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Auto-case categorization for HR case management

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Auto-case categorization for HR case management

You can use Agent Intelligence with HR Service Delivery to train a predictive model to act as an HR agent to automatically categorize HR cases submitted by email. A preconfigured solution definition and business rule are available to use. Auto-case categorization allows for a faster response time and better case resolution for employees.

Note: This feature is only available with the HR Professional and HR Enterprise packages.

Auto-case categorization overview

HR cases can be created via email, phone, or a self-service Service Portal such as the Employee Service Center. By default, an email sent to the general address for HR requests is created as a general inquiry case. An HR agent then has to review and manually recategorize it to the appropriate HR service.

With Agent Intelligence, you can train a predictive model to automatically categorize HR cases submitted by email. The email is routed to the appropriate HR service based on the subject line and body.

How to use auto-case categorization

On instances where both Agent Intelligence and HR Service Delivery are active, the following solution definition and business rule are available to use.

Solution Definition Description
HR Case Categorization Predicts the HR service from the Short description and Description.
Business rule Table Description
Predict COE, Service after insert HR Case [sn_hr_core_case] Generates prediction results for active HR Service Delivery solutions. Runs before a new HR case record submitted by email is inserted.

You can configure your solution definition from the HR AI configuration module, as well as access the solution definition record for training. If you use domain separation in your instance, you can define the solution definition to use for each domain by creating additional configuration records.

Once your solution definition is trained, you can test the solution prediction by sending emails to the general email address for HR requests. You can then verify that the corresponding HR cases are automatically categorized to the appropriate HR service.

Activation information

To use Agent Intelligence with HR Service Delivery, make sure that HR Service Delivery is activated, and then request Agent Intelligence.

Note: Auto-categorization of HR cases is automatically enabled when both HR Service Delivery and Agent Intelligence are activated. To disable the feature, see Disable the auto-case categorization feature.
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