This article outlines several leading practices designed to enhance the overall employee experience when utilizing the Resolve HR case flow which includes three Agentic Workflows provided out of the box: Predict Service and Transfer HR Case, Resolve Non-Critical HR Case, and Resolve Critical HR Case. These leading practices are grounded in the foundational design of the default experience. It is important to note that, depending on the specific plugins enabled and any customizations that have been implemented, the user experience may differ.
Content:
-
Leading Practices for HR fulfillment instructions and HR Knowledge Articles
-
Leading practices for Customizing Resolve HR case flow
Leading Practices for HR fulfillment Instructions and HR Knowledge Articles
This section presents best practices for drafting HR fulfilment instructions and knowledge base articles that are automation and AI friendly. Adhering to these guidelines supports accurate resolution of HR cases by both Human and AI.
Note: Focus on developing and linking specific fulfilment instructions for each HR service rather than only creating knowledge articles. While simple instructions may suffice with a brief description and KB links, thorough and targeted content yields more effective fulfilment outcomes.
-
Clear Structure and Organization
Use Descriptive Headers
- Be Specific: Use clear, descriptive section titles that immediately convey purpose.
- Example: Use "Required Documentation for International Transfers" instead of "Transfer Paperwork"
Maintain Consistent Formatting
- Use Standard Patterns: Keep formatting consistent across all similar documents
- Visual Clarity: Use whitespace, indentation, and formatting to enhance readability
- Style Guide: Follow a consistent style guide for all HR documentation
Use Appropriate Formatting for Different Information Types
- Lists for Steps: Use numbered lists for sequential steps
- Tables for Comparisons: Present comparative information in tables
- Bullet Points for Options: Use bullets for non-sequential items
- Example: Present eligibility criteria as a bulleted list for easy scanning
Highlight Critical Information
- Visual Emphasis: Use bold or highlighting for critical points
- Warning Statements: Clearly mark important cautions or warnings
- Example: Highlight time-sensitive deadlines or compliance requirements
2. Precise Data References and Context
Reference Specific Information Clearly
- Be Explicit: Clearly refer to specific data points needed for decision-making
- Provide Context: Explain why certain information is needed or relevant
- Example: "Check the employee's office location in their profile to determine which regional form is required"
Avoid Ambiguous and Inconsistent References
- Specify Data Sources: Clearly state where information should be obtained from
- Use Consistent Terminology: Refer to the same concepts with the same terms throughout
- Include Definitions: Define specialized terminology the first time it appears
- Avoid Jargon: Use plain language when possible, or explain technical terms
- Example: "PIP (Performance Improvement Plan): A structured improvement process..."
- Example 2: Consistently use "employment status" rather than alternating with "job status" or "position status"
Well-Structured Location-Based Requirement:
Location-Based Processing Requirements, When handling relocation cases.
- Review the employee's current location in their profile
- Apply these location-specific requirements:
- United States employees: Complete form HR-101
- Remote employees: Complete additional form HR-205
- International locations: See International Relocation section - Document the specific location details in each step of your resolution plan
3. Logical Flow and Dependencies
Clear Step Sequencing
- Number Sequential Steps: Make the order of operations explicit
- Indicate Prerequisites: Clearly state what must be completed before moving to the next step
- Create a Logical Flow: Organize content in a natural progression and order of steps
- Example: "After confirming eligibility, proceed to collecting the required documentation"
Well-Defined Decision Points
- Present Conditions Clearly: Make decision criteria explicit and unambiguous
- Structure Conditional Logic: Use "If-Then" statements for clarity
- Cover Edge Cases: Provide guidance for unusual or exceptional situations
- Fallback Instructions: Include what to do when standard processes can't be followed
- Example: "If the employee's location is not listed, use the global default process"
- Example 2: "If the employee is relocating internationally, then include cross-border compliance review"
4. Action-Oriented Language
Use Clear, Direct Instructions
- Start with Verbs: Begin instructions with action verbs
- Be Specific: Provide concrete guidance rather than vague suggestions
- Example: "Submit the completed HR-101 form to the regional compliance team" instead of "The form should be submitted"
Specify Who Does What
- Identify Actors: Clearly state who should perform each action
- Maintain Perspective: Write consistently from the perspective of the instruction follower
- Example: "HR representative must verify all employee documentation before proceeding"
5. Continuous Refinement
Validation of Best Practices
- Peer Review: Have colleagues review for clarity and completeness
- Test with New Staff: Have someone unfamiliar with the process try to follow the instructions
- Regular Updates: Review and update instructions when processes change
Feedback Integration
- Collect User Feedback: Establish a process for users to report unclear instructions
- Track Common Questions: Note frequently asked questions to identify unclear areas
- Continuous Improvement: Regularly incorporate feedback into instruction updates
Leading practices for Customizing Resolve HR case flow via Agentic AI
Every Out of the Box Agentic Workflows is read only. You can configure this but to customize the agentic workflow, you will need to do the following:
- Ensure you are in the right application scope – HR Service Delivery AI agent Collection
- If required Duplicate the Agentic workflow
In Application navigator as HR admin, navigate to All> AI agent Studio. Click on the agentic workflow you want to duplicate and click duplicate
- Update the Workflow Name. Once you duplicate the agentic workflow, you will have the same Out of the box agents, if you would like to modify the agents triggers/instructions/prompts/tools, duplicate the agents as well. To the duplicate copy of the agent, modify the tools, triggers etc.
- Modify agent instructions/tools and information and mark the agent as active
- In the Agentic workflow that you have duplicated, under define key requirements module ensure to have these newer agents that you have created in above step
- Update instructions/prompts and triggers for the Agentic Workflow under the define Key requirements module and Add triggers module for the agentic workflow
- Select channels and status on the agentic workflow, Save and test the new agentic workflow
- Always test the agent or agentic workflow for satisfaction with test data and sub-prod environment before production activation. If results are not satisfactory, update the instructions and tools appropriately. To test the agent or agentic workflow in application navigator, navigate to AI Agent Studio> testing. Populate the testing parameters to review the behavior per decisions logs for satisfaction.
- If you have several versions of an Agentic workflow, only one version can be active at a time
- Each agentic workflow execution is captured in the Execution Plan table. You can navigate to this table to troubleshoot the actual run. 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.
Example for customizing an Agent or Tool as per your organization requirements: -
- Scenario: Organization A even though using Service now for Employee facing knowledge, still has vast repository of HR Agent facing playbooks hosted outside ServiceNow on SharePoint. Hence, even though they have enabled Resolve Critical HR Cases on their instance, the resolution plans are missing the critical information and playbooks that human HR Agents use day-to-day case resolution. Hence for AI Agents to learn from those playbooks and consume that knowledge in generation of resolution plans customization to OOB AI agent is required.
Customization to Out of Box HR Case Planner AI Agent:
- PREREQUISITE: - Share point spoke and integration is already setup and configured on the Organization A’s instance which can be used via flow or script.
- [Under AI Agent Studio --> HR Case Planner AI Agent ---> Define the specialty --> Define Roles and Steps --> List of steps]
- Append following new instructions:
## Step 2: Get Fulfillment Instructions
- CRITICAL: You MUST retrieve fulfillment instructions and any associated KB articles for the case type.
- If none found: Fetch HR Playbooks from SharePoint using case short description and description
**USE TOOL:** Use Tool for retrieving fulfillment instructions and KB articles. For fetching HR Playbooks use tool Fetch HR playbooks from Sharepoint
**INPUT:** Use HR case sys_id from the output of Step 1 while retrieving fulfilment instructions. Use case short description and description as input for fetching HR playbooks from SharePoint.
- [Under AI Agent Studio --> HR Case Planner AI Agent ---> Define the specialty --> Add tools and information --> Scripts] Add a new tool Fetch HR Playbooks from SharePoint.
