--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-xanadu-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ax bundleId : - delta3ax --- # Combined Agent Workspace for HR Case Management release notes for upgrades from Xanadu to Australia # Combined Agent Workspace for HR Case Management release notes for upgrades from Xanadu to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 9 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Agent Workspace for HR Case Management Release Notes for Upgrades from Xanadu to Australia This consolidated release notes document supports ServiceNow customers preparing to upgrade their Agent Workspace for HR Case Management from the Xanadu release family through to Australia. It details new features introduced, changes, activation information, and important upgrade considerations. The notes cover all relevant releases (Xanadu, Yokohama, Zurich, Australia), highlighting updates or noting when no changes occurred. Show full answer Show less ## New Features * **Xanadu:** Introduced key capabilities such as creating cases directly in Agent Workspace with HR service descriptions visible to reduce case transfers, using response templates for faster HR task replies, guided decision trees for case resolution, uploading attachments in personal notes for Employee Relations cases, and viewing recently updated cases in lists. * **Yokohama:** Added features like the HR Triaging Dashboard to manage case assignments via drag-and-drop cards, the ability to copy existing cases to auto-populate fields, support for multi-language response templates, survey response viewing, delegation lists for case assignments, configurable page layouts, and PDF template previews. * **Australia:** Enabled integration with Contact Center as a Service (CCaaS) providers through native voice and callback controls within HR Agent Workspace, providing HR agents with call management and wrap-up periods. Added context-aware recommended actions to expedite case resolution, improved case creation with quick profile reviews, and enhanced knowledge management with an AI-powered Advanced Knowledge Editor. ## Changes * **Xanadu:** The configurable workspace now supports reflow for accessibility, allowing content zoom up to 400% without loss of functionality or content, enhancing usability for users with low vision. * **Later releases:** No additional changes were introduced in Yokohama, Zurich, or Australia. ## Activation and Installation Agent Workspace for HR Case Management must be installed via the ServiceNow Store. This applies to all release families including Australia. The Configurable version is also available through the store. Customers should consult the ServiceNow Store for the latest apps and cumulative release notes. ## Accessibility Accessibility improvements ensure the Agent Workspace complies with WCAG 2.1 Level AA standards, supporting zoom and reflow for enhanced visual accessibility. This enables users with different vision needs to interact with workspace content effectively. Reflow can be disabled via system properties if needed. ## Practical Impact for ServiceNow Customers * Upgrading to Australia brings advanced integration capabilities with CCaaS, streamlining HR agent interactions with employees via voice and callback within the workspace. * Enhanced case management features through dashboards, templates, decision trees, and AI-powered knowledge tools improve agent efficiency and case resolution speed. * Improved accessibility features ensure compliance and usability for all agents, supporting inclusive workplace technology. * Installation and upgrade require coordination through the ServiceNow Store, ensuring customers access the latest certified versions and configurations. By understanding these updates, ServiceNow customers can better plan their upgrade path, leverage new capabilities to improve HR service delivery, and ensure their Agent Workspace environment meets accessibility and integration standards. Consolidated page of all release notes for Agent Workspace for HR Case Management from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Agent Workspace for HR Case Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia. 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 Agent Workspace for HR Case Management to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Agent Workspace for HR Case Management. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | [Create a case in Agent Workspace for HR Case Management](https://www.servicenow.com/docs/access?context=agent-ws-configurable-hr-create-case&family=xanadu&ft:locale=en-US) : HR agents can minimize case transfers and improve efficiency by viewing HR service descriptions populated in the HR service configuration by HR admins during case creation. [Lists in Agent Workspace for HR Case Management](https://www.servicenow.com/docs/access?context=hr-agent-ws-lists&family=xanadu&ft:locale=en-US) : View recently updated cases using the Recently updated tab in the Lists view in Agent Workspace for HR Case Management. [Using a Response template in an HR case or HR task record](https://www.servicenow.com/docs/access?context=hr-agent-ws-using-response-template&family=xanadu&ft:locale=en-US) : Enable agents to quickly respond to HR tasks by using response templates as reusable messages that you can copy and paste into the comments or work notes for an HR task. [Resolve HR cases using guided decision trees in Agent Workspace for HR Case Management](https://www.servicenow.com/docs/access?context=guided-decision-tree-aws&family=xanadu&ft:locale=en-US) : Expedite HR services by creating decision trees that agents can use to triage employee cases. [Add personal notes](https://www.servicenow.com/docs/access?context=add-pn-aws&family=xanadu&ft:locale=en-US) : Upload attachments in personal notes that support the claim in Employee Relations cases for an assigned agent. | | Yokohama | [Survey responses](https://www.servicenow.com/docs/access?context=t_ViewAnHRTask&family=yokohama&ft:locale=en-US) : View employee responses collected from an employee via the survey form sent through an HR task. [Response templates](https://www.servicenow.com/docs/access?context=hr-agent-ws-using-response-template&family=yokohama&ft:locale=en-US) : Display response templates based on the language preference of selected user. [Copy a case in Agent Workspace for HR Case Management](https://www.servicenow.com/docs/access?context=copy-case-hr&family=yokohama&ft:locale=en-US) : Avoid having to fill in the fields of a case manually by creating a copy of a case to auto-populate the case values. [HR Triaging Dashboard](https://www.servicenow.com/docs/access?context=hr-triaging-dashboard&family=yokohama&ft:locale=en-US) : View your teams' case assignments based on categories such as priority, HR service, or HR assignment group. Drag a case card from one lane to another to automatically update the priority, HR service, or assignment group of a case. [HR Walk-up](https://www.servicenow.com/docs/access?context=hr-walkup&family=yokohama&ft:locale=en-US) : Provide a convenient and efficient way for users to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers. [Page configurations](https://www.servicenow.com/docs/access?context=page-configurations&family=yokohama&ft:locale=en-US) : Configure the layout and functionality of the HR Agent landing page or HR case page. You can preview your settings before implementing them. [PDF template preview](https://www.servicenow.com/docs/access?context=hr-agent-ws-create-temp&family=yokohama&ft:locale=en-US) : Preview a PDF document template attached to an HR case rather than being able to preview only HTML document templates. [Link child cases](https://www.servicenow.com/docs/access?context=t_CreateAnHRCase&family=yokohama&ft:locale=en-US) : Associate child cases to an HR case. [Delegation list](https://www.servicenow.com/docs/access?context=hr-agent-ws-lists&family=yokohama&ft:locale=en-US) : View cases delegated to you or that you have delegated to other HR agents. The Delegation list appears only when you have activated the Granular Delegation (com.glide.granular_service_delegation) plugin. [Agent Workspace for HR Case Management contextual side panel](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-context-sidebar&family=yokohama&ft:locale=en-US) : * Apply template values to the HR case without having to fill in values manually. * Download or delete multiple attachments at once. [Configure fields for Bulk case request](https://www.servicenow.com/docs/access?context=segment-group-aws&family=yokohama&ft:locale=en-US) : Configure fields that you want to view in the User segment group form in bulk case request through the Case Creation Configuration form. | | Zurich | No updates for this release. | | Australia | [Integration with Contact Center as a Service (CCaaS)](https://www.servicenow.com/docs/access?context=enable-hr-icc&family=australia&ft:locale=en-US) : Implement prebuilt, certified integrations with CCaaS providers using the ServiceNow voice reference architecture. The Interaction Controls Component (ICC) feature enables CCaaS providers to display native voice and callback integrations so that HR agents can manage customer calls directly from HR Agent Workspace. HR agents are provided a brief wrap-up period at the end of customer conversations to complete their work before moving on to assist other customers. [Recommended Actions for HRSD](https://www.servicenow.com/docs/access?context=recommended-actions-hrsd&family=australia&ft:locale=en-US) : Recommend actions based on the context of the HR case, helping agents resolve case faster. * Lists Knowledge Base articles and similar cases in the context of the current case. * Suggests to add an approval to the case only when an approval is required. [Case creation configuration](https://www.servicenow.com/docs/access?context=agent-ws-configurable-hr-create-case&family=australia&ft:locale=en-US) : Enable an HR agent to quickly review the HR profiles of both subject person and opened for during the case creation process. [Advanced Knowledge Editor](https://www.servicenow.com/docs/access?context=advance-knowledge-editor&family=australia&ft:locale=en-US) : Streamline Knowledge article creation and editing with AI support in an improved, intuitive editor. Leverage AI-powered article optimizations recommendations to improve the knowledge content quality. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Agent Workspace for HR Case Management features. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | [Reflow for configurable workspace](https://www.servicenow.com/docs/access?context=auto-reflow&family=xanadu&ft:locale=en-US) : The Agent Workspace for HR Case Management configurable workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For information about how to upgrade, see the [#dfrn3-agentworkspaceforhrcasemanagement-summary__hr-aws-rn-accessibility](https://www.servicenow.com/docs/paUeMLT33iyrfefJoUSt2A#dfrn3-agentworkspaceforhrcasemanagement-summary__hr-aws-rn-accessibility) that follows. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Agent Workspace for HR Case Management features or functionality were removed. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Agent Workspace for HR Case Management features or functionality were deprecated. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Agent Workspace for HR Case Management. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | Install Agent Workspace for HR Case Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Install Agent Workspace for HR Case Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). Important: [Agent Workspace for HR Case Management (Configurable)](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=yokohama&ft:locale=en-US) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | No updates for this release. | | Australia | Activation information : Install Agent Workspace for HR Case Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Important: [Agent Workspace](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=australia&ft:locale=en-US) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Agent Workspace for HR Case Management we have noted them here. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Agent Workspace for HR Case Management we have noted them here. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__72} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Agent Workspace for HR Case Management, such as specific requirements or compliance levels. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | Accessibility improvements : Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance. Reflow : The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%. : This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See [Reflow for Configurable Workspace](https://www.servicenow.com/docs/access?context=auto-reflow&family=xanadu&ft:locale=en-US) for details. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Agent Workspace for HR Case Management we have noted them here. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__92} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Agent Workspace for HR Case Management we have noted them here. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | * Minimize case transfers and improve agent efficiency by viewing HR service descriptions during case creation. * View recently updated cases in list view. * Enable agents to quickly respond to HR tasks using response templates. * Enable HR agents to expedite services by creating decision trees. * Support claims in Employee Relations cases by uploading attachments in personal notes. * Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance. See [Agent Workspace for HR Case Management (Configurable)](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | * The HR Triaging Dashboard enables you to review your teams' case assignments through cases displayed as cards. Once you set up a layout for HR services, priorities, or assignment groups, moving of case cards between lanes, auto-updates the HR service, user assignment, or priority of cases. * Provide a convenient and efficient way for deskless workers to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers. See [Agent Workspace for HR Case Management (Configurable)](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=yokohama&ft:locale=en-US) for more information. | | Zurich | No updates for this release. | | Australia | * Enable Contact Center as a Service (CCaaS) providers to display native voice and callback integrations so that HR agents can manage customer calls directly from HR Agent Workspace. * Recommend actions based on the context of the case, helping HR agents resolve HR cases efficiently. See [Agent Workspace](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=australia&ft:locale=en-US) for more information. | [ ]