HR Case Assignment created through General Inquiry Form

mahi14141
Giga Contributor

4 weeks ago

Hello Team,

 

We are working on a query, that we need to a create a system based on

 

HR cases created through General Inquiry Form --> based on user inputs in description --> automatically determine the appropriate HR service -> need to route the cases using "AWA".

 

Please suggest any better way to implement this with existing HRSD system.

 

Thanks in advance. 

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abirakundu23
Mega Sage

3 weeks ago

Hi @mahi14141 ,
Please try below approach.

You can use NLU or key word based matching to identify the HR Service . After determine the HR Service set HR Service on HR Case records. You can use Flow Designer with a Decision Table to map keywords/intents to HR services. Once HR service determined  AWA automatically route the HR case to assignment group using HR Assignment Rule. 

NLU - https://www.servicenow.com/docs/bundle/vancouver-intelligent-experiences/page/administer/natural-lan...

HR Assignment Rule - https://www.servicenow.com/docs/bundle/yokohama-employee-service-management/page/product/human-resou...

Flow with Decision Table - https://www.servicenow.com/docs/bundle/zurich-build-workflows/page/administer/flow-designer/concept/...

Please mark helpful and correct answer if it's worthy for you.

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