---
title: HR fulfillment instructions
description: HR fulfillment instructions provide focused and targeted information on how an agent can complete an HR case faster and more efficiently for HR Service Delivery Agent Workspace and legacy HR Case Management.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/hr-service-delivery/hr-fulfillment-instructions.html
release: australia
product: HR Service Delivery
classification: hr-service-delivery
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [HR services, HR Administration, Configure, Case and Knowledge Management, HR Service Delivery, Employee Service Management]
---

# HR fulfillment instructions

HR fulfillment instructions provide focused and targeted information on how an agent can complete an HR case faster and more efficiently for HR Service Delivery Agent Workspace and legacy HR Case Management.

You can configure fulfillment instructions to appear for an HR case by group, HR service, table, conditions, or a combination of multiple requirements. For example, you can configure a different set of fulfillment instructions to appear for HR cases that are based on the employee's location.

Using the condition builder, you can dynamically change what fulfillment instructions appear for an HR case when it is transferred from one HR service to another. For example:

-   An HR case is created as a General Inquiry with specific fulfillment instructions.
-   Later, this HR case is transferred to a Leave of Absence request. New fulfillment instructions appear for the transferred case.

## Checklist

Add a checklist to ensure the agent does not skip or miss any of the fulfillment instructions. To add a checklist to an HR case, use HR services. See [HR service configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/hr-service-configuration.md).

-   **[Configure HR fulfillment instructions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/configure-hr-fulfillment.md)**  
Use HR fulfillment instructions to provide focused and targeted instructions for an HR case.

**Parent Topic:**[HR services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/hr-service-administration.md)