Combined Benchmarks release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 3 minutes to read
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    Summary of Combined Benchmarks Release Notes for Upgrades from Yokohama to Zurich

    This consolidated guide provides ServiceNow customers with essential release notes for Benchmarks when upgrading from the Yokohama to the Zurich release family. It highlights new features, changes, and other critical information to help you prepare and execute the upgrade efficiently.

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    New Features

    • Yokohama Release: Introduced several key performance indicators (KPIs) enhancing the Benchmarks functionality:
      • Now Assist Knowledge Articles KPI under Productivity moments tracks the number of knowledge base articles created using Now Assist over time.
      • HR Service Management (HRSM) benchmarking indicators enable performance comparisons with peers.
      • New KPIs for Call deflection - percentage measure incidents created through Proactive Engagement and Digital End-User Experience self-service channels.
      • A KPI for Self-solved percentage reflects resolution rates using Digital End-User Experience tools such as Desktop Assistant, Now Assist panel, and Employee portal.
    • Zurich Release: No new feature updates for Benchmarks.

    Changes, Removed Features, Deprecations

    No updates or modifications, removals, or deprecations of Benchmarks features were made between Yokohama and Zurich releases.

    Activation Information

    Benchmarks is an AI Platform feature that is active by default. The new Benchmarks dashboard is automatically installed with the Yokohama release and accessible via the ServiceNow Store. There are no changes to activation steps in Zurich.

    Additional Technical and Compliance Information

    • No additional requirements, browser requirements, accessibility information, or localization considerations were introduced or changed in either Yokohama or Zurich releases.

    Practical Implications for ServiceNow Customers

    When upgrading from Yokohama to Zurich, expect to maintain the enhanced KPIs introduced in Yokohama that improve insight into knowledge management and self-service effectiveness. Since Zurich introduces no new updates, your current Benchmarks setup will remain consistent. Ensure you review pre- and post-upgrade tasks as advised to complete your upgrade smoothly.

    Consolidated page of all release notes for Benchmarks from Yokohama to Zurich.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Benchmarks release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Zurich.

    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 Benchmarks to Zurich

    Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    New features

    Between your current release family and Zurich, new features were introduced for Benchmarks.

    Release Release notes

    Yokohama
    • The new KPI Knowledge Articles created using Now Assist is added to Productivity moments. This primary indicator shows how many knowledge base articles are created using Now Assist in a given period of time.
    • Leverage benchmarking for HRSM indicators to evaluate your performance in comparison to your peers.
    • New KPIs are added to the Call deflection - percentage. These new KPIs help you understand the number of Incidents that are created using Proactive Engagement and Digital End-User Experience self service.
    • New KPI is added to the self-solved percentage. This new KPI shares the number of times the issue is resolved using the Digital End-User Experience self service channels like Desktop Assistant, Now Assist panel, and Employee portal.

    Zurich

    		 No updates for this release.

    Changes

    Between your current release family and Zurich, some changes were made to existing Benchmarks features.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Removed

    Between your current release family and Zurich, some Benchmarks features or functionality were removed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some Benchmarks features or functionality were deprecated.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Activation information

    Review information on how to activate Benchmarks.

    Release Release notes

    Yokohama

    Benchmarks is a ServiceNow AI Platform feature that is active by default. The new Benchmarks dashboard is automatically installed with Yokohama and is available from the ServiceNow Store.

    Zurich

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for Benchmarks we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Benchmarks we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Benchmarks, such as specific requirements or compliance levels.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Benchmarks we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Benchmarks we have noted them here.

    Release Release notes

    Yokohama
    1. Experience the new Key Performance Indicator (KPI) for Now Assist under Productivity moments per user of ITSM Benchmarks to understand the benefits of Now Assist features like Knowledge Article generation.
    2. Benchmark the all new HRSM indicator to help evaluate the performance in comparison to your peers.

    See Benchmarks for more information.

    Zurich

    		 No updates for this release.