---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Offboarding knowledge transfer plan generation agentic workflow

# Offboarding knowledge transfer plan generation agentic workflow {#ariaid-title1}

Release version: Australia  
Updated February 4, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
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## Summary of Offboarding Knowledge Transfer Plan Generation Agentic Workflow

The offboarding knowledge transfer plan generation agentic workflow helps ServiceNow customers preserve critical institutional knowledge when employees leave the organization.
By leveraging AI agents, this workflow automatically discovers, categorizes, and facilitates the transfer of departing employees' knowledge to managers and teams.
It seamlessly integrates with the Journey Designer to create a structured, AI-powered offboarding process that ensures valuable knowledge is retained and shared efficiently.
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## How It Works

The workflow operates in two main phases:

* **Manager Initiation:** An AI agent engages the departing employee's manager to determine if knowledge transfer is needed, collects requirements including the time range for document retrieval, and automatically discovers relevant documents authored by the employee. These documents are categorized using AI and tasks are created within the offboarding journey for review and transfer.
* **Employee Review:** After manager approval, a second AI agent presents the categorized knowledge transfer content to the departing employee for review and approval before sharing the information with the manager, ensuring employee consent and control over shared content.

## AI Agents Involved

* **Offboarding Knowledge Transfer Gather Inputs AI Agent:** Interacts with managers to collect knowledge transfer needs, processes responses, and initiates the discovery and categorization of documents.
* **Knowledge Transfer Reviewer AI Agent:** Engages departing employees to review, approve, and consent to the sharing of AI-generated knowledge transfer content.

## Key Features

* **Automated Document Discovery:** Searches multiple document sources for relevant content created by the departing employee within a defined time frame.
* **AI-Powered Categorization:** Uses Now Assist AI to organize documents into meaningful categories, simplifying knowledge understanding and transfer.
* **Journey Designer Integration:** Embeds knowledge transfer tasks into the offboarding journey, providing a clear workflow for managers.
* **Conversational Interfaces:** Managers and employees interact with AI agents via natural language through Virtual Agent, streamlining communication.
* **Employee Consent and Control:** Employees review and approve knowledge before sharing, ensuring privacy and accuracy.
* **Flexible Sharing Options:** Managers can designate team members to receive knowledge transfer information as needed.
* **State Tracking:** Tracks knowledge transfer progress from draft to completion, enabling administrators to monitor offboarding activities.

## Benefits

* Minimizes loss of critical knowledge when employees depart.
* Reduces manager workload by automating discovery and categorization of documents.
* Ensures consistent, repeatable knowledge transfer processes across the organization.
* Provides visibility into knowledge transfer completion and progress.
* Supports team continuity and reduces disruption from employee turnover.
* Speeds up onboarding of successors with organized knowledge handoffs.

## Requirements

To implement this workflow, customers must install and configure specific plugins including AI Agents for HR Service Delivery, ServiceNow Otto for HRSD, Journey Designer, AI Search, and External Content Connectors such as SharePoint Online. Additionally, relevant AI components like the knowledge transfer document grouper skill must be activated in AI Admin Hub.

Journey configurations must include setting the Journey accelerator plan type to Agentic AI Offboarding Plan Type and enabling personalized LE activity sets.  
The agentic workflow uses AI agents to identify, categorize, and transfer knowledge from departing employees to their managers and team.  
When employees leave an organization, they take valuable institutional knowledge with them. The offboarding knowledge transfer plan generation agentic workflow helps preserve this knowledge by performing the following actions:

* Automatically discovering documents and resources the departing employee created
* Organizing the retrieved documents and resources using AI-powered categorization
* Creating tasks for managers to review and transfer critical information to remaining team members
{#offboarding-knowledge-x-agentic-wf__ul_e4d_hsd_g3c}

The offboarding knowledge transfer plan generation agentic workflow integrates with Journey designer to create an AI-powered offboarding workflow. This agentic workflow operates in two phases: manager initiation and employee review. During manager initiation, an AI agent interacts with the departing employee's
manager to determine whether knowledge transfer is needed and collect requirements. During employee review, a second AI agent presents the knowledge transfer content to the departing employee for review and approval before sharing
with the manager.

## How offboarding knowledge transfer works {#offboarding-knowledge-x-agentic-wf__section_c53_srr_23c}

The knowledge transfer process is triggered when an employee's offboarding journey begins in Journey designer. The system triggers the first AI agent to engage with the manager through a conversational interface.  
The manager-facing AI agent performs the following actions:

* Retrieves employee and manager information from the offboarding journey record
* Asks the manager whether knowledge transfer is needed for the departing employee
* Collects the time range for knowledge retrieval based on manager input
* Searches for documents that are authored by the departing employee within the specified time period
* Creates a Knowledge Transfer record and generates Knowledge Transfer Resource records for each discovered document
* Uses Now Assist AI to categorize the documents into meaningful groups based on content and context
* Creates a Knowledge Transfer stage in the offboarding journey with assigned tasks
* Provides a link to the employee journey for tracking and management
{#offboarding-knowledge-x-agentic-wf__ul_aph_vrr_23c}  
When the manager approves a knowledge transfer, the system triggers the second AI agent to engage with the departing employee. The employee-facing AI agent performs the following actions:

* Retrieves AI-generated knowledge transfer content including work categories and resources
* Presents the content to the employee in a structured format with resource links
* Requests employee approval before sharing the knowledge transfer with the manager
* Completes the knowledge transfer and notifies the manager upon employee approval
{#offboarding-knowledge-x-agentic-wf__ul_bph_vrr_23c}

## AI agents {#offboarding-knowledge-x-agentic-wf__section_dmg_2sr_23c}

The offboarding knowledge transfer workflow uses two specialized AI agents that operate autonomously to complete specific tasks:

|-|-|
| **AI agent** | **Description** |
| Offboarding knowledge transfer gather inputs AI agent | Interacts with managers to collect knowledge transfer requirements. Recognizes yes or no responses to proceed with the appropriate action, collects numeric values for time ranges, and tracks conversation progress to keep the interaction moving forward. Evaluates each decision point and takes appropriate actions based on manager responses. |
| Knowledge transfer reviewer | Interacts with departing employees to facilitate review and approval of AI-generated knowledge transfer content. Retrieves work summaries organized by category, displays structured information with resource links, and manages the employee consent process before sharing information with managers. |
[Table 1. Agents used in agentic workflow]

{#offboarding-knowledge-x-agentic-wf__table_q3f_gsr_23c}

## Key capabilities {#offboarding-knowledge-x-agentic-wf__section_x1n_ywd_h3c}

Automated document discovery
:   The system searches across document sources to find relevant documents created by the departing employee within the specified time period.

AI-powered categorization
:   Now Assist analyzes document content and automatically organizes resources into categories, making it easier for managers to understand the scope of knowledge to transfer.

Journey integration
:   Knowledge transfer tasks are automatically added to the employee's offboarding journey in Journey designer, providing a structured workflow for managers.

Conversational interfaces
:   Managers and employees interact with AI agents through natural conversational interfaces delivered through Now Assist in Virtual Agent.

Employee consent and control
:   Employees review and approve AI-generated knowledge transfer content before sharing with managers, maintaining control over what information is shared during offboarding.

Flexible sharing
:   Managers can designate specific team members to receive knowledge transfer information, ensuring the right people have access to critical expertise.

State tracking
:   Knowledge transfers move through states from draft to completed, allowing administrators to monitor progress across all offboarding activities.

## Benefits {#offboarding-knowledge-x-agentic-wf__section_cpd_wxd_h3c}

Organizations using the offboarding knowledge transfer plan generation agentic workflow gain several advantages:

* Reduces knowledge loss when employees depart
* Saves manager time by automating document discovery and initial categorization
* Ensures consistent knowledge transfer processes across all offboarding activities
* Provides visibility into knowledge transfer completion rates
* Improves team continuity and reduces disruption from employee departures
* Accelerates successor ramp-up with organized knowledge handoff resources
{#offboarding-knowledge-x-agentic-wf__ul_axk_yxd_h3c}

## Requirements {#offboarding-knowledge-x-agentic-wf__section_cfh_fyd_h3c}

Plugins
:   To use the offboarding knowledge transfer plan generation agentic workflow, you must install and configure the following plugins:

    * AI Agents for HR Service Delivery (sn_hr_ai_agents)
    * ServiceNow Otto for HRSD (sn_hr_gen_ai)
    * Journey designer (sn_jny)
    * AI Search (glide.ais)
    * External Content Connectors (sn_ext_conn)
    * External Content Connectors SharePoint Online (sn_ext_conn_spo)
    {#offboarding-knowledge-x-agentic-wf__ul_k5r_3yd_h3c}

AI components

:   The following AI components must be activated to use this workflow:

    * AI agents for the offboarding knowledge transfer plan generation agentic workflow
    * Knowledge transfer document grouper skill in AI Admin Hub.
    {#offboarding-knowledge-x-agentic-wf__ul_itq_txw_33c}

Journey configuration
:   In the journey configuration for which you want to enable agentic offboarding, the following fields must be configured:

    * The Journey accelerator plan type field must be set to Agentic AI Offboarding Plan Type.
    * The LE activity sets can be personalized check box must be selected.
    {#offboarding-knowledge-x-agentic-wf__ul_o5s_rpz_q3c}