--- sourceDocument: Zurich Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Use agentic workflows # Using agentic workflows in ServiceNow Otto for HRSD {#ariaid-title1} Release version: Zurich Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Using agentic workflows in ServiceNow Otto for HRSD ServiceNow Otto for HR Service Delivery (HRSD) leverages AI-powered agentic workflows and AI agents to automate and enhance HR processes. These workflows enable autonomous task completion by AI agents while keeping human agents involved when necessary. This capability helps streamline HR case management, improve accuracy, and accelerate resolution times. Show full answer Show less ## Key Features * **Agentic Workflows:** Predefined AI-driven workflows designed to handle specific HR tasks autonomously, such as tuition reimbursement requests, case routing, critical and noncritical case resolution, interview scheduling, job requisition creation, onboarding ramp-up planning, and offboarding knowledge transfer. * **AI Agents:** Specialized AI components that perform targeted HR functions within the workflows. Examples include evaluating tuition reimbursement cases, predicting HR case service routing, detecting case criticality, planning case fulfillment, retrieving employee details, managing time off requests, and generating knowledge transfer summaries. * **Activation and Customization:** Agentic workflows and AI agents are read-only by default. Customers must duplicate workflows, activate them, enable all included AI agents, and optionally activate triggers for automatic invocation. Manual invocation is also supported. * **Comprehensive AI Agent Catalog:** AI agents cover a broad range of HR functions---from employee information retrieval and benefits enrollment to expense management and case transfer---enabling extensive automation opportunities. ## Practical Benefits for ServiceNow Customers * Automate routine HR tasks to reduce human intervention and free up HR resources for more complex activities. * Accelerate HR case resolution by leveraging AI-driven evaluation, routing, and fulfillment planning. * Enhance accuracy and efficiency in processes like tuition reimbursement, interview scheduling, and onboarding. * Improve employee experience with tailored onboarding plans and streamlined knowledge transfer during offboarding. * Maintain control and flexibility by manually or automatically invoking AI workflows according to organizational needs. ## Next Steps for Implementation * Duplicate the desired agentic workflows to create editable copies for activation. * Activate workflows, AI agents within them, and triggers if automatic execution is preferred. * Review and implement appropriate access controls for AI agents to ensure security and compliance. * Explore additional AI agents installed in the instance that may not currently be linked to workflows to maximize automation potential. Use the HR Service Delivery AI agent collection to complete tasks autonomously. {#now-assist-hrsd-ai-agents-use-cases__table_gyx_brq_l2c__entry__3} | Agentic workflow name | Description | Available AI agents | |-|-|-| | Help resolve tuition requests | AI agents resolve tuition reimbursement pre-approval requests by connecting to various parties (for example, the manager for approval) and resolving the case, while keeping the human agent in the loop. | * Tuition reimbursement policy based HR case evaluation AI agent * Tuition reimbursement case closure AI agent * Tuition reimbursement preapproval task generation AI agent {#now-assist-hrsd-ai-agents-use-cases__ul_grm_ymt_mhc} | | Help resolve tuition reimbursement requests | AI agents resolve tuition reimbursement requests that were already pre-approved and the employee completed the course. | * Tuition reimbursement request evaluator AI agent * Tuition reimbursement request closure AI agent {#now-assist-hrsd-ai-agents-use-cases__ul_w3m_cnt_mhc} | | Predict service and transfer HR cases | Analyze an HR case and automatically route it to the most appropriate HR service. | * Record field value prediction AI agent * HR Case Transfer AI Agent {#now-assist-hrsd-ai-agents-use-cases__ul_zhl_yy1_jhc} | | Resolve noncritical HR cases | Use the Resolve noncritical HR cases agentic workflow to assess the criticality of HR cases and automatically respond to noncritical inquiries without human intervention. Human agents must intervene when requests are marked critical. | * HR search and notify AI agent * HR criticality detection AI agent {#now-assist-hrsd-ai-agents-use-cases__ul_sns_ykt_shc} | | Resolve critical HR cases | Resolve critical HR requests efficiently with the Resolve critical HR case agentic workflow. This workflow generates a tailored fulfillment plan for an HR case using fulfillment instructions, KB articles, or resolution notes of similar past cases. It helps accelerate the resolution process by providing planning support to HR agents. | * HR Case Planner AI Agent * Next action recommended AI agent {#now-assist-hrsd-ai-agents-use-cases__ul_ink_flt_shc} | | Schedule interviews | AI agents collect necessary inputs from the recruiters or recruitment coordinators and schedule interviews seamlessly from the ServiceNow Otto panel. | Interview schedule AI agent | | Create job requisition | AI agents assist hiring managers in creating requisitions more efficiently and accurately on the first attempt by providing the necessary guidance through the agentic workflow. | Job requisition creation AI agent | | Generate onboarding ramp-up plan agentic workflow | Accelerate onboarding with the Generate onboarding ramp-up plan workflow, which creates personalized and team-specific plans for every new hire. Powered by AI agents, it tailors learning paths, team tasks, and 1:1 introductions to help employees ramp up faster, build stronger connections, and reach productivity sooner. | * Ramp up plan generation AI agent * Ramp up plan gather inputs AI agent * Ramp up plan reviewer AI agent {#now-assist-hrsd-ai-agents-use-cases__ul_ohm_xsd_ngc} | | Offboarding knowledge transfer plan generation agentic workflow | Automate the knowledge transfer process during employee offboarding with the Offboarding knowledge transfer plan generation agentic workflow. Powered by AI agents, it discovers documents authored by the departing employee, organizes them into categories, and generates a structured knowledge transfer summary. The departing employee can review and approve the summary before sharing it with the manager and successors. | * Offboarding knowledge transfer gather inputs AI agent * Knowledge transfer reviewer AI agent {#now-assist-hrsd-ai-agents-use-cases__ul_ovv_ckh_y3c} | [Table 1. Available agentic workflows for HR Service Delivery AI Agent Collection] {#now-assist-hrsd-ai-agents-use-cases__table_gyx_brq_l2c} {#now-assist-hrsd-ai-agents-use-cases__table_qxx_bcg_vfc__entry__2} | Available AI Agent | Description | |-|-| | Worker profile retriever AI agent | Calls an integration subflow to assist the employee in finding out details about a colleague. The details could include the department, job, email, or phone number that is based on the employee's request by name. | | Employee holiday calendar retrieval AI agent | Retrieves the holiday information for the specified year. | | Time off requester AI agent | Calls an integration to assist in leave-related requests: * Request time off * Get my time off balance {#now-assist-hrsd-ai-agents-use-cases__ul_ejc_hcg_vfc} | | Employee total rewards information AI agent | Retrieves the total rewards details of an employee. | | Benefits enrollment retriever AI agent | Calls an integration subflow to get the benefits information that an employee has signed up for. | | Employee details updater AI agent | Calls an integration to assist in personal details related requests: * Update email address * Update address * Update phone number * Update blood type * Update date of birth {#now-assist-hrsd-ai-agents-use-cases__ul_syb_lcg_vfc} | | HCM feedback retriever AI agent | Calls an integration subflow to assist the employee in getting the feedback that they have received in HCM from their managers. | | Expense manager AI agent | Fetches expense details to create and submit and expense report. | | View paychecks AI agent | Retrieves paycheck information for the selected period. | | Record field value prediction AI agent | Predicts the HR service of an incoming case. It can also provide a summary and justification of prediction. | | HR Case Transfer AI Agent | Automatically transfers the case to the predicted service. | | HR search and notify AI agent | Performs search to find relevant HR knowledge articles and catalog items related to the given query and raise notification if relevant information is found. | | HR criticality detection AI agent | Performs criticality detection on an HR case and acts based on the criticality level. | | HR Case Planner AI Agent | Creates an ordered step-wise fulfillment/execution plan for an HR case based on specific COE or HR service. | | Next action recommended AI agent | Identifies the optimal steps for resolving tasks by referencing similar case details, reviewing relevant knowledge articles and web search results. It summarizes and presents to the user a step-by-step summarized resolution plan and derived action plan. Implements the feedback flow only when asked for it. | [Table 2. Available HCM AI agents for HR Service Delivery AI agent collection] {#now-assist-hrsd-ai-agents-use-cases__table_qxx_bcg_vfc} Important: All agentic workflow and AI agent records are read-only by default. To run the AI agents autonomously, you must first duplicate the agentic workflow, and then do the following steps: * Activate the agentic workflow. * Activate all agents within the agentic workflow. * Activate the trigger to invoke the agentic workflow automatically. If you prefer to invoke it manually, activating the trigger isn't necessary. {#now-assist-hrsd-ai-agents-use-cases__ul_cgc_ffk_h2c} For more information about duplicating an agentic workflow, implementing access control lists and activating the required components, see the following topics: * [Duplicate an agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) * [Activate an agentic workflow template](https://www.servicenow.com/docs/access?context=activate-aia-use-case&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) * [Modify an AI agent](https://www.servicenow.com/docs/access?context=modify-ai-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) * [Implement access control in AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) {#now-assist-hrsd-ai-agents-use-cases__ul_hg4_m5y_dfc} There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). Important: Some generative AI skills, AI agents, and agentic workflows are turned on by default. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).