Hello ,
Please follow the below steps.
HR Case/Request Resolved → Analyze Resolution → Search Existing Knowledge → Draft Article if No Match
Trigger
Use a Flow Designer flow triggered when the HR request/case changes to Resolved/Closed.
Capture:
Short description
Description/details
Resolution notes
Resolution code/category
HR service/topic
Analyze resolution
Use Now Assist / Generative AI to summarize and identify the actual issue and solution.
Example:
Issue: Employee unable to update bank details
Resolution: HR updated the employee's bank information after validating the required documents.
Search existing Knowledge Articles
Search the HR Knowledge Base using the extracted topic/problem/solution.
Compare the resolution against existing articles using semantic similarity rather than only exact keywords.
Decision
Matching article exists:
→ Don't create a new article. Optionally recommend the existing article for review/update.
No relevant article exists:
→ Continue to AI article generation.
Generate draft Knowledge Article
Generate a structured draft such as:
Title
Summary
Issue/Question
Resolution/Answer
Steps to resolve
Applicable HR service/category
Keywords
The AI should use only the resolution information and approved HR content as its source.
Create article as Draft
Create the record in the appropriate Knowledge [kb_knowledge] table.
Set the article state to Draft rather than immediately publishing it.
Populate the appropriate HR Knowledge Base and Knowledge Category.
HR review/approval
Assign the draft to an HR Knowledge Manager/SME.
Reviewer can:
Edit
Approve/publish
Reject
Request changes
Regards,
Alok Gupta
