Case and Knowledge Management release notes
Release version: Brazil
Updated September 9, 2026
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
- 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.
See for more information.
Activation and other requirements
- Activation information
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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.