This article aims to provide you with information on Activation, Configuration and Implementation guidance specific to the Out of the Box (OOB) Agentic Workflows available to Resolve HR case.
Contents:
- Overview
- Availability & Prerequisites
- OOB Use case for Agentic Workflow
- Configuration for the Agentic Workflow
Overview
As of the December 2025 Store release of Now Assist for HR, we have three OOB agentic workflows that can be leveraged to create an agentic flow for resolving HR cases of non-critical and critical nature. These are applicable to those services that are of manual fulfillment type. These OOB Agentic workflows as of the December 2025 store release work for all COEs except Employee Relations and Lifecycle events.
For a detailed overview and evolution, please reference the Resolve HR case Overview & Evolution article.
Below are the three Agentic workflows:
- Predict service & transfer HR cases which analyze and route an HR case to the most appropriate HR service
- Resolve non-critical HR cases which detect criticality of the case and auto-resolve routine requests using HR knowledge and catalog context for non-critical cases.
- Resolve critical HR cases which empower the human agent assigned to the case by generating a tailored fulfillment plan using Fulfillment Instructions, Knowledge Articles, and similar past cases. This fulfillment plan can then be executed by the human agent.
Below is a Workflow Sequence diagram from end to end for request creation to fulfillment.
Availability and Prerequisites
To leverage the three OOB Agentic Workflows available to resolve HR cases, below are the prerequisites:
Role: HR admin, this includes AI Agent Admin (sn_aia.admin) role
Persona: HR Admin
Family Release dependency:
-
Now Assist for HR Sep 2025 Store Release is compatible with Yokohama Patch 6 and Zurich Patch 1
-
Now Assist for HR Dec 2025 Store Release is compatible with Zurich Patch 4.
Availability:
Now Assist for HR December Store Release. Refer to Resolve HR case Overview & Evolution if you are on older release to learn what agents are available.
Other Dependency for OOB experience:
Component/Plugin |
Purpose |
Resources for configuration |
Recommended/Mandatory |
|
HRSD Core Components – case and Knowledge Management |
HRSD Core components are essential to ensure that case can be created, and Knowledge is also store in Knowledge articles within ServiceNow |
Guided setup for Case and Knowledge available within Product |
Mandatory. |
| HRSD Core component – Fulfillment Instructions | These instructions and Knowledge Base articles content are used to generate a resolution plan. | HR Fulfillment instructions | Recommended, Not Mandatory. In absence of fulfillment instructions, the next best action will leverage similar past closed cases while generating resolution plan |
| Agent Workspace for HR case management | Using Agent Workspace will allow HR agents to leverage the multi tab, single-pane view of case management which will provide more resources beyond this agentic workflow. | Guided setup for Agent Workspace for HR case management within product and community resources | Recommended not Mandatory. If you are not using Agent Workspace, you are probably leveraging UI16/platform view of case management. |
| AI search | Used as a tool for AI agents for searching and fetching required records (KBs , catalogs, etc.) | AI Search documentation | Mandatory. If GAF is not configured, AI search is used for fetching similar past closed cases. |
| Group Action Framework (GAF) | Acts as a backend ML framework for prediction-based AI Agents capabilities. | Group Action Framework (GAF) documentation | Recommended, not Mandatory. If GAF is not installed and configured, the content from AI search will be leveraged, but quality of end results will get affected. For GAF setup, have around 1000+ past closed complete cases with correct HR services stamped and resolution notes populated. |
OOB Use case for the Agentic Workflows
The out of the box, end-to-end flow using the three agentic workflows of Predict service & Transfer HR case, resolve non–critical HR case, and resolve Critical HR case have been designed to target HR services of manual fulfillment type. These can be used for all COEs except the Employee Relations and Lifecycle events.
The Predict and Transfer Agentic Workflow was designed to route the high volume of general inquiry HR cases to the right COE and HR service. This ensures that the downstream effects of cases management like routing and analytics can be appropriately represented.
The resolve Noncritical HR case was designed to automatically resolve trivial cases by leveraging RAG techniques and providing employees with a synthesized response from Knowledge articles and catalog items.
The resolve critical HR case was designed to support the human HR agent who is working on critical HR cases. The human HR agent chooses to trigger this workflow through a UI action which then leverages the fulfillment instructions and KB articles in the fulfillment instructions to build a resolution plan. In the absence of fulfillment instruction, the resolution plan is influenced by similarly solved past cases.
Configuration for the Agentic Workflow
Let’s take a look at configuration steps specific to each Agentic workflow.
Note: Please ensure that you have already configured the prerequisites listed above.
- Predict Service & Transfer HR Case: Analyze a new HR case and automatically route it to the most appropriate HR service.
|
AI agent |
What does this AI agent do? |
|
Record field value prediction AI agent |
Predicts HR service of an incoming case; may provide summary and justification of prediction |
|
HR Case Transfer AI Agent |
Automatically transfers the case to the predicted service |
Activation & Trigger:
- In application navigator, navigate to AI Agent Studio > Overview> Agentic Workflows (view all) and look for Predict service and Transfer HR case
2. Once you click on Predict service and Transfer HR case, Under Define Key Requirements, ensure the listed agents are active
3. Under Add triggers, ensure the status field is active for the trigger. OOB, we have trigger to be active for Predict and Transfer – sn_hr_core_case with condition that transferred from is not empty. This trigger can be configured based on conditions you would like this agentic workflow to trigger in.
4. Once you click Save and test, you can provide a test the behavior of this agentic workflow through an example HR case and observe the decision logs. The screenshots cover an example task you can provide.
You can additionally navigate to the testing tab in AI agent Studio and provide similar testing parameters to see the AI Agent decision logs.
5. Once you have completed this, the new HR case once created will trigger the Predict service and Transfer HR case agentic workflow to ensure correct HR service is identified and transferred to. It follows the mode of transfer (Transfer with same case number or new case number) based on what is configured in HR system property (sn_hr_core.reclassify_default_transfer)
6. If you would like to see the result of an Agentic Workflow execution on a case for troubleshooting purposes, In application navigator, navigate to all >sn_aia_execution_plan.LIST. This will open the execution plan table in another tab for you to review the execution of the agentic workflow. Ensure to sort based on created to find the correct record to review.
-
Resolve Non- Critical HR cases: Evaluate case criticality. For non-critical requests, retrieve relevant context and resolve using HR knowledge and catalog items; for critical cases, request human intervention.
|
AI agent |
What does this AI agent do? |
|
HR search and notify AI agent |
Finds relevant HR knowledge and catalog items; raises notifications when relevant information is found |
|
HR criticality detection AI agent |
Performs criticality detection and takes actions based on the criticality level |
Activation & Trigger:
- In application navigator, navigate to AI Agent Studio > Overview> Agentic Workflows (view all) and look for resolve noncritical HR case.
2. Once you click on Resolve noncritical HR case, Under Define Key Requirements, review the instructions for the LLM and ensure the listed agents are active and click save and continue till the end, without changes to any other steps.
3. In application Navigator, navigate to All>System Definition> Business Rules, under name search for “Trigger noncritical use case”, ensure that this is active. This determines when the Agentic workflow for Resolve NonCritical HR case workflow will run.
4. If you want to test the resolve noncritical HR case, navigate to AI Agent Studio> testing tab and enter testing parameters to run the test. A sample example is in screenshot and once the test runs, you can see the AI Agent decision logs.
5. If you would like to see the result of an Agentic Workflow execution on a case for troubleshooting purposes, In the application navigator, navigate to All>sn_aia_execution_plan.LIST
This will open the execution plan table in another tab for you to review the execution of the agentic workflow. Ensure to sort based on created to find the correct record to review.
-
Resolve Critical HR cases:
Generate a tailored fulfillment plan for critical HR cases leveraging Fulfillment Instructions, KB articles, and similar past cases to accelerate resolution with human-in-the-loop.
|
AI agent |
What does the AI agent do? |
|
HR Case Planner AI Agent |
Creates a step-wise fulfillment plan based on COE/HR service; invoked when Fulfillment Instructions are present |
|
Next action recommended AI agent |
Identifies optimal steps by referencing similar cases, KBs, and search; used when Fulfillment Instructions are absent |
Activation & Trigger:
- In application navigator, navigate to AI Agent Studio > Overview> Agentic Workflows (view all) and look for resolve noncritical HR case.
2. Once you click on Resolve critical HR case, Under Define Key Requirements, review the instructions for the LLM and ensure the listed agents are active.
- In the Select channel and status, ensure that engage via Now assist Panel display is selected and then save.
- If you are handling HR case in UI16 view/platform view of HR case then follow steps in option 1. If you are using Agent Workspace, follow steps in option 2
Option 1:
- In application navigator, navigate to All> system UI> UI actions
- Search for name = Generate plan
- Select Active = True and save
Option 2:
- In application navigator, navigate to All> system UI> UI actions
- Search for name = Generate plan
- Open record and under Workspace, ensure that Workspace form button and Format for Configurable Workspace checkboxes are checked, to have the Generate plan action on Agent Workspace.
5. Once you have completed this, on a given HR case that has been analyzed as critical, a human agent once assigned the case, will see a Generate plan UI action that they can leverage to see the generated fulfillment plan which they can review, edit in a conversation manner through Now assist panel and once finalized will be written to work notes for human agent to complete.
6. If you want to test the resolve critical HR case, navigate to AI Agent Studio> testing tab and enter testing parameters to run the test. A sample example is in screenshot, and once the test runs, you can see the AI Agent decision logs.
7. If you would like to see the result of an Agentic Workflow execution on a case for troubleshooting purposes, In the application navigator, navigate to All>sn_aia_execution_plan.LIST
This will open the execution plan table in another tab for you to review the execution of the agentic workflow. Ensure to sort based on created to find the correct record to review.
This completes the OOB configuration required to run the OOB flow. If you would like to customize these flows further, reference our Resolve HR Case flow Via Agentic AI - Leading Practices.
Once a case is created under sn_hr_core_case via any input channel, the predict and transfer agentic workflow will trigger to predict service and transfer the HR case. This will then trigger the business rule to run the resolve noncritical HR case. Post which, If the case is determined as noncritical, then the employee receives the response based on content in knowledge articles and service catalogs, based on the channel configured by your organization.
In case the non-critical case response is not helpful or escalated or when criticality detection agent detects a case to be critical, the human agent who gets assigned the case can then leverage the generate plan UI action to trigger the resolve critical case agentic workflow to get a current case resolution plan plan based on content of fulfillment instructions on HR service/HR case. If fulfillment instructions are not available, the generated case resolution plan plan includes resolution steps from similar past closed cases, knowledge articles, and AI search.
This generated plan can be reviewed and conversed like a human in natural english language by human agent in Now assist panel and then approve or modify. Once the plan is approved, it gets posted in case work-note for human agents to monitor, act-upon, and audit .
