--- 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 Case and Knowledge Management release notes for upgrades from Yokohama to Brazil # Combined Case and Knowledge 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) 5 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 Yokohama to Brazil This consolidated guide assists ServiceNow customers in preparing for upgrades of Case and Knowledge Management from the Yokohama release family to the Brazil release. It provides a comprehensive summary of new features, changes, deprecations, activation instructions, and important considerations across these versions, focusing on practical implications for HR Service Delivery. Show full answer Show less ## Key Features Introduced Between Yokohama and Brazil * **HR Benchmarks:** Enables comparison of organizational KPIs against global benchmarks by industry, size, or region to identify improvement opportunities. * **Employee Passport:** Facilitates tracking and compliance by sharing employee profile data, including employment history, across departments and ServiceNow instances. * **Survey Responses:** Allows viewing of employee survey inputs directly from HR cases through a dedicated related link. * **Personal Data Rights in HR Service Delivery:** Empowers employees and alumni to request personal data reports with an approval process for data deletion aligned with GDPR compliance, managed via HR Agents and Real-Time Business Intelligence tools. * **Granular Roles (Australia release):** Enhances security with detailed administrative roles to restrict HR data access. * **COE Security Diagnostics:** Helps HR administrators audit and understand user access to HR cases based on Center of Excellence security policies. * **ER Consolidated List in HR Agent Workspace:** Provides a unified view of all Employee Relations cases for efficient management. * **Brazil Highlights:** Focus on centralized creation, management, and resolution of HR cases for benefits, payroll, and talent acquisition; building a searchable knowledge base; optimizing agent productivity; real-time routing and tracking of requests; and leveraging ServiceNow Otto AI for automation and faster case resolution. ## Changes, Removals, and Deprecations No changes, removals, or updates were made to existing Case and Knowledge Management features in the Yokohama through Brazil releases, except for the deprecation of the CTI Demo Data for HRSD plugin in Yokohama, which is replaced by Workflow Studio. ## Activation and Requirements * **Activation:** Case and Knowledge Management features activate via the Human Resources Scoped App: Core plugin \[com.snhrcore\]. This plugin includes demo data and will automatically activate related plugins if not already active. * **Permissions:** Activation requires admin role privileges. * No additional browser, localization, accessibility, or special requirements were introduced between Yokohama and Brazil. ## Practical Benefits for ServiceNow Customers * Enables HR teams to standardize and improve service delivery through centralized case management and a knowledge base. * Improves compliance and data governance with personal data rights management and granular security controls. * Enhances agent efficiency with AI-powered tools and real-time case routing. * Supports data-driven performance improvements via benchmarking and detailed access diagnostics. Consolidated page of all release notes for Case and Knowledge Management from Yokohama 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 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 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 | |-|-| | 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 Case and Knowledge Management. {#dfrn3-caseandknowledgemanagement-summary__entry__12} | Release | Release notes | |-|-| | Yokohama | [HR Benchmarks](https://www.servicenow.com/docs/access?context=hr-benchmarks&family=yokohama&ft:locale=en-US) : Use your key performance indicators (KPIs) to compare your performance with global benchmarks, which contributes to improved performance for your organization. Gain deeper insights by comparing your performance with your peers based on industry, size, or region, and implement recommendations for improving performance. [Employee passport](https://www.servicenow.com/docs/access?context=employee-passport&family=yokohama&ft:locale=en-US) : Enable movement of employee data between departments and agencies for tracking, compliance, and regulatory purposes. Enable employee profile data, such as employment history and progression to be made available across different ServiceNow instances. [Survey responses](https://www.servicenow.com/docs/access?context=t_ViewAnHRTask&family=yokohama&ft:locale=en-US) : View employee responses by selecting the View Responses related link on an HR case. The View Responses related link displays responses that are collected from an employee via the survey form sent through the HR task of type Collect Employee Input. [Personal Data Rights in HR Service Delivery](https://www.servicenow.com/docs/access?context=rtbi-compliance-hr&family=yokohama&ft:locale=en-US) : * Enable employees or alumni to request their personal information reports and have better visibility of their personal data that is held in the database of an organization. * Include an approval step before deletion of data, confirming better compliance and audit capabilities with respect to General Data Protection Regulation (GDPR) requirements. * Have HR Agents manage the approval process by generating reports using the Real-Time Business Intelligence (RTBI) configuration from the Data Classification (com.glide.data_classification) plugin. | | 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. | | 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__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 Case and Knowledge Management features or functionality were removed. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management features or functionality were deprecated. {#dfrn3-caseandknowledgemanagement-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | The CTI Demo Data for HRSD (com.sn_hr_cti_demo) plugin is being deprecated. Use Workflow Studio instead. | | 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 Case and Knowledge Management. {#dfrn3-caseandknowledgemanagement-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | Activation information : Case and Knowledge Management is a ServiceNow AI Platform feature that is available with activation of the Human Resources Scoped App: Core \[com.sn_hr_core\]. See [Activate Case and Knowledge Management](https://www.servicenow.com/docs/access?context=activate-case-and-knowledge-management-scoped&family=yokohama&ft:locale=en-US) for more information. | | 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. | | 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__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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management, such as specific requirements or compliance levels. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-summary__entry__102} | Release | Release notes | |-|-| | Yokohama | Use HR Benchmarks to provide instant visibility into your key performance indicators (KPIs) and trends, as well as comparative insight relative to the industry averages of your peers and to the industry top performers. See [Case and Knowledge Management](https://www.servicenow.com/docs/access?context=case-knowledge-management-landing-page&family=yokohama&ft:locale=en-US) for more information. | | 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. | | 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. | [ ]