--- 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 Return Merchandise Authorization release notes for upgrades from Yokohama to Zurich # Combined Return Merchandise Authorization 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 Return Merchandise Authorization release notes for upgrades from Yokohama to Zurich This consolidated release notes document provides ServiceNow customers with essential information about upgrading the Return Merchandise Authorization (RMA) capabilities from the Yokohama release to the Zurich release. It highlights new features, changes, activation procedures, and important considerations to ensure a smooth upgrade experience. Show full answer Show less ## New Features * **Return Merchandise Authorization (Zurich):** Enables customers to create cases for defective products within a specified warranty period, streamlining the return process. * **Granular Roles in Install Base Management:** Introduces multiple new roles (read, write, create, delete, customer data viewer, case viewer) that work alongside the existing `sninstallbase.installbaseadmin` role. These roles provide finer control over administrative tasks related to install base and sold product entities, enhancing security and role management. ## Changes * **RMA Case Flow Enhancements:** Agents can now initiate, track, and close RMA cases for install base items directly within the Agent Workspace. This integration improves efficiency by bridging self-service capabilities with full support, thus streamlining the sales return process. ## Activation Information To activate Return Merchandise Authorization functionality in Zurich: * Request installation of the **RMA Case Management plugin (sncsmrmacase)** from the ServiceNow Store. * Visit the ServiceNow Store website to view available apps and submit activation requests. * Refer to the ServiceNow Store version history for cumulative release notes. ## Browser Requirements Starting with Zurich, RMA Case Management for Sales Customer Relationship Management: * Does not support mobile devices. * Does not support Internet Explorer. ## Summary of Other Sections * No updates or changes were noted for Yokohama in any section. * No features or functionality were removed or deprecated between Yokohama and Zurich. * No additional requirements, accessibility information, or localization changes were introduced. ## Key Outcomes * Improved control over install base management through granular roles enhances administrative security and flexibility. * Enhanced RMA case management integrated into Agent Workspace streamlines the return merchandise process and improves customer experience. * Activation through the ServiceNow Store allows customers to seamlessly enable RMA capabilities in Zurich. * Awareness of browser support limitations helps customers plan user access accordingly. Consolidated page of all release notes for Return Merchandise Authorization from Yokohama 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 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 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__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 Return Merchandise Authorization features or functionality were deprecated. {#dfrn3-returnmerchandiseauthorization-summary__entry__26} | Release | Release notes | |-|-| | 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__32} | Release | Release notes | |-|-| | 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__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 Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-summary__entry__44} | Release | Release notes | |-|-| | 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__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 Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-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 Return Merchandise Authorization we have noted them here. {#dfrn3-returnmerchandiseauthorization-summary__entry__62} | Release | Release notes | |-|-| | 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. | [ ]