--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Agent Workspace for HR Case Management release notes for upgrades from Zurich to Brazil # Combined Agent Workspace for HR Case Management release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Zurich to Brazil This document consolidates the release notes for Agent Workspace for HR Case Management upgrades from Zurich to Brazil, helping ServiceNow customers understand new features, changes, and activation instructions across releases. Show full answer Show less The primary updates occurred between the Zurich and Brazil release families, with Australia introducing notable new features. No updates or changes were reported for the Zurich and Brazil releases themselves. ## New Features * **Integration with Contact Center as a Service (CCaaS) (Australia release):** Enables certified, prebuilt integrations using ServiceNow's voice reference architecture. HR agents can handle native voice and callback interactions directly within HR Agent Workspace, including a wrap-up period after calls to complete case work efficiently. * **Recommended Actions for HRSD:** Suggests actions based on the HR case context, such as relevant Knowledge Base articles, similar cases, and conditional approval additions to accelerate case resolution. * **Case Creation Configuration:** Allows HR agents to quickly review HR profiles of involved parties during case creation to improve accuracy and speed. * **Advanced Knowledge Editor:** Incorporates AI-powered support for creating and editing Knowledge articles, offering optimization recommendations to enhance content quality. ## Changes, Removals, and Deprecations No changes, removals, or deprecations were noted across the Zurich, Australia, or Brazil releases for Agent Workspace for HR Case Management. ## Activation Information To install Agent Workspace for HR Case Management, customers should request it from the ServiceNow Store, where all available apps and submission instructions can be found. Agent Workspace is distributed exclusively through the ServiceNow Store. ## Other Considerations * **Additional Requirements, Browser Requirements, Accessibility, and Localization:** No updates or new considerations were reported in these areas for any release. * **Highlight Information:** The Australia release introduced the CCaaS integration and recommended actions features to improve HR agent efficiency. ## Practical Takeaways for ServiceNow Customers * When upgrading to Brazil, focus on leveraging the new CCaaS integration and AI-enhanced knowledge management introduced in the Australia release to improve HR agent productivity and case resolution speed. * Ensure activation via the ServiceNow Store as the official distribution channel for Agent Workspace for HR Case Management. * Review the pre- and post-upgrade tasks as outlined in the full documentation to prepare your environment, even though no changes were noted for Brazil specifically. Consolidated page of all release notes for Agent Workspace for HR Case Management from Zurich 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 Zurich 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 | |-|-| | 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__10} | Release | Release notes | |-|-| | 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__18} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__34} | Release | Release notes | |-|-| | 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__42} | Release | 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__50} | Release | Release notes | |-|-| | 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__58} | Release | Release notes | |-|-| | 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__66} | Release | Release notes | |-|-| | 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__74} | Release | Release notes | |-|-| | 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__82} | Release | Release notes | |-|-| | 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. | [ ]