--- sourceDocument: Brazil Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil 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: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Offboarding Knowledge Transfer Plan Generation Agentic Workflow The Offboarding Knowledge Transfer Plan Generation Agentic Workflow in ServiceNow uses AI agents to capture and transfer critical knowledge from departing employees to their managers and teams. This workflow is integrated with Journey Designer and automates the discovery, organization, and approval of knowledge assets to reduce knowledge loss during offboarding. Show full answer Show less The workflow operates in two phases: manager initiation and employee review. Managers initiate the process by confirming knowledge transfer needs and time ranges, while departing employees review and approve the AI-generated knowledge transfer content before it is shared. ## Key Features * **Automated Document Discovery:** AI agents search for documents authored by the departing employee within a specified time frame. * **AI-Powered Categorization:** Now Assist AI organizes documents into meaningful categories to simplify knowledge transfer. * **Journey Designer Integration:** Knowledge transfer tasks are automatically added to the employee's offboarding journey for structured management. * **Conversational Interfaces:** Managers and employees interact with AI agents via natural language conversations through Now Assist in Virtual Agent. * **Employee Consent and Control:** Departing employees review and approve knowledge transfer summaries, maintaining control over shared information. * **Flexible Sharing:** Managers can assign knowledge transfer outputs to specific team members to ensure relevant access. * **State Tracking:** Knowledge transfers progress through defined states from draft to completion, enabling visibility and monitoring. ## How It Works * At offboarding initiation, an AI agent engages the manager to confirm if knowledge transfer is required and collects details. * The system searches for relevant employee-authored documents and categorizes them automatically. * A Knowledge Transfer record is created, and tasks are assigned within the offboarding journey. * After manager approval, a second AI agent presents the organized knowledge transfer content to the departing employee for review and approval. * Upon employee consent, the knowledge transfer information is shared with the manager and designated team members. ## Benefits * Minimizes knowledge loss during employee departures. * Saves manager time by automating discovery and categorization of documents. * Provides a consistent, structured knowledge transfer process across offboarding activities. * Improves team continuity and reduces disruption from departures. * Accelerates onboarding for successors with organized, approved knowledge resources. * Offers visibility into knowledge transfer progress and completion. ## Requirements and Setup * **Plugins:** Requires installation of AI Agents for HR Service Delivery, ServiceNow Otto for HRSD, Journey Designer, AI Search, and External Content Connectors including SharePoint Online. * **AI Components:** Activation of specific AI agents and the Knowledge Transfer Document Grouper skill in AI Admin Hub. * **Journey Configuration:** Set the Journey accelerator plan type to Agentic AI Offboarding Plan Type and enable personalization options. * **Virtual Agent Setup:** Add Now Assist in Virtual Agent to the Employee Center and configure AI agent triggers to use Employee Center for conversations. * **Trigger Activation:** Enable offboarding knowledge transfer and knowledge transfer record created triggers to automate workflow phases. * **Now Assist Skill:** Activate the offboarding-related Now Assist skill to support automated document discovery and categorization. ## Practical Use Managers can initiate knowledge transfer requests for departing employees through Now Assist in Virtual Agent, initiating automated discovery and categorization. Departing employees then use the same interface to review and approve the knowledge transfer summaries. This approach ensures a controlled, transparent, and efficient handoff of institutional knowledge while maintaining employee consent and reducing administrative overhead. 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} * **[Add Employee Center to Now Assist in Virtual Agent](https://www.servicenow.com/docs/nWMZTHQz8bsn~iwPyt~t6A)** Add Now Assist in Virtual Agent to the Employee Center display experience to enable AI agent conversations during agentic workflow processes. * **[Configure the AI agent triggers for offboarding to use Employee Center](https://www.servicenow.com/docs/Gd7S08PIPjkWegKXV3h1yA)** Add the Employee Center portal to the AI agent trigger configuration used in the offboarding knowledge transfer plan generation agentic workflow. This configuration change enables managers and employees to interact with AI agents through ServiceNow Otto. * **[Activate the Offboarding knowledge transfer trigger](https://www.servicenow.com/docs/lr6~mrfD8_jr1w_GULIfgQ)** Enable the offboarding knowledge transfer trigger to ensure that the workflow runs at the right time during the employee offboarding process. This trigger automates knowledge discovery and categorization, reduces manual effort for managers, and improves consistency in knowledge transfer processes. * **[Activate the Knowledge transfer record created trigger](https://www.servicenow.com/docs/y4jBNawkedF~nDrt5slDXQ)** Enable the knowledge transfer record created trigger to ensure that the employee review workflow runs after a knowledge transfer record is generated. This trigger allows departing employees to review and approve auto-generated knowledge transfer content before sharing with their manager. * **[Activate the Now Assist skill for offboarding](https://www.servicenow.com/docs/V~E9C4~hW4u4vDeP2VzVlQ)** Enable the Now Assist skill associated with the offboarding knowledge transfer plan generation agentic workflow. This skill supports automated knowledge discovery and categorization during the knowledge transfer process. * **[Generate offboarding knowledge transfer plans using Now Assist](https://www.servicenow.com/docs/~SV~v3VGa5vIho8p_6mnpA)** Managers working for organizations using the offboarding knowledge transfer plan generation agentic workflow can use Now Assist in Virtual Agent to initiate a knowledge transfer request for departing employees. Once the manager confirms the request, an AI agent automatically discovers and categorizes the employee's documents into a structured knowledge transfer summary. * **[Review offboarding knowledge transfer summaries using Now Assist](https://www.servicenow.com/docs/ESHp~ieClALLlUNZwdxheQ)** Departing employees working for organizations using the offboarding knowledge transfer plan generation agentic workflow can use Now Assist in Virtual Agent to review and approve AI-generated knowledge transfer summaries. Once the employee approves the summary, it's shared with the manager and designated team members.