---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Case and Knowledge Management

# Case and Knowledge Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.

|-|-|
| [Explore Explore HR Case and Knowledge Management features and see how agents use them.](https://www.servicenow.com/docs/nVm6F90jKng7Z1Xomd2J8w "HR Case and Knowledge Management pulls together many HR case related features.") | [ConfigureInstall and configure HR Case and Knowledge Management features.](https://www.servicenow.com/docs/WKoZpMQWXHPsAOEKW1XQGw "You can 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.") |
| [Manage HR CasesHR Agents work on cases.](https://www.servicenow.com/docs/2ssdIDkiZlAYww060n0fTQ "You use the Case and Knowledge Management application to create, view, or edit HR cases in the scoped version of HR. HR cases are created from HR requests or inquiries related to HR account or systems, benefits, payroll, performance management, reporting, talent acquisition, time and expense reporting, and more.") | [Request HR servicesEmployees open HR cases to get help or make requests.](https://www.servicenow.com/docs/T7HqyQaIr_eZ3WAZqBdqQQ "The HR Profile application stores confidential employee data, such as name, personal contact information, email addresses, employment history, and contacts, in the scoped version of HR.") |
| [IntegrateIntegrate with Service Portfolio Management and Digital Portfolio Management.](https://www.servicenow.com/docs/wuWatowM6RzrxW8Cyt_Jdg "HR Service Delivery integration with Service Portfolio Management and Digital Portfolio Management enables you to manage HR services in a standardized, structured format as suggested in the Common Service Data Model (CSDM) methodology. It ensures that the hierarchy in which you define services is consistent with the hierarchy of other business units.") | [ReferenceGet details about components such as fields, tables, and properties.](https://www.servicenow.com/docs/3wAEsi16nTnOhpd5ByshFg "Reference topics provide additional information about the lists and forms that you use to configure and use Case and Knowledge Management.") |
[ ]

## Additional resources {#case-knowledge-management-landing-page__section_dpg_yjt_3hc}

* Learn more about what's new and changed, see the [HR Service Delivery
  release notes](https://www.servicenow.com/docs/access?context=hr-service-delivery-landing&version=zurich&pubname=zurich-release-notes&ft:locale=en-US).
* 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/).
{#case-knowledge-management-landing-page__ul_epg_yjt_3hc}