--- 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 Benchmarks release notes for upgrades from Xanadu to Zurich # Combined Benchmarks 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) 4 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 Benchmarks Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document covers all updates to the ServiceNow Benchmarks feature from the Xanadu release family through to Zurich. It is designed to help customers prepare for upgrades by summarizing new features, changes, activations, and other relevant information related to Benchmarks across these releases. Show full answer Show less ## New Features * **Xanadu:** Introduced new Self-solved KPIs including AI search QnA and Proactive Engagement for Digital End-User Experience (DeX), enhancing the tracking of self-solved deflections across all cohorts. * **Yokohama:** Added new KPIs for Call deflection percentages related to incidents created via Proactive Engagement and Digital End-User Experience self-service channels. Introduced a KPI tracking the number of issues resolved through channels like Desktop Assistant, Now Assist panel, and Employee portal. Added a KPI for knowledge articles created using Now Assist under Productivity moments. Also, benchmarking for HR Service Management (HRSM) indicators was introduced to evaluate performance against peers. * **Zurich:** No new features were introduced in this release for Benchmarks. ## Changes, Removals, and Deprecations There were no changes, removals, or deprecations to Benchmarks features between the Xanadu and Zurich releases. ## Activation Information * **Xanadu and Yokohama:** Benchmarks is an active-by-default feature within the ServiceNow AI Platform. The Benchmarks dashboard is automatically installed with these releases and is also available through the ServiceNow Store. * **Zurich:** No updates to activation procedures. ## Additional Requirements and Browser Compatibility No new additional requirements or browser compatibility changes were introduced for Benchmarks from Xanadu through Zurich. ## Accessibility and Localization No updates related to accessibility or localization were made during this release cycle. ## Highlights * **Xanadu:** Introduced a new KPI in the self-solved deflections category of ITSM Benchmarks to improve resolution insights for digital user issues. * **Yokohama:** Added a KPI for Now Assist's contribution to knowledge article creation and introduced HRSM benchmarking indicators. * **Zurich:** No new highlights were introduced. ## What This Means for You As a ServiceNow customer planning upgrades from Xanadu through Zurich, you can expect incremental enhancements primarily in the Xanadu and Yokohama releases that expand your ability to measure and benchmark self-service and proactive engagement effectiveness. Benchmarks remains an AI Platform feature enabled by default, simplifying activation. No breaking changes, removals, or deprecations affect your existing Benchmarks configurations through Zurich. This continuity ensures smooth upgrades while providing richer KPI insights to optimize your service management performance. Consolidated page of all release notes for Benchmarks from Xanadu 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 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 Benchmarks to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-benchmarks-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 Benchmarks. {#dfrn3-benchmarks-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Benchmark KPIs](https://www.servicenow.com/docs/access?context=c_BenchKPIConfig&family=xanadu&ft:locale=en-US) : The new Self-solved using AI search QnA and Self-solved using Proactive Engagement for DeX KPIs added to the self-solved deflections are benchmarked for all the cohorts. These new contributing indicators help organizations track the self-solved deflection. | | Yokohama | * 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. * 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. | | Zurich | No updates for this release. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Benchmarks features. {#dfrn3-benchmarks-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | 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. {#dfrn3-benchmarks-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 Benchmarks features or functionality were deprecated. {#dfrn3-benchmarks-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 Benchmarks. {#dfrn3-benchmarks-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Benchmarks is a ServiceNow AI Platform feature that is active by default. The new Benchmarks dashboard is automatically installed with Xanadu and is available from the ServiceNow Store. | | Yokohama | Activation information : 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. Important: Benchmarks 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 Benchmarks we have noted them here. {#dfrn3-benchmarks-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 Benchmarks we have noted them here. {#dfrn3-benchmarks-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 Benchmarks, such as specific requirements or compliance levels. {#dfrn3-benchmarks-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | 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. {#dfrn3-benchmarks-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 Benchmarks we have noted them here. {#dfrn3-benchmarks-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | Experience the all-new KPI in the self-solved deflections category of ITSM Benchmarks to help resolve the digital issues encountered by users on a daily basis. See [Benchmarks](https://www.servicenow.com/docs/access?context=r_Benchmarks&family=xanadu&ft:locale=en-US) for more information. | | 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 [\[Placeholder link text to key bundle-itsm.r_Benchmarks\]](https://www.servicenow.com/docs/access?context=r_Benchmarks&family=yokohama&ft:locale=en-US) for more information. | | Zurich | No updates for this release. | [ ]