--- 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 Case and Knowledge Management release notes for upgrades from Xanadu to Australia # Combined Case and Knowledge 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) 6 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 Case and Knowledge Management Release Notes for Upgrades from Xanadu to Australia This document consolidates the release notes for Case and Knowledge Management features from the Xanadu release through to the Australia release. It is designed to help ServiceNow customers prepare for upgrades by summarizing new features, changes, deprecations, and activation information related to these capabilities within the Human Resources Scoped App: Core \[com.snhrcore\]. Show full answer Show less ## New Features * **Xanadu:** * HR Service Delivery guided setup now supports running setup at individual domains rather than global only. * Migration of key HR workflows (HR Service Activities, HR Case User Acceptance, HR Case Approval) from traditional Workflow to Workflow Studio, allowing enhanced configuration options; administrators can toggle between legacy and new flows via a system property. * Introduction of Zero Trust Access (ZTA) enabling dynamic role relegation based on context such as IP address, location, device, or time, enhancing session security. * **Yokohama:** * HR Benchmarks feature allows organizations to compare KPIs against global and industry-specific benchmarks for performance improvement. * Employee passport enables seamless transfer and visibility of employee profile data across departments and ServiceNow instances, supporting compliance and tracking. * Survey response viewing is enhanced by linking employee feedback directly to HR cases. * Personal Data Rights capabilities enable employees/alumni to request personal data reports and manage data deletion with approval workflows, supporting GDPR compliance. * **Australia:** * Granular admin roles provide tighter security controls over HR data access within Case and Knowledge Management. * COE Security Diagnostics tool helps HR administrators identify users with access to HR cases and review applicable security policies. * Employee Relations (ER) Consolidated List in HR Agent Workspace offers a unified view of all related ER cases for better case management. ## Changes No changes were introduced to existing Case and Knowledge Management features from Xanadu through Australia. ## Removed Features There were no removals of Case and Knowledge Management features or functionality across these releases. ## Deprecations * **Xanadu:** HR Document Templates has been deprecated---hidden and not installed on new instances but still supported. Customers are encouraged to transition to the ServiceNow Document Templates application. * **Yokohama:** The CTI Demo Data for HR Service Delivery plugin is deprecated; Workflow Studio is recommended instead. * **Zurich and Australia:** No additional deprecations. ## Activation Case and Knowledge Management features are available through activation of the Human Resources Scoped App: Core \[com.snhrcore\] across all releases. ## Additional Notes * No updates were noted for browser requirements, accessibility, localization, or additional requirements from Xanadu to Australia. * Guided setup enhancements support domain separation at multiple organizational levels. * Security enhancements with granular roles and diagnostic tools improve control and visibility over HR data access. ## Practical Implications for ServiceNow Customers When upgrading from Xanadu to Australia, customers can expect improved security controls, better workflow management through Workflow Studio, and enhanced HR benchmarking and data compliance features. The deprecation of HR Document Templates necessitates migration to the ServiceNow Document Templates application. Activation remains consistent through the core HR scoped app. Customers should review pre- and post-upgrade tasks to ensure smooth transition and leverage new capabilities for efficient HR case and knowledge management. Consolidated page of all release notes for Case and Knowledge Management from Xanadu to Australia. ## 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 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 Case and Knowledge Management to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management. {#dfrn3-caseandknowledgemanagement-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | [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. | | Yokohama | [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. | | Zurich | No updates for this release. | | Australia | [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. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Case and Knowledge Management features. {#dfrn3-caseandknowledgemanagement-summary__entry__22} | 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. | [ ] ## Removed Between your current release family and Australia, some Case and Knowledge Management features or functionality were removed. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management features or functionality were deprecated. {#dfrn3-caseandknowledgemanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | 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. | | Yokohama | The CTI Demo Data for HRSD (com.sn_hr_cti_demo) plugin is being deprecated. Use Workflow Studio instead. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Case and Knowledge Management. {#dfrn3-caseandknowledgemanagement-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | Case and Knowledge Management is a ServiceNow AI Platform feature that is available with activation of the Human Resources Scoped App: Core \[com.sn_hr_core\]. | | Yokohama | 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. | | Zurich | No updates for this release. | | Australia | 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. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management, such as specific requirements or compliance levels. {#dfrn3-caseandknowledgemanagement-summary__entry__82} | 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. | [ ] ## Localization information If there are specific localization considerations for Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | * 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. | | Yokohama | 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. | | Zurich | No updates for this release. | | Australia | * 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. | [ ]