the following utterance Plan in the in the Task field: HRC000XXX.
    The AI agent decision log displays the AI agents that are working to resolve the case, and you can watch their interactions, decisions, and thought processes as they happen in real time.
    Note:
    The AI agent decision log is available in the Testing section in AI Agent Studio and is intended for testing purposes only.

    Testing input for the agentic workflow.Testing output for the agentic workflow.

    The AI agent creates fulfillment plans by analyzing HR case details, employee information (location and designation), relevant KB articles, fulfillment instructions, and resolution notes from similar cases. HR agents can refine the plan through prompts before approving it. Approved plans are automatically added to the case work notes.
    Note:
    The option to generate a resolution plan appears only:
    • For the HR service of Fulfillment type: Manual. It does not appear for the Employee Relations and Life Cycle Events cases.
    • When a case is move to Ready state.

    Generating a resolution plan for an HR case

    For more information, see Generate a fulfillment plan