Auto-case creation from an email
Summarize
Summary of Auto-case creation from an email
The Auto-case creation feature streamlines the categorization of HR cases submitted via email, reducing response times and improving case resolution for employees. This functionality is available for HR Professional and HR Enterprise packages with the activation of the HR Service Delivery and Predictive Intelligence applications.
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Key Features
- Automatic Categorization: Emails sent to the HR's general address are initially categorized as general inquiries but are auto-categorized based on email content using Predictive Intelligence.
- Predictive Model Training: The system auto-trains a predictive model to categorize cases if specific conditions are met, including the installation of necessary plugins and sufficient historical data.
- Configuration Options: Users can disable this feature if not needed by adjusting settings in HR Administration.
- Domain Separation Support: Configurations can be tailored for different domains if domain separation is used in the instance.
Key Outcomes
With the proper setup, HR cases submitted by email can be efficiently categorized to the appropriate HR service, allowing HR agents to focus on more complex tasks. Users can test the predictive model by sending emails to verify accurate categorization, ensuring a seamless experience for employees seeking HR assistance.
Automatically categorize HR cases submitted by email. Auto-case creation allows for a faster response time and better case resolution for employees.
HR cases can be created via email, phone, or a self-service Service Portal such as the Employee Service Center. By default, an email sent to the general address for HR requests is created as a general inquiry case. An HR agent then has to review and manually recategorize it to the appropriate HR service. With Predictive Intelligence, a predictive model is auto-trained to categorize HR cases submitted by email. The email is routed to the appropriate HR service based on the subject line and body.
Predictive and HRSD solution definition and business rule
On instances where both Predictive Intelligence and HR Service Delivery are active, the following solution definition and business rule are available to use.
| Solution Definition | Description |
|---|---|
| HR Case Categorization | Predicts the HR service from the Short description and Description. |
| Business rule | Table | Description |
|---|---|---|
| Predict COE, Service after insert | HR Case [sn_hr_core_case] | Generates prediction results for active HR Service Delivery solutions. Runs when a new HR case record submitted by email is inserted. |
- The Human Resources Scoped App: Core (com.sn_hr_core) plugin is installed.
- The Predictive Intelligence (com.glide.platform_ml) plugin is installed.
- There are 10000 records of HR case study matching the filters defined in the solution definition.
- The glide.platform_ml.auto_training.enabled system property is set to true.
Once your solution definition is trained, you can test the solution prediction by sending emails to the general email address for HR requests. You can then verify that the corresponding HR cases are automatically categorized to the appropriate HR service. See Test an HR solution prediction for more information.