--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-yokohama-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ay bundleId : - delta3ay --- # Combined Agent Workspace for HR Case Management release notes for upgrades from Yokohama to Australia # Combined Agent Workspace for HR Case Management release notes for upgrades from Yokohama 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 Agent Workspace for HR Case Management Release Notes for Upgrades from Yokohama to Australia This consolidated release note page summarizes the new features, changes, and important upgrade information for ServiceNow's Agent Workspace for HR Case Management from the Yokohama release through to the Australia release. It is designed to help ServiceNow customers prepare and understand the enhancements and configurations needed when upgrading to Australia. Show full answer Show less ## New Features Between Yokohama and Australia releases, several new features were introduced to improve HR case management efficiency and user experience: * **Yokohama Highlights:** * View employee survey responses linked to HR tasks. * Language-based response templates for personalized communication. * Ability to copy cases to auto-populate fields, reducing manual entry. * HR Triaging Dashboard enabling visual case assignment management with drag-and-drop updates for priority, HR service, and assignment groups. * HR Walk-up centers for in-person or remote assistance by HR agents. * Configurable page layouts for HR Agent landing and case pages with preview functionality. * PDF template preview for HR case attachments. * Linking child cases to parent HR cases for better case relationship management. * Delegation list to view and manage delegated cases (requires Granular Delegation plugin). * Contextual side panel to apply templates and bulk download/delete attachments. * Bulk case request field configuration for streamlined user segment group processing. * **Australia Enhancements:** * Integration with Contact Center as a Service (CCaaS) providers using ServiceNow voice reference architecture, enabling HR agents to manage calls directly within the workspace. * Recommended Actions feature that suggests case resolutions, relevant knowledge base articles, similar cases, and conditional approval prompts to accelerate case handling. * Improved case creation configuration to quickly review HR profiles of involved persons. * Advanced Knowledge Editor with AI-powered article creation and optimization recommendations. * Wrap-up period after calls to allow HR agents to complete tasks efficiently. ## Changes, Removed Features, and Deprecations No updates, removals, or deprecations were noted between Yokohama, Zurich, and Australia releases for Agent Workspace for HR Case Management. ## Upgrade and Activation Guidance * Before upgrading to Australia, review and complete any pre- and post-upgrade tasks specific to your environment. * Agent Workspace for HR Case Management is available for installation through the ServiceNow Store. Requests for the app should be submitted via the Store. * The Australia release also requires installation of Agent Workspace from the ServiceNow Store to enable new features and integrations. ## Additional Considerations * No new browser requirements, accessibility updates, localization changes, or additional requirements were introduced between Yokohama and Australia releases. * Highlighted improvements include the HR Triaging Dashboard's case assignment visualization and the streamlined integration of CCaaS voice and callback features in Australia. ## Practical Benefits for ServiceNow Customers * Enhanced HR case management efficiency through automation (case copying, template application) and better case visibility (triaging dashboard, delegation lists). * Improved agent productivity with integrated telephony and AI-driven recommendations. * Greater flexibility to support both in-person and remote HR assistance via walk-up centers. * Simplified case creation and management workflows with configurable pages and bulk request handling. Consolidated page of all release notes for Agent Workspace for HR Case Management from Yokohama 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 Yokohama 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 | |-|-| | 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__10} | Release | Release notes | |-|-| | 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__18} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__34} | Release | Release notes | |-|-| | 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__42} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__58} | Release | Release notes | |-|-| | 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__66} | Release | Release notes | |-|-| | 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__74} | Release | Release notes | |-|-| | 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__82} | Release | Release notes | |-|-| | 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. | [ ]