The Autonomous Case Planner uses AI to combine the details of each case with relevant content from your organization's knowledge base. It uses that information to create and maintain case plans, including the tasks, owners, dependencies, and due dates needed to resolve the request.
This means your knowledge base plays an important role in the quality of the case plans AI creates. Clear, current policies and process documentation help the planner understand how your organization handles different types of work.
For an overview of how the planner works, see How the case planner works.
Note: The Autonomous Case Planner is available on supported subscription plans only. There isn't a setting in Case setup to enable or disable it.
Case plans are available on Standard and higher subscription plans. When your organization is entitled to the feature, the Autonomous Case Planner runs automatically. Organizations on Free and Starter plans don't have access to case plans.
What the planner uses
When the Autonomous Case Planner creates or updates a case plan, it combines information from the current case with relevant knowledge from your organization's knowledge base.
It considers information such as:
- The case conversation
- The case title
- Categories and other case information
- People associated with the case
- Relevant knowledge articles, policies, and processes.
The planner uses this information to determine the work needed to resolve the request. It can create tasks, assign owners, identify dependencies, and set due dates where appropriate.
Why knowledge quality matters
Well-structured knowledge helps the planner:
- Identify the steps required to resolve common HR requests.
- Distinguish work that people should complete from work the AI Assistant can handle.
- Sequence tasks appropriately, including dependencies where needed.
- Reflect your organization's policies and processes rather than relying on generic assumptions.
Incomplete, outdated, or ambiguous content can lead to plans that miss important steps, include unnecessary work, or don't match how your teams actually operate.
What good knowledge looks like for case plans
Focus on knowledge that describes how work should be done, not only what a policy says at a high level.
| Content type | Why it helps the planner | Example |
| Policies | Defines the rules the case must follow. | Parental leave eligibility and notice requirements. |
| Process guides | Describes the steps teams take to complete a request. | How to process a payroll correction from intake to confirmation. |
| Decision criteria | Explains when a case needs approval, escalation, or specialist review. | When Employee Relations must review a disciplinary request. |
| Role ownership | Clarifies who typically completes each type of work. | Benefits confirms enrollment; Payroll issues the adjustment. |
| Required information | Lists details that must be collected before work can finish. | Effective date, plan type, and supporting documentation. |
Where a process has a clear sequence, describe the steps in the order they should be completed. This gives the planner clearer information about how the work should progress.
Writing tips for case-plan support
When creating or reviewing knowledge content:
- Use plain language and specific action verbs such as verify, confirm, notify, and escalate.
- Separate policy rules from operational steps when both appear in the same article.
- Clearly describe handoffs between teams, systems, or approvers.
- Include exceptions and edge cases that commonly change how a case is handled.
- Use descriptive article titles and headings so relevant content is easier to find.
- Retire or update outdated guidance so the planner doesn't rely on superseded process steps.
Knowledge used for employee self-service still matters. The same articles that help the AI Assistant answer questions and deflect cases can also help the planner understand the appropriate resolution path after a case is created.
What knowledge preparation doesn't replace
Good knowledge helps the Autonomous Case Planner create better plans, but it doesn't replace:
- Case Setup configuration, such as teams, categories, flags, and priorities.
- Agent judgment when reviewing or editing a case plan.
- Human decisions, approvals, and employee communication.
Agents can still add, edit, reassign, complete, cancel, or reopen tasks as work progresses.
For day-to-day plan management, see Work with a case plan.
Prepare your knowledge base
Before introducing case plans, or when you're looking to improve plan quality, check that your knowledge base includes:
- Current policies for the HR topics your teams handle most often.
- Step-by-step process articles for common case types.
- Clear ownership guidance for handoffs between teams.
- Escalation and approval criteria for sensitive or high-risk requests.
- Up-to-date content with clear ownership for ongoing maintenance.
Start with your highest-volume case categories. Improving the knowledge behind the requests your teams handle most often is likely to have the greatest impact on case-plan quality.