---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Predict service and transfer HR cases

# Predict service and transfer HR cases agentic workflow {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 in ServiceNow automates the analysis and routing of HR cases to the most suitable HR service teams.
This workflow is designed to optimize HR Case Management by ensuring cases are efficiently handled by the appropriate specialists.
Show full answer Show less  
The workflow utilizes agents, tools, and triggers provided by the ServiceNow Otto application. To customize the workflow, you must duplicate it, modify the settings, and activate the new version. It is essential that users have the **snhrcore.casewriter** role with the embedded **snuxcgenai.platformaifieldpredictor** role to ensure proper operation.

## Prerequisites and Setup

* Complete the Group Action Framework (GAF) configuration and run training against the HR GAF Group.
* As an admin, run the **HR service GAF grouping job** via Scheduled Jobs to generate the **GAF - Run Offline Flow**.
* Execute the **GAF - Run Offline Flow** and monitor its progress to prepare the system for the workflow.

## Accessing and Configuring the Workflow

* Navigate to **AI Agent Studio \> Overview** , then select **Agentic workflows \> Predict service and transfer HR cases agentic workflow**.
* The guided setup provides a detailed list of AI agents and their roles, accessible by clicking the agent names for full descriptions, instructions, and tools.
* Ensure AI agents are activated by enabling the Status toggle during setup.

## AI Agents Involved

* **Record field value prediction AI agent:** Predicts the appropriate HR service for incoming cases and can generate summaries and justifications.
* **HR Case Transfer AI agent:** Automatically transfers the case to the predicted HR service.

## Workflow Execution and Testing

* Activate triggers and configure Centers of Excellence (COEs) as per your organizational needs.
* Use the Describe and Connect step in the guided setup to tailor the workflow to your environment.
* Test the workflow via AI Agent Studio by submitting a task with the utterance format: *"Help me predict and transfer HR case with number 'HRC000XXX' with sysid and table snhrcorecase."*
* Monitor AI agent decisions and interactions in real time through the AI agent decision log during testing.

## Key Outcomes

Once configured and activated, this workflow automatically identifies the correct HR service for each case and transfers cases seamlessly within the HR Case Management Agent Workspace. This automation improves case handling efficiency, reduces manual routing errors, and enables HR teams to respond promptly to employee needs.  
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 this agentic workflow are provided by the ServiceNow Otto application. To change this agentic workflow's instructions, duplicate it, adjust the settings, and activate the new version.  
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}

Perform the following steps after you [Configure Group Action Framework](https://www.servicenow.com/docs/access?context=configure-gaf&version=australia&pubname=australia-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 ensure 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 in real time.

## 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 agentic workflow automatically identifies the appropriate HR service for a case, and transfers the case to the identified service.

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