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

  • Release version: Zurich
  • Updated July 20, 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 on upgrading Case and Knowledge Management from the Xanadu release family through Yokohama up to Zurich. It highlights new features, changes, deprecations, and activation details to help you prepare and execute a smooth upgrade while understanding what to expect.

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    Key Features

    • Xanadu Release Enhancements:
      • Guided Setup for HR Service Delivery: Enables running guided setup at each domain level (global, parent, or child), improving configuration flexibility.
      • Workflow to Workflow Studio Migration: Migration of HR-related workflows to Workflow Studio with a system property to toggle between legacy and new workflows for administrative control.
      • Zero Trust Access (ZTA): Administrators can enforce dynamic role reallocation based on factors such as IP address, location, device, or time, enhancing security and compliance.
    • Yokohama Release Enhancements:
      • HR Benchmarks: Provides KPIs comparison against global benchmarks by industry, size, or region, enabling performance improvements through peer insights and recommendations.
      • Employee Passport: Facilitates secure transfer and visibility of employee profile data across departments and ServiceNow instances to support tracking and compliance.
      • Survey Responses: Allows viewing employee survey responses directly from HR cases that collect employee input, improving case management insights.
      • Personal Data Rights Management: Supports employee or alumni requests for personal data reports with an approval process for data deletion aligned with GDPR compliance, supported by Real-Time Business Intelligence reporting.
    • Zurich Release: No new feature updates for Case and Knowledge Management.

    Deprecations

    • HR Document Templates: Deprecated starting Xanadu, hidden and not installed on new instances but still supported. Customers should transition to the ServiceNow Document Templates application.
    • CTI Demo Data for HRSD Plugin: Deprecated in Yokohama, with Workflow Studio recommended as the replacement.

    Activation and Requirements

    • Case and Knowledge Management features are activated through the Human Resources Scoped App: Core [com.snhrcore] in both Xanadu and Yokohama releases.
    • There are no additional requirements, browser specifications, accessibility, or localization changes noted from Xanadu through Zurich.

    Upgrade Considerations

    • Review and complete all pre- and post-upgrade tasks before upgrading to Zurich.
    • Use the new HR guided setup to support domain separation at multiple levels.
    • Plan migration from legacy workflows to Workflow Studio to leverage enhanced workflow capabilities.
    • Adopt ServiceNow Document Templates to replace deprecated HR Document Templates.

    Practical Impact for ServiceNow Customers

    By upgrading through these releases, you gain enhanced HR case and knowledge management capabilities such as improved guided setup, advanced workflow management, dynamic security controls, and better data compliance tools. Benchmarking and employee data portability features enable data-driven performance improvements and regulatory alignment. Awareness of deprecated features allows for proactive transition planning, ensuring your environment remains current and supported.

    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.