Using Issue Auto Resolution for HR to handle cases

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    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 Issue Auto Resolution for HR to handle cases

    The Issue Auto Resolution for HR application enables your organization to efficiently manage high-volume, low-value HR cases by providing employees with self-service content. This reduces the workload on HR agents, allowing them to focus on complex cases that require manual intervention. Without this application, typical HR case resolution can take 3–5 days, but with it, cases are resolved much faster through automated and employee-friendly channels.

    Show full answer Show less

    Key Features

    • Self-service content delivery: Employees receive relevant recommendations and knowledge articles tailored to their HR inquiries.
    • Multi-channel support: Employees can submit inquiries and receive responses via their preferred communication methods such as email, SMS, Employee Portal, or Microsoft Teams.
    • Automated case creation and closure: Structured cases are automatically created when employees submit requests, and original cases are closed without agent involvement if resolved.
    • Follow-up and feedback mechanism: The system sends follow-up messages to request employee feedback and consent to close cases, ensuring issues are fully resolved.
    • Virtual assistance: Integration with Microsoft Teams provides interactive support through virtual assistance and knowledge base recommendations.

    Practical Scenarios

    • Scenario 1: An employee uses a personal mobile phone to submit a healthcare inquiry via email. They receive SMS notifications with recommendations, submit a request through the Employee Portal, and get the issue resolved automatically without needing an agent.
    • Scenario 2: An employee uses a company laptop and Microsoft Teams to ask about healthcare benefits. They are offered knowledge articles by virtual assistance, provide positive feedback, and consent to automatic case closure—all within a day without agent involvement.

    Benefits for ServiceNow Customers

    By implementing Issue Auto Resolution for HR, customers can expect faster HR case resolution, improved employee satisfaction through preferred communication channels, and reduced pressure on HR agents. The automation and self-service capabilities streamline routine HR inquiries, making case handling more efficient and responsive.

    You can use the Issue Auto Resolution for HR application to quickly handle your organization's high-volume, low-value HR cases and reduce the burden on your agents so that they can focus on issues that need more experience or manual assistance.

    Overview of Issue Auto Resolution for HR

    By providing your employees with self-service content for their routine inquiries through the Issue Auto Resolution for the HR application, you can help resolve your HR cases faster. Without the Issue Auto Resolution for HR application, your agents would take at least 3–5 days to resolve these cases.

    The following two scenarios show how you can use the Issue Auto Resolution application in your organization.

    Scenario 1 - Successful catalog submission

    Let's say that an employee recently joined your organization. The employee doesn’t have a company laptop. The main method for work-related requests are through the company’s support email address. The employee owns a personal mobile phone, which is the employee's preferred mode of communication.

    The following example shows how a new employee can use a personal mobile phone to raise a healthcare-related request.

    Figure 1. Employee inquiring about healthcare benefits
    1. The employee submits an HR general inquiry through an email from the employee's own mobile device.
    2. The employee receives an SMS notification with recommendations that are related to the inquiry.
    3. The employee clicks the link in the SMS message and logs in to the Employee Portal to view the recommendations.
    4. The employee goes through all the recommendations, fills out the request form and catalog item, and submits the form.​
    5. A new structured case is created. The original case is closed automatically.
      Note:
      If the employee isn’t satisfied with the resolution, the employee can choose to connect with an agent for further assistance.

    The employee gets a follow-up SMS regarding the feedback on the original inquiry. Within minutes, the issue is resolved through the channels that the employee is familiar with. No agent was needed for this scenario.

    Scenario 2 - Helpful knowledge article

    Let's say that an employee recently joined your organization as a program manager and is assigned a company laptop. The employee spends most of the time in meetings or communicating with various stakeholders through emails and Microsoft Teams. The employee prefers reaching out through these channels when a question arises.

    The following example shows how a new employee can use a company laptop to raise a healthcare-related request.

    Figure 2. Inquiring about healthcare benefits through email
    1. The employee submits a HR general inquiry through an email via a desktop computer.
    2. The employee logs in to Microsoft Teams and is greeted by the Issue Auto Resolution virtual assistance.

      The employee views the knowledge base articles that are recommended by the Issue Auto Resolution for HR application and is satisfied with the information, but later forgets about the open case​​.

    3. The Issue Auto Resolution application tracks that the employee viewed some of the recommendations but hasn’t responded to the case. The next day, the employee gets a follow-up message in Microsoft Teams to request feedback.
    4. The employee responds with positive feedback and a case closure consent. The case gets automatically closed​.

    Within a day, the issue is resolved through the employee's preferred channels. No agent was needed for this scenario.