---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Help resolve tuition reimbursement requests

# Help resolve tuition reimbursement requests agentic workflow {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Help resolve tuition reimbursement requests agentic workflow

The Help resolve tuition reimbursement requests agentic workflow automates the evaluation of employee tuition reimbursement submissions against company policies.
It uses the Policy-based HR evaluator skill to analyze course details submitted via the Employee Center and compares them with policy requirements documented in knowledge articles.
The workflow then provides a decision to approve, deny with explanation, or request additional information based on the completeness and compliance of the submission.
Show full answer Show less  
This workflow is specifically designed for pre-approved and completed courses and helps employees assess whether a course meets company requirements before enrollment.

## Key Features

* **Automated evaluation:** Processes reimbursement requests efficiently by matching course details against policy criteria.
* **Decision outcomes:** Returns clear case analysis with approval, denial, or request for more information.
* **AI agents involved:**
  * **Tuition reimbursement request evaluator AI agent:** Reviews case details against company policies.
  * **Tuition reimbursement request closure AI agent:** Adds resolution notes and updates case status.
* **ServiceNow Otto panel integration:** Optionally enables notifications and AI agent outputs to be displayed for HR agents within the panel, facilitating real-time case updates.
* **Triggering mechanism:** The workflow initiates automatically when a case is assigned and is in Ready or Work in progress state, enabled via a system business rule (TR Case Created or Updated).

## Practical Use for ServiceNow Customers

ServiceNow customers can leverage this agentic workflow to streamline tuition reimbursement processing by automating policy compliance checks and decision-making. Enabling the related business rule and optionally the ServiceNow Otto panel ensures that HR agents receive timely notifications and summaries for efficient case handling. This reduces manual effort, accelerates reimbursement decisions, and improves employee satisfaction by providing transparent outcomes.  
The Help resolve tuition reimbursement requests agentic workflow streamlines the reimbursement process by evaluating employee course reimbursement submissions against company policies and returning a decision of approval,
denial, or request for additional information.

## Help resolve tuition reimbursement requests overview {#resolve-tuition-reimbursement-requests__section_b25_wzj_h2c}

The Help Resolve Tuition Reimbursement Requests agentic workflow automates the evaluation of employee tuition reimbursement submissions using the Policy-based HR evaluator skill to compare course information provided through the Employee Center against company policies documented in knowledge articles. For each request, the workflow collects the submitted course details, analyzes them against policy requirements, and returns a case analysis with one of three decisions: approval if the request meets all policy requirements, denial with explanation if requirements are not met, or a request for additional information if the submission is incomplete.  
Note:  
This agentic workflow is designed for reimbursement requests for courses that were pre-approved and completed. The [Help resolve tuition requests](https://servicenow-prod.fluidtopics.net/fOJ1_Iv2ltK_zwyFFuGVSQ "The Help resolve tuition requests agentic workflow evaluates employee-submitted course information against company tuition policies found in knowledge articles to help employees understand whether their proposed course meets reimbursement requirements and directs them through the pre-approval flow.") agentic workflow helps employees evaluate whether a course meets company requirements before the employee enrolls.  
To access the agentic workflow:

1. Navigate to AllAI Agent StudioOverview.
2. Select Agentic workflowsHelp resolve tuition reimbursement requests.

   The Define key requirements workflow is displayed. For more information, see [Help resolve tuition reimbursement requests AI agents](https://servicenow-prod.fluidtopics.net/uVQ7JaNO7bliJH~Qs7q3xA#resolve-tuition-reimbursement-requests__section_kgq_whk_h2c).
3. The Select a UI display option enables the ServiceNow Otto panel. For more information, see [Select display](https://servicenow-prod.fluidtopics.net/uVQ7JaNO7bliJH~Qs7q3xA#resolve-tuition-reimbursement-requests__section_bc5_ykn_x2c).
4. Enable the business rule that triggers the agentic workflow. For more information, see [Triggers for the Help resolve tuition reimbursement requests agentic workflow](https://servicenow-prod.fluidtopics.net/uVQ7JaNO7bliJH~Qs7q3xA#resolve-tuition-reimbursement-requests__section_chn_zlf_j2c)
{#resolve-tuition-reimbursement-requests__ol_qsk_tjc_j2c}

## Help resolve tuition reimbursement requests AI agents {#resolve-tuition-reimbursement-requests__section_kgq_whk_h2c}

The following table lists the agents that are part of the agentic workflow.{#resolve-tuition-reimbursement-requests__table_x5b_snk_h2c__entry__2}

| AI agent | Description |
|-|-|
| Tuition reimbursement request evaluator AI agent | Evaluates the HR case details against the company policies described in knowledge articles. |
| Tuition reimbursement request closure AI agent | Adds work notes with the resolution steps taken and moves the case to awaiting approval/close complete. |
[Table 1. AI agents in the Help resolve tuition reimbursement requests agentic workflow]

{#resolve-tuition-reimbursement-requests__table_x5b_snk_h2c}

## Select display {#resolve-tuition-reimbursement-requests__section_bc5_ykn_x2c}

In the Select a UI display workflow, you can enable the ServiceNow Otto panel display, which sends notifications to HR agents for the triggered case. When theServiceNow Otto panel option is enabled, the AI agent output or notifications are displayed in the ServiceNow Otto panel.

Select this option to receive and review notifications by AI agents in the ServiceNow Otto panel. AI agents notify HR agents in the ServiceNow Otto panel with the case resolution and summarization notes.

## Triggers for the Help resolve tuition reimbursement requests agentic workflow {#resolve-tuition-reimbursement-requests__section_chn_zlf_j2c}

In the Help resolve tuition reimbursement requests workflow, the agentic workflow begins executing when the case is assigned and in the Ready or Work in progress state. The agentic workflow utilizes system business rules instead of agentic triggers. To enable the business rule, do the following steps:

1. Navigate to System definitionBusiness Rules.
2. Locate and open TR Case Created or Updated.
3. Select the Active option to enable the business rule.
{#resolve-tuition-reimbursement-requests__ol_lcb_r2m_mhc}

*[\>]: and then