Combined Case and Knowledge Management 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 Case and Knowledge Management Release Notes for Upgrades from Yokohama to Zurich

    This consolidated guide helps ServiceNow customers prepare for upgrades of Case and Knowledge Management from the Yokohama release family to Zurich. It summarizes new features, changes, deprecations, and important upgrade considerations across these releases, focusing on practical information for smooth transitions and enhanced capabilities.

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    New Features

    • Yokohama Release:
      • HR Benchmarks: Enables comparison of your HR KPIs against global benchmarks by industry, size, or region. This helps you gain insights to improve organizational performance.
      • Employee Passport: Facilitates the transfer and tracking of employee data across departments and ServiceNow instances, supporting compliance and regulatory requirements.
      • Survey Responses: Allows viewing of employee responses collected through HR surveys directly linked to HR cases, enhancing feedback visibility.
      • Personal Data Rights in HR Service Delivery: Supports employee and alumni requests for personal data reports, with approval workflows to ensure GDPR compliance and audit readiness. HR agents can manage approvals and generate reports using Real-Time Business Intelligence configurations.
    • Zurich Release: No new features introduced.

    Changes

    • No changes were made to Case and Knowledge Management features between Yokohama and Zurich releases.

    Removed Features

    • No features or functionalities were removed in this upgrade path.

    Deprecations

    • Yokohama Release: The CTI Demo Data for HRSD (com.snhrctidemo) plugin is deprecated; customers are encouraged to use Workflow Studio instead.
    • Zurich Release: No additional deprecations.

    Activation and Requirements

    • Activation: Case and Knowledge Management is enabled as part of the Human Resources Scoped App: Core [com.snhrcore] activation.
    • Additional Requirements and Browser Compatibility: No new requirements or browser changes were introduced between these releases.

    Accessibility, Localization, and Highlight Information

    • No updates or changes related to accessibility, localization, or highlight considerations were noted between Yokohama and Zurich.
    • HR Benchmarks in Yokohama provide immediate visibility into KPIs and trends relative to industry peers and top performers, supporting performance management.

    Practical Benefits for ServiceNow Customers

    Upgrading from Yokohama to Zurich ensures continued access to key HR and case management features with no disruptive changes. Customers benefit from enhanced HR benchmarking and employee data management capabilities introduced in Yokohama, with ongoing compliance support for personal data rights. The deprecation of legacy plugins encourages adoption of modern workflow tools. Preparation for upgrade should include reviewing pre- and post-upgrade tasks to maintain smooth operations.

    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.

    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.

    Release Release notes

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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.