Combined Case and Knowledge Management release notes for upgrades from Xanadu to Brazil

---
title: Combined Case and Knowledge Management release notes for upgrades from Xanadu to Brazil
description: Consolidated page of all release notes for Case and Knowledge Management from Xanadu to Brazil.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/delta-xanadu-brazil/brazil-xanadu-caseandknowledgemanagement-release-notes.html
release: brazil
topic_type: reference
last_updated: "2026-11-06"
reading_time_minutes: 7
breadcrumb: [Products combined by family]
---

# Combined Case and Knowledge Management release notes for upgrades from Xanadu to Brazil

Consolidated page of all release notes for Case and Knowledge Management from Xanadu to Brazil.

## How to use this page

To help you prepare for your upgrade, we have combined the cross-family Case and Knowledge Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Brazil.

**Tip:** If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

## Important information for upgrading Case and Knowledge Management to Brazil

Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

No updates for this release.

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

Yokohama

</td><td>

No updates for this release.

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

Zurich

</td><td>

No updates for this release.

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## New features

Between your current release family and Brazil, new features were introduced for Case and Knowledge Management.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

-   **[Guided setup for HR Service Delivery](https://www.servicenow.com/docs/access?context=guided-set-up-hr&family=xanadu&ft:locale=en-US)**

Run the guided setup for each domain within HR Service Delivery. Prior to the Xanadu release, you could run the guided setup at the global domain only.

-   **Workflow to Workflow Studio migration**

Because of the enhanced features in Workflow Studio, the HR Service Activities, HR Case User Acceptance, HR Case Approval subflows have been migrated from Workflow to Workflow Studio. As an HR administrator, you can configure the **sn\_hr\_core.deprecated\_workflows** system property to decide whether to run a legacy workflow or corresponding flow in Workflow Studio.

-   **Zero Trust Access \(ZTA\) for HR Service Delivery**

Enable an administrator to configure in-time access with the dynamic role relegation feature. Based on different criteria such as the IP address, location, device, or time, the administrator can craft policies to permit only a certain subset of the user's original roles in the session.


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

Yokohama

</td><td>

-   **[HR Benchmarks](https://www.servicenow.com/docs/access?context=hr-benchmarks&family=yokohama&ft:locale=en-US)**

Use your key performance indicators \(KPIs\) to compare your performance with global benchmarks, which contributes to improved performance for your organization. Gain deeper insights by comparing your performance with your peers based on industry, size, or region, and implement recommendations for improving performance.

-   **[Employee passport](https://www.servicenow.com/docs/access?context=employee-passport&family=yokohama&ft:locale=en-US)**

Enable movement of employee data between departments and agencies for tracking, compliance, and regulatory purposes. Enable employee profile data, such as employment history and progression to be made available across different ServiceNow instances.

-   **[Survey responses](https://www.servicenow.com/docs/access?context=t_ViewAnHRTask&family=yokohama&ft:locale=en-US)**

View employee responses by selecting the **View Responses** related link on an HR case. The **View Responses** related link displays responses that are collected from an employee via the survey form sent through the HR task of type **Collect Employee Input**.

-   **[Personal Data Rights in HR Service Delivery](https://www.servicenow.com/docs/access?context=rtbi-compliance-hr&family=yokohama&ft:locale=en-US)**
    -   Enable employees or alumni to request their personal information reports and have better visibility of their personal data that is held in the database of an organization.
    -   Include an approval step before deletion of data, confirming better compliance and audit capabilities with respect to General Data Protection Regulation \(GDPR\) requirements.
    -   Have HR Agents manage the approval process by generating reports using the Real-Time Business Intelligence \(RTBI\) configuration from the Data Classification \(com.glide.data\_classification\) plugin.

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

Zurich

</td><td>

No updates for this release.

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

Australia

</td><td>

-   **[Granular roles](https://www.servicenow.com/docs/access?context=components-installed-with-case-and-knowledge-management&family=australia&ft:locale=en-US)**

Provide tighter security to HR data using the granular admin roles in Case and Knowledge Management.

-   **[Use COE Security Diagnostics](https://www.servicenow.com/docs/access?context=coe-diagnostics-tool&family=australia&ft:locale=en-US)**

Enable HR administrators to determine which users have access to HR cases within an instance based on COE security policies. HR administrators can also review the specific COE security policies that restrict user access.

-   **[ER Consolidated List in HR Agent Workspace](https://www.servicenow.com/docs/access?context=hr-er-dashboards&family=australia&ft:locale=en-US)**

Get a holistic view of all related tables for all the ER cases using the ER cases consolidated view in the Employee relations dashboard.


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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Changes

Between your current release family and Brazil, some changes were made to existing Case and Knowledge Management features.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

No updates for this release.

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

Yokohama

</td><td>

No updates for this release.

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

Zurich

</td><td>

No updates for this release.

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Removed

Between your current release family and Brazil, some Case and Knowledge Management features or functionality were removed.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

No updates for this release.

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

Yokohama

</td><td>

No updates for this release.

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

Zurich

</td><td>

No updates for this release.

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Deprecations

Between your current release family and Brazil, some Case and Knowledge Management features or functionality were deprecated.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

Starting with the Xanadu release, HR Document Templates is being prepared for deprecation. HR Document Templates is hidden and is no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. You can use the ServiceNow Document Templates application instead of HR Document templates.

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

Yokohama

</td><td>

The CTI Demo Data for HRSD \(com.sn\_hr\_cti\_demo\) plugin is being deprecated. Use Workflow Studio instead.

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

Zurich

</td><td>

No updates for this release.

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Activation information

Review information on how to activate Case and Knowledge Management.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

Case and Knowledge Management is a ServiceNow AI Platform feature that is available with activation of the Human Resources Scoped App: Core \[com.sn\_hr\_core\].

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

Yokohama

</td><td>

-   **Activation information**

Case and Knowledge Management is a ServiceNow AI Platform feature that is available with activation of the Human Resources Scoped App: Core \[com.sn\_hr\_core\]. See [Activate Case and Knowledge Management](https://www.servicenow.com/docs/access?context=activate-case-and-knowledge-management-scoped&family=yokohama&ft:locale=en-US) for more information.


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

Zurich

</td><td>

No updates for this release.

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

Australia

</td><td>

-   **Activation information**

Case and Knowledge Management is available with activation of the Human Resources Scoped app: Core \[com.sn\_hr\_core\]. See [Activate plugin](https://www.servicenow.com/docs/access?context=activate-case-and-knowledge-management-scoped&family=australia&ft:locale=en-US) for more information.


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

Brazil

</td><td>

-   **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.


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

If any additional requirements were introduced or changed for Case and Knowledge Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

No updates for this release.

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

Yokohama

</td><td>

No updates for this release.

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

Zurich

</td><td>

No updates for this release.

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Browser requirements

If any specific browser requirements were introduced or changed for Case and Knowledge Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

No updates for this release.

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

Yokohama

</td><td>

No updates for this release.

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

Zurich

</td><td>

No updates for this release.

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Accessibility information

Review details on accessibility information for Case and Knowledge Management, such as specific requirements or compliance levels.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

No updates for this release.

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

Yokohama

</td><td>

No updates for this release.

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

Zurich

</td><td>

No updates for this release.

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Localization information

If there are specific localization considerations for Case and Knowledge Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

No updates for this release.

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

Yokohama

</td><td>

No updates for this release.

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

Zurich

</td><td>

No updates for this release.

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Highlight information

If there are specific highlight considerations for Case and Knowledge Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

-   Use the new HR guided setup that supports domain separation at the global and at the parent or child levels.
-   HR Document Templates is being deprecated and is no longer available for use. You can use the ServiceNow Document Templates application instead of HR Document Templates.

 See [Case and Knowledge Management](https://www.servicenow.com/docs/access?context=case-knowledge-management-landing-page&family=xanadu&ft:locale=en-US) for more information.

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

Yokohama

</td><td>

Use HR Benchmarks to provide instant visibility into your key performance indicators \(KPIs\) and trends, as well as comparative insight relative to the industry averages of your peers and to the industry top performers.

 See [Case and Knowledge Management](https://www.servicenow.com/docs/access?context=case-knowledge-management-landing-page&family=yokohama&ft:locale=en-US) for more information.

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

Zurich

</td><td>

No updates for this release.

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

Australia

</td><td>

-   Restrict access to HR data with Granular admin roles in Case and Knowledge Management.
-   Find users who can access HR cases in an instance based on COE security policies, using the COE Security Diagnostics tool.

 See [Case and Knowledge Management](https://www.servicenow.com/docs/access?context=case-knowledge-management-landing-page&family=australia&ft:locale=en-US) for more information.

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

Brazil

</td><td>

-   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 [\[Placeholder link text to key hr-service-delivery\]](https://www.servicenow.com/docs/access?context=hr-service-delivery&family=brazil&ft:locale=en-US) for more information.

</td></tr></tbody>
</table>**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/delta-xanadu-brazil/rn-combined-intro.md)