--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Agent Workspace for HR Case Management release notes for upgrades from Zurich to Australia # Combined Agent Workspace for HR Case Management release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated November 5, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Zurich to Australia This consolidated release notes document provides ServiceNow customers with detailed information to assist in upgrading Agent Workspace for HR Case Management from the Zurich release to the Australia release. It highlights new features, changes, activation instructions, and other relevant upgrade considerations to ensure a smooth transition and improved HR case handling experience. Show full answer Show less ## New Features * **Integration with Contact Center as a Service (CCaaS):** Australia introduces prebuilt, certified integrations with CCaaS providers using the ServiceNow voice reference architecture. The Interaction Controls Component (ICC) allows HR agents to handle native voice and callback interactions directly within the HR Agent Workspace, including a wrap-up period after calls to complete follow-up tasks efficiently. * **Recommended Actions for HRSD:** The system now suggests context-aware actions such as relevant Knowledge Base articles, similar cases, and approval requirements to help agents resolve cases faster. * **Case Creation Configuration:** HR agents can quickly access and review HR profiles of both the subject person and the person on whose behalf the case is opened during case creation, streamlining the process. * **Advanced Knowledge Editor:** An improved, AI-supported editor enables easier creation and editing of Knowledge articles, with AI recommendations to optimize content quality. ## Changes, Removals, and Deprecations There are no updates related to changes, removals, or deprecations of features in Agent Workspace for HR Case Management between Zurich and Australia releases. ## Activation Information To activate Agent Workspace for HR Case Management in the Australia release, customers must request the application from the ServiceNow Store. The Store provides details on available apps and the request process. Note that Agent Workspace is exclusively available via the ServiceNow Store. ## Additional Information * **Additional Requirements:** There are no new or changed additional requirements for this release. * **Browser Requirements:** No changes to browser requirements have been introduced. * **Accessibility and Localization:** No new accessibility or localization updates are noted for this release. * **Highlights:** Key highlights include enabling CCaaS providers to offer native voice and callback integrations and recommending context-based actions to expedite HR case resolution. ## Key Outcomes for ServiceNow Customers * Enhanced HR agent productivity through integrated voice and callback capabilities within Agent Workspace. * Faster and more accurate case resolutions via AI-powered recommended actions and improved knowledge content creation. * Simplified case creation process with immediate access to relevant HR profiles. * Smooth upgrade path with clear activation instructions and no disruptive removals or deprecations. Consolidated page of all release notes for Agent Workspace for HR Case Management from Zurich 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 Zurich 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__20} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__32} | Release | 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__38} | Release | Release notes | |-|-| | 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__44} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__56} | Release | Release notes | |-|-| | 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__62} | Release | Release notes | |-|-| | 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. | [ ]