Hi @bhavyajain,
What specific feature or functionality in ServiceNow Case Management has made the biggest difference in how quickly or accurately your HR team resolves cases – something that actually made life easier for HR or Employees?
->Based on HR Service you can set case Assignment, so that after case creation HR case will be go to respective group and fulfiller can resolve the issue.
How have you configured auto routing? Do you use skill-based, location-based, or workload-based or any other intelligent routing logic? Did that make a measurable difference?
-> You can use HR Assignment rule in general, if you want based on skill, availability, workload balance based on you can use Advance Work Assignment(AWA).
Have you done anything within Case Management to reduce repeated queries or improve consistency in how cases are resolved – like templates or guided forms?
->Automatically suggests helpful articles to both employees and HR agents resolve issue faster.
Have you used any of ServiceNow’s built-in case SLA tracking, prioritization, or escalation rules? How do those help you avoid delays or missed follow-ups?
-> Yes used SLA based on Condition of state and condition depends on business use cases. You can configured escalation rule if you not satisfy the Fulfiller response or not get response timely. HR case will go to escalation team to take appropriate action.
Have you done anything in ServiceNow Case Management setup that directly improved the employee experience - like reducing back-and-forth, improving first time resolution, or enabling better self-service?
-> For better employee experience, you can use Knowledge management integration when type issue it will show corresponding KB articles instead of creating HR case or can communicate Virtual agent to ask question to get answer instantly without waiting or through VA you can connect direct Live Agent as well.
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