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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Help resolve tuition requests agentic workflow

# Help resolve tuition requests agentic workflow for ServiceNow Otto for HRSD {#ariaid-title1}

Release version: Yokohama  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Help resolve tuition requests agentic workflow for ServiceNow Otto for HRSD

The Help resolve tuition requests agentic workflow streamlines the resolution of tuition reimbursement cases in ServiceNow Otto for HR Service Delivery (HRSD).
It accelerates case handling by collecting required information, validating it against tuition reimbursement policies, and facilitating quicker case resolution.
This workflow is designed to reduce the mean time to repair (MTTR) for such cases.
Show full answer Show less  
To access the workflow, navigate to **All \> AI Agent Studio \> Overview** , then select **Agentic workflows \> Help resolve tuition requests**. The workflow includes defining key requirements, setting triggers, and enabling a UI display option for notifications.

## Key Features

* **AI Agents Integration:** The workflow incorporates multiple AI agents that automate evaluation and processing:
  * **Tuition reimbursement policy based HR case evaluation AI agent:** Assesses case details against company policies.
  * **Tuition reimbursement case closure AI agent:** Adds resolution notes and moves cases toward approval or closure.
  * **Tuition reimbursement preapproval task generation AI agent:** Verifies manager pre-approval or creates a pre-approval request if needed.
* **Triggers:** The workflow initiates automatically when cases are assigned and in Ready or Work In Progress states, or based on key events such as:
  * Manager approval or rejection of pre-approval requests.
  * Creation or update of tuition reimbursement pre-approval cases.
* **Now Assist Panel UI Display:** Optionally enables notifications and AI agent outputs directly within the Now Assist panel, allowing HR agents to receive timely updates and summaries concerning case progress and resolutions.

## Practical Benefits for ServiceNow Customers

By implementing this agentic workflow, HR teams can expect faster and more consistent handling of tuition reimbursement cases, ensuring compliance with company policies and reducing manual effort. The integration with AI agents helps maintain accuracy in evaluation and automates routine tasks such as case closure and pre-approval management. Enabling the Now Assist panel improves agent awareness and responsiveness by delivering real-time notifications.  
Use the Help resolve tuition requests agentic workflow for faster mean time to repair (MTTR) cases that require validation based on policies that are built for tuition reimbursement.

## Help resolve tuition requests overview {#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_b25_wzj_h2c}

The Help resolve tuition requests agentic workflow can help to collect requested information, check all the policy content, and evaluate the information to resolve a case.  
To access the agentic workflow:

1. Navigate to AllAI Agent StudioOverview.
2. Select Agentic workflowsHelp resolve tuition requests.

   The Define key requirements workflow is displayed. For more information, see [Help resolve tuition requests AI agents](https://servicenow-prod.fluidtopics.net/w7sHGbwzhyGhJqUk4wyWIA#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_kgq_whk_h2c).
3. Select Add a preferred trigger to review the trigger factors for this agentic workflow. For more information, see [Triggers for the Help resolve tuition requests agentic workflow](https://servicenow-prod.fluidtopics.net/w7sHGbwzhyGhJqUk4wyWIA#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_chn_zlf_j2c).
4. The Select a UI display option enables the Now Assist panel. For more information, see [Select display](https://servicenow-prod.fluidtopics.net/w7sHGbwzhyGhJqUk4wyWIA#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_bc5_ykn_x2c).
{#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__ol_qsk_tjc_j2c}

## Help resolve tuition requests AI agents {#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_kgq_whk_h2c}

The following table lists the agents that are part of the Help resolve tuition requests agentic workflow.{#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__table_x5b_snk_h2c__entry__2}

| AI agent | Description |
|-|-|
| Tuition reimbursement policy based HR case evaluation AI agent | Evaluates the HR case details against the company policy. |
| Tuition reimbursement case closure AI agent | Adds work notes with the resolution steps taken and moves the case to awaiting approval/close complete. |
| Tuition reimbursement preapproval task generation AI agent | Checks if the manager has approved a pre-approval request or creates a new pre-approval request. |
[Table 1. AI agents in the Help resolve tuition requests agentic workflow]

{#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__table_x5b_snk_h2c}

## Triggers for the Help resolve tuition requests agentic workflow {#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_chn_zlf_j2c}

In the Help resolve tuition requests workflow, the agentic workflow begins executing when the case is assigned and in the Ready or WIP state.{#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__table_pd1_pnz_tgc__entry__2}

| Trigger | Description |
|-|-|
| Manager approves/rejects tuition reimbursement pre-approval case | The workflow is triggered when the employee's manager approves or rejects the pre-approval request for tuition reimbursement. |
| Tuition Reimbursement Pre- Approval Case Created/Updated | The workflow is triggered when the case is created (employee submits the request) or when the case is updated. |
[Table 2. Triggers for Help resolve tuition requests agentic workflow]

{#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__table_pd1_pnz_tgc}

## Select display {#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_bc5_ykn_x2c}

In the Select a UI display workflow, you can enable the Now Assist panel display, which sends notifications to HR agents for the triggered case. When the Now Assist panel option is enabled, the AI agent
output or notifications are displayed in the Now Assist panel.

Select this option to receive and review notifications by AI agents in the Now Assist panel. AI agents notify HR agents in the Now Assist panel with the case resolution and summarization notes.
**Related topics**   

* [Now Assist
  AI agents](https://www.servicenow.com/docs/access?context=na-ai-agents&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US)
* [Install Now Assist AI agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US)
* [AI Agent Studio](https://www.servicenow.com/docs/access?context=ai-agent-studio&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US)

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