Combined Case and Knowledge Management release notes for upgrades from Xanadu to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 5 minutes to read
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    Summary of Combined Case and Knowledge Management Release Notes for Upgrades from Xanadu to Zurich

    This consolidated release notes document provides ServiceNow customers with essential information regarding upgrades of Case and Knowledge Management from the Xanadu release through to Zurich. It outlines new features, changes, deprecations, activation steps, and other relevant upgrade considerations to help customers prepare and execute their upgrade smoothly.

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    New Features

    • Xanadu Release:
      • Introduced guided setup for HR Service Delivery domains beyond the global domain to streamline configuration.
      • Migrated HR workflows to Workflow Studio for enhanced capabilities. Administrators can toggle between legacy workflows and Workflow Studio flows using a system property.
      • Enabled Zero Trust Access (ZTA) for HR Service Delivery, allowing administrators to enforce dynamic role restrictions based on criteria like IP address, location, device, or time, enhancing security control.
    • Yokohama Release:
      • Introduced HR Benchmarks to compare organizational KPIs against global and peer benchmarks, aiding performance improvement.
      • Enabled Employee Passport functionality to share employee profile data across departments and ServiceNow instances, supporting compliance and tracking.
      • Added capability to view employee survey responses directly linked to HR cases for better insight into employee feedback.
      • Implemented Personal Data Rights features allowing employees or alumni to request personal data reports with approval workflows, supporting GDPR compliance and auditability.
    • Zurich Release:

      No new features were introduced in Zurich for Case and Knowledge Management.

    Changes

    No changes to existing Case and Knowledge Management features were made between Xanadu and Zurich releases.

    Removed Features

    No features or functionality were removed across the upgrades from Xanadu to Zurich.

    Deprecations

    • Xanadu: HR Document Templates is being deprecated and hidden from new instances but remains supported. Customers should transition to using the ServiceNow Document Templates application.
    • Yokohama: The CTI Demo Data for HRSD plugin is deprecated; Workflow Studio is recommended instead.
    • Zurich: No new deprecations.

    Activation Information

    Case and Knowledge Management is an AI Platform feature activated through the Human Resources Scoped App: Core [com.snhrcore]. This activation method remains consistent from Xanadu through Yokohama and Zurich.

    Additional Notes

    • No updates were made to pre- or post-upgrade tasks, browser requirements, accessibility, or localization considerations between Xanadu and Zurich.
    • Key highlights include the enhanced HR guided setup for domain separation and the deprecation of HR Document Templates, emphasizing the move to newer template management tools.
    • HR Benchmarks introduced in Yokohama provide valuable comparative insights to improve organizational HR performance.

    What This Means for ServiceNow Customers

    When upgrading to Zurich from earlier releases, customers can expect a more secure, streamlined HR case and knowledge management experience enabled by guided setups, Workflow Studio enhancements, and Zero Trust Access controls introduced earlier in the cycle. While no new features or removals occur in Zurich, customers should plan to replace deprecated components like HR Document Templates with supported alternatives to maintain functionality and compliance. The activation process remains unchanged, ensuring a straightforward upgrade path. The inclusion of benchmarking and personal data rights features supports improved HR service delivery and regulatory compliance.

    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.

    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.

    Release Release notes

    Xanadu
    Guided setup for HR Service Delivery
    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
    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
    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
    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
    • 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.

    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.

    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.

    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] 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.

    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

    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 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.

    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.

    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.

    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.

    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.

    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 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 for more information.

    Zurich

    		 No updates for this release.