Case and Knowledge Management release notes

topic australia Updated Sep 9, 2026 1 min read hr-service-delivery-landing-rn.md

Standardize how you document, interact with, and fulfill employee inquiries and requests using ServiceNow Case and Knowledge Management.

About Case and Knowledge Management

Create, manage, and resolve HR cases efficiently — Create, manage, and resolve HR cases from a centralized platform for benefits, payroll, and talent acquisition.
Standardize documentation and service delivery — Build a searchable knowledge base to standardize HR processes and ensure consistent service delivery.
Optimize agent productivity — Equip HR agents with tools to prioritize cases, access knowledge articles, and resolve inquiries faster.
Route and track requests in real time — Route employee requests to the right agents based on skills and track case status in real time.
Leverage AI to improve efficiency — Use ServiceNow Otto AI to help HR agents and managers handle routine inquiries, suggest knowledge articles, and close cases faster.

See for more information.

Activation and other requirements

Activation information

Activate Human Resources Scoped App: Core [com.sn_hr_core] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.
Brazil Early Availability
Case and Knowledge Management enhancements and new features in the Brazil release.

Parent Topic:HR Service Delivery release notes

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---
title: Case and Knowledge Management release notes
description: Standardize how you document, interact with, and fulfill employee inquiries and requests using ServiceNow Case and Knowledge Management.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/release-notes/hr-service-delivery-landing-rn.html
release: australia
topic_type: topic
last_updated: "2026-09-09"
reading_time_minutes: 1
breadcrumb: [HR Service Delivery release notes, Employee Service Management release notes, Features and changes by product, Release notes for upgrading from Australia, Learn about the Brazil release, Brazil release notes]
---

# Case and Knowledge Management release notes

Standardize how you document, interact with, and fulfill employee inquiries and requests using ServiceNow Case and Knowledge Management.

## About Case and Knowledge Management

-   Create, manage, and resolve HR cases efficiently — Create, manage, and resolve HR cases from a centralized platform for benefits, payroll, and talent acquisition.
-   Standardize documentation and service delivery — Build a searchable knowledge base to standardize HR processes and ensure consistent service delivery.
-   Optimize agent productivity — Equip HR agents with tools to prioritize cases, access knowledge articles, and resolve inquiries faster.
-   Route and track requests in real time — Route employee requests to the right agents based on skills and track case status in real time.
-   Leverage AI to improve efficiency — Use ServiceNow Otto AI to help HR agents and managers handle routine inquiries, suggest knowledge articles, and close cases faster.

See  for more information.

## Activation and other requirements

-   **Activation information**

    Activate Human Resources Scoped App: Core \[com.sn\_hr\_core\] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.


-   **[Brazil Early Availability](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/release-notes/hr-service-delivery-rn-2026-09.md)**  
Case and Knowledge Management enhancements and new features in the Brazil release.

**Parent Topic:**[HR Service Delivery release notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/release-notes/hrsd-rn-landing.md)