---
title: Combined Agent Workspace for HR Case Management release notes for upgrades from Yokohama to Australia
description: Consolidated page of all release notes for Agent Workspace for HR Case Management from Yokohama to Australia.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/delta-yokohama-australia/australia-yokohama-agentworkspaceforhrcasemanagement-release-notes.html
release: australia
topic_type: reference
last_updated: "2026-10-09"
reading_time_minutes: 6
breadcrumb: [Products combined by family]
---

# Combined Agent Workspace for HR Case Management release notes for upgrades from Yokohama to Australia

Consolidated page of all release notes for Agent Workspace for HR Case Management from Yokohama to Australia.

## How to use this page

To help you prepare for your upgrade, we have combined the cross-family Agent Workspace for HR Case Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Australia.

**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 Agent Workspace for HR Case Management to Australia

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

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## New features

Between your current release family and Australia, new features were introduced for Agent Workspace for HR Case Management.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

-   **[Survey responses](https://www.servicenow.com/docs/access?context=t_ViewAnHRTask&family=yokohama&ft:locale=en-US)**

View employee responses collected from an employee via the survey form sent through an HR task.


 -   **[Response templates](https://www.servicenow.com/docs/access?context=hr-agent-ws-using-response-template&family=yokohama&ft:locale=en-US)**

Display response templates based on the language preference of selected user.

-   **[Copy a case in Agent Workspace for HR Case Management](https://www.servicenow.com/docs/access?context=copy-case-hr&family=yokohama&ft:locale=en-US)**

Avoid having to fill in the fields of a case manually by creating a copy of a case to auto-populate the case values.

-   **[HR Triaging Dashboard](https://www.servicenow.com/docs/access?context=hr-triaging-dashboard&family=yokohama&ft:locale=en-US)**

View your teams' case assignments based on categories such as priority, HR service, or HR assignment group. Drag a case card from one lane to another to automatically update the priority, HR service, or assignment group of a case.

-   **[HR Walk-up](https://www.servicenow.com/docs/access?context=hr-walkup&family=yokohama&ft:locale=en-US)**

Provide a convenient and efficient way for users to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers.


 -   **[Page configurations](https://www.servicenow.com/docs/access?context=page-configurations&family=yokohama&ft:locale=en-US)**

Configure the layout and functionality of the HR Agent landing page or HR case page. You can preview your settings before implementing them.


 -   **[PDF template preview](https://www.servicenow.com/docs/access?context=hr-agent-ws-create-temp&family=yokohama&ft:locale=en-US)**

Preview a PDF document template attached to an HR case rather than being able to preview only HTML document templates.


 -   **[Link child cases](https://www.servicenow.com/docs/access?context=t_CreateAnHRCase&family=yokohama&ft:locale=en-US)**

Associate child cases to an HR case.


 -   **[Delegation list](https://www.servicenow.com/docs/access?context=hr-agent-ws-lists&family=yokohama&ft:locale=en-US)**

View cases delegated to you or that you have delegated to other HR agents. The Delegation list appears only when you have activated the Granular Delegation \(com.glide.granular\_service\_delegation\) plugin.

-   **[Agent Workspace for HR Case Management contextual side panel](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-context-sidebar&family=yokohama&ft:locale=en-US)**
    -   Apply template values to the HR case without having to fill in values manually.
    -   Download or delete multiple attachments at once.

 -   **[Configure fields for Bulk case request](https://www.servicenow.com/docs/access?context=segment-group-aws&family=yokohama&ft:locale=en-US)**

Configure fields that you want to view in the User segment group form in bulk case request through the Case Creation Configuration form.


</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

-   **[Integration with Contact Center as a Service \(CCaaS\)](https://www.servicenow.com/docs/access?context=enable-hr-icc&family=australia&ft:locale=en-US)**

Implement prebuilt, certified integrations with CCaaS providers using the ServiceNow voice reference architecture. The Interaction Controls Component \(ICC\) feature enables CCaaS providers to display native voice and callback integrations so that HR agents can manage customer calls directly from HR Agent Workspace. HR agents are provided a brief wrap-up period at the end of customer conversations to complete their work before moving on to assist other customers.

-   **[Recommended Actions for HRSD](https://www.servicenow.com/docs/access?context=recommended-actions-hrsd&family=australia&ft:locale=en-US)**

Recommend actions based on the context of the HR case, helping agents resolve case faster.

    -   Lists Knowledge Base articles and similar cases in the context of the current case.
    -   Suggests to add an approval to the case only when an approval is required.
-   **[Case creation configuration](https://www.servicenow.com/docs/access?context=agent-ws-configurable-hr-create-case&family=australia&ft:locale=en-US)**

Enable an HR agent to quickly review the HR profiles of both **subject person** and **opened for** during the case creation process.


 -   **[Advanced Knowledge Editor](https://www.servicenow.com/docs/access?context=advance-knowledge-editor&family=australia&ft:locale=en-US)**

Streamline Knowledge article creation and editing with AI support in an improved, intuitive editor. Leverage AI-powered article optimizations recommendations to improve the knowledge content quality.


</td></tr></tbody>
</table>## Changes

Between your current release family and Australia, some changes were made to existing Agent Workspace for HR Case Management features.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Removed

Between your current release family and Australia, some Agent Workspace for HR Case Management features or functionality were removed.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Deprecations

Between your current release family and Australia, some Agent Workspace for HR Case Management features or functionality were deprecated.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Activation information

Review information on how to activate Agent Workspace for HR Case Management.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

-   **Activation information**

Install Agent Workspace for HR 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=yokohama&ft:locale=en-US).


**Important:** [Agent Workspace for HR Case Management \(Configurable\)](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=yokohama&ft:locale=en-US) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

-   **Activation information**

Install Agent Workspace for HR Case Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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=australia&ft:locale=en-US).


**Important:** [Agent Workspace](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=australia&ft:locale=en-US) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

</td></tr></tbody>
</table>## Additional requirements

If any additional requirements were introduced or changed for Agent Workspace for HR Case Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Browser requirements

If any specific browser requirements were introduced or changed for Agent Workspace for HR Case Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Accessibility information

Review details on accessibility information for Agent Workspace for HR Case Management, such as specific requirements or compliance levels.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Localization information

If there are specific localization considerations for Agent Workspace for HR Case Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Highlight information

If there are specific highlight considerations for Agent Workspace for HR Case Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

-   The HR Triaging Dashboard enables you to review your teams' case assignments through cases displayed as cards. Once you set up a layout for HR services, priorities, or assignment groups, moving of case cards between lanes, auto-updates the HR service, user assignment, or priority of cases.
-   Provide a convenient and efficient way for deskless workers to seek in-person or remote assistance, report issues, and receive guidance from HR agents through designated walk-up centers.

 See [Agent Workspace for HR Case Management \(Configurable\)](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=yokohama&ft:locale=en-US) for more information.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

-   Enable Contact Center as a Service \(CCaaS\) providers to display native voice and callback integrations so that HR agents can manage customer calls directly from HR Agent Workspace.
-   Recommend actions based on the context of the case, helping HR agents resolve HR cases efficiently.

 See [Agent Workspace](https://www.servicenow.com/docs/access?context=agent-ws-hr-case-mgmt-landing-page&family=australia&ft:locale=en-US) for more information.

</td></tr></tbody>
</table>**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/delta-yokohama-australia/rn-combined-intro.md)