Combined Case and Knowledge Management 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 Case and Knowledge Management Release Notes for Upgrades from Yokohama to Zurich

    This consolidated release notes page covers all updates related to Case and Knowledge Management from the Yokohama release through to Zurich. It is designed to help ServiceNow customers prepare for upgrades by summarizing new features, changes, deprecations, and important upgrade considerations across these releases. If a release had no updates, this is clearly noted to avoid confusion.

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    New Features

    Between Yokohama and Zurich, several new capabilities were introduced primarily in the Yokohama release to enhance HR-related Case and Knowledge Management:

    • HR Benchmarks: Enables tracking and comparison of key performance indicators (KPIs) against global benchmarks by industry, size, or region. This supports performance improvement through data-driven insights.
    • Employee Passport: Facilitates sharing of employee profile data, including employment history and progression, across departments, agencies, and ServiceNow instances to support compliance and tracking.
    • Survey Responses: Allows HR agents to view employee responses collected through surveys linked to HR cases, improving information gathering and case handling.
    • Personal Data Rights in HR Service Delivery: Empowers employees and alumni to request personal data reports, enhancing transparency and compliance with GDPR. Includes an approval step for data deletion and supports HR agents in managing approvals via Real-Time Business Intelligence (RTBI) tools.

    No new features were added in the Zurich release for Case and Knowledge Management.

    Changes and Removals

    No changes or removals of Case and Knowledge Management features were made between Yokohama and Zurich. This means existing functionality remains consistent through these releases.

    Deprecations

    The CTI Demo Data for HRSD (com.snhrctidemo) plugin was deprecated in the Yokohama release. Customers are advised to use Workflow Studio instead for related needs. There were no further deprecations in Zurich.

    Activation

    Case and Knowledge Management is available as a feature of the ServiceNow AI Platform and can be activated via the Human Resources Scoped App: Core [com.snhrcore] plugin. There were no changes to activation procedures between Yokohama and Zurich.

    Additional Notes

    • There were no updates regarding browser requirements, accessibility, localization, or additional technical requirements for Case and Knowledge Management in either Yokohama or Zurich releases.
    • The Yokohama release highlights the value of HR Benchmarks for gaining visibility into KPIs and industry comparisons to support continuous improvement.
    • Zurich release notes confirm no updates in these areas.

    Practical Impact for ServiceNow Customers

    When upgrading from Yokohama to Zurich, customers can expect stable Case and Knowledge Management functionality with no new features or removals in Zurich. The key enhancements are already available from Yokohama, particularly for HR use cases involving benchmarking, employee data portability, survey response management, and personal data rights compliance.

    Customers should note the deprecation of the CTI Demo Data plugin and plan to transition workflows to Workflow Studio. Activation of Case and Knowledge Management continues through the HR Core plugin without change.

    Reviewing and completing any pre- or post-upgrade tasks remains important, though no specific new requirements have been introduced in Zurich.

    Consolidated page of all release notes for Case and Knowledge Management from Yokohama to Zurich.

    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 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 Case and Knowledge Management 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 Case and Knowledge Management.

    Release Release notes

    Yokohama
    HR Benchmarks
    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
    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
    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
    • 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.

    Changes

    Between your current release family and Zurich, some changes were made to existing Case and Knowledge Management 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 Case and Knowledge Management 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 Case and Knowledge Management features or functionality were deprecated.

    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.

    Activation information

    Review information on how to activate Case and Knowledge Management.

    Release Release notes

    Yokohama

    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 for more information.

    Zurich

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for Case and Knowledge Management 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 Case and Knowledge Management 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 Case and Knowledge Management, 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 Case and Knowledge Management 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 Case and Knowledge Management we have noted them here.

    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 for more information.

    Zurich

    		 No updates for this release.