Case and Knowledge Management

---
title: Case and Knowledge Management
description: The Case and Knowledge Management application enables you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and services over time.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/hr-service-delivery/case-knowledge-management-landing-page.html
release: australia
product: HR Service Delivery
classification: hr-service-delivery
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [HR Service Delivery, Employee Service Management]
---

# Case and Knowledge Management

The Case and Knowledge Management application enables you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and services over time.

<table class="nav-card"><tbody><tr><td>

[Explore \[Omitted image "bus-explore.svg"\] Alt text: Explore HR Case and Knowledge Management features and see how agents use them.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/hr-ckm-use-explore.md)

</td><td>

[Configure\[Omitted image "bus-sdlc.svg"\] Alt text:Install and configure HR Case and Knowledge Management features.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/activate-case-and-knowledge-management-scoped.md)

</td></tr><tr><td>

[Manage HR Cases\[Omitted image "bus-headset.svg"\] Alt text:HR Agents work on cases.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/c_HRCaseManagement.md)

</td><td>

[Request HR services\[Omitted image "bus-start-discussion.svg"\] Alt text:Employees open HR cases to get help or make requests.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/c_HRProfileRecords.md)

</td></tr><tr><td>

[Integrate\[Omitted image "bus-integration-and-apis.svg"\] Alt text:Integrate with Service Portfolio Management and Digital Portfolio Management.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/ckm-csdm.md)

</td><td>

[Reference\[Omitted image "bus-learn.svg"\] Alt text:Get details about components such as fields, tables, and properties.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/c_AdministerHRServiceManagement.md)

</td></tr></tbody>
</table>## Additional resources

-   Learn more about what's new and changed, see the [HR Service Delivery release notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/release-notes/hr-service-delivery-landing.md).
-   Log in to your ServiceNow® account and find additional information about implementing and deploying  features at [Employee Service Management](https://mynow.servicenow.com/now/best-practices/collections/employee-service-management-best-practices).
-   Access real-time courses, self-paced training, and career resources at [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/servicenow)
-   Find useful resources related to your role and explore best practices at the [Customer Success Center](https://www.servicenow.com/success.html).
-   Connect with other Customer Service Management users at [Now Community](https://www.servicenow.com/community/).