Combined Benchmarks release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated July 20, 2026
  • 3 minutes to read
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    Summary of Combined Benchmarks Release Notes for Upgrades from Yokohama to Zurich

    This consolidated guide provides essential information for ServiceNow customers upgrading Benchmarks from the Yokohama release family to Zurich. It combines release notes to highlight new features, changes, and other relevant details to help you prepare and execute your upgrade smoothly.

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    New Features

    • Yokohama Release: Introduced several new Key Performance Indicators (KPIs) for Benchmarks, enhancing visibility into productivity and self-service effectiveness:
      • Now Assist Knowledge Articles KPI: Tracks the number of knowledge base articles created using Now Assist within a set period, available under Productivity moments.
      • HRSM Benchmarking: Enables performance evaluation against peers for Human Resource Service Management indicators.
      • Call Deflection KPIs: Measures incidents created via Proactive Engagement and Digital End-User Experience self-service.
      • Self-Solved Percentage KPI: Reflects issue resolutions performed through Digital End-User Experience channels such as Desktop Assistant, Now Assist panel, and Employee portal.
    • Zurich Release: No new features were introduced for Benchmarks.

    Changes, Removals, and Deprecations

    • No changes, removals, or deprecations were reported for Benchmarks between Yokohama and Zurich.

    Activation and Installation

    • Benchmarks Activation: Benchmarks is an AI Platform feature active by default.
    • Yokohama Release: The new Benchmarks dashboard is automatically installed with Yokohama and is accessible via the ServiceNow Store.
    • Zurich Release: No updates regarding activation or installation.

    Additional Requirements and Compatibility

    • No new additional requirements, browser requirements, accessibility, or localization considerations were introduced or changed for Benchmarks in either release.

    Key Outcomes for ServiceNow Customers

    • Gain enhanced insights into your service management performance with new KPIs introduced in Yokohama, particularly around Now Assist usage and HRSM benchmarking.
    • Maintain continuity and stability during the upgrade to Zurich, as no features were removed or deprecated and no changes affect existing functionality.
    • Benefit from a streamlined upgrade process with Benchmarks being active by default and dashboards pre-installed in Yokohama, ensuring immediate availability post-upgrade.

    Consolidated page of all release notes for Benchmarks from Yokohama 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 Yokohama 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.

    Release Release notes

    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.

    Release Release notes

    Yokohama
    • 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.
    • 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.

    Zurich

    		 No updates for this release.

    Changes

    Between your current release family and Zurich, some changes were made to existing Benchmarks features.

    Release Release notes

    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.

    Release Release notes

    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.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Activation information

    Review information on how to activate Benchmarks.

    Release Release notes

    Yokohama

    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.

    Zurich

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for Benchmarks we have noted them here.

    Release Release notes

    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.

    Release Release notes

    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.

    Release Release notes

    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.

    Release Release notes

    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.

    Release Release notes

    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 Benchmarks for more information.

    Zurich

    		 No updates for this release.