---
sourceDocument: Zurich Release Notes
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/release-notes

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Customer Service Problem Management release notes

# Customer Service Problem Management release notes {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
The ServiceNow®
Customer Service Problem Management application helps customer to identify and resolve service problems. Automatically suggests relevant diagnostic tests, as configured by admin, to check the service quality and
troubleshoot the problem effectively. After identifying the root cause, the application helps generate a repair task based on the test outcomes, leading to a successful resolution. Customer Service Problem Management was enhanced and updated in the Zurich release.

## Customer Service Problem Management highlights for the Zurich release {#customer-service-problem-management-rn__customer-service-problem-management-highlights}

* Run the diagnostics from the contextual panel in the Customer Service Problem Management playbook.
* As an agent, use the Test group to help group test definitions. The Test group contains multiple test definitions.
* Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table.
{#customer-service-problem-management-rn__ul_jcv_pxv_rfc}

See [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US), [Setting up a test group](https://www.servicenow.com/docs/access?context=setting-test-group&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US), and [Setting up test definitions](https://www.servicenow.com/docs/access?context=settingup-test-specifications&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US) for more information.{#customer-service-problem-management-rn__customer-service-problem-management-highlights-2}
Important:  
Customer Service Problem Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

## Customer Service Problem Management features {#customer-service-problem-management-rn__customer-service-problem-management-new-features}

[Components installed with Customer Service Problem Management](https://www.servicenow.com/docs/access?context=spm-components&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US)
:   The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Service Problem Management without requiring the full admin role.

[Setting up a test group](https://www.servicenow.com/docs/access?context=setting-test-group&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US)
:   Enables the system to trigger the required tests for service problem cases, incidents, and change request, helping to identify the root cause of the problem. Test group includes test definitions.

[Diagnose and resolve a service problem case](https://www.servicenow.com/docs/access?context=work-on-service-problem-case&version=zurich&pubname=zurich-proactive-service-exp-workflows&ft:locale=en-US)
:   Review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer.

## UI changes {#customer-service-problem-management-rn__customer-service-problem-management-rn-ui-changes}

Coral theme
:   Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.

## Activation information {#customer-service-problem-management-rn__customer-service-problem-management-activation}

Install Customer Service Problem Management and Service Test Management by requesting it from the ServiceNow® Store.{#customer-service-problem-management-rn__customer-service-problem-management-activation-1}

## Accessibility information {#customer-service-problem-management-rn__customer-service-problem-management-rn-accessibility}

Dark theme
:   The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.

## Related ServiceNow applications and features {#customer-service-problem-management-rn__customer-service-problem-management-related-apps}

[Incident Management](https://www.servicenow.com/docs/access?context=c_IncidentManagement&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US)
:   ServiceNow®
    Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality. You can record an incident and track it through the entire incident life cycle until
    service is restored and the issue is resolved.

[Change Management](https://www.servicenow.com/docs/access?context=c_ITILChangeManagement&version=zurich&pubname=zurich-it-service-management&ft:locale=en-US)
:   The ServiceNow®
    Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to the business operations.

[Process Mining](https://www.servicenow.com/docs/access?context=process-mining&version=zurich&pubname=zurich-now-intelligence&ft:locale=en-US)
:   ServiceNow®
    Process Mining helps analysts and process owners quickly analyze and optimize their business processes. Create automated business process flows from your data that enable you to monitor and more quickly
    discover inefficiencies in your processes.

[Sales Customer Relationship Management](https://www.servicenow.com/docs/access?context=order-mgt-overview&version=zurich&pubname=zurich-order-management&ft:locale=en-US)
:   Learn how you can use the ServiceNow®
    Sales Customer Relationship Management (Sales CRM) applications to manage the product sales life cycle in your organization. Your agents can use these applications to generate pre-sales leads and opportunities, provide sales
    quotes, capture and fulfill orders, work with contracts and entitlements, and manage the customer order workflow for changes.