Case and Knowledge Management release notes
The ServiceNow® Case and Knowledge Management application enables you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and services over time. Case and Knowledge Management was enhanced and updated in the Australia release.
About Case and Knowledge Management
- Restrict access to HR data with Granular admin roles in Case and Knowledge Management.
- Find users who can access HR cases in an instance based on COE security policies, using the COE Security Diagnostics tool.
See Case and Knowledge Management for more information.
Activation and other requirements
- Activation information
Case and Knowledge Management is available with activation of the Human Resources Scoped app: Core [com.sn_hr_core]. See Activate Case and Knowledge Management for more information.
Australia
The ServiceNow® Case and Knowledge Management application enables you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, which helps to improve HR efficiency and services over time. Case and Knowledge Management was enhanced and updated in the Australia release.
What's new
- Granular roles
- Provide tighter security to HR data using the granular admin roles in Case and Knowledge Management.
- Use COE Security Diagnostics
- Enable HR administrators to determine which users have access to HR cases within an instance based on COE security policies. HR administrators can also review the specific COE security policies that restrict user access.
- ER Consolidated List in HR Agent Workspace
- Get a holistic view of all related tables for all the ER cases using the ER cases consolidated view in the Employee relations dashboard.