---
title: HR PIWB template: Predict knowledge for HR case resolution
description: Use the classic setup template to configure and train your Similarity solution template with machine learning model to recommend knowledge articles to assist an HR agent for faster case resolution.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/hr-service-delivery/hr-piwb-similar-hrcases-agent.html
release: australia
product: HR Service Delivery
classification: hr-service-delivery
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [HR Predictive Intelligence Workbench implementation, HR Predictive Intelligence Workbench, Integration of HR Service Delivery with ServiceNow applications, HR Service Delivery, Employee Service Management]
---

# HR PIWB template: Predict knowledge for HR case resolution

Use the classic setup template to configure and train your Similarity solution template with machine learning model to recommend knowledge articles to assist an HR agent for faster case resolution.

## Before you begin

Role required: sn\_piwb\_hr\_content.admin

## Procedure

1.  Navigate to **All** > **Predictive Intelligence Workbench** > **Use Cases** > **Create New from Templates**.

2.  From the templates list, go to **Knowledge for resolving HR Cases for agents** template and click **Start**.

    A pop-up with model name appears. This use case is handled in the classic Predictive Intelligence. You will be taken there to complete setup. You can perform the following steps:

    1.  Ensure you click **View product documentation for setting up this use case** to review the instructions on how to configure the solution definition.

        **Note:** Ensure you review and understand the documentation for creating the solution definition.

    2.  Click **Take me there** to get started with the solution definition.
    Machine Learning Solutions landing page appears.

    \[Omitted image "piwb-hr-ml-list.png"\] Alt text: List of ML usecases for HR PIWB

3.  Go to **Similarity** > **Knowledge for resolving HR Cases for agents** from the available Solution Definitions, click **Configure**.

    The solution definition appears.

4.  On the form, verify the default field values and customize the solution as required.


## Result

When the configuration is complete, agents can discover similar information across knowledge articles based on the short description of the HR case and the text in Related Search Results. Display of such similar knowledge articles can help an HR agent to quickly resolve the cases.

## What to do next

You can verify the integration status from **HR Administration** > **HR AI Configurations** > **Solution definition**. The use case is now mapped to the selected solution definition.

**Parent Topic:**[HR Predictive Intelligence Workbench implementation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/hr-piwb-implementation-guidance.md)

**Related topics**  


[Predictive Intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/predictive-intelligence.md)

[Get started with Predictive Intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/install-predictive-intelligence.md)