--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich 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 # Combined Agent Workspace for HR Case Management release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Agent Workspace for HR Case Management Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document provides ServiceNow customers with a comprehensive view of the new features, changes, and important upgrade information for Agent Workspace for HR Case Management from the Xanadu release through to Zurich. It is designed to help you prepare effectively for your upgrade by summarizing enhancements and guidance across multiple release families in one place. Show full answer Show less ## Key Features Introduced * **Xanadu Release Enhancements:** * Create HR cases directly within Agent Workspace with visibility into HR service descriptions to reduce case transfers and improve agent efficiency. * Recently updated cases can be tracked via a dedicated tab in the Lists view for easier case management. * Response templates allow agents to quickly add reusable messages to HR tasks, accelerating responses. * Guided decision trees enable agents to triage cases more effectively, speeding HR service delivery. * Personal notes now support attachment uploads to substantiate claims in Employee Relations cases. * **Yokohama Release Enhancements:** * View employee survey responses collected through HR tasks directly within the workspace. * Response templates are now localized based on user language preferences. * Copy cases to auto-populate fields, reducing manual entry effort. * The HR Triaging Dashboard offers a visual, drag-and-drop interface to manage case priority, service, and assignments dynamically. * HR Walk-up centers provide streamlined access for users needing in-person or remote HR assistance. * Page configuration options allow customization of HR Agent landing and case pages with preview capability. * Preview PDF templates attached to cases, improving document handling. * Associate child cases to parent HR cases for better case relationship management. * Delegation lists show cases delegated to or from agents, enabled by the Granular Delegation plugin. * Contextual side panel improvements include bulk downloading/deleting attachments and applying template values to cases. * Bulk case request forms can be customized to show specific fields for user segment groups. * **Zurich Release:** No new features or updates reported. ## Key Changes and Improvements * **Xanadu:** Accessibility enhancements include support for WCAG 2.1 Level AA conformance with configurable workspace reflow, enabling zoom up to 400% without loss of content or functionality. This improves usability for agents with low vision or other accessibility needs. * **Yokohama and Zurich:** No changes or updates reported. ## Deprecated or Removed Features No features or functionality have been deprecated or removed from Xanadu through Zurich releases for Agent Workspace for HR Case Management. ## Activation and Installation Information * Agent Workspace for HR Case Management is available for installation via the ServiceNow Store, requiring a request submission through the store portal. * The configurable version of the workspace is also available in the ServiceNow Store. * No new activation changes have been introduced in the Zurich release. ## Additional Requirements and Browser Support No new additional or browser-specific requirements have been introduced between Xanadu and Zurich. ## Accessibility Highlights * Configurable workspace supports WCAG 2.1 Level AA standards to ensure accessibility compliance. * Reflow capability allows content zooming up to 400% and automatic layout adjustments to improve readability and navigation for users with visual impairments. ## Practical Benefits for ServiceNow Customers * Streamlined HR case handling with reduced manual effort through templates, case copying, and decision trees. * Improved agent productivity and employee support with features like the triaging dashboard and walk-up center integration. * Enhanced accessibility ensures inclusivity and compliance with modern accessibility guidelines. * Customizable workspace layouts and bulk operations provide flexibility to tailor the experience to your HR team's needs. 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. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__2} | 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. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Create a case in Agent Workspace for HR Case Management](https://www.servicenow.com/docs/access?context=agent-ws-configurable-hr-create-case&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=hr-agent-ws-lists&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=hr-agent-ws-using-response-template&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=guided-decision-tree-aws&family=xanadu&ft:locale=en-US) : Expedite HR services by creating decision trees that agents can use to triage employee cases. [Add personal notes](https://www.servicenow.com/docs/access?context=add-pn-aws&family=xanadu&ft:locale=en-US) : Upload attachments in personal notes that support the claim in Employee Relations cases for an assigned agent. | | Yokohama | [Survey responses](https://www.servicenow.com/docs/access?context=t_ViewAnHRTask&family=yokohama&ft:locale=en-US) : View employee responses collected from an employee via the survey form sent through an HR task. [Response templates](https://www.servicenow.com/docs/access?context=hr-agent-ws-using-response-template&family=yokohama&ft:locale=en-US) : Display response templates based on the language preference of selected user. [Copy a case in Agent Workspace for HR Case Management](https://www.servicenow.com/docs/access?context=copy-case-hr&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=hr-triaging-dashboard&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=hr-walkup&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=page-configurations&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=hr-agent-ws-create-temp&family=yokohama&ft:locale=en-US) : Preview a PDF document template attached to an HR case rather than being able to preview only HTML document templates. [Link child cases](https://www.servicenow.com/docs/access?context=t_CreateAnHRCase&family=yokohama&ft:locale=en-US) : Associate child cases to an HR case. [Delegation list](https://www.servicenow.com/docs/access?context=hr-agent-ws-lists&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-context-sidebar&family=yokohama&ft:locale=en-US) : * 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](https://www.servicenow.com/docs/access?context=segment-group-aws&family=yokohama&ft:locale=en-US) : 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. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | [Reflow for configurable workspace](https://www.servicenow.com/docs/access?context=auto-reflow&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/i4cGF9e1SaDP6XkFVbEMpA#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. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__26} | 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. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__34} | 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. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Install Agent Workspace for HR 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=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Install Agent Workspace for HR 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=yokohama&ft:locale=en-US). Important: [Agent Workspace for HR Case Management (Configurable)](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=yokohama&ft:locale=en-US) is available in the ServiceNow Store. For details, see the "Activation information" section of these 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. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__50} | 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. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__58} | 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. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__66} | 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](https://www.servicenow.com/docs/access?context=auto-reflow&family=xanadu&ft:locale=en-US) 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. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__74} | 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. {#dfrn3-agentworkspaceforhrcasemanagement-summary__entry__82} | 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)](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=xanadu&ft:locale=en-US) 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)](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=yokohama&ft:locale=en-US) for more information. | | Zurich | No updates for this release. | [ ]