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Machine learning solutions for HR Service Delivery › Integration of HR Service Delivery with ServiceNow applications › HR Service Delivery › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Discovering similar knowledge articles for HR cases

Discover similar information across knowledge articles based on the short description of the HR case and the text in the related search results. Display such similar knowledge articles to an HR agent to resolve a case.

Similar knowledge articles

The similarity solution takes the short description of the case and compares them to the short description, description, and text fields of the published articles to provide the similar knowledge articles.

When the Similar Knowledge Articles for HR Case (ml_sn_sn_hr_core_global_case_to_articles) is configured and the predictive model is trained, the Similar Knowledge Articles option is displayed on an HR case. This option displays the most relevant knowledge articles to an HR agent to resolve an HR case.

Image omitted: attach-knowledge-article-to-hr-case-1.png
Relevant knowledge articles for an HR case

Auto training the predictive model

The Similar Knowledge Articles for HR Case solution definition is configured and the predictive model is auto trained when all the following conditions are met:

  • The Human Resources Scoped App: Core (com.sn_hr_core) plugin is installed.
  • The Predictive Intelligence for Contextual Search (com.snc.contextual_search_ml) plugin is installed.
  • The glide.platform_ml.auto_training.enabled system property is set to true.

You can also manually train the predictive model if it is not auto trained by default.

Parent Topic:Machine learning solutions for HR Service Delivery