--- 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 Case and Knowledge Management release notes for upgrades from Zurich to Brazil # Combined Case and Knowledge 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 Case and Knowledge Management Release Notes for Upgrades from Zurich to Brazil This consolidated guide provides key information for ServiceNow customers upgrading their Case and Knowledge Management capabilities from the Zurich to Brazil release. It summarizes new features, changes, activation steps, and important considerations across these releases to help you prepare for a smooth upgrade and optimize HR service delivery. Show full answer Show less ## New Features * **Australia Release Highlights:** * **Granular Roles:** Enables tighter security controls over HR data by assigning more precise administrative roles within Case and Knowledge Management. * **COE Security Diagnostics:** Allows HR administrators to identify which users have access to HR cases based on Center of Excellence (COE) security policies and review the specific policies restricting access. * **Employee Relations Consolidated List:** Provides a comprehensive view of all related employee relations cases through a consolidated dashboard in the HR Agent Workspace, improving case management visibility. * **Brazil Release:** No new features introduced beyond Australia. ## Changes, Removals, and Deprecations There were no changes, removals, or deprecations to Case and Knowledge Management features between Zurich, Australia, and Brazil releases. ## Activation and Requirements * **Activation:** To enable Case and Knowledge Management, activate the Human Resources Scoped App: Core \[com.snhrcore\]. This requires admin role permissions and includes demo data along with related plugins. * **Additional Requirements, Browser, Accessibility, and Localization:** No updates or new requirements were introduced in these areas across the releases. ## Key Outcomes and Benefits for ServiceNow Customers * **Centralized HR Case Management:** Efficiently create, manage, and resolve HR cases related to benefits, payroll, and talent acquisition from a unified platform. * **Standardized Knowledge Base:** Build and maintain a searchable repository of HR documentation to ensure consistent service delivery and process standardization. * **Improved Agent Productivity:** Equip HR agents with tools to prioritize cases, access relevant knowledge articles, and resolve inquiries more quickly. * **Real-Time Routing and Tracking:** Ensure employee requests are directed to appropriately skilled agents and track case status in real time for enhanced service responsiveness. * **AI-Powered Assistance:** Leverage ServiceNow Otto AI to support HR agents and managers by handling routine inquiries, recommending knowledge articles, and accelerating case closures. This upgrade path focuses on enhancing security, visibility, and efficiency in HR service delivery through incremental improvements introduced in the Australia release and maintained in Brazil. Customers should review and complete pre- and post-upgrade tasks and activate the necessary plugins to fully leverage these capabilities. Consolidated page of all release notes for Case and Knowledge Management from Zurich 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 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 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 | |-|-| | 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__10} | 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. | | 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__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 Case and Knowledge Management features or functionality were removed. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management features or functionality were deprecated. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management. {#dfrn3-caseandknowledgemanagement-summary__entry__42} | 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. | | 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__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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management, such as specific requirements or compliance levels. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-summary__entry__82} | 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. | | 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. | [ ]