--- 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 Case and Knowledge Management release notes for upgrades from Zurich to Australia # Combined Case and Knowledge 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 Case and Knowledge Management release notes for upgrades from Zurich to Australia This consolidated release notes document provides ServiceNow customers with a comprehensive view of all updates, new features, changes, deprecations, and activation details relevant to Case and Knowledge Management when upgrading from the Zurich to Australia release family. It is designed to help you prepare for the upgrade by summarizing important information across all related areas. Show full answer Show less ## New Features * **Granular Roles:** Enhanced security controls for Human Resources (HR) data through more precise administrative roles within Case and Knowledge Management, enabling tighter data protection. * **COE Security Diagnostics:** HR administrators can now use this tool to identify which users have access to HR cases based on Center of Excellence (COE) security policies, and review the specific policies that restrict user access, improving governance and compliance. * **Employee Relations (ER) Consolidated List:** In the HR Agent Workspace, a consolidated view of all related tables for ER cases is available through the Employee Relations dashboard, providing a holistic perspective on ER cases. ## Changes, Removals, and Deprecations There were no changes, removed features, or deprecated functionality related to Case and Knowledge Management between Zurich and Australia releases. ## Activation Information Case and Knowledge Management capabilities are activated via the Human Resources Scoped app: Core plugin \[com.snhrcore\]. Customers should ensure this plugin is activated to enable the features. ## Additional Considerations * **Browser Requirements:** No changes or new requirements were introduced for supported browsers. * **Accessibility and Localization:** No updates or new considerations were noted for accessibility compliance or localization. * **Highlight Information:** The key highlight is the ability to restrict HR data access with granular admin roles and leverage the COE Security Diagnostics tool to audit user access. ## Practical Impact for ServiceNow Customers Upgrading from Zurich to Australia enhances your HR case management security posture by allowing finer control over administrative roles and providing tools to audit access effectively. The consolidated ER cases view improves case handling efficiency in the HR Agent Workspace. Activation requires enabling the core HR scoped app, with no additional browser or accessibility considerations. The upgrade does not remove or alter existing functionalities, ensuring a smooth transition while benefiting from improved security and usability features. Consolidated page of all release notes for Case and Knowledge Management from Zurich 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 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 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__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 Case and Knowledge Management features or functionality were removed. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management features or functionality were deprecated. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management. {#dfrn3-caseandknowledgemanagement-summary__entry__32} | Release | Release notes | |-|-| | 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__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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management, such as specific requirements or compliance levels. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-summary__entry__62} | Release | Release notes | |-|-| | 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. | [ ]