--- 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 October 8, 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 key information about upgrades for Case and Knowledge Management from the Zurich release to the Australia release. It is designed to help you prepare for and understand the impact of the Australia release by summarizing new features, changes, removals, deprecations, activation instructions, and other relevant details specific to Case and Knowledge Management. Show full answer Show less ## New Features * **Granular Admin Roles:** Enhanced security controls allow you to apply tighter restrictions on HR data access within Case and Knowledge Management by using granular administrative roles. This feature helps improve data privacy and compliance when managing HR cases. * **COE Security Diagnostics:** HR administrators can now identify which users have access to HR cases based on Center of Excellence (COE) security policies. This diagnostic tool also lets you review the specific security policies that control user access, simplifying security audits and governance. * **ER Consolidated List in HR Agent Workspace:** Employee Relations (ER) cases are now viewable in a consolidated list within the Employee Relations dashboard, providing a holistic view across all related tables. This improves case management efficiency and situational awareness. ## Changes, Removals, and Deprecations Between Zurich and Australia releases, there are no changes, removals, or deprecations impacting Case and Knowledge Management features. This ensures continuity and stability during your upgrade process. ## Activation and Additional Requirements To enable Case and Knowledge Management in the Australia release, you must activate the Human Resources Scoped app: Core \[com.snhrcore\]. No additional requirements or browser-specific changes have been introduced in this release. ## Accessibility, Localization, and Highlight Information There are no new accessibility, localization, or browser requirement updates in this release. However, the new granular admin roles and COE Security Diagnostics tool are highlighted as important features to manage HR data security effectively. ## Practical Implications for ServiceNow Customers * Prepare for a smoother upgrade by reviewing pre- and post-upgrade tasks specific to Case and Knowledge Management. * Leverage enhanced security features to better protect sensitive HR case data and comply with organizational policies. * Utilize the COE Security Diagnostics tool to maintain clear visibility into user access rights, simplifying security management and audits. * Benefit from improved case handling through the consolidated ER cases view in the HR Agent Workspace. 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. | [ ]