---
title: Case and Knowledge Management release notes
description: 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.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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/release-notes/hr-ckm-rn.html
release: australia
topic_type: topic
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [HR Service Delivery release notes, Employee Service Management release notes, Features and changes by product, Release notes for upgrading from Zurich, Learn about the Australia release, Australia release notes]
---

# 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/employee-service-management/case-knowledge-management-landing-page.md) 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/employee-service-management/activate-case-and-knowledge-management-scoped.md) for more information.


**Parent Topic:**[HR Service Delivery release notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/release-notes/hr-service-delivery-landing.md)

## 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/employee-service-management/components-installed-with-case-and-knowledge-management.md)**

    Provide tighter security to HR data using the granular admin roles in Case and Knowledge Management.

-   **[Use COE Security Diagnostics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/employee-service-management/coe-diagnostics-tool.md)**

    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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/employee-service-management/hr-er-dashboards.md)**

    Get a holistic view of all related tables for all the ER cases using the ER cases consolidated view in the Employee relations dashboard.