--- 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 Return Merchandise Authorization release notes for upgrades from Xanadu to Zurich # Combined Return Merchandise Authorization 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) 3 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 Return Merchandise Authorization release notes for upgrades from Xanadu to Zurich This consolidated release notes document provides ServiceNow customers with all relevant information about the Return Merchandise Authorization (RMA) features and changes from the Xanadu through to the Zurich release. It is designed to help you prepare for upgrading your RMA capabilities by summarizing new features, changes, activation details, and important considerations specific to the Zurich release. Show full answer Show less ## Key Features * **Return Merchandise Authorization (Zurich):** Enables customers to create cases for defective products within a specified warranty period, streamlining the returns process. * **Granular Roles for Install Base Management:** New roles such as `sninstallbase.installbaseread`, `sninstallbase.installbasewrite`, `sninstallbase.installbasecreate`, and others provide enhanced control over administrative tasks related to the install base and sold product entities. These roles complement the existing `sninstallbase.installbaseadmin` role provided by the Customer Service Install Base Management plugin. ## Changes * **RMA Case Flow Enhancements (Zurich):** Agents can now initiate, track, and close RMA cases for install base items directly within the Agent Workspace. This enhancement improves the sales return process by bridging the gap between self-service and full support, allowing for more efficient case management. ## Activation and Requirements * **Activation:** To enable Return Merchandise Authorization, request installation of the RMA Case Management plugin (`sncsmrmacase`) from the ServiceNow Store. * **Browser Support:** Starting with Zurich, RMA Case Management does not support mobile devices or Internet Explorer. Customers should use supported desktop browsers for optimal experience. ## Additional Notes * No features or functionality were removed or deprecated between Xanadu and Zurich. * No updates were made in the Yokohama release family for RMA. * No additional requirements, accessibility, or localization changes were introduced. * Pre- and post-upgrade tasks should be reviewed and completed as needed before upgrading to Zurich. ## Practical Benefits for ServiceNow Customers By upgrading to Zurich and activating the RMA Case Management plugin, your customer service teams can efficiently manage defective product cases within warranty periods, improving customer satisfaction through faster and more streamlined return processes. The new granular roles allow for fine-tuned administrative control over install base data, enhancing governance and operational management. Integration with Agent Workspace further simplifies the case lifecycle, providing an improved user experience for agents and customers alike. Consolidated page of all release notes for Return Merchandise Authorization from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Return Merchandise Authorization 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 Return Merchandise Authorization to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization. {#dfrn3-returnmerchandiseauthorization-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Return Merchandise Authorization](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&family=zurich&ft:locale=en-US) : Enable customers to create cases for defective products within a specified warranty period, which helps streamline the process. [Granular roles in Install Base Management](https://www.servicenow.com/docs/access?context=r_rolesinstalledwithcustaccessmgmt&family=zurich&ft:locale=en-US) : Use the following new granular roles with the sn_install_base.install_base_admin role, which is installed with Customer Service Install Base Management plugin (com.snc.install_base): * sn_install_base.install_base_read * sn_install_base.install_base_write * sn_install_base.install_base_create * sn_install_base.install_base_delete * sn_customerservice.customer_data_viewer * sn_customerservice.case.viewer These roles provide you with more control over administrative tasks related to install base and sold product related entities. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Return Merchandise Authorization features. {#dfrn3-returnmerchandiseauthorization-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Enhancements in the RMA case flow](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&family=zurich&ft:locale=en-US) : Streamline the sales return process by enabling agents to initiate, track, and close RMA cases for install base items directly within the Agent Workspace. It also bridges the gap between self-service and full support. | [ ] ## Removed Between your current release family and Zurich, some Return Merchandise Authorization features or functionality were removed. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization features or functionality were deprecated. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization. {#dfrn3-returnmerchandiseauthorization-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : Install RMA 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=zurich&ft:locale=en-US). Return Merchandise Authorization is available with activation of the RMA Case Management plugin (sn_csm_rma_case). For details, see [Return merchandise authorization](https://www.servicenow.com/docs/access?context=activate-return-merchandise-authorization-plugin&family=zurich&ft:locale=en-US). Important: RMA Case Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-summary__entry__58} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Browser requirements : Starting with the Zurich release, RMA Case Management for Sales Customer Relationship Management doesn't support mobile devices and Internet Explorer. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | [ ] ## Accessibility information Review details on accessibility information for Return Merchandise Authorization, such as specific requirements or compliance levels. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | * Streamline sales return by enabling agents to manage RMA cases in Agent Workspace and bridging self-service with full support. * Handle product cases efficiently to streamline the return process and enhance the customer experience. See [Return Merchandise Authorization](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&family=zurich&ft:locale=en-US) for more information. | [ ]