Case Playbook for Onboarding release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Case Playbook for Onboarding release notes

    The Case Playbook for Onboarding is a ServiceNow Store application designed to streamline and manage the customer onboarding process within Customer Service Management (CSM). It provides an end-to-end lifecycle for onboarding tasks, supporting agents in managing new customer enrollments and product introductions efficiently.

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    Key Features and Enhancements

    • Process Automation and User Interface Improvements: Introduction of a Process Automation Designer (PAD) for better visibility of customer interaction points, enhanced process page variants with email integration, and a new process-based page variant featuring a horizontal stage picker for clear onboarding progress tracking.
    • Unified Role Support: Support for Unified Consumer roles allowing a single user to act as a B2B contact or B2C consumer based on the portal used (CSM or CSP).
    • Configurable Workspace Integration: Playbook support within the CSM Configurable Workspace enabling agents to update records and complete tasks with a simplified UI, including compact and focused views for better task management.
    • Security Enhancements: Multiple releases include security improvements to query access controls and minor security defect fixes to protect sensitive onboarding data.
    • Customization and Admin Control: Addition of granular admin roles and flexibility to customize approval flow start and end states.
    • Dynamic Related Records and Activity Stream: Playbook-specific related records and activity streams available in the contextual side panel to reduce context switching for agents.

    Practical Benefits for ServiceNow Customers

    • Agents gain a structured, guided experience that increases efficiency and accuracy during customer onboarding.
    • Improved visibility into onboarding stages and activities helps in proactive management and reduces delays.
    • Enhanced security controls ensure compliance and protect customer information throughout the onboarding lifecycle.
    • Integration with CSM Configurable Workspace offers a seamless agent experience with easy access to case details and related records.
    • Flexibility for organizations to tailor the onboarding process and roles to their specific business needs.

    What to Expect

    Customers implementing the Case Playbook for Onboarding can expect continuous improvements through regular updates addressing usability, security, and integration with evolving ServiceNow CSM capabilities. The playbook enables a comprehensive and customizable onboarding workflow that supports both B2B and B2C customer scenarios, enhancing overall customer service delivery and operational efficiency.

    Version history for the Customer Service Management Case Playbook for Onboarding on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 8.3.0 - June 2026
    Fixed: Security enhancements to query access controls for Onboarding Case
    Version 8.2.0 - March 2026
    Changed: Enabled a single user to seamlessly act as either a B2B Contact or a B2C Consumer in Onboarding Cases based on the portal they access (CSM or CSP).
    Version 8.1.0 - December 2025
    • New: Contains new granular admin roles.
    • Fixed: Contains minor security defect fixes.
    Version 8.0.1 - August 2025
    Contains minor bug fixes.
    Version 7.2.0 - February 2025
    This version of Case Playbook for Onboarding includes minor bug fixes.
    Version 7.1.1 - September 2024
    • Minor security improvements
    • Minor bug fixes
    Version 7.1.0 - May 2024
    This version of Case Playbook for Onboarding includes support for the Unified Consumer role.
    Version 7.0.2 - March 2024
    Minor security improvements and other fixes.
    Version 7.0.1 - February 2024

    This version includes changes to the Case Playbook for Onboarding with a new Process Automation Designer, exposing areas of the onboarding process that require customer interaction on the Customer Service Management Portal.

    Version 6.1.0 - November 2023
    • This version of Case Playbook for Onboarding includes improvements to the process page variants. Changes include:
      • Added support for the Email tab in the Activity Stream.
      • Support for email templates on Process Page templates and variants in the contextual side panel.
      • Support for customization of the start and end states of the approval flow.
    Version 6.0.0 - August 2023
    This version of Playbooks for Customer Service Management includes improvements to the process page variants. Changes include:
    • Ability to add optional activities
    • Edit case details in playbooks
    Version 5.0.1 - June 2023
    Fixed: This version of Playbooks for Customer Service Management includes minor fixes to the View Details action on process-based page templates and page variants in CSM Configurable Workspace, including:
    • Improved saving experience on reference fields within the View Details modal.
    • Increased View Details modal window.
    Version 5.0.0 - May 2023
    This Case Playbook for Onboarding version includes a process-based page variant that you can activate and use with the onboarding case type in CSM Configurable Workspace. This page includes a horizontal stage picker at the top of the record that provides an end-to-end view of the onboarding process. This page also displays the related list tabs in the Dynamic Related Records component in the contextual side panel and displays account and contact information on the left panel. Agents can create tasks as needed as well as view and update case details.
    Version 4.2.0 - February 2023
    Changed: This release includes minor changes to support executing process definitions on flow engine instead of the process automation designer engine, Next Experience UI changes on the mobile app, demo data for service definitions, and Minor fixes.
    Version 4.1.0 - November 2022
    • This version of the Case Playbook for Onboarding store app includes changes to support the new record pages included in Playbooks for Customer Service Management v2.1.0 or a later version.
    • Note that this version of the store app requires updating to CSM Configurable Workspace v23.0.5 or a later version.
    Version 4.0.3 - February 2022
    • Changed:
      • Changed highlighted value colors for priority field
      • Modal header, help text, and labels on case type selector changed to sentence case
      • Response template: highlight text color changed
      • Minor changes to activity titles
      • Fixed minor issue with De-escalate Case declarative action
      • Added ServiceNow as the application vendor
      • Minor localization fixes
    Version 3.0.5 - July 2021
    • Changed:
      • New refined PAD process created for onboarding case which optimizes the activity cards and removes any redundant cards.
      • Update to the out-of-box record producer which provides the ability to add in the additional member data. Onboarding Playbook displayed in focused view which enables agents to view one activity at a time and gives them more real estate to work on the task.
      • Onboarding Playbook displayed in Compact mode which enables agents to complete the Playbook in the contextual side panel. Playbook-specific Dynamic Related Records available in the contextual side panel so agents can quickly view related records without switching tabs.
      • Activity stream and ribbon available in the contextual side panel so that agents can access information without leaving the playbook focus area.
    Version 2.0.1 - January 2021
    New: Enables support for Playbook in CSM Configurable Workspace. Agents can use the simplified Playbook UI experience in Workspace to update records and complete tasks across multiple workflow activities.
    Version 1.0.5 - December 2020
    Changed: Replaced the mailinator.com domain with example.com in the application demo data.
    Version 1.0.1 - July 2020
    New: Use the Case Playbook for Onboarding to manage the process for taking on new customers or enrolling customers for new products. This playbook provides an end-to-end life cycle for the tasks performed during the onboarding process from initiation to completion.