Need Real-Time HRSD Use Cases with Solution for Hands-on Practice

[sarthakkach]

Hi Community,

I am currently learning and practicing ServiceNow HR Service Delivery (HRSD) and would like to get some real-time / industry-level use cases for hands-on practice.

Can anyone please share:

• Real-time HRSD business use cases

• Corresponding technical implementation approach / solution

• Configuration steps or best practices (if possible)

• Areas like:

  • HR Services

  • Case lifecycle

  • Record Producers

  • HR Criteria & User Criteria

  • Topic Categories & Topics

  • Advanced Work Assignment (AWA)

  • Lifecycle Events

  • Integrations (if any)

This will really help me to improve my practical implementation skills and understand real-world HRSD scenarios.

Thanks in advance for your support!

Regards,
Sarthak

[Max Dore]

The answer is this HRSD community. Look through posts, articles, blogs. There are thousands that you can read to improve your practical implementation skills and understand real world HRSD scenarios.

If I were you I would also be asking this in Claude/ChatGPT/etc.. as it might offer it in different formats and classification to condense a lot of information.

[Vivekanandan1 · Accepted solution]

HR Services – Practical Use Case

Use Case: Employee requesting Employment / Salary / Experience Letter

How it's generally implemented

• Create HR Service under the correct Topic Category (Employment).
• Build a Record Producer to collect details.
• Configure Case Template → pre-fill details.
• Use Document Template to generate the letter automatically.
• Assign to HR Tier 1 using Assignment rules or AWA.

HR Case Lifecycle

Use Case: Onboarding case flow for a new joiner

Typical HR stages

• Intake → Review → Work in Progress → Pending Employee → Closed Complete

You can configure all this in Case Lifecycle Configurator and attach workflows for background verification, asset allocation, etc.

HR Criteria & User Criteria

Use Case: Showing certain services only to US employees

How to practice

• Create HR Criteria based on Location = US.
• Attach that criteria to the HR service.
• Use User Criteria for KB access restrictions.

Topic Categories & Topics

Simple real-world structure

• Benefits
• Medical
• Dental
• Insurance
• Employment
• Joining
• Transfer
• Separation
• Payroll
• Payslip
• Tax

Advanced Work Assignment (AWA)

Use Case: Auto-assign cases to available HR agents

Practice setup

• Create a Channel for HR Cases.
• Create AWA Queues for HR Tier 1 and Tier 2.
• Configure capacity and skills-based routing.

Lifecycle Events (LCE)

Use Case: Offboarding flow when employee resigns

How to practice

• Create an Offboarding Lifecycle Event Template.
• Add tasks (IT access removal, manager tasks, laptop return).
• Trigger it via HR Profile → Event Registration.

Integrations

Some common industry-level integrations you should be aware of:

System	What it is used for
Workday / SuccessFactors	Employee master data sync
DocuSign / Adobe Sign	Offer letters, HR docs
Azure AD / Okta	Provisioning / access updates

On a personal instance you can simulate this using IntegrationHub flows.

Actually each one has a big descriptive practice scenarios you had to try it out! Please select helpful if this really help you!