--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-australia-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3ba bundleId : - delta3ba --- # Combined Case and Knowledge Management release notes for upgrades from Australia to Brazil # Combined Case and Knowledge Management release notes for upgrades from Australia to Brazil {#ariaid-title1} Release version: Brazil 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 Australia to Brazil This consolidated release notes page assists ServiceNow customers in preparing for upgrades from the Australia release to the Brazil release specifically for Case and Knowledge Management. It summarizes new features, changes, removals, deprecations, and important activation and upgrade information across these releases. Show full answer Show less ## Key Features * **Granular Roles (Australia release):** Introduces tighter security controls for HR data by enabling granular admin roles within Case and Knowledge Management, enhancing data protection. * **COE Security Diagnostics (Australia release):** Provides HR administrators with tools to identify which users have access to HR cases based on Center of Excellence (COE) security policies, including visibility into specific policy restrictions. * **Employee Relations (ER) Consolidated List in HR Agent Workspace (Australia release):** Offers a holistic view of related tables for ER cases via the Employee Relations dashboard, improving case management efficiency. * **Brazil release highlights:** Focuses on efficient HR case lifecycle management, standardized knowledge base creation, enhanced agent productivity, real-time routing and tracking of employee requests, and leveraging ServiceNow Otto AI to streamline routine inquiries and case resolution. ## Activation and Upgrade Considerations * To activate Case and Knowledge Management, enable the Human Resources Scoped App: Core \[com.snhrcore\]. This plugin includes demo data and activates related plugins if necessary. Admin role access is required for activation. * There are no additional browser, localization, or accessibility changes introduced between Australia and Brazil releases for Case and Knowledge Management. * There were no feature removals or deprecations between these releases. ## Practical Implications for ServiceNow Customers Upgrading from Australia to Brazil will ensure customers benefit from enhanced security controls and diagnostic tools introduced in the Australia release, while the Brazil release emphasizes efficient HR service delivery through integrated case and knowledge management, AI-assisted workflows, and real-time request routing. Customers can expect a more secure, streamlined, and intelligent HR case management experience without requiring additional configuration changes related to browser support or localization. Consolidated page of all release notes for Case and Knowledge Management from Australia to Brazil. ## 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 Australia to Brazil. 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 Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-caseandknowledgemanagement-summary__entry__2} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Case and Knowledge Management. {#dfrn3-caseandknowledgemanagement-summary__entry__8} | Release | Release notes | |-|-| | 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. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Case and Knowledge Management features. {#dfrn3-caseandknowledgemanagement-summary__entry__14} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Case and Knowledge Management features or functionality were removed. {#dfrn3-caseandknowledgemanagement-summary__entry__20} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Case and Knowledge Management features or functionality were deprecated. {#dfrn3-caseandknowledgemanagement-summary__entry__26} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | 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. | | Brazil | Activation information : Activate Human Resources Scoped App: Core \[com.sn_hr_core\] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active. | [ ] ## 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 | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | 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. | | Brazil | * Create, manage, and resolve HR cases efficiently --- Create, manage, and resolve HR cases from a centralized platform for benefits, payroll, and talent acquisition. * Standardize documentation and service delivery --- Build a searchable knowledge base to standardize HR processes and ensure consistent service delivery. * Optimize agent productivity --- Equip HR agents with tools to prioritize cases, access knowledge articles, and resolve inquiries faster. * Route and track requests in real time --- Route employee requests to the right agents based on skills and track case status in real time. * Leverage AI to improve efficiency --- Use ServiceNow Otto AI to help HR agents and managers handle routine inquiries, suggest knowledge articles, and close cases faster. See [\[Placeholder link text to key hr-service-delivery\]](https://www.servicenow.com/docs/access?context=hr-service-delivery&family=brazil&ft:locale=en-US) for more information. | [ ]