--- 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 Case and Knowledge Management release notes for upgrades from Xanadu to Zurich # Combined Case and Knowledge 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) 5 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 Case and Knowledge Management Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document provides ServiceNow customers with a comprehensive summary of updates, new features, changes, deprecations, and activation details for Case and Knowledge Management from the Xanadu through Zurich releases. It assists customers in preparing for upgrades by highlighting relevant enhancements and important actions across these releases. Show full answer Show less ## New Features * **Xanadu Release:** * **Guided Setup for HR Service Delivery:** Allows running guided setups at domain levels (global, parent, or child), improving configuration flexibility. * **Workflow to Workflow Studio Migration:** HR-specific workflows have migrated to Workflow Studio for enhanced capabilities; administrators can toggle between legacy workflows and new flows using a system property. * **Zero Trust Access (ZTA):** Introduces dynamic role relegation allowing administrators to enforce access policies based on context such as IP address, device, or time, enhancing security. * **Yokohama Release:** * **HR Benchmarks:** Enables customers to use KPIs to benchmark organizational performance against global peers by industry, size, or region, supporting performance improvements. * **Employee Passport:** Facilitates employee data sharing across departments and ServiceNow instances to support compliance and tracking. * **Survey Responses:** Allows viewing employee survey responses directly from HR cases. * **Personal Data Rights:** Supports GDPR compliance by enabling employees/alumni to request personal data reports with approval workflows and audit capabilities. * **Zurich Release:** No new features introduced for Case and Knowledge Management. ## Changes, Removed Features, and Additional Notes * No changes, removals, or additional requirements were noted between Xanadu and Zurich releases for Case and Knowledge Management. * HR Document Templates began deprecation starting in Xanadu, hidden on new instances but supported; customers are encouraged to use the ServiceNow Document Templates application instead. * The CTI Demo Data plugin for HRSD was deprecated in Yokohama, with Workflow Studio recommended as the replacement. ## Activation Information Case and Knowledge Management is a feature available with the activation of the Human Resources Scoped App: Core \[com.snhrcore\] across all releases from Xanadu onward. Customers should ensure this app is activated to utilize Case and Knowledge Management functionality. ## Highlights for Customers * Guided setup improvements provide more granular domain-level configuration options for HR Service Delivery. * Transition from legacy workflows to Workflow Studio enhances workflow management and flexibility. * New benchmarking and compliance features in Yokohama help organizations measure performance against peers and maintain regulatory compliance. * Deprecation of HR Document Templates requires planning to transition to the supported Document Templates application. Consolidated page of all release notes for Case and Knowledge Management from Xanadu 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 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 Case and Knowledge Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management. {#dfrn3-caseandknowledgemanagement-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Guided setup for HR Service Delivery](https://www.servicenow.com/docs/access?context=guided-set-up-hr&family=xanadu&ft:locale=en-US) : Run the guided setup for each domain within HR Service Delivery. Prior to the Xanadu release, you could run the guided setup at the global domain only. Workflow to Workflow Studio migration : Because of the enhanced features in Workflow Studio, the HR Service Activities, HR Case User Acceptance, HR Case Approval subflows have been migrated from Workflow to Workflow Studio. As an HR administrator, you can configure the sn_hr_core.deprecated_workflows system property to decide whether to run a legacy workflow or corresponding flow in Workflow Studio. Zero Trust Access (ZTA) for HR Service Delivery : Enable an administrator to configure in-time access with the dynamic role relegation feature. Based on different criteria such as the IP address, location, device, or time, the administrator can craft policies to permit only a certain subset of the user's original roles in the session. | | Yokohama | [HR Benchmarks](https://www.servicenow.com/docs/access?context=hr-benchmarks&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=employee-passport&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=t_ViewAnHRTask&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=rtbi-compliance-hr&family=yokohama&ft:locale=en-US) : * 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. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management features or functionality were removed. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management features or functionality were deprecated. {#dfrn3-caseandknowledgemanagement-summary__entry__34} | Release | Release notes | |-|-| | Xanadu | Starting with the Xanadu release, HR Document Templates is being prepared for deprecation. HR Document Templates is hidden and is no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. You can use the ServiceNow Document Templates application instead of HR Document templates. | | 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. {#dfrn3-caseandknowledgemanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Case and Knowledge Management is a ServiceNow AI Platform feature that is available with activation of the Human Resources Scoped App: Core \[com.sn_hr_core\]. | | Yokohama | Activation information : 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](https://www.servicenow.com/docs/access?context=activate-case-and-knowledge-management-scoped&family=yokohama&ft:locale=en-US) 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. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management, such as specific requirements or compliance levels. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * Use the new HR guided setup that supports domain separation at the global and at the parent or child levels. * HR Document Templates is being deprecated and is no longer available for use. You can use the ServiceNow Document Templates application instead of HR Document Templates. See [Case and Knowledge Management](https://www.servicenow.com/docs/access?context=case-knowledge-management-landing-page&family=xanadu&ft:locale=en-US) for more information. | | 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](https://www.servicenow.com/docs/access?context=case-knowledge-management-landing-page&family=yokohama&ft:locale=en-US) for more information. | | Zurich | No updates for this release. | [ ]