---
sourceDocument: Brazil Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/release-notes

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Case and Knowledge Management release notes

# Case and Knowledge Management release notes {#ariaid-title1}

Release version: Brazil  
Updated September 9, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Standardize how you document, interact with, and fulfill employee inquiries and requests using ServiceNow
Case and Knowledge Management.

## About Case and Knowledge Management {#hr-service-delivery-landing-rn__hr-service-delivery-static-about}

* Create, manage, and resolve HR cases efficiently --- Create, manage, and resolve HR cases from a centralized platform for benefits, payroll, and talent acquisition.
* Standardize documentation and service delivery --- Build a searchable knowledge base to standardize HR processes and ensure consistent service delivery.
* Optimize agent productivity --- Equip HR agents with tools to prioritize cases, access knowledge articles, and resolve inquiries faster.
* Route and track requests in real time --- Route employee requests to the right agents based on skills and track case status in real time.
* Leverage AI to improve efficiency --- Use ServiceNow Otto AI to help HR agents and managers handle routine inquiries, suggest knowledge articles, and close cases faster.
{#hr-service-delivery-landing-rn__ul_dwx_b42_nkc}

See for more information.{#hr-service-delivery-landing-rn__hr-service-delivery-static-about-2}

## Activation and other requirements {#hr-service-delivery-landing-rn__hr-service-delivery-static-requirements-activation}

Activation information{#hr-service-delivery-landing-rn__hr-service-delivery-static-activation-info}

:   Activate Human Resources Scoped App: Core \[com.sn_hr_core\] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

    {#hr-service-delivery-landing-rn__hr-service-delivery-static-requirements-info-1}
{#hr-service-delivery-landing-rn__hr-service-delivery-static-requirements-info-1}{#hr-service-delivery-landing-rn__hr-service-delivery-static-activation-details}
* **[Brazil Early Availability](https://servicenow-prod.fluidtopics.net/k7opD4vXv_0kvFHE55p1ZQ)**   
  Case and Knowledge Management enhancements and new features in the Brazil release.