Combined Now Assist for HR Service Delivery (HRSD) release notes for upgrades from Vancouver to Zurich

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Now Assist for HR Service Delivery (HRSD) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Vancouver 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 Now Assist for HR Service Delivery (HRSD) to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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 Now Assist for HR Service Delivery (HRSD).

Release

Release notes

Vancouver

No updates for this release.

Washington DC

Generate the resolution notes

Generate and update the case resolution notes through generative AI. The resolution notes provide a summary of the steps that were taken to resolve the case.
Require your agents to write a minimum of 200 words on the case so that generative AI generates the resolution notes automatically.

Summarize the chat history

Pre-populate the information in the Short Description and Description fields through generative AI when your agent creates a case during a chat interaction.

Summarize actions while transferring an HR case

Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, your agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.

Submit an HR request with Gen AI Virtual Agent

Enable your requesters to have a streamlined, conversational experience that is based on generative AI as they submit a catalog item request in Virtual Agent. By offering this generative AI experience, your organization can increase self-service and reduce your operating costs.

Xanadu

No updates for this release.

Yokohama

Yokohama Patch 6

Resolve HR cases agentic workflow: Generate a step-wise fulfillment plan for an HR case by selecting the Generate Plan button on the HR Case. HR agents can add prompts to further refine the AI generated fulfillment plan before the plan is published to the work notes of the case.

Growth Conversations agentic workflow: Use the new growth conversations workflow to streamline your employee growth discussions in Career Conversations.

New third-party AI model provider options available for all Now Assist applications: Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.

Generate a knowledge article: Create a copy of the KB generation skill to create custom templates that are based on your organization's requirements. When a skill copy is activated, the main skill is automatically deactivated.

Generate an email reply recommendation by using Now Assist for HR Service Delivery (HRSD): View the list of KB articles, related records, and current records that are used to generate email reply recommendations.
Generate onboarding ramp-up plan agentic workflow: Simplify employee onboarding with AI agents that gather inputs, structure tasks, enable manager review, and deliver personalized onboarding plans.

Yokohama Patch 3

Resolve HR cases agentic workflow

Use the Resolve noncritical HR cases agentic workflow for faster mean time to repair (MTTR) cases, automate the resolution of routine employee inquiries, and reduce the costs for HR operations organizers.

Table 1. Available agentic workflows
Agentic workflow	Description
Resolve noncritical HR cases	AI agents detect criticality and retrieve relevant knowledge-based responses to automate the resolution of employee queries.

Access knowledge from internal and external content sources

Find reliable answers to HR management queries from multiple data sources, including the research and articles from The Josh Bersin Company, with attribution to each source.

Override sensitivity detection false positives

Proceed with the interaction when the virtual agent incorrectly identifies a phrase as containing sensitive information.

Create a growth conversation with the help of an agent in Now Assist

As a manager, use the growth conversations preparation AI agent to schedule and prepare for employee growth discussions. The agent provides a clear summary of employee activity and career journey, with data-driven talking points to make conversations more focused and impactful.

Note:

This feature is available when you have both Now Assist for HR Service Delivery (HRSD), which will install Now Assist for Talent and HR Talent AI Agent Collection

Yokohama Patch 1

Help resolve tuition requests agentic workflow

Use the Resolve policy use case for faster mean time to repair (MTTR) cases that require validation that is based on the policies that are built for tuition reimbursement.

Table 2. Available AI agents use case
AI agent use case	Description
Resolve policy for tuition reimbursement	AI agents resolve tuition reimbursement requests by connecting to various parties (for example, the manager for approval) and resolving the case, while keeping the human agent in the loop.

Yokohama Early Availability

Now Assist for HRSD Virtual Agent topics: Use the Now Assist for HR Service Delivery (HRSD) Virtual Agent topics to place employee requests in the HCM system. Examples of requests are when an employee requests time off or updates their personal details.
Use Knowledge Graph: Create and manage personalized knowledge models as Knowledge Graph schemas that are represented as nodes, edges, and their properties. Virtual Agent uses the assigned Knowledge Graph schema to resolve employee requests and queries.
Create a journey using Now Assist: Create Journey Accelerator plans by entering prompts to Virtual Agent without having to manually create lists and forms.

Zurich

Zurich Patch 4

Predict service and transfer HR cases agentic workflow: Analyze an HR case and automatically route it to the most appropriate HR service with the predict service and transfer HR cases agentic workflow.
Resolve noncritical HR cases agentic workflow: Use the resolve noncritical HR cases agentic workflow to assess the criticality of HR cases, and automatically respond to non-critical inquiries without human intervention. Human agent intervention is required when the request is identified as critical.
Resolve critical HR case agentic workflow: Resolve critical HR requests efficiently with the resolve critical HR case agentic workflow. This workflow generates a tailored fulfillment plan for an HR case using fulfillment instructions, KB articles, or resolution notes of similar past cases. It helps accelerate the resolution process by providing planning support to HR agents.
Summarize an ER case: Use the ER case summarization skill to obtain a comprehensive overview of the ER case, which includes key details such as allegations, evidences, and interviews.
Help resolve tuition reimbursement requests agentic workflow: Use the Policy based HR evaluator skill to automatically compare employee tuition reimbursement submissions against company policies and return a decision of approval, denial, or request for additional information.
HR Voice AI agents: Help employees handle self-service HR issues, such as creating cases, checking case status, and requesting time off, using real-time voice interactions with HR Voice AI agents. With advanced speech-to-text and text-to-speech capabilities, configurable caller authentication, and seamless integration with Contact Center as a Service (CCaaS) providers, such as Twilio and Genesys, the agents can deliver an efficient and personalized experience for employees.

Zurich Patch 2

Collect employee feedback with the help of an agent in Now Assist: As a manager, collect feedback from employees with the help from an agent in Now Assist. Identify which colleagues to request feedback from through Talent Development applications, journeys, and interaction patterns in Microsoft. Send, track, and manage feedback requests with built-in reminders. Leverage existing to-dos to send and manage feedback requests seamlessly.

Create a growth conversation with the help of an agent in Now Assist: As a manager, use the growth conversations preparation AI agent to schedule and prepare for employee growth discussions. The agent provides a clear summary of employee activity and career journey as well as data-driven talking points for focused and impactful conversations.
Note:
This feature is available when you have both Now Assist for HR Service Delivery (HRSD), which installs Now Assist for Talent and HR Talent AI Agent Collection.

Zurich Patch 1

Security for AI agents: Enable security settings to run AI agents and agentic workflows by using ACLs and user identities. You can configure and manage the ACLs in AI Agent Studio.
HCM AI agents: Use AI agents to enable employees to place requests to the HCM system, such as apply for time off or update details.
Resolve HR cases agentic workflow: Generate a fulfillment plan in a series of steps for an HR case by selecting the Generate Plan button on the HR case. HR agents can add prompts to further refine the AI-generated fulfillment plan before the plan is published to the work notes of the case.
HR case sentiment analysis: Prioritize cases by the sentiment score and monitor sentiment trends over time. HR agents can review a brief summary to understand the reasoning for the sentiment score for each HR case.
Schedule interviews agentic workflow: Use AI agents to automate the interview scheduling process from the Now Assist panel and use the inputs from recruiters or recruitment coordinators to send out interview invites.

Generate onboarding ramp-up agentic workflow: Accelerate onboarding with the generate onboarding ramp-up plan agentic workflow, which creates personalized and team-specific plans for every new hire. Powered by AI agents, it tailors learning paths, team tasks, and 1:1 introductions to help employees ramp up fast, build stronger connections, and reach productivity quickly.
Resolve noncritical HR cases agentic workflow: Evaluate case criticality and retrieve relevant knowledge articles to resolve HR cases, minimizing the need for agent intervention. Generate a fulfillment plan for an HR case, which helps resolve the HR case fast.

Zurich Early Availability

New third-party AI model provider options available for all Now Assist applications: Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
Create job requisition using AI: Use AI agents to automate the process for creating a job requisition from the Virtual Agent chat window by using the inputs from your hiring managers.

Changes

Between your current release family and Zurich, some changes were made to existing Now Assist for HR Service Delivery (HRSD) features.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 11 Changes to Now Assist usage measurement Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic. Some Now Assist skills are now turned on by default The new default behavior works as follows: New customers: When you install a Now Assist product, designated skills are turned on automatically. Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. Yokohama Patch 6 Flow name The Resolve noncritical HR cases flow has been renamed to Resolve HR cases flow.
Zurich	Zurich Patch 5 Changes to Now Assist usage measurement Zurich Patch 4 Functional change The Resolve HR cases agentic flow has been broken down into three agentic flows: Predict service and transfer HR cases agentic workflow Resolve noncritical HR cases agentic workflow Resolve critical HR case agentic workflow Zurich Patch 1 Flow name The Resolve noncritical HR cases flow has been renamed to Resolve HR cases flow.

Removed

Between your current release family and Zurich, some Now Assist for HR Service Delivery (HRSD) features or functionality were removed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Now Assist for HR Service Delivery (HRSD) features or functionality were deprecated.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate Now Assist for HR Service Delivery (HRSD).


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Install Now Assist for HRSD by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.
Xanadu	No updates for this release.
Yokohama	Install Now Assist for HRSD by requesting it from ServiceNow Store.
Zurich	Install Now Assist for HRSD by requesting it from the ServiceNow Store.

Additional requirements

If any additional requirements were introduced or changed for Now Assist for HR Service Delivery (HRSD) we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Now Assist for HR Service Delivery (HRSD) we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for Now Assist for HR Service Delivery (HRSD), such as specific requirements or compliance levels.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Localization information

If there are specific localization considerations for Now Assist for HR Service Delivery (HRSD) we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for Now Assist for HR Service Delivery (HRSD) we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Enable your agents to provide higher levels of service to their customers by using the generative AI skills and capabilities that are offered by Now Assist for HRSD. See Now Assist for HR Service Delivery (HRSD) for more information.
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 11 Review changes to Now Assist usage measurement. Some Now Assist skills, agents, and agentic workflows are on by default. Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Yokohama Patch 6 Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. Create a copy of the KB generation skill to create custom templates. View the list of sources that are used to generate an email reply recommendation. Select citations to view the source articles and industry research from Galileo AI Assistant for HR. Leverage an AI agent to generate a step-wise fulfillment plan for an HR case from both Core UI and Agent Workspace for HR Case Management. Make career conversations easy to create and track using the growth conversations agentic workflow. Yokohama Patch 3 Automate the resolution of routine employee inquiries by using the Resolve noncritical HR cases agentic workflow. Receive research-backed responses to HR management queries that are sourced from both internal knowledge bases and The Josh Bersin content library. Use the new Growth & Performance AI agents to streamline your employee growth discussions in Career Conversations. Yokohama Patch 1: Improve agent productivity by managing long-running cases with the Triage cases AI agent. Yokohama Early Availability Use the new Virtual Agent topics to place employee requests in the Human Capital Management (HCM) system. Use Knowledge Graph to create personalized knowledge models in the form of Knowledge Graph schemas. Create Journey Accelerator plans by using Now Assist for HRSD in Journey designer. See Now Assist for HR Service Delivery (HRSD) for more information.
Zurich	Zurich Patch 5 Review changes to Now Assist usage measurement. Zurich Patch 4 Use voice AI agents to enable employees to use self-service tools and create HR cases over the phone. Use AI agents to predict the relevant HR service for an HR case and automatically transfer the case to the predicted HR service. Use AI agents to analyze criticality of an HR case and use existing knowledge articles and catalog items for resolving a noncritical case. Use AI agents to assist with processing tuition reimbursement requests based on submitted course information and company policies found in knowledge articles. Leverage AI agents to generate fulfillment plans for critical HR cases from both Core UI and Agent Workspace for HR Case Management. Review ER case context quickly by using the ER case summarization skill from both Core UI and Agent Workspace for HR Case Management. Zurich Patch 1 Implement security in Now Assist AI agents with access control lists (ACLs). Use AI agents to place requests to the Human Capital Management (HCM) system. Leverage an AI agent to generate a fulfillment plan in a series of steps for an HR case from both Core UI and Agent Workspace for HR Case Management. Leverage AI agents to collect the necessary inputs from the recruiters and schedule interviews seamlessly. Simplify employee onboarding with AI agents that gather inputs, structure tasks, enable manager review, and deliver personalized onboarding plans. Zurich Early Availability Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. See Now Assist for HR Service Delivery (HRSD) for more information.