--- sourceDocument: Brazil Impact sourceDocumentLink: https://www.servicenow.com/docs/r/impact Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Impact ft:clusterId : - ipact bundleId : - ipact --- # Jumpstart Your HR Case and Knowledge # Jumpstart Your HR Case and Knowledge {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Jumpstart Your HR Case and Knowledge The Jumpstart Your HR Case and Knowledge Accelerator offers ServiceNow Impact customers a practical introduction to Human Resources Service Delivery (HRSD) focusing on HR Case and Knowledge capabilities. It demonstrates how to enhance HR service delivery through foundational configuration, streamlined case life cycles, use of ServiceNow Otto for recommendations, and efficient case management via Agent Workspace. This Accelerator helps customers optimize HR processes, improve service efficiency, and establish a baseline for future enhancements. Show full answer Show less ## Key Features * **Core Configuration:** Foundational setup of HR Case and Knowledge to enable effective HR service delivery workflows. * **Case Life Cycles:** Streamlined workflows designed to manage HR cases efficiently. * **ServiceNow Otto:** Integration for intelligent recommendations improving case handling. * **Agent Workspace:** A unified interface for agents to manage HR cases more efficiently. ## Package Availability This Accelerator is available to customers with Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages. ## What You Get * **Session Preparation:** Activation and configuration of HRSD and Case and Knowledge plugins on a temporary or demo ServiceNow instance by a Technical Accelerator Consultant. * **Customer Coaching Session #1 (up to 1.5 hours):** Overview and demonstration of HRSD Case and Knowledge core capabilities, leading practices, and guidance on next steps. * **Optional Coaching Session #2 (up to 1 hour):** Additional Q\&A session upon customer request for deeper understanding. * **Access:** 30-day access to the configured temporary instance and ongoing support from the Technical Accelerator Consultant for further exploration or questions. * **Coaching Materials:** Provision of the session deck for reference. ## Customer Responsibilities Successful engagement requires involvement from specific customer roles to ensure alignment and governance: * **Platform Owner:** Accountable for overall platform governance, leadership, and strategic alignment. * **System Administrator(s):** Maintain platform stability, manage application maintenance, and deliver configuration tasks. * **Process Owner(s):** Senior leaders accountable for ensuring HR processes are fit-for-purpose. * **Trusted Service Partners:** Participate in coaching sessions to understand best practices and potentially support ongoing efforts. ## Additional Notes Legal terms, prerequisites, and exclusions are detailed separately in the Impact Accelerator Terms Matrix. Notably, ServiceNow does not perform configuration changes in customer sub-production or production instances---implementation remains the customer's responsibility. This Accelerator provides a demonstration of the possibilities and capabilities of HR Case and Knowledge. ## Accelerator Overview {#jumpstart-hr-case-knowledge__section_accelerator_overview} Jumpstart Your HR Case and Knowledge provides Impact customers with an easy-to-understand overview of Human Resources Service Delivery (HRSD) and key capabilities of HR Case and Knowledge. This offering helps customers understand how the application can enhance HR service delivery by covering: * core configuration for foundational setup * case life cycles to streamline workflows * ServiceNow Otto for recommendations * Agent Workspace for efficient case management {#jumpstart-hr-case-knowledge__ul_sz1_zp3_hkc} By exploring these areas, customers gain clarity on optimizing HR processes, improving service efficiency, and establishing the baseline context for future accelerator offerings. ## Package Availability {#jumpstart-hr-case-knowledge__id_ldm_kb1_2jc} Note: This Accelerator is available for Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages. ## What You Get {#jumpstart-hr-case-knowledge__section_what_you_get} Session Preparation : The Technical Accelerator Consultant: * Provisions a temporary or copy of ServiceNow demo instance (as applicable) * Activates and configures HRSD and Case and Knowledge related plugins where needed {#jumpstart-hr-case-knowledge__ul_session_prep} Customer Coaching Session #1 (up to 1.5 hours) : * Overview of HRSD Case and Knowledge capabilities * Demonstration of core capabilities * Provision of leading practice content and information on next steps {#jumpstart-hr-case-knowledge__ul_coaching_session_1} Customer Coaching Session #2 (Optional up on Customer request -- up to 1 hour) : Opportunity for Q\&A related to HR Case and Knowledge Output(s) : * 30-day access to the temporary instance and Technical Accelerator Consultant with whom you met for any further questions or in-depth explorations * Copy of the Coaching Session Deck {#jumpstart-hr-case-knowledge__ul_outputs} ## Requested Customer Resources {#jumpstart-hr-case-knowledge__section_requested_customer_resources} {#jumpstart-hr-case-knowledge__table_customer_resources__entry__4} | Customer Resource | Responsibilities | Required | Recommended | |:-:|:-:|:-:|:-:| | Platform Owner | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. | ✓ | | | System Administrator(s) | Responsible for maintaining the stability and usability of the ServiceNow platform by performing application maintenance, managing support for Cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks and features. | ✓ | | | Process Owner(s) | A senior leader within each business unit responsible for each major process or service (e.g., incident, change, employee onboarding) and is accountable for ensuring that the process is fit-for-purpose. | ✓ | | | Trusted Service Partners | Attend ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support the customer going forward. | | ✓ | [Table 1. Customer resource and responsibilities] {#jumpstart-hr-case-knowledge__table_customer_resources} ## Requested Information/Access {#jumpstart-hr-case-knowledge__id_vtb_5r3_hkc} Note: Additional details on supplemental legal terms, prerequisites, specifications, requirements, and exclusions can be found in the [Impact Accelerator Terms Matrix](https://www.servicenow.com/legal/servicenow-impact.html). ## Exclusions {#jumpstart-hr-case-knowledge__section_exclusions} ServiceNow is not responsible for implementing any of the recommended configuration changes in your sub-production or production instances.