--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined Case and Knowledge Management release notes for upgrades from Yokohama to Zurich # Combined Case and Knowledge Management release notes for upgrades from Yokohama 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 Case and Knowledge Management release notes for upgrades from Yokohama to Zurich This consolidated release notes document guides ServiceNow customers upgrading Case and Knowledge Management from the Yokohama release family to Zurich. It compiles all relevant updates, including new features, changes, deprecations, and activation instructions, to help you prepare and execute your upgrade smoothly. Show full answer Show less ## New Features * **Yokohama Release Additions:** * **HR Benchmarks:** Enables comparison of your organization's key performance indicators (KPIs) with global benchmarks by industry, size, and region, supporting performance improvements through actionable recommendations. * **Employee Passport:** Facilitates the transfer and availability of employee profile data (employment history, progression) across departments, agencies, and ServiceNow instances, improving data tracking and compliance. * **Survey Responses:** Allows viewing of employee survey responses directly from HR cases, enhancing insight into employee feedback collected via HR tasks. * **Personal Data Rights in HR Service Delivery:** Empowers employees and alumni to request personal information reports and manage visibility of their data, with an approval workflow aligned to GDPR compliance. HR agents can oversee approvals and generate reports using Real-Time Business Intelligence (RTBI) from the Data Classification plugin. * **Zurich Release:** No new features were introduced for Case and Knowledge Management. ## Changes * No changes to existing Case and Knowledge Management features were made in either Yokohama or Zurich releases. ## Deprecated Features * **Yokohama:** The CTI Demo Data for HRSD plugin (com.snhrctidemo) is deprecated. Customers should transition to using Workflow Studio. * **Zurich:** No deprecations for Case and Knowledge Management. ## Activation and Requirements * Case and Knowledge Management is activated as part of the Human Resources Scoped App: Core (com.snhrcore) in Yokohama and remains so in Zurich. * There are no additional requirements, browser changes, accessibility updates, or localization considerations noted between Yokohama and Zurich for this capability. ## Practical Implications for ServiceNow Customers When upgrading from Yokohama to Zurich, you can expect no new feature changes or removals impacting Case and Knowledge Management, simplifying upgrade planning. The key Yokohama features---especially around HR benchmarks, employee data portability, survey response visibility, and GDPR-compliant personal data management---remain foundational capabilities. The deprecation of the CTI Demo Data plugin signals a shift towards Workflow Studio, so plan accordingly for telephony integrations. Following the pre- and post-upgrade tasks and verifying activation of the Human Resources Scoped App will ensure continuous Case and Knowledge Management functionality. No additional browser or compliance updates mean a stable user experience post-upgrade. Consolidated page of all release notes for Case and Knowledge Management from Yokohama 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 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 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__20} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__32} | Release | Release notes | |-|-| | 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__38} | 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 Case and Knowledge Management we have noted them here. {#dfrn3-caseandknowledgemanagement-summary__entry__44} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__56} | Release | Release notes | |-|-| | 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__62} | Release | Release notes | |-|-| | 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. | [ ]