--- sourceDocument: Brazil Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Predict service and transfer HR cases agentic workflow # Predict service and transfer HR cases agentic workflow {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Predict service and transfer HR cases agentic workflow The Predict service and transfer HR cases agentic workflow automates the analysis and routing of HR cases to the most suitable HR service team. This workflow, provided by Now Assist applications, optimizes HR Case Management by ensuring cases are handled efficiently by the correct groups. Show full answer Show less To customize the workflow, you must duplicate and modify it, then activate the new version. Proper role assignment is essential; specifically, the **snhrcore.casewriter** role must include **snuxcgenai.platformaifieldpredictor** to function correctly. ## Prerequisites and Setup * Requires **HRSD Pro plus** with the Now Assist HR Service Delivery AI Agent Collection installed. * Ensure all AI agents, tools, and workflows are updated consistently after modifications. * Complete setup steps after configuring the Group Action Framework (GAF), including running GAF training against the HR GAF Group for skill activation. * Run and monitor the scheduled jobs: **HR service GAF grouping job** and **GAF - Run Offline Flow** to prepare the system. ## Accessing and Configuring the Workflow * Access via **All \> AI Agent Studio \> Overview** , then navigate to **Agentic workflows \> Predict service and transfer HR cases agentic workflow**. * The guided setup displays included AI agents and their details, including roles, instructions, and tools. * Ensure each AI agent's status toggle is enabled to activate them within the workflow. * Configure triggers and Centers of Excellence (COEs) to match organizational requirements, then save changes. ## AI Agents and Their Roles * **Record field value prediction AI agent:** Predicts the appropriate HR service for incoming cases, providing summaries and justifications. * **HR Case Transfer AI Agent:** Automatically transfers the HR case to the predicted service. ## Testing and Results You can test the workflow in AI Agent Studio by submitting a task command with a specific HR case number or system ID. The AI agent decision log allows you to observe the AI agents' interactions and decision-making live during the case prediction and transfer process. In the Agent Workspace for HR Case Management, the workflow effectively identifies the correct HR service and transfers the case automatically, streamlining case handling. Analyze an HR case and automatically route it to the most appropriate HR service with the predict service and transfer HR cases agentic workflow. Optimize HR Case Management, ensuring that cases are handled by the most appropriate teams. ## Overview of Predict service and transfer HR cases agentic workflow {#predict-transfer-hrcase__section_w2h_k2d_y2c} The agents, tools, and triggers that are associated with the Predict service and transfer HR cases agentic workflow are provided by Now Assist applications. You can activate the agentic workflow template by making triggers active. If you want to change this agentic workflow's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead. Note: Verify that the sn_hr_core.case_writer role includes the sn_uxc_gen_ai.platform_ai_field_predictor role; otherwise, the workflow will not operate as expected. ## Prerequisites and setup {#predict-transfer-hrcase__section_krf_xrv_2hc} You must have HRSD Pro plus for Now Assist installed for the HR Service Delivery AI Agent Collection. When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly. Perform the following steps after you [Configure Group Action Framework](https://www.servicenow.com/docs/access?context=configure-gaf&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). Note: Run the GAF training against HR GAF Group, the skill designated for GAF activation. 1. Navigate to AllSystem DefinitionScheduled jobs. 2. Run HR service GAF grouping job with an admin role. This generates GAF - Run Offline Flow in the Global scope. 3. Run GAF - Run Offline Flow and monitor its progress. {#predict-transfer-hrcase__ol_krg_wnx_mhc} ## Accessing the Predict service and transfer HR cases agentic workflow {#predict-transfer-hrcase__section_jhm_hlq_fhc} To access the agentic workflow: 1. Navigate to AllAI Agent StudioOverview. 2. Select Agentic workflowsPredict service and transfer HR cases agentic workflow. {#predict-transfer-hrcase__ol_fkq_csr_y2c} The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, agent instructions/prompts, and tools. Tools are displayed in the second step of the AI agent-guided setup, Add tools, and information. ## Predict service and transfer HR cases agentic workflow AI agents {#predict-transfer-hrcase__section_gxv_xsr_y2c} The following table lists the agents that are used in the Predict service and transfer HR cases agentic workflow. Important: In the Define availability screen for the AI agent, make sure that the Status toggle is enabled to activate the AI agent. {#predict-transfer-hrcase__table_bpl_31s_y2c__entry__2} | AI agent | AI agent role | |-|-| | 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. | [Table 1. Agents used in the Predict service and transfer HR cases agentic workflow] {#predict-transfer-hrcase__table_bpl_31s_y2c} ## Triggers {#predict-transfer-hrcase__d59431e182} Activate triggers according to your organization's requirements, and enable/disable the required COEs. In the Predict service and transfer HR cases agentic workflow, review the information in the Describe and connect section, make the necessary updates to verify that the agentic workflow adapts to your requirements, and then select Save and Continue. ## Executing a test scenario {#predict-transfer-hrcase__section_olb_jw5_fhc} You can run this workflow on the Testing page of AI Agent Studio with the following utterance in the Task field: "Help me predict and transfer HR case with number "HRC000XXX" with "sys_id " and table "sn_hr_core_case". The AI agent decision log displays the AI agents that are working to predict and transfer the case, and you can watch their interactions, decisions, and thought processes as they happen live. ## Prediction and transfer results on Agent Workspace for HR Case Management {#predict-transfer-hrcase__section_l2p_by5_fhc} This is an example of how the Predict service and transfer HR cases agentic workflow automatically identifies the appropriate HR service for a case. The workflow then transfers the case to the identified service. *[\>]: and then