HR PIWB template: Predict knowledge for HR case resolution

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use the classic setup template to configure and train your Similarity solution template with machine learning model to recommend knowledge articles to assist an HR agent for faster case resolution.

    Before you begin

    Role required: sn_piwb_hr_content.admin

    Procedure

    1. Navigate to All > Predictive Intelligence Workbench > Use Cases > Create New from Templates.
    2. From the templates list, go to Knowledge for resolving HR Cases for agents template and click Start.
      A pop-up with model name appears. This use case is handled in the classic Predictive Intelligence. You will be taken there to complete setup. You can perform the following steps:
      1. Ensure you click View product documentation for setting up this use case to review the instructions on how to configure the solution definition.
        Note:
        Ensure you review and understand the documentation for creating the solution definition.
      2. Click Take me there to get started with the solution definition.
      Machine Learning Solutions landing page appears.
      Figure 1. HR ML use cases
      List of ML usecases for HR PIWB
    3. Go to Similarity > Knowledge for resolving HR Cases for agents from the available Solution Definitions, click Configure.
      The solution definition appears.
    4. On the form, verify the default field values and customize the solution as required.

    Result

    When the configuration is complete, agents can discover similar information across knowledge articles based on the short description of the HR case and the text in Related Search Results. Display of such similar knowledge articles can help an HR agent to quickly resolve the cases.

    What to do next

    You can verify the integration status from HR Administration > HR AI Configurations > Solution definition. The use case is now mapped to the selected solution definition.