hr-kb-generation

HR Knowledge Article Generation

Overview

This skill provides a structured approach to generating knowledge articles from resolved HR service delivery cases. It covers:

• Identifying frequently asked HR questions from resolved case data
• Extracting resolution patterns to create reusable knowledge content
• Generating HR policy documentation articles from case outcomes
• Creating benefits FAQ articles based on common employee inquiries
• Building onboarding guide articles from new-hire case patterns
• Publishing and categorizing articles in the HR knowledge base

When to use: When HR teams want to reduce case volume by converting repeated inquiries into self-service knowledge articles, or when policies change and documentation needs to be updated based on recent case handling patterns.

Plugin required: com.sn_hr_core (HR Service Delivery Core)

Prerequisites

• Roles: sn_hr_core.admin, sn_hr_core.manager, knowledge_admin, or knowledge_manager
• Access: Read access to sn_hr_core_case, sn_hr_core_task; write access to kb_knowledge
• Knowledge: Familiarity with HR case types, knowledge base structure, and article lifecycle
• Plugins: com.sn_hr_core and com.glideapp.knowledge must be activated

Procedure

Step 1: Identify High-Volume HR Case Topics

Find resolved HR cases grouped by topic or case type to discover candidates for knowledge articles.

Using MCP:

Tool: SN-Execute-Background-Script
Parameters:
  description: Identify top HR case topics for knowledge article generation
  script: |
    gs.info('=== HR CASE TOPIC ANALYSIS ===');

    // Top case types by volume
    gs.info('\n--- Top HR Case Types (Last 90 Days, Resolved) ---');
    var ga = new GlideAggregate('sn_hr_core_case');
    ga.addQuery('state', 'closed_complete');
    ga.addQuery('sys_created_on', '>=', gs.daysAgo(90));
    ga.addAggregate('COUNT');
    ga.groupBy('hr_service');
    ga.orderByAggregate('COUNT', 'DESC');
    ga.setLimit(15);
    ga.query();

    while (ga.next()) {
      gs.info('Service: ' + ga.hr_service.getDisplayValue() + ' | Cases: ' + ga.getAggregate('COUNT'));
    }

    // Frequent short descriptions (common questions)
    gs.info('\n--- Most Repeated Case Subjects ---');
    var subj = new GlideAggregate('sn_hr_core_case');
    subj.addQuery('state', 'closed_complete');
    subj.addQuery('sys_created_on', '>=', gs.daysAgo(90));
    subj.addAggregate('COUNT');
    subj.groupBy('short_description');
    subj.orderByAggregate('COUNT', 'DESC');
    subj.setLimit(20);
    subj.query();

    while (subj.next()) {
      var count = parseInt(subj.getAggregate('COUNT'));
      if (count >= 3) {
        gs.info('Subject: ' + subj.short_description + ' | Count: ' + count);
      }
    }

Step 2: Retrieve Resolution Details for a Topic

Pull resolved cases for a specific topic to extract resolution content.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_hr_core_case
  query: state=closed_complete^short_descriptionLIKE[topic_keyword]^ORDERBYDESCclosed_at
  fields: sys_id,number,short_description,description,close_notes,resolution_code,hr_service,subject_person,opened_at,closed_at
  limit: 15

Using REST API:

GET /api/now/table/sn_hr_core_case?sysparm_query=state=closed_complete^short_descriptionLIKE[topic_keyword]^ORDERBYDESCclosed_at&sysparm_fields=sys_id,number,short_description,description,close_notes,resolution_code,hr_service,subject_person,opened_at,closed_at&sysparm_display_value=true&sysparm_limit=15

Step 3: Review HR Case Types for Categorization

Understand the HR case type taxonomy for proper article categorization.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_hr_le_case_type
  query: active=true^ORDERBYname
  fields: sys_id,name,description,hr_service,topic_category,active
  limit: 50

Using REST API:

GET /api/now/table/sn_hr_le_case_type?sysparm_query=active=true^ORDERBYname&sysparm_fields=sys_id,name,description,hr_service,topic_category,active&sysparm_display_value=true&sysparm_limit=50

Step 4: Check Existing Knowledge Base and Categories

Identify the HR knowledge base and available categories before creating articles.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: kb_knowledge_base
  query: titleLIKEHR^ORtitleLIKEHuman Resources
  fields: sys_id,title,description,active,owner
  limit: 5

Tool: SN-Query-Table
Parameters:
  table_name: kb_category
  query: kb_knowledge_base=[kb_sys_id]^active=true^ORDERBYlabel
  fields: sys_id,label,parent_id,full_category
  limit: 50

Step 5: Generate the Knowledge Article

Create a knowledge article based on the extracted resolution patterns.

Using MCP (Policy Documentation example):

Tool: SN-Create-Record
Parameters:
  table_name: kb_knowledge
  data:
    kb_knowledge_base: [kb_sys_id]
    kb_category: [category_sys_id]
    short_description: "How to Request Parental Leave"
    text: |
      <h2>Overview</h2>
      <p>This article explains the process for requesting parental leave, including eligibility, duration, and required documentation.</p>

      <h2>Eligibility</h2>
      <ul>
        <li>Full-time employees who have been employed for at least 12 months</li>
        <li>Part-time employees working 20+ hours per week for at least 12 months</li>
      </ul>

      <h2>Leave Duration</h2>
      <p>Eligible employees may take up to 12 weeks of parental leave within the first year of a qualifying event (birth, adoption, foster placement).</p>

      <h2>How to Submit a Request</h2>
      <ol>
        <li>Navigate to the HR Service Portal</li>
        <li>Select "Leave of Absence" from the catalog</li>
        <li>Choose "Parental Leave" as the leave type</li>
        <li>Enter the expected start date and duration</li>
        <li>Upload supporting documentation</li>
        <li>Submit the request for manager approval</li>
      </ol>

      <h2>Required Documentation</h2>
      <ul>
        <li>Medical certification (for birth-related leave)</li>
        <li>Adoption or foster placement documentation</li>
        <li>Completed Leave Request Form (HR-201)</li>
      </ul>

      <h2>Frequently Asked Questions</h2>
      <p><strong>Q: Can I extend my parental leave?</strong></p>
      <p>A: Extensions may be available. Contact your HR Business Partner at least 2 weeks before your scheduled return date.</p>

      <p><strong>Q: Is parental leave paid?</strong></p>
      <p>A: The first 6 weeks are fully paid. Weeks 7-12 are at 60% base pay. Check your benefits summary for details.</p>
    workflow_state: draft
    valid_to: 2027-12-31
    author: [current_user_sys_id]

Using REST API:

POST /api/now/table/kb_knowledge
Content-Type: application/json

{
  "kb_knowledge_base": "[kb_sys_id]",
  "kb_category": "[category_sys_id]",
  "short_description": "How to Request Parental Leave",
  "text": "<h2>Overview</h2><p>...</p>",
  "workflow_state": "draft",
  "valid_to": "2027-12-31"
}

Step 6: Generate Benefits FAQ Article

Create FAQ-style articles for common benefits inquiries.

Using MCP:

Tool: SN-Execute-Background-Script
Parameters:
  description: Extract benefits-related questions from resolved HR cases for FAQ generation
  script: |
    gs.info('=== BENEFITS FAQ EXTRACTION ===');

    var gr = new GlideRecord('sn_hr_core_case');
    gr.addQuery('state', 'closed_complete');
    gr.addQuery('hr_service.name', 'LIKE', 'Benefits');
    gr.addQuery('sys_created_on', '>=', gs.daysAgo(180));
    gr.orderByDesc('sys_created_on');
    gr.setLimit(30);
    gr.query();

    var faqEntries = {};
    while (gr.next()) {
      var question = gr.short_description.toString();
      var answer = gr.close_notes.toString();
      if (question && answer) {
        if (!faqEntries[question]) {
          faqEntries[question] = answer;
          gs.info('Q: ' + question);
          gs.info('A: ' + answer);
          gs.info('---');
        }
      }
    }

Step 7: Generate Onboarding Guide

Build onboarding content from new-hire case patterns.

Using MCP:

Tool: SN-Execute-Background-Script
Parameters:
  description: Identify common onboarding topics from new-hire HR cases
  script: |
    gs.info('=== ONBOARDING GUIDE TOPICS ===');

    var ga = new GlideAggregate('sn_hr_core_case');
    ga.addQuery('state', 'closed_complete');
    ga.addQuery('hr_service.name', 'LIKE', 'Onboarding');
    ga.addQuery('sys_created_on', '>=', gs.daysAgo(180));
    ga.addAggregate('COUNT');
    ga.groupBy('short_description');
    ga.orderByAggregate('COUNT', 'DESC');
    ga.setLimit(15);
    ga.query();

    gs.info('--- Top Onboarding Questions ---');
    while (ga.next()) {
      gs.info('Topic: ' + ga.short_description + ' | Cases: ' + ga.getAggregate('COUNT'));
    }

    // Also check onboarding tasks for common task types
    gs.info('\n--- Common Onboarding Tasks ---');
    var tasks = new GlideAggregate('sn_hr_core_task');
    tasks.addQuery('parent.hr_service.name', 'LIKE', 'Onboarding');
    tasks.addAggregate('COUNT');
    tasks.groupBy('short_description');
    tasks.orderByAggregate('COUNT', 'DESC');
    tasks.setLimit(10);
    tasks.query();

    while (tasks.next()) {
      gs.info('Task: ' + tasks.short_description + ' | Count: ' + tasks.getAggregate('COUNT'));
    }

Tool Usage

MCP Tools Reference

Tool	When to Use
SN-Query-Table	Query HR cases, case types, knowledge bases, categories
SN-Get-Record	Retrieve specific case or article details
SN-Create-Record	Create new knowledge articles
SN-Update-Record	Update article content, state, or metadata
SN-Execute-Background-Script	Bulk analysis of case patterns, FAQ extraction
SN-NL-Search	Natural language queries like "resolved benefits cases this quarter"

REST API Reference

Endpoint	Method	Purpose
/api/now/table/sn_hr_core_case	GET	Query resolved HR cases
/api/now/table/sn_hr_core_task	GET	Query HR case tasks
/api/now/table/sn_hr_le_case_type	GET	List HR case types
/api/now/table/kb_knowledge	GET/POST	Create and query knowledge articles
/api/now/table/kb_knowledge_base	GET	Find HR knowledge bases
/api/now/table/kb_category	GET	List knowledge categories

Best Practices

• Mine Closed Cases: Focus on cases with state=closed_complete and clear close_notes for the best content source material
• Anonymize Content: Remove employee names, IDs, and personal details before publishing; use generic examples
• Use Consistent Structure: Standardize article format with Overview, Eligibility, Process, FAQ, and Related Links sections
• Set Review Dates: Assign valid_to dates aligned with annual policy review cycles
• Tag Appropriately: Use HR service categories as article tags for improved search and self-service relevance
• Draft First: Always create articles in draft state for HR team review before publishing

Troubleshooting

No Resolved Cases Found for Topic

Cause: Query filters too restrictive or cases closed with different terminology Solution: Broaden the keyword search. Use LIKE operator or SN-NL-Search for flexible matching. Check resolution_code values.

Knowledge Base Not Found

Cause: HR knowledge base not configured or uses a non-standard name Solution: Query kb_knowledge_base without filters to list all available knowledge bases. Create one if needed via HR administration.

Article Not Appearing in Portal

Cause: Article still in draft state or not assigned to a user-facing knowledge base Solution: Update workflow_state to published. Verify the knowledge base is configured for the HR Service Portal.

Duplicate Articles Created

Cause: Similar resolved cases generated overlapping content Solution: Search existing articles before creating new ones. Merge duplicate articles by consolidating content into one and retiring the other.

Examples

Example 1: PTO Policy Article from Case Data

# 1. Find resolved PTO cases
Tool: SN-Query-Table
Parameters:
  table_name: sn_hr_core_case
  query: state=closed_complete^short_descriptionLIKEPTO^ORshort_descriptionLIKEtime off
  fields: number,short_description,close_notes,hr_service
  limit: 20

# 2. Create the KB article
Tool: SN-Create-Record
Parameters:
  table_name: kb_knowledge
  data:
    kb_knowledge_base: [hr_kb_sys_id]
    short_description: "PTO Policy and Request Process"
    text: "[Generated content from case analysis]"
    workflow_state: draft

Example 2: Benefits Open Enrollment FAQ

Tool: SN-Query-Table
Parameters:
  table_name: sn_hr_core_case
  query: state=closed_complete^short_descriptionLIKEenrollment^ORshort_descriptionLIKEbenefits
  fields: number,short_description,description,close_notes
  limit: 25

Example 3: Bulk Article Gap Analysis

Tool: SN-Execute-Background-Script
Parameters:
  description: Find HR topics with high case volume but no knowledge articles
  script: |
    var ga = new GlideAggregate('sn_hr_core_case');
    ga.addQuery('state', 'closed_complete');
    ga.addQuery('sys_created_on', '>=', gs.daysAgo(90));
    ga.addAggregate('COUNT');
    ga.groupBy('short_description');
    ga.orderByAggregate('COUNT', 'DESC');
    ga.setLimit(20);
    ga.query();

    gs.info('=== TOPICS NEEDING KB ARTICLES ===');
    while (ga.next()) {
      var topic = ga.short_description.toString();
      var count = parseInt(ga.getAggregate('COUNT'));
      if (count < 3) continue;

      // Check if KB article exists
      var kb = new GlideRecord('kb_knowledge');
      kb.addQuery('short_description', 'LIKE', topic.substring(0, 30));
      kb.addQuery('workflow_state', 'published');
      kb.setLimit(1);
      kb.query();

      if (!kb.hasNext()) {
        gs.info('NO ARTICLE: "' + topic + '" | Cases: ' + count);
      }
    }

Related Skills

• hrsd/email-recommendation - Generate HR email responses referencing KB articles
• hrsd/sidebar-summarization - Summarize HR case context for article creation
• knowledge/article-generation - General knowledge article creation
• hrsd/case-summarization - Summarize HR cases before converting to KB content

References

• ServiceNow HR Service Delivery
• Knowledge Management
• HR Knowledge Best Practices