Combined Agent Workspace for HR Case Management release notes for upgrades from Xanadu to Zurich

zurich Combined Product Files

Release

zurich

ft:locale

en-US

ft:publication_title

zurich Combined Product Files

ft:clusterId

delta3zx

bundleId

delta3zx

Combined Agent Workspace for HR Case Management release notes for upgrades from Xanadu to Zurich

Release version: Zurich

Updated July 20, 2026

7 minutes to read

Summarize

Summarized using AI

Summary of Combined Agent Workspace for HR Case Management Release Notes for Upgrades from Xanadu to Zurich

This consolidated release notes document assists ServiceNow customers in preparing for and understanding the changes, new features, and upgrade considerations for Agent Workspace for HR Case Management from the Xanadu release family through Yokohama to Zurich. It provides a comprehensive view of enhancements and important information to ensure smooth upgrades and optimal usage of HR case management capabilities.

Show full answer Show less

Key Features

Case Creation Enhancements (Xanadu): HR agents can view HR service descriptions configured by HR admins during case creation, minimizing case transfers and improving efficiency.
Lists View Improvements: The Recently Updated tab allows agents to quickly access cases that have been recently modified.
Response Templates: Agents can use reusable message templates to expedite responses in HR cases and tasks, with language preference support introduced in Yokohama.
Guided Decision Trees: Enable faster resolution of HR cases through decision trees that assist agents in triaging employee cases.
Personal Notes and Attachments: Agents can add personal notes and upload attachments to support Employee Relations cases.
HR Triaging Dashboard (Yokohama): Provides a visual dashboard to manage case assignments by priority, HR service, or assignment group, with drag-and-drop case card functionality to update case attributes automatically.
HR Walk-up Centers: Facilitates efficient in-person or remote assistance for deskless workers through designated walk-up centers.
Page Configurations and PDF Template Preview: Allows customization of HR Agent landing and case pages, with the ability to preview PDF document templates attached to HR cases.
Child Case Linking and Delegation List: Supports associating child cases and managing delegated cases, enhancing collaboration and case tracking.
Contextual Side Panel and Bulk Operations: Enables applying templates directly to cases, downloading or deleting multiple attachments, and configuring bulk case request fields to streamline case management.

Changes

Accessibility and Reflow Support (Xanadu): The configurable workspace supports browser zoom up to 400% without loss of content or functionality, meeting WCAG 2.1 Level AA conformance. This improves usability for agents with low vision or accessibility needs.

Upgrade Considerations

No specific pre- or post-upgrade tasks or activation changes were introduced in the Zurich release, but customers should review existing upgrade guidelines from prior releases.
Agent Workspace for HR Case Management installation is managed through the ServiceNow Store, with cumulative release notes available for reference.

Accessibility and Compliance

The product enhancements include significant accessibility improvements ensuring compliance with WCAG 2.1 Level AA standards. The reflow feature allows content scaling and layout adjustments to assist users requiring larger text and simplified navigation.

What Customers Can Expect

Improved agent efficiency and reduced case transfers through enhanced case creation and response tools.
Better case visibility and management via dashboards and list views, enabling prioritized and organized workload handling.
Enhanced end-user support options, including walk-up centers for direct assistance.
Greater flexibility in workspace configuration and document handling, improving user experience and operational effectiveness.
Accessibility features ensuring inclusivity and compliance with modern standards.

Consolidated page of all release notes for Agent Workspace for HR Case Management from Xanadu to Zurich.

How to use this page

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

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


Release	Release notes
Xanadu	No updates for this release.
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 Agent Workspace for HR Case Management.


Release	Release notes
Xanadu	Create a case in Agent Workspace for HR Case Management HR agents can minimize case transfers and improve efficiency by viewing HR service descriptions populated in the HR service configuration by HR admins during case creation. Lists in Agent Workspace for HR Case Management View recently updated cases using the Recently updated tab in the Lists view in Agent Workspace for HR Case Management. Using a Response template in an HR case or HR task record Enable agents to quickly respond to HR tasks by using response templates as reusable messages that you can copy and paste into the comments or work notes for an HR task. Resolve HR cases using guided decision trees in Agent Workspace for HR Case Management Expedite HR services by creating decision trees that agents can use to triage employee cases. Add personal notes Upload attachments in personal notes that support the claim in Employee Relations cases for an assigned agent.
Yokohama	Survey responses View employee responses collected from an employee via the survey form sent through an HR task. Response templates Display response templates based on the language preference of selected user. Copy a case in Agent Workspace for HR Case Management Avoid having to fill in the fields of a case manually by creating a copy of a case to auto-populate the case values. HR Triaging Dashboard View your teams' case assignments based on categories such as priority, HR service, or HR assignment group. Drag a case card from one lane to another to automatically update the priority, HR service, or assignment group of a case. HR Walk-up Provide a convenient and efficient way for users to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers. Page configurations Configure the layout and functionality of the HR Agent landing page or HR case page. You can preview your settings before implementing them. PDF template preview Preview a PDF document template attached to an HR case rather than being able to preview only HTML document templates. Link child cases Associate child cases to an HR case. Delegation list View cases delegated to you or that you have delegated to other HR agents. The Delegation list appears only when you have activated the Granular Delegation (com.glide.granular_service_delegation) plugin. Agent Workspace for HR Case Management contextual side panel Apply template values to the HR case without having to fill in values manually. Download or delete multiple attachments at once. Configure fields for Bulk case request Configure fields that you want to view in the User segment group form in bulk case request through the Case Creation Configuration form.
Zurich	No updates for this release.

Changes

Between your current release family and Zurich, some changes were made to existing Agent Workspace for HR Case Management features.


Release	Release notes
Xanadu	Reflow for configurable workspace The Agent Workspace for HR Case Management configurable workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For information about how to upgrade, see the #dfrn3-agentworkspaceforhrcasemanagement-summary__hr-aws-rn-accessibility that follows.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Removed

Between your current release family and Zurich, some Agent Workspace for HR Case Management features or functionality were removed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Agent Workspace for HR Case Management features or functionality were deprecated.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate Agent Workspace for HR Case Management.


Release	Release notes
Xanadu	Install Agent Workspace for HR Case Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.
Yokohama	Install Agent Workspace for HR Case Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.
Zurich	No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for Agent Workspace for HR Case Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Agent Workspace for HR Case Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for Agent Workspace for HR Case Management, such as specific requirements or compliance levels.


Release	Release notes
Xanadu	Accessibility improvements Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance. Reflow The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%. This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Localization information

If there are specific localization considerations for Agent Workspace for HR Case Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for Agent Workspace for HR Case Management we have noted them here.


Release	Release notes
Xanadu	Minimize case transfers and improve agent efficiency by viewing HR service descriptions during case creation. View recently updated cases in list view. Enable agents to quickly respond to HR tasks using response templates. Enable HR agents to expedite services by creating decision trees. Support claims in Employee Relations cases by uploading attachments in personal notes. Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance. See Agent Workspace for HR Case Management (Configurable) for more information.
Yokohama	The HR Triaging Dashboard enables you to review your teams' case assignments through cases displayed as cards. Once you set up a layout for HR services, priorities, or assignment groups, moving of case cards between lanes, auto-updates the HR service, user assignment, or priority of cases. Provide a convenient and efficient way for deskless workers to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers. See Agent Workspace for HR Case Management (Configurable) for more information.
Zurich	No updates for this release.