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

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# HR PIWB template: Predict knowledge case clusters and demand insights

# HR PIWB template: Predict knowledge case clusters and demand insights {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Use the classic setup template to configure and train your Cluster solution template with machine learning model to predict the case clusters that do not have knowledge, identify knowledge demand, and improve the knowledge
articles.

## Antes de Iniciar

Role required: sn_piwb_hr_content.admin

## Por Que e Quando Desempenhar Esta Tarefa

This template helps customizing a use case model to configure the Knowledge Demand Insights feature to identify which topics are missing knowledge articles and create actionable knowledge gaps for missing topics. Review the information from [Configure Knowledge Demand Insights](https://www.servicenow.com/docs/access?context=configure-demand-insights&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

## Procedimento

1. Navigate to AllPredictive Intelligence WorkbenchUse CasesCreate New from Templates.
2. From the templates list, go to Knowledge demand for HR case clusters template and click Start.  
   A pop-up with model name appears. This use case is handled in the classic Predictive Intelligence. You will be taken there to complete setup. You can perform the following steps:
   1. Ensure you click View product documentation for setting up this use case to review the instructions on how to configure the solution definition.  
      Nota:  
      Ensure you review and understand the documentation for creating the solution definition.
   2. Click Take me there to get started with the solution definition.
   {#hr-piwb-kb-case-clusters__ul_hqv_g34_2qb}  
   Machine Learning Solutions landing page appears.Figura 1. HR ML use cases
3. Review the information from [Configure Knowledge Demand Insights](https://www.servicenow.com/docs/access?context=configure-demand-insights&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).
4. Go to ClusteringKnowledge demand for HR case clusters from the available Solution Definitions, click Configure.  
   The solution definition appears.
5. On the form, verify the default field values and customize the solution as required.
{#hr-piwb-kb-case-clusters__steps_amt_2m2_fqb}

## Resultado

You can use a demand insights for knowledge gap analysis and create actionable knowledge articles for missing topics.

Review the corresponding use case information from [Machine learning solutions for HR Service Delivery](https://servicenow-prod.fluidtopics.net/zQz23z7SmVB_Bx8s8WNkkw "Machine learning solutions for HR Service Delivery help in auto determining assignment groups and services for HR cases, auto creating cases from emails, and discovering knowledge articles that help in faster resolution of cases and tasks.").

## O que Fazer Depois

You can verify the integration status from HR AdministrationHR AI ConfigurationsSolution definition. The use case is now mapped to the selected solution definition.
**Tópicos relacionados**   

* [Create and train a similarity solution](https://www.servicenow.com/docs/access?context=create-similarity-solution&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
* [Create and train a clustering solution](https://www.servicenow.com/docs/access?context=create-clustering-solution&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)