--- 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 Return Merchandise Authorization release notes for upgrades from Zurich to Brazil # Combined Return Merchandise Authorization 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) 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 Return Merchandise Authorization release notes for upgrades from Zurich to Brazil This consolidated release notes page assists ServiceNow customers in preparing for the upgrade of Return Merchandise Authorization (RMA) from the Zurich to Brazil release family. It summarizes new features, changes, activation details, and important information related to the RMA application across these releases. The notes include updates or indicate if no changes were made for specific releases, streamlining upgrade planning. Show full answer Show less ## Key Features * **Zurich Release:** Introduction of the ability for customers to create cases for defective products within specified warranty periods, improving the return process. * **Granular Roles for Install Base Management:** New roles such as read, write, create, delete, and viewer roles for install base and customer service entities offer enhanced administrative control. These roles are installed with the Customer Service Install Base Management plugin (com.snc.installbase). * **Enhanced RMA Case Flow:** Agents can now initiate, track, and close RMA cases for install base items directly within Agent Workspace, bridging self-service and full support for a streamlined sales return process. ## Activation and Requirements * **Activation:** RMA Case Management is activated via the RMA Case Management plugin (sncsmrmacase), which must be requested from the ServiceNow Store. * **Browser Support:** Starting with Zurich, RMA Case Management does not support mobile devices or Internet Explorer for Sales Customer Relationship Management. ## Additional Notes * No features were removed or deprecated between Zurich and Brazil releases for RMA. * No new localization, accessibility, or additional technical requirements were introduced in the Brazil release. * For any release with no updates, a note is provided for clarity. ## Benefits for ServiceNow Customers Upgrading to Brazil enables ServiceNow customers to leverage enhanced RMA capabilities that improve case management efficiency, provide granular administrative controls, and enhance customer experience through integrated Agent Workspace support. Activation through the ServiceNow Store ensures straightforward deployment, while understanding browser requirements helps maintain compatibility and performance. Consolidated page of all release notes for Return Merchandise Authorization from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Return Merchandise Authorization 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 Return Merchandise Authorization to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization. {#dfrn3-returnmerchandiseauthorization-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Return Merchandise Authorization](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&family=zurich&ft:locale=en-US) : Enable customers to create cases for defective products within a specified warranty period, which helps streamline the process. [Granular roles in Install Base Management](https://www.servicenow.com/docs/access?context=r_rolesinstalledwithcustaccessmgmt&family=zurich&ft:locale=en-US) : Use the following new granular roles with the sn_install_base.install_base_admin role, which is installed with Customer Service Install Base Management plugin (com.snc.install_base): * sn_install_base.install_base_read * sn_install_base.install_base_write * sn_install_base.install_base_create * sn_install_base.install_base_delete * sn_customerservice.customer_data_viewer * sn_customerservice.case.viewer These roles provide you with more control over administrative tasks related to install base and sold product related entities. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Return Merchandise Authorization features. {#dfrn3-returnmerchandiseauthorization-summary__entry__18} | Release | Release notes | |-|-| | Zurich | [Enhancements in the RMA case flow](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&family=zurich&ft:locale=en-US) : Streamline the sales return process by enabling agents to initiate, track, and close RMA cases for install base items directly within the Agent Workspace. It also bridges the gap between self-service and full support. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Return Merchandise Authorization features or functionality were removed. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization features or functionality were deprecated. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization. {#dfrn3-returnmerchandiseauthorization-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Install RMA 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=zurich&ft:locale=en-US). Return Merchandise Authorization is available with activation of the RMA Case Management plugin (sn_csm_rma_case). For details, see [Return merchandise authorization](https://www.servicenow.com/docs/access?context=activate-return-merchandise-authorization-plugin&family=zurich&ft:locale=en-US). Important: RMA Case Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-summary__entry__58} | Release | Release notes | |-|-| | Zurich | Browser requirements : Starting with the Zurich release, RMA Case Management for Sales Customer Relationship Management doesn't support mobile devices and Internet Explorer. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Return Merchandise Authorization, such as specific requirements or compliance levels. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-summary__entry__82} | Release | Release notes | |-|-| | Zurich | * Streamline sales return by enabling agents to manage RMA cases in Agent Workspace and bridging self-service with full support. * Handle product cases efficiently to streamline the return process and enhance the customer experience. See [Return Merchandise Authorization](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ]