--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-yokohama-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3by bundleId : - delta3by --- # Combined Agent Workspace for HR Case Management release notes for upgrades from Yokohama to Brazil # Combined Agent Workspace for HR Case Management release notes for upgrades from Yokohama to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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 Yokohama to Brazil This consolidated release notes document provides ServiceNow customers with a comprehensive view of updates, new features, and important information for upgrading Agent Workspace for HR Case Management from the Yokohama release family through to Brazil. It covers enhancements across multiple releases, pre- and post-upgrade tasks, and activation guidance to ensure a smooth transition and optimized use of the product. Show full answer Show less ## New Features * **Yokohama:** * View employee survey responses linked to HR tasks. * Display response templates based on user language preferences. * Copy cases to auto-populate field values, reducing manual data entry. * **HR Triaging Dashboard:** Visualize team case assignments by priority, service, or assignment group with drag-and-drop case card updates. * **HR Walk-up:** Facilitate deskless workers' access to HR assistance via designated walk-up centers for in-person or remote support. * Configure HR Agent landing and case page layouts with preview capabilities. * Preview PDF templates attached to cases, expanding beyond HTML previews. * Link child cases to main HR cases for better case management. * Delegation list to track cases delegated to or from HR agents (requires Granular Delegation plugin). * Contextual side panel enhancements: apply template values automatically, bulk download or delete attachments. * Configure fields visible in bulk case requests for streamlined user segment group forms. * **Australia:** * Integration with Contact Center as a Service (CCaaS) providers enabling native voice and callback management within HR Agent Workspace. * Brief wrap-up period for HR agents after customer calls to complete case work efficiently. * **Recommended Actions for HRSD:** Contextual suggestions including relevant Knowledge Base articles, similar cases, and conditional approval prompts to accelerate case resolution. * Case creation enhancements allowing quick review of HR profiles for involved parties. * **Advanced Knowledge Editor:** AI-powered enhancements for creating and optimizing Knowledge articles within HRSD. * **Zurich and Brazil:** No new feature updates reported. ## Changes, Removals, and Deprecations No changes, removed features, or deprecations were introduced in Agent Workspace for HR Case Management between Yokohama and Brazil releases. This stability ensures that existing functionality remains intact during upgrades. ## Activation and Upgrade Guidance * **Activation:** Agent Workspace for HR Case Management is available via the ServiceNow Store. Customers should request installation through the store and refer to cumulative release notes for version history. * **Upgrade Preparation:** Review and complete recommended pre- and post-upgrade tasks specific to Agent Workspace for HR Case Management before moving to Brazil. ## Additional Considerations * **Browser, Accessibility, Localization:** No updates or changes noted for these aspects across the releases. * **Highlights:** The HR Triaging Dashboard and HR Walk-up features introduced in Yokohama provide enhanced case management and user support. Australia release's CCaaS integration and contextual recommendations further improve HR agent efficiency. ## What Customers Can Expect Upgrading from Yokohama to Brazil enables ServiceNow HR teams to leverage streamlined case management with intuitive dashboards, advanced case duplication, and improved user support channels. Integration with voice and contact center technologies in Australia enhances agent productivity by consolidating customer interactions within the workspace. AI-driven knowledge management and recommended actions help resolve HR cases faster while maintaining existing workflows and configurations unchanged. Activation via the ServiceNow Store is straightforward, with no deprecated or removed features to disrupt current operations. Consolidated page of all release notes for Agent Workspace for HR Case Management from Yokohama to Brazil. ## 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 Yokohama 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 Agent Workspace for HR Case Management to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__2} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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 Agent Workspace for HR Case Management. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__12} | Release | Release notes | |-|-| | Yokohama | [Survey responses](https://www.servicenow.com/docs/access?context=t_ViewAnHRTask&family=yokohama&ft:locale=en-US) : View employee responses collected from an employee via the survey form sent through an HR task. [Response templates](https://www.servicenow.com/docs/access?context=hr-agent-ws-using-response-template&family=yokohama&ft:locale=en-US) : Display response templates based on the language preference of selected user. [Copy a case in Agent Workspace for HR Case Management](https://www.servicenow.com/docs/access?context=copy-case-hr&family=yokohama&ft:locale=en-US) : Avoid having to fill in the fields of a case manually by creating a copy of a case to auto-populate the case values. [HR Triaging Dashboard](https://www.servicenow.com/docs/access?context=hr-triaging-dashboard&family=yokohama&ft:locale=en-US) : View your teams' case assignments based on categories such as priority, HR service, or HR assignment group. Drag a case card from one lane to another to automatically update the priority, HR service, or assignment group of a case. [HR Walk-up](https://www.servicenow.com/docs/access?context=hr-walkup&family=yokohama&ft:locale=en-US) : Provide a convenient and efficient way for users to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers. [Page configurations](https://www.servicenow.com/docs/access?context=page-configurations&family=yokohama&ft:locale=en-US) : Configure the layout and functionality of the HR Agent landing page or HR case page. You can preview your settings before implementing them. [PDF template preview](https://www.servicenow.com/docs/access?context=hr-agent-ws-create-temp&family=yokohama&ft:locale=en-US) : Preview a PDF document template attached to an HR case rather than being able to preview only HTML document templates. [Link child cases](https://www.servicenow.com/docs/access?context=t_CreateAnHRCase&family=yokohama&ft:locale=en-US) : Associate child cases to an HR case. [Delegation list](https://www.servicenow.com/docs/access?context=hr-agent-ws-lists&family=yokohama&ft:locale=en-US) : View cases delegated to you or that you have delegated to other HR agents. The Delegation list appears only when you have activated the Granular Delegation (com.glide.granular_service_delegation) plugin. [Agent Workspace for HR Case Management contextual side panel](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-context-sidebar&family=yokohama&ft:locale=en-US) : * Apply template values to the HR case without having to fill in values manually. * Download or delete multiple attachments at once. [Configure fields for Bulk case request](https://www.servicenow.com/docs/access?context=segment-group-aws&family=yokohama&ft:locale=en-US) : Configure fields that you want to view in the User segment group form in bulk case request through the Case Creation Configuration form. | | 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. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Agent Workspace for HR Case Management features. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__22} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Agent Workspace for HR Case Management features or functionality were removed. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Agent Workspace for HR Case Management features or functionality were deprecated. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Agent Workspace for HR Case Management. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | 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) website 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=yokohama&ft:locale=en-US). Important: [Agent Workspace for HR Case Management (Configurable)](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=yokohama&ft:locale=en-US) is available in the ServiceNow Store. For details, see the "Activation information" section of these 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. | | Brazil | No updates for this release. | [ ] ## 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__62} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__72} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__82} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__92} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | 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__102} | Release | Release notes | |-|-| | Yokohama | * The HR Triaging Dashboard enables you to review your teams' case assignments through cases displayed as cards. Once you set up a layout for HR services, priorities, or assignment groups, moving of case cards between lanes, auto-updates the HR service, user assignment, or priority of cases. * Provide a convenient and efficient way for deskless workers to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers. See [Agent Workspace for HR Case Management (Configurable)](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=yokohama&ft:locale=en-US) for more information. | | 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. | | Brazil | No updates for this release. | [ ]