HRSD training

[yasserbouat]

Hello,

I hope you all re doing great,

I m looking for a mini project or use cases to implement HRSD on the PDI in order to learn how to implement the module HRSD from scratch, and if it contacins some AI it will be more great, so if any one has any helpful ressource please share 

Thanks

[glideFather]

ahoy @yasserbouat,

for HRSD, you can follow these paths: [GF#11] ServiceNow Learning Paths

• Now Assist for HRSD (page 11)

• HR Service Delivery (p 23):

Unfortunately I cannot send you direct link to these pages, but follow the link to the Learning paths from the link above and then navigate to the particular pages (11, 23 as seen in the bottom-right corners)

And for the Now Assist and AI capabilities in general, read [GF#8] Getting started with Now Assist

[SupriyaWaghmode · Accepted solution]

Hi @yasserbouat  , 

 Below is a PDI (Personal Developer Instance) Implementation Assignment that developers can complete independently and demonstrate end-to-end HRSD configuration skills.

---

Scenario

ABC Company operates in:

• India
• Germany
• Czech Republic

The company wants employees to raise HR requests through Employee Center or Email.

---

Assignment 1: Configure HR Service

Requirement

Create an HR Service:

Service Name

Request Employment Certificate

Business Requirement 

• Available only to active employees.
• Creates HR Case under Employee Relations COE.
• Auto assign to HR Operations group.
• Expected fulfillment in 3 business days.

Deliverables

Developer should configure:

• HR Service
• HR Criteria
• COE Mapping
• Case Creation
• SLA

Validation

Employee submits request from Employee Center.

Expected:

• HR Case created
• Correct COE populated
• Assignment Group assigned

---

Assignment 2: Configure HR Template

Requirement

When HR agent creates Employment Certificate case manually, the following fields should default:

Priority = Moderate
State = Ready
Assignment Group = HR Operations

Deliverables

Create:

• HR Template
• Apply template to HR Case creation

Validation

Agent clicks template.

Expected:

• Fields automatically populated

---

Assignment 3: Country-Based Routing

Requirement

Route HR Cases based on employee country.

Routing Logic

Country	Assignment Group
India	HR India Team
Germany	HR Germany Team
Czech Republic	HR Czech Team

Deliverables

Configure using:

• Assignment Rules

OR

• Flow Designer

Validation

Login as test users from each country.

Verify correct routing.

---

Assignment 4: Priority Routing

Requirement

If employee selects:

Urgent Payroll Issue

Case should route to:

Payroll Support Team

Regardless of country.

Deliverables

Configure routing precedence.

Validation

Payroll case from Germany employee.

Expected:

Assigned to Payroll Support Team.

---

Assignment 5: Employee Center Visibility

Requirement

Create service:

Manager Team Leave Report

Only Managers should see this service.

Employees should not.

Deliverables

Configure:

• User Criteria
• HR Criteria

Validation

Employee login:

• Not visible

Manager login:

• Visible

---

Assignment 6: HR Knowledge Deflection

Requirement

Before creating a case,

employee searches:

employment certificate

Associated knowledge article should appear.

Deliverables

Create:

• HR Knowledge Article
• Employee Center Search Source

Validation

Knowledge article displayed before case submission.

---

Assignment 7: Email to HR Case Creation

Requirement

Mailbox:

hrsupport@abc.com

When employee sends email:

Need Employment Certificate

system should create HR Case.

Deliverables

Configure:

• Inbound Email Action
• HR Case Creation Script

Validation

Send email.

Expected:

• HR Case created
• Short Description populated from email subject
• Description populated from email body

---

Assignment 8: Update Existing HR Case via Email

Requirement

Employee replies:

RE: HR0001001

with additional information.

Deliverables

Configure inbound update logic.

Validation

Expected:

• Existing case updated
• Work Notes or Additional Comments updated
• No duplicate case created

---

Assignment 9: Email Attachment Handling

Requirement

Employee sends:

Passport.pdf

for name correction request.

Deliverables

Validate:

• Attachment copied to HR Case
• Case updated

Validation

Agent can view attachment from case.

---

Assignment 10: Auto Acknowledgement

Requirement

When case created through:

• Email
• Employee Center

Employee receives notification.

Notification Template

Dear ${Opened For},

Your HR Case ${Number}
has been created successfully.

Regards,
HR Operations

Deliverables

Configure Notification.

---

Assignment 11: Flow Designer Automation

Requirement

For Employment Certificate service:

Case creation should automatically create task:

Verify Employee Data

Assign task to:

HR Operations

Deliverables

Build Flow Designer Flow.

Validation

Case created.

Expected:

HR Task automatically generated.

---

Assignment 12: Security & HR Criteria

Requirement

Create HR Service:

Submit Employee Grievance

Only employees should see service.

Contractors should not.

Deliverables

Configure:

• HR Criteria
• User Conditions

Validation

Contractor login:

Service hidden.

---

Troubleshooting Exercise

Developer must investigate these issues:

Issue 1

Germany employee case assigned to India Team.

Questions:

• How will you debug?
• What logs will you check?

---

Issue 2

Email generates 2 HR Cases.

Questions:

• What inbound email configuration could cause this?
• How will you resolve?

---

Issue 3

Manager cannot see HR service.

Questions:

• Which HR Criteria will you validate?
• Which user fields will you verify?

---

Bonus Questions

Implement complete solution:

HR Services

1. Employment Certificate
2. Payroll Query
3. Name Change Request
4. Benefits Inquiry
5. Submit Grievance

Requirements

• Country-specific routing
• Email & Portal intake
• HR Templates
• Knowledge Deflection
• Notifications
• SLA
• Flow Designer automation
• Reporting Dashboard

Reporting Dashboard

Create reports for:

• Cases by Country
• Cases by Service
• Cases by Assignment Group
• SLA Breaches
• Open vs Closed Cases

 Adding Now Assist (Generative AI) use cases to the assignment will help developers learn how AI can improve HRSD employee and agent experiences.

Assignment 13: Now Assist for HR Case Summarization

Scenario

HR agents are handling long employee conversations through Employee Center, email, and work notes.

Requirement

Configure Now Assist for Case Summarization.

When an HR case contains:

• Multiple comments
• Employee responses
• Agent work notes
• Email interactions

The agent should be able to generate a concise AI summary.

Developer Tasks

• Enable Now Assist for HRSD
• Configure summarization capability
• Test with sample HR case interactions

Validation

Open an HR case with multiple updates.

Expected Result:

Employee requested employment certificate.

Agent verified employment details.

Additional documentation received on 12-Oct.

Request awaiting final approval.

---

Assignment 14: Now Assist for HR Agent Response Generation

Scenario

HR agents repeatedly answer common questions:

• Employment Certificate
• Payslip Request
• Leave Balance Query
• Benefits Questions

Requirement

Configure Now Assist for Response Generation.

Developer Tasks

Create knowledge articles:

1. How to request Employment Certificate
2. How to obtain Payslip
3. Leave Policy Guidelines

Configure Now Assist to generate suggested responses using knowledge content.

Validation

Employee asks:

"How can I get my employment certificate?"

Expected AI Suggestion:

You can request an employment certificate through Employee Center by selecting the HR service 'Request Employment Certificate'. The request will be reviewed by HR Operations and processed within 3 business days.

---

Assignment 15: Now Assist Virtual Agent for HR Self-Service

Scenario

ABC Company wants to reduce repetitive HR tickets.

Requirement

Build a Virtual Agent topic:

Employment Certificate Request

Using Now Assist capabilities.

User Journey

Employee asks:

I need an employment certificate.

Virtual Agent should:

1. Identify intent
2. Provide knowledge article
3. Offer case creation option
4. Create HR case if needed

Validation

Expected Flow:

Employee: I need employment certificate

Bot:
I can help with that.

Would you like:
1. Read Instructions
2. Create HR Case

 

---

Bonus AI Questions: Payroll Inquiry Assistant

Scenario

Employees frequently ask:

• Why is my salary different this month?
• When will my payroll be processed?
• How can I update tax information?

Requirement

Build an AI-powered HR self-service experience.

Solution Components

• HR Knowledge Base
• Now Assist Search
• Virtual Agent
• HR Case Creation

Expected Behaviour

Employee:

My salary seems lower this month.

AI:

Based on common payroll scenarios, this may be related to tax updates, leave deductions, or benefit changes.

Would you like to:
- Review Payroll FAQ
- View Knowledge Article
- Create Payroll Case

If my response helped, please mark it as the accepted solution so others can benefit as well. 

Thanks & Regards ,

Supriya Waghmode 

www.linkedin.com/in/supriya-waghmode