3810539 - Joule Does Not Return Results for New Hire Onboarding Task Queries - Onboarding

When using Joule in SAP SuccessFactors, prompts requesting a list or overview of pending onboarding tasks across new hires do not return the expected results. Joule does not display pending onboarding tasks for active new hires in response to those prompts.

Common variations of this behavior:

• Prompts such as "Show me my new recruit onboarding tasks" or "Show onboarding tasks that need my attention" return no results.
• Other Joule use cases (Platform, Employee Central navigation) continue to function as expected.
• The Joule Navigation Service configuration in SAP Build Work Zone appears correctly set up.

SAP SuccessFactors Onboarding

1. Log in to SAP SuccessFactors.
2. Open Joule.
3. Enter a prompt requesting an overview of pending onboarding tasks across new hires, for example: "Show me my new recruit onboarding tasks."
4. Observe that Joule does not return the expected list of pending onboarding tasks.

The capability to retrieve and display prioritized onboarding tasks across active new hires is provided by the Onboarding Task Management Agent, part of the Onboarding Assistant in Joule. As of the September 2026 release, this agent is available in SAP Early Adopter Care (EAC) Restricted Availability only and is not yet in General Availability. Customers not enrolled in the EAC program cannot access this functionality, and prompts targeting this capability are not recognized by Joule.

The four Joule use cases currently available in General Availability for SAP SuccessFactors Onboarding are: Complete Required Onboarding Tasks, Assign Buddy, View Offboarding Tasks, and Assist New Hires. None of these use cases provides a cross-hire task overview or task prioritization capability. The full list is available in Onboarding Use Cases | SAP Help Portal.

The Onboarding Task Management Agent is the correct feature for retrieving and managing onboarding tasks across active new hires via Joule. Access to this agent requires enrollment in the SAP Early Adopter Care (EAC) program, which must be requested through the account team. Once enrolled and activated, the agent supports queries such as "Show onboarding tasks that need my attention right now across all my active hires" and "Which onboarding tasks are at risk?"

To request access and activate the feature:

1. Contact your SAP Customer Engagement Executive or Account Manager to request enrollment in the EAC program for the Onboarding Assistant. This is a mandatory prerequisite and cannot be completed through Admin Center.
2. Once enrolled, activate the Onboarding Assistant following the configuration steps described in Onboarding Assistant | SAP Help Portal.
3. In Admin Center > Manage Permission Roles, enable the following permissions for the relevant roles: a. User Permissions > AI Access > Onboarding Task Management Agent b. User Permissions > Onboarding or Offboarding Object Permissions > Process User Task
4. Verify all additional prerequisites listed in Onboarding Task Management Agent | SAP Help Portal are met.

Note: As an interim measure, the Complete Required Onboarding Tasks GA use case supports task-level interactions for required tasks assigned to the HR manager. Sample prompts: "View all the tasks I need to perform for the new hires", "I need to complete the new hire tasks for [new hire name]." Optional tasks are not supported in this use case.

After completing enrollment and activation, users with the required permissions can query Joule for onboarding task overviews, prioritized task lists, and at-risk summaries across active new hires. If the expected results are still not returned after activation, verify that all permissions are correctly assigned and that the Onboarding Assistant has been successfully enabled in SAP for Me.

• KBA 3801760: Use cases supported by Joule Onboarding module
• KBA 3804919: Joule does not show correct onboarding data
• Onboarding Use Cases | SAP Help Portal
• Onboarding Assistant | SAP Help Portal
• Onboarding Task Management Agent | SAP Help Portal
• Joule Assistants and Agents in Restricted Availability - September 17, 2026 | SAP Help Portal

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