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

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Using Issue Auto Resolution for HR to handle cases

# Using Issue Auto Resolution for HR to handle
cases {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

You can use the Issue Auto Resolution for HR
application to quickly handle your organization's high-volume, low-value HR
cases and reduce the burden on your agents so that they can focus on issues that need more
experience or manual assistance.

## Overview {#using-iar-for-hr__section_gwd_kw4_rvb}

By providing your employees with self-service content for their routine inquiries through the
Issue Auto Resolution for the HR application, you can help
resolve your HR cases faster. Without the Issue Auto Resolution for HR application, your agents would
take at least 3--5 days to resolve these cases.

The following two scenarios show how you can use the Issue Auto Resolution
application in your organization.

## Scenario 1 - Successful catalog submission {#using-iar-for-hr__section_r1y_gdh_wtb}

Let's say that an employee recently joined your organization. The employee doesn't have a
company laptop. The main method for work-related requests are through the company's support
email address. The employee owns a personal mobile phone, which is the employee's preferred mode
of communication.

The following example shows how a new employee can use a personal mobile phone to raise a
healthcare-related request.
Figure 1. Employee inquiring about healthcare benefits

1. The employee submits an HR general inquiry through an email from the employee's own mobile device.
2. The employee receives an SMS notification with recommendations that are related to the inquiry.
3. The employee clicks the link in the SMS message and logs in to the Employee Portal to view the recommendations.
4. The employee goes through all the recommendations, fills out the request form and catalog item, and submits the form.
5. A new structured case is created. The original case is closed automatically.  
   Note:  
   If the employee isn't satisfied with the resolution, the employee can choose to connect with an agent for further assistance.

{#using-iar-for-hr__ol_ags_kfh_wtb}

The employee gets a follow-up SMS regarding the feedback on the original inquiry. Within
minutes, the issue is resolved through the channels that the employee is familiar with. No agent
was needed for this scenario.

## Scenario 2 - Helpful knowledge article {#using-iar-for-hr__section_rnm_yhh_wtb}

Let's say that an employee recently joined your organization as a program manager and is
assigned a company laptop. The employee spends most of the time in meetings or communicating
with various stakeholders through emails and Microsoft Teams. The employee
prefers reaching out through these channels when a question arises.

The following example shows how a new employee can use a company laptop to raise a
healthcare-related request.
Figure 2. Inquiring about healthcare benefits through email

1. The employee submits a HR general inquiry through an email via a desktop computer.
2. The employee logs in to Microsoft Teams and is greeted by the Issue Auto Resolution virtual assistance.

   The employee views the knowledge base
   articles that are recommended by the Issue Auto Resolution for HR application and is satisfied with the information, but later forgets
   about the open case​​.
3. The Issue Auto Resolution application tracks that the employee viewed some of the recommendations but hasn't responded to the case. The next day, the employee gets a follow-up message in Microsoft Teams to request feedback.
4. The employee responds with positive feedback and a case closure consent. The case gets automatically closed.

{#using-iar-for-hr__ol_ikg_kjh_wtb}

Within a day, the issue is resolved through the employee's preferred channels. No agent was
needed for this scenario.