---
title: Case and Knowledge Management release notes
description: Standardize how you document, interact with, and fulfill employee inquiries and requests using ServiceNow Case and Knowledge Management.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/release-notes/hr-service-delivery-landing-rn.html
release: brazil
topic_type: topic
last_updated: "2026-09-09"
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 Australia, Learn about the Brazil release, Brazil release notes]
---

# Case and Knowledge Management release notes

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**

    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.


-   **[Brazil Early Availability](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/release-notes/hr-service-delivery-rn-2026-09.md)**  
Case and Knowledge Management enhancements and new features in the Brazil release.

**Parent Topic:**[HR Service Delivery release notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/release-notes/hrsd-rn-landing.md)