Predict service and transfer HR cases agentic workflow
Summarize
Summary of Predict service and transfer HR cases agentic workflow
The Predict service and transfer HR cases agentic workflow automates the analysis and routing of HR cases to the most appropriate HR services. This optimization ensures HR cases are efficiently handled by the right teams, improving HR Case Management effectiveness. The workflow is powered by AI agents and tools provided by the Now Assist applications within ServiceNow.
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Prerequisites and Setup
- Requires HRSD Pro plus installation and the Now Assist HR Service Delivery AI Agent Collection.
- After configuring the Group Action Framework (GAF), run scheduled jobs including the HR service GAF grouping job and the GAF - Run Offline Flow to enable proper grouping and skill assignment.
- When modifying the workflow, AI agents, or tools, update all related instructions to maintain consistency.
Accessing and Configuring the Workflow
Access the workflow via AI Agent Studio under Agentic workflows. A guided setup provides a list of included AI agents and tools. You can view agent details such as descriptions, roles, instructions, and tools in dedicated tabs. To customize the workflow, duplicate it and adjust settings before activating the new version.
Key AI Agents and Triggers
- Record field value prediction AI agent: Predicts the HR service for an incoming case and can generate a summary and justification for the prediction.
- HR Case Transfer AI agent: Automatically transfers the case to the predicted HR service.
- Triggers must be activated according to organizational requirements, and relevant Centers of Excellence (COEs) can be enabled or disabled.
Testing and Results
Testing is performed in AI Agent Studio by providing a specific HR case number and related identifiers. The AI agent decision log offers real-time visibility into the agents’ interactions, decisions, and reasoning. Successful execution results in the case being accurately predicted and transferred to the appropriate HR service, with outcomes visible in the Agent Workspace for HR Case Management.
Analyze an HR case and automatically route it to the most appropriate HR service with the predict service and transfer HR cases agentic workflow. Optimize HR Case Management, ensuring that cases are handled by the most appropriate teams.
Overview of Predict service and transfer HR cases agentic workflow
The agents, tools, and triggers that are associated with the Predict service and transfer HR cases agentic workflow are provided by Now Assist applications. You can activate the agentic workflow template by making triggers active. 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.
- Navigate to .
- Run HR service GAF grouping job with an admin role. This generates GAF - Run Offline Flow in the Global scope.
- Run GAF - Run Offline Flow and monitor its progress.
Accessing the Predict service and transfer HR cases agentic workflow
- Navigate to .
- Select .
The 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, agent instructions/prompts, and tools. Tools are displayed in the second step of the AI agent-guided setup, Add tools, and information.
Predict service and transfer HR cases agentic workflow AI agents
| AI agent | AI agent role |
|---|---|
| Record field value prediction AI agent | Predicts the HR service of an incoming case. It can also provide a summary and justification of prediction. |
| HR Case Transfer AI Agent | Automatically transfers the case to the predicted service. |
Triggers
Activate triggers according to your organization's requirements, and enable/disable the required COEs.
Executing a test scenario
You can run this workflow on the Testing page of AI Agent Studio with the following utterance in the Task field: "Help me predict and transfer HR case with number "HRC000XXX" with "sys_id " and table "sn_hr_core_case".
The AI agent decision log displays the AI agents that are working to predict and transfer the case, and you can watch their interactions, decisions, and thought processes as they happen in real time.Prediction and transfer results on Agent Workspace for HR Case Management
This is an example of how the Predict service and transfer HR cases agentic workflow automatically identifies the appropriate HR service for a case, and transfers the case to the identified service.