Resolve HR cases via Agentic AI: FAQ

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Getting Started FAQ: Resolve HR case (Q4 2025) 

1. What is the “Resolve HR Case” Agentic flow? 

The Resolve HR Case flow is a series of 3 Out of the box (OOB) Agentic Workflows that enables automatic resolution of non-critical HR cases and empowers human agents with a resolution plan for execution in critical HR cases. This additionally also includes predicting the correct HR service and ensuring transfer to the right HR service when needed. 

2. What are the main workflows that are available Out of the Box? 

The end-to-end flow for HR case AI automated / AI assisted fulfillment for HR services of type manual fulfillment include the below Out of the box Agentic workflows: 

Predicting Service & Transfer HR Cases: This Agentic workflow triggers HR case creation and automatically predicts the correct HR service and transfers the case to the right HR service wherever needed. 

Resolve Non-Critical HR Cases: This Agentic workflow when triggered determines the criticality of the HR case. The non-Critical HR cases or Routine inquiries are auto resolved with synthesized responses and relevant knowledge base articles. 

Resolve Critical HR Cases: This Agentic workflow is triggered by a human agent working on a Critical HR case via a UI action. This Agentic workflow then provides the human agents with stepwise resolution plans for review and fulfillment. 

3. How does the criticality detection agent determine if a case is critical or non-critical? 

After Predict and transfer use case has run, the criticality detection agent analyzes case details (urgency, sensitivity, keywords) based on instructions in the AI Agent prompt under Define Roles and Steps to then classify it as critical or non-critical. Critical cases are flagged for human agent assistance messages, and non-critical cases are automatically responded back. The English language-based instructions/prompts to criticality detection agent can be customized based on organizations' definition of critical and non-critical cases. 

4. What plugins are required to enable these workflows? 

These OOB Agentic Workflows are part of the Now Assist for HR December 2025 store release.  These are additionally dependent on HRSD Core, Group Action Framework and AI search for an optimal Out of the Box experience. 

5. How are the workflows activated? 

Predict & Transfer: Activated via AI Studio and triggered as soon as an HR case is created. OOB this is set to trigger on sn_hr_core_case base COE table. This can be modified on the customer's end. 

Resolve Non-Critical HR Case: Triggered via Business Rule (containing all the conditions and criteria for all COEs and HR VIP profiles predefined), when a case is classified as non-critical and predict and transfer has been completed 

Resolve Critical HR case: Activated via (“Generate Plan”) UI Action for agents when a case is flagged as critical from workspace or UI16. 

6. What are the business benefits? 

Implementing these strategies results in quicker HR case resolution, increased agent productivity, while also ensuring uniform, compliant replies, and standardized organization business processes/instructions are being adhered to. As a result, greater employee satisfaction is achieved throughout the organization.

7. What happens if the AI cannot find fulfillment instructions? 

If no instructions are found, the AI agent analyzes similar past cases and generates a resolution plan based on past similar closed cases resolution notes.

8. How do I configure triggers for each use case? 

Predict & Transfer: Use AI Agent Studio to enable triggers on case creation/intake. OOB this is active for sn_hr_core_case base COE table. 

Non-Critical Resolution: Copy or modify OOB Business Rule to trigger the agent when a case is classified as non-critical. 

Critical Resolution: Configure (“Generate Plan”) UI Action to allow agents to invoke the workflow for critical cases. 

9. What resources are available for implementation? 

Refer to the Configuration and implementation guide for information on implementing the OOB Agentic workflows. 

10. What is the list of agents in each Agentic Workflow? 

The predict and transfer Agentic workflow has two agents the record field value prediction AI agent and the HR Case transfer AI agent. The Resolve noncritical HR case Agentic workflow has HR search and notify AI agent and HR criticality detection AI agent. The Resolve Critical HR case Agentic Workflow has HR case Planner AI agent, and the Next action recommended AI Agent. More details on the agent can be found in Configuration and Implementation guide. 

11. How does the predict and transfer agent predict the HR service? 

The OOB Agentic use case gets triggered as soon as an HR case record gets created. After that the AI Agents read the Short Description and Description of the case. Then based on Group Action Framework(GAF) pre-training on historical closed HR cases, it looks for which of the predefined HR service cluster the current case best gets matched to and then returns the best predicted HR Service back. The next AI Agent transfers the current HR cases to the best possible returned HR Service. 

12. Does the case get assigned to a human agent when it's non-critical and is following the automated route to resolution? 

As of December 2025 release, we do not control the assignment of the case to a group or user. If there are rules already configured in the system, the assignment would take place by those existing rules be it Advanced work Assignment or Assignment rule/Matching rule. The Agentic Workflow doesn't handle assignment of the cases to group or user. 

13. Which input channels would the employee get the response on the HR case through resolving noncritical Agentic workflow? 

The response provided by the Agentic Workflow Resolve non-critical HR case will be available for omnichannel (that is defined for your organization as Notification Configurations outside of AI Agents). The employee will be able to see the response on their EC portal, E-Mails Now Assist Virtual Agent chat conversation, MS Teams, etc. 

14. What is the difference between Resolve HR case flow and the Issue Auto Resolution? 

Issue Auto resolution (IAR) is a traditional classic ML powered tool which uses Machine learning (ML) and Natural language ( NLP)understanding for intent detection and operates in a static, topic-based manner. Resolve HR case provides end-to-end orchestration using multiple AI agents like case planner, next best action etc. These AI Agents leverage the most advanced agentic AI frameworks, capabilities and tools and can intelligently understand context and help resolve cases via LLMs. 

15. Why would one use the Predict and transfer Agentic Workflow instead of the predictive intelligence case categorization feature? 

Predict & Transfer Agentic Workflow leverages most advanced AI agent framework capabilities (ex GAF) and combines predictions into automated routing to HR service with ability to trigger downstream resolution agentic workflows and relies mainly on instructions/prompts and policy/RAG retrieval—so it can perform well without tenuous classic ML training. Predictive Intelligence case categorization needs very large historical data, ongoing model training, tuning, and retraining to reach accuracy thresholds via classic ML and NLP. Explore these to se what works best for your organizational requirement.

16. How 'Resolve HR case' solution compares with the way ITSM has defined their similar agentic use case OOTB (ITSM Agent Zero / ITSM resolution planner)? 

As of Dec 2025, release we have uptaken Platform’s Agent Zero known as Next Best Action recommender also in HR under “Resolve critical HR Cases” use case. Hence now the use case consists of two AI agents:  

• HR Case planner AI Agent (which works primarily on HR fulfilment instructions) and
• ITSM planner is called as "Next best action recommender" (which works on similar past cases historical data).

The next best action recommender acts as fallback agent to “hr case planner agent”. ITSM cases are much simpler with well-defined SOPs for agents to follow (like reset password etc) and hence NBA is working well there while HR processes are bit complex, non-standard and lengthy, with its own HR profile and Fulfilment instructions and scoped app ecosystem (with HR roles, Access controls, data and process security etc). Hence the complete use case “Resolve HR cases” is built with this difference in mind. 

17. How do I disable the Generate Plan UI action from my case form? 

The UI action, Generate Plan, is added for the human agent working on the case to trigger the Resolve Critical HR case Agentic workflow to get a resolution plan generated. If you would like to disable this UI action, follow the steps below: 

• In application navigator, navigate to All> system UI> UI actions  
• Search for name = Generate plan  
• Select Active = False and save 

If you would like to get more information on these Agentic Workflows, please refer to  ServiceNow Product Documentation.