--- 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 Case and Knowledge Management release notes for upgrades from Yokohama to Australia # Combined Case and Knowledge 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) 4 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 Yokohama to Australia This consolidated release note page provides ServiceNow customers with essential information on upgrading Case and Knowledge Management from the Yokohama release family to Australia. It combines cross-family updates, important upgrade tasks, new features, deprecations, and activation guidance to help you prepare efficiently for your upgrade. Show full answer Show less ## New Features * **Yokohama Introductions:** * **HR Benchmarks:** Enables comparison of your KPIs against global benchmarks by industry, size, or region, helping improve organizational performance through actionable insights. * **Employee Passport:** Facilitates the transfer of employee profile data across departments and ServiceNow instances for compliance, tracking, and regulatory needs. * **Survey Responses:** Allows viewing employee survey responses directly from HR cases via the "View Responses" link, improving feedback management. * **Personal Data Rights in HR Service Delivery:** Supports employee/alumni requests for personal data reports with an approval workflow for data deletion, enhancing GDPR compliance and audit capabilities leveraging Real-Time Business Intelligence (RTBI). * **Australia Enhancements:** * **Granular Roles:** Introduces finer security controls for HR data using granular admin roles within Case and Knowledge Management. * **COE Security Diagnostics:** Empowers HR administrators to identify and audit user access to HR cases based on Center of Excellence (COE) security policies. * **ER Consolidated List in HR Agent Workspace:** Provides a unified view of all related Employee Relations cases in a consolidated dashboard for more efficient case management. ## Changes, Removals, and Deprecations * **Changes \& Removals:** No changes or removals were made between Yokohama and Australia for Case and Knowledge Management features. * **Deprecations:** The CTI Demo Data plugin for HRSD (com.snhrctidemo) is deprecated as of Yokohama; customers are advised to use Workflow Studio instead. ## Activation and Requirements * Case and Knowledge Management functionality is activated through the Human Resources Scoped App: Core \[com.snhrcore\] plugin in both Yokohama and Australia releases. * No additional requirements, specific browser needs, accessibility updates, or localization changes were introduced for this upgrade. ## Practical Takeaways for ServiceNow Customers * Before upgrading, review and complete the recommended pre- and post-upgrade tasks to ensure a smooth transition. * Leverage new features like HR Benchmarks and granular admin roles to enhance performance visibility and tighten data security. * Utilize COE Security Diagnostics to maintain compliance by monitoring user access to sensitive HR cases. * Plan to replace deprecated CTI Demo Data functionality with Workflow Studio for HRSD automation. Consolidated page of all release notes for Case and Knowledge Management from Yokohama 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 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 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 | |-|-| | 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__10} | Release | Release notes | |-|-| | 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__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 Case and Knowledge Management features or functionality were removed. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management features or functionality were deprecated. {#dfrn3-caseandknowledgemanagement-summary__entry__34} | Release | Release notes | |-|-| | 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__42} | Release | Release notes | |-|-| | 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__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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management, such as specific requirements or compliance levels. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-summary__entry__82} | Release | Release notes | |-|-| | 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. | [ ]