hrsd-email-recommendation

HR Email Recommendation

Overview

This skill provides a structured approach to generating recommended email responses for HR service delivery cases. It covers:

Analyzing HR case context to understand the employee's inquiry or concern
Referencing applicable HR policies and knowledge articles in responses
Maintaining appropriate confidentiality and data privacy standards
Crafting responses with empathetic, professional, and inclusive tone
Handling sensitive topics such as leave of absence, accommodations, and performance management
Generating follow-up emails for multi-step HR processes

When to use: When HR agents need assistance drafting email replies that are policy-compliant, appropriately empathetic, and tailored to the specific case context. Particularly useful for complex or sensitive topics where tone and accuracy are critical.

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

Prerequisites

Roles: sn_hr_core.case_writer, sn_hr_core.manager, or sn_hr_core.admin
Access: Read access to sn_hr_core_case, sn_hr_core_task, kb_knowledge; write access to case work notes and comments
Knowledge: Familiarity with HR policies, employee data privacy requirements (GDPR, HIPAA where applicable), and organizational communication standards
Plugins: com.sn_hr_core must be activated

Procedure

Step 1: Retrieve HR Case Context

Pull the full case details to understand the employee's inquiry.

Using MCP:

Tool: SN-Get-Record
Parameters:
  table_name: sn_hr_core_case
  sys_id: [case_sys_id]
  fields: sys_id,number,short_description,description,state,priority,hr_service,subject_person,subject_person.name,subject_person.department,opened_by,opened_at,comments_and_work_notes,close_notes,resolution_code

Using REST API:

GET /api/now/table/sn_hr_core_case/[case_sys_id]?sysparm_fields=sys_id,number,short_description,description,state,priority,hr_service,subject_person,opened_by,opened_at,comments_and_work_notes,close_notes,resolution_code&sysparm_display_value=true

Step 2: Review Case Communication History

Check previous emails and comments to maintain conversation continuity.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sys_email
  query: instance=sn_hr_core_case^target=[case_sys_id]^ORDERBYDESCsys_created_on
  fields: sys_id,type,subject,body_text,recipients,sys_created_on,watermark
  limit: 10

Using REST API:

GET /api/now/table/sys_email?sysparm_query=instance=sn_hr_core_case^target=[case_sys_id]^ORDERBYDESCsys_created_on&sysparm_fields=sys_id,type,subject,body_text,recipients,sys_created_on&sysparm_display_value=true&sysparm_limit=10

Step 3: Identify the HR Case Type and Policies

Determine the case type to reference appropriate policies.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sn_hr_le_case_type
  query: sys_id=[case_type_sys_id]
  fields: sys_id,name,description,hr_service,topic_category
  limit: 1

Step 4: Find Relevant Knowledge Articles

Search for policy documentation and FAQ articles related to the case topic.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: kb_knowledge
  query: workflow_state=published^short_descriptionLIKE[topic_keyword]^ORtextLIKE[topic_keyword]
  fields: sys_id,number,short_description,text,kb_knowledge_base,kb_category,workflow_state
  limit: 5

Using REST API:

GET /api/now/table/kb_knowledge?sysparm_query=workflow_state=published^short_descriptionLIKE[topic_keyword]^ORtextLIKE[topic_keyword]&sysparm_fields=sys_id,number,short_description,text,kb_category&sysparm_display_value=true&sysparm_limit=5

Step 5: Generate the Email Response

Compose the recommended email based on case context, policy references, and appropriate tone.

Email Template Structure:

Subject: Re: [Case Number] - [Short Description]

Dear [Employee First Name],

[OPENING - Empathetic acknowledgment]
Thank you for reaching out regarding [topic]. I understand this is important to you, and I want to make sure we provide you with clear guidance.

[BODY - Policy reference and guidance]
Based on our [Policy Name], [specific guidance relevant to the inquiry].

[Key details]:
- [Detail 1]
- [Detail 2]
- [Detail 3]

[NEXT STEPS - Clear action items]
Here are the next steps:
1. [Action item 1]
2. [Action item 2]
3. [Action item 3]

[KNOWLEDGE REFERENCE - Self-service link]
For additional information, please review: [KB Article Title] (KB[number])

[CLOSING - Supportive and available]
Please don't hesitate to reach out if you have additional questions. We're here to support you.

Best regards,
[Agent Name]
[HR Team / Department]

Step 6: Apply Confidentiality Guidelines

Before sending, validate the email against confidentiality requirements.

Confidentiality Checklist:

Check	Description	Action
PII Minimization	Only include necessary personal information	Remove SSN, salary details, medical info from email body
Need-to-Know	Ensure recipients have legitimate need for the information	Verify CC list is appropriate
Sensitive Topics	Flag medical, disciplinary, or legal content	Use secure communication channels if needed
Data Residency	Respect regional data privacy laws	Ensure reply complies with GDPR/CCPA requirements
Audit Trail	Document communication in case record	Add work notes with email summary

Using MCP:

Tool: SN-Execute-Background-Script
Parameters:
  description: Check for sensitive data patterns in email draft
  script: |
    gs.info('=== EMAIL CONFIDENTIALITY CHECK ===');

    var emailDraft = '[paste email draft text here]';

    // Check for common PII patterns
    var patterns = {
      'SSN Pattern': /\b\d{3}-\d{2}-\d{4}\b/,
      'Salary/Dollar Amount': /\$[\d,]+(\.\d{2})?/,
      'Date of Birth': /\b(DOB|date of birth|born on)\b/i,
      'Medical Terms': /\b(diagnosis|medical condition|disability|FMLA|ADA)\b/i,
      'Account Numbers': /\b(account|routing)\s*#?\s*\d{6,}\b/i
    };

    for (var label in patterns) {
      if (patterns[label].test(emailDraft)) {
        gs.info('WARNING: ' + label + ' detected - review before sending');
      }
    }

    gs.info('Confidentiality check complete.');

Step 7: Document and Attach the Recommendation

Save the recommended response as a work note and optionally send.

Using MCP:

Tool: SN-Add-Work-Notes
Parameters:
  table_name: sn_hr_core_case
  sys_id: [case_sys_id]
  work_notes: |
    === RECOMMENDED EMAIL RESPONSE ===
    Generated based on case context and HR policy references.

    Subject: Re: [Case Number] - [Topic]

    [Full email text]

    === REFERENCES ===
    Policy: [Policy Name]
    KB Article: KB[number] - [Title]

    === CONFIDENTIALITY REVIEW ===
    Status: Passed / Requires Review
    Notes: [Any flagged items]

Using REST API:

PATCH /api/now/table/sn_hr_core_case/[case_sys_id]
Content-Type: application/json

{
  "work_notes": "=== RECOMMENDED EMAIL RESPONSE ===\n[Full email text]\n\n=== REFERENCES ===\nPolicy: [Policy Name]\nKB Article: KB[number]"
}

Tool Usage

MCP Tools Reference

Tool	When to Use
`SN-Get-Record`	Retrieve full HR case context
`SN-Query-Table`	Query case history, emails, case types, KB articles
`SN-Natural-Language-Search`	Find relevant knowledge articles by topic
`SN-Update-Record`	Update case with recommended response
`SN-Add-Work-Notes`	Document the recommendation in case work notes
`SN-Execute-Background-Script`	Confidentiality checks, bulk response generation

REST API Reference

Endpoint	Method	Purpose
`/api/now/table/sn_hr_core_case`	GET/PATCH	Read case context and update with response
`/api/now/table/sn_hr_core_task`	GET	Review related case tasks
`/api/now/table/sn_hr_le_case_type`	GET	Identify case type and policies
`/api/now/table/kb_knowledge`	GET	Find relevant knowledge articles
`/api/now/table/sys_email`	GET	Review communication history

Best Practices

Lead with Empathy: Start every response by acknowledging the employee's situation before providing policy guidance
Reference Policies: Always cite the specific policy or article supporting your guidance; avoid vague statements
Keep It Confidential: Never include sensitive personal data in email; use secure channels for medical, legal, or disciplinary information
Use Plain Language: Avoid HR jargon; write at a reading level accessible to all employees
Provide Next Steps: Every email should end with clear, actionable next steps for the employee
Maintain Consistency: Use approved templates and language to ensure consistent messaging across the HR team

Troubleshooting

Case Context Insufficient for Response

Cause: Case description lacks detail or has only a brief subject line Solution: Review case comments and work notes for additional context. Check related tasks for more information. Consider requesting clarification from the employee.

No Relevant Knowledge Articles Found

Cause: KB not populated for the specific topic or search terms too specific Solution: Broaden the search query. Check alternative knowledge bases. Flag the gap for the knowledge management team.

Email Contains Sensitive Data

Cause: Case involves medical, legal, or disciplinary matters Solution: Use the confidentiality checklist. Route sensitive communications through secure channels. Consider scheduling a private meeting instead of email for highly sensitive topics.

Tone Not Appropriate for Situation

Cause: Template language too formal for a simple inquiry or too casual for a serious matter Solution: Adjust tone based on case severity and topic. Use empathetic language for personal matters and professional language for process inquiries.

Examples

Example 1: Benefits Enrollment Response

# 1. Get case details
Tool: SN-Get-Record
Parameters:
  table_name: sn_hr_core_case
  sys_id: [case_sys_id]
  fields: number,short_description,description,hr_service,subject_person.name

# 2. Find relevant KB article
Tool: SN-Query-Table
Parameters:
  table_name: kb_knowledge
  query: workflow_state=published^123TEXTQUERY321=benefits open enrollment deadlines
  fields: number,short_description,text
  limit: 3

# 3. Draft response
# "Dear [Name], Thank you for reaching out about benefits enrollment.
# The open enrollment period runs from [date] to [date]..."

Example 2: Leave of Absence Response

Tool: SN-Get-Record
Parameters:
  table_name: sn_hr_core_case
  sys_id: [case_sys_id]
  fields: number,short_description,description,hr_service,subject_person.name,subject_person.department

Example 3: Onboarding Welcome Email

Tool: SN-Execute-Background-Script
Parameters:
  description: Generate onboarding welcome email template
  script: |
    var caseGr = new GlideRecord('sn_hr_core_case');
    caseGr.get('[case_sys_id]');

    var person = caseGr.subject_person.getRefRecord();
    var name = person.first_name.toString();
    var dept = person.department.getDisplayValue();
    var startDate = caseGr.getValue('opened_at');

    gs.info('=== RECOMMENDED ONBOARDING EMAIL ===');
    gs.info('Subject: Welcome to ' + dept + ' - Your First Week Guide');
    gs.info('');
    gs.info('Dear ' + name + ',');
    gs.info('');
    gs.info('Welcome to the team! We are excited to have you join ' + dept + '.');
    gs.info('Here is what you can expect during your first week:');
    gs.info('');
    gs.info('Day 1: Orientation and system access setup');
    gs.info('Day 2: Team introductions and role overview');
    gs.info('Day 3-5: Training modules and onboarding tasks');
    gs.info('');
    gs.info('Please review our New Employee Guide (KB0012345) for detailed information.');

Related Skills

hrsd/kb-generation - Create knowledge articles referenced in email responses
hrsd/sidebar-summarization - Summarize case context for email drafting
hrsd/case-summarization - Comprehensive case summaries for complex responses
itsm/email-recommendation - Email generation patterns for IT service cases

About this skill

Overview

Prerequisites

Procedure

Step 1: Retrieve HR Case Context

Step 2: Review Case Communication History

Step 3: Identify the HR Case Type and Policies

Step 4: Find Relevant Knowledge Articles

Step 5: Generate the Email Response

Step 6: Apply Confidentiality Guidelines

Step 7: Document and Attach the Recommendation

Tool Usage

MCP Tools Reference

REST API Reference

Best Practices

Troubleshooting

Case Context Insufficient for Response

No Relevant Knowledge Articles Found

Email Contains Sensitive Data

Tone Not Appropriate for Situation

Examples

Example 1: Benefits Enrollment Response

Example 2: Leave of Absence Response

Example 3: Onboarding Welcome Email

Related Skills

References