---
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 for HR case resolution

# HR PIWB template: Predict knowledge for HR case resolution {#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 Similarity solution template with machine learning model to recommend knowledge articles to assist an HR agent for faster case resolution.

## Antes de Iniciar

Role required: sn_piwb_hr_content.admin

## Procedimento

1. Navigate to AllPredictive Intelligence WorkbenchUse CasesCreate New from Templates.
2. From the templates list, go to Knowledge for resolving HR Cases for agents 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-similar-hrcases-agent__ul_hqv_g34_2qb}  
   Machine Learning Solutions landing page appears.Figura 1. HR ML use cases
3. Go to SimilarityKnowledge for resolving HR Cases for agents from the available Solution Definitions, click Configure.  
   The solution definition appears.
4. On the form, verify the default field values and customize the solution as required.
{#hr-piwb-similar-hrcases-agent__steps_vys_jpn_qlb}

## Resultado

When the configuration is complete, agents can discover similar information across knowledge articles based on the short description of the HR case and the text in Related Search Results. Display of such similar knowledge articles can help an HR agent to quickly resolve the cases.

## 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**   

* [Predictive Intelligence](https://www.servicenow.com/docs/access?context=predictive-intelligence&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
* [Get started with Predictive Intelligence](https://www.servicenow.com/docs/access?context=install-predictive-intelligence&version=australia&pubname=australia-intelligent-experiences&section=get-started-predictive-intelligence&ft:locale=en-US)