---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management
Release :
- australia
ft:locale :
- en-US
ft:publication_title :
- Australia Employee Service Management
ft:clusterId :
- emplsm
bundleId :
- emplsm
workflow :
- Employee
---
# Generate offboarding knowledge transfer plans using ServiceNow Otto
# Generate offboarding knowledge transfer plans using ServiceNow Otto {#ariaid-title1}
Release version: Australia
Updated March 2, 2026
 2 minutes to read
Managers working for organizations using the offboarding knowledge transfer plan generation agentic workflow can use 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.
## Before you begin
The following plugins must be installed and configured:
* 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)
{#generate-knowledge-xfer-na__ul_dj1_fgf_m3c}
Tip:
For more information about configuring External Content Connectors for Microsoft SharePoint Online or another external content repository, see [Configuring External Content Connectors](https://www.servicenow.com/docs/access?context=configuring-ext-cont-connectors&version=australia&pubname=australia-platform-administration&ft:locale=en-US).
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.
{#generate-knowledge-xfer-na__ul_az1_k4z_q3c}
The configuration tasks in the following topics must be completed:
* [Add Employee Center to the ServiceNow Otto display experience](https://servicenow-prod.fluidtopics.net/iA5VE29qPw_6tSxuE5fwAg "Enable ServiceNow Otto to appear in Employee Center to converse with AI agents in this agentic workflow.")
* [Configure the AI agent triggers for offboarding to use Employee Center](https://servicenow-prod.fluidtopics.net/SW4Vsne4OXXPSIWusFkBzg "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://servicenow-prod.fluidtopics.net/rvBjs4eHAzBNH04BZJLJCA "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://servicenow-prod.fluidtopics.net/IbVZhE6HgQMDWhKxpwjZTw "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 AI skill for offboarding](https://servicenow-prod.fluidtopics.net/~aAmo9EJW9j2U01d0wXLNw "Enable the AI 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-knowledge-xfer-na__ul_c32_bpf_m3c}
Role required: manager
## About this task
When an offboarding journey is created with the Journey accelerator plan type field set to Agentic AI Offboarding Plan Type, a manager receives a notification from ServiceNow Otto after they access the Employee Center. The manager is prompted to initiate a knowledge transfer for a departing employee whose offboarding journey has begun.
## Procedure
1. Navigate to AllSelf-ServiceEmployee Center.
A notification from ServiceNow Otto appears.
2. Select the Otto icon.
ServiceNow Otto provides a message with the following information:
* Name of the departing employee
* Their departure date
* A prompt asking whether a knowledge transfer is needed
{#generate-knowledge-xfer-na__ul_d1m_jf2_cfc}
3. Enter Yes to confirm that a knowledge transfer is needed for the departing employee.
ServiceNow Otto prompts you to specify the time range for retrieving documents authored by the departing employee.
4. Specify the time range in months that the AI agent should use for document retrieval.
Tip:
The AI agent retrieves a maximum of 25 documents by default. You can change this limit using the sn_jny.offboarding_kt_ai_search_max_documents system property.
ServiceNow Otto generates a knowledge transfer stage that contains a work summary for the specified time range in the departing employee's offboarding journey. You're then prompted to specify whether you want to publish the tasks associated with the knowledge transfer stage.
5. Enter Yes to publish the tasks in the knowledge transfer stage generated by the AI agent.
ServiceNow Otto outputs a message that includes the following information:
* A link to the offboarding journey with the published knowledge transfer stage
* Confirmation that the departing employee will be notified to review the knowledge transfer
* Confirmation that the manager will be notified when the departing employee approves and shares the knowledge transfer
{#generate-knowledge-xfer-na__ul_rsz_csg_m3c}
## Result
The knowledge transfer request is completed. The AI agent discovers and categorizes documents authored by the departing employee within the specified time range. A knowledge transfer summary is created and the departing
employee is notified to review the content.
## What to do next
The departing employee must review and approve the knowledge transfer summary before it's shared with the manager. For more information about this process, see [Review offboarding knowledge transfer summaries using Now Assist](https://servicenow-prod.fluidtopics.net/vSY0CBN_a1WKuWZ_dIgVJA "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.").
*[\>]: and then