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Use generative AI skills › Now Assist for HR Service Delivery \(HRSD\) › HR Service Delivery › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Summarize actions while transferring an HR case

Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.

Before you begin

Role required: sn_hr_core.case_writer

Procedure

  1. From HR Agent Workspace, open an HR case that is assigned to you.

  2. Click the

Image omitted: more-icon.png
More Actions icon icon at the top right hand corner of the page.

  1. Select Transfer case.

    Transfer case dialog box appears with AI-generated case summary in the Case Summary field.

Image omitted: transfer-case.png
Transfer case
1.  In the **Transfer type** field, select whether you want to transfer the case with the same case number or with a new case number.
2.  In the **COE** field, specify the HR Center of Excellence \(for example, Payroll\) to which you want to transfer the case.
3.  In the **New HR Service** field, specify the HR service \(for example, Paycheck discrepancy\) to which you want to transfer the case.
4.  Review and make any edits to the AI-generated summary in the **Case Summary** field.

    **Note:** GenAI requires a minimum of 200 words on the case to generate summary.

5.  Click **OK**.

Parent Topic:Use Now Assist for HR Service Delivery (HRSD) in Agent Workspace

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