Hi Community,
I’d like to ask for advice on the best approach to handle the following use case in ServiceNow.
Use Case:
When an HR Case with Category = “Welfare Claim” is created, employees attach supporting documents. These supporting documents are compiled together into a single PDF. For example, in a bereavement claim, the required documents are the Family Card and Certificate of Demise, both combined into one PDF. An AI agent will then read all attachments, classify and extract each document, and populate a custom child table (Welfare Claim Recap) linked to the HR Case. The challenge is that each document type may also exist in multiple format variations — for instance, certificate of demise can differ depending on location or issuing authority.
Question:
What is the best approach in ServiceNow to handle this use case, and how can it be integrated with Agentic AI to identify documents across multiple formats and extract the relevant information into a custom table?
Thank you in advance for any insights and suggestions!
