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Human-Centered Service in an AI-Driven World: Zurich Release Highlights for Customer Service Management
We are over halfway through 2025, and the AI wave isn’t slowing down. Organizations are under pressure to automate and scale—fast. But while AI tools promise efficiency, the real challenge is making sure your people aren’t left behind. Customer service teams are being asked to do more with less: resolve faster, personalize deeper, and stay compliant—all while navigating new technologies.
The Zurich release for ServiceNow Customer Service Management (CSM) is designed not only for helping organizations scale with automation but also for enabling your human workforce to thrive. These five new features help reduce costs, streamline operations, and empower agents and admins to deliver exceptional service. Read on to learn more about:
- Task plan templates
- Record Producer on Configurable Workspace
- Customer history component
- Data classification
- Declarative framework enhancements
Task Plan Templates
When handling complex cases—like onboarding a new wealth management client—agents often face a maze of tasks. These tasks vary by product, region, and regulation, and keeping them organized is a constant struggle. Zurich introduces Task Plan Templates to bring structure and speed to this process.
With predefined templates that auto-apply based on case conditions, agents no longer must guess what comes next. Process owners can quickly adapt workflows to changing rules, and everyone gains visibility into task hierarchies with parent-child structures. This means faster case resolution, fewer errors, and more consistent service—especially in industries where compliance and precision matter most.
Record Producer in CSM Configurable Workspace
Creating a new case should be seamless, but for many agents, it’s a repetitive chore. They’re forced to recreate intake flows across different service definitions, leading to duplicated effort and inconsistent experiences. Zurich solves this by allowing agents to launch record producers directly from the CSM service selector in the Configurable Workspace.
This integration means admins can reuse portal intake processes without rebuilding them, and agents can create cases faster using familiar service definitions. The result is a unified intake experience for both customers and agents, reduced admin overhead, and a smoother path from issue to resolution.
Customer History Component
Customers want personalized service—but when customer history is scattered across tabs and buried in cases, agents struggle to find the right information fast to tailor their solution to the customer. Before Zurich, agents would wade through multiple clicks in multiple sections to find the customer history, making it inefficient and infrequently used. Zurich’s new Customer History component brings clarity and context right into the agent’s workspace.
Now, agents can view all customer activity—actor-related and non-actor-related—in a single, searchable timeline. They can filter by type or date, refresh data dynamically, and even customize the UI to fit their workflow. They can even configure milestones, icons, and branding.
By building Customer History as an independent, reuseable, and responsive component with in-line filtering and search functionality, toggleable facet versus filter view, a customizer UI, step-by-step guided set up for quick and consistent configuration, and dynamic refresh to ensure data is up to date, this delivers key information to agents to deliver personalized customer service. This also reduces cognitive load, speeds up resolution, and helps ensures every interaction is informed by the full customer journey. It takes personalizes service from a promise to a practice.
Data Classification
For platform admins, classifying sensitive customer data across hundreds of fields can be overwhelming. Particularly in CSM, there’s a huge number of tables and fields that can hold confidential information and Personally Identifiable Information (PII) about end customers. ServiceNow platform owners need to make sure they are protecting customer data appropriately, and especially in the context of data privacy rights, ensuring compliance with regulations.
However, for an individual administrator to classify every field in CSM data foundation on their own would not only be time consuming, but also quite difficult without a full understanding of each individual field. Zurich introduces a CSM Data Privacy store app that simplifies this critical task and helps identify, categorize and secure sensitive CSM data.
With out-of-the-box templates and integration with ServiceNow Vault, admins can quickly apply privacy controls to the right data classes. This reduces time-to-value, ensures compliance with evolving regulations, and protects customer trust. It’s a smarter, and more scalable way to manage data governance without sacrificing accuracy.
Declarative Framework Enhancements
Managing access across diverse user relationships—internal teams, external partners, account managers—used to require custom scripting and manual configuration. While the concept of responsibility access configurations had been introduced in earlier releases, we removed the ability to edit them in Yokohama to address some security needs and additional enhancements.
Zurich changes that with enhanced UI-based responsibility access configurations. Responsibility access configurations are now editable in Zurich, with an initial focus on account team member access configurations.
Admins can now set and view access controls through an intuitive interface, using filters and table mappings to model complex relationships. This makes it easier to scale access management as your entire CRM grows, reduces the need for customization, and ensures the right people have the right access at the right time. It’s a powerful step toward secure, flexible service operations.
The Zurich release is built for organizations that understand the future of customer service isn’t just AI—it’s AI that works for people. It’s about giving your teams the tools they need to be faster, smarter, and more connected, without losing the human touch.
To explore all the updates and dive deeper into each feature, check out the full release notes here.
