Case Playbook for Onboarding release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Case Playbook for Onboarding release notes

    The Case Playbook for Onboarding is a ServiceNow Store application designed to streamline and manage the end-to-end onboarding process for new customers or product enrollments within Customer Service Management (CSM). It provides agents with structured workflows, task management, and enhanced UI features to facilitate efficient onboarding case handling from initiation through completion.

    Show full answer Show less

    Key Features

    • Process Automation: Integration with Process Automation Designer (PAD) and Flow Engine to manage onboarding workflows, making customer interactions transparent and streamlined.
    • Configurable Workspace Support: Simplified Playbook UI in CSM Configurable Workspace allowing agents to update records, complete tasks, and access related records efficiently within the workspace.
    • Dynamic and Focused Views: Options for Playbook display in focused or compact modes, enabling better workspace utilization and task focus.
    • Enhanced Communication Tools: Support for email tabs in activity streams, email templates, and improved activity cards to aid communication during onboarding.
    • Role Flexibility: Allows a single user to act as either a B2B Contact or B2C Consumer based on the portal accessed, improving user experience and case handling.
    • Security and Access Controls: Continuous security enhancements and granular admin roles ensure controlled query access and secure onboarding processes.
    • Process Page Variants: Includes a process-based page variant with a horizontal stage picker for end-to-end process visibility, related records in side panels, and task creation capabilities.

    Key Outcomes

    • Agents can efficiently manage onboarding cases with clear visibility of stages and related information, reducing case resolution times.
    • Improved agent productivity through a focused Playbook UI and contextual side panels that minimize navigation and context switching.
    • Enhanced customer experience by exposing customer interaction points on the CSM portal and enabling seamless role transitions between B2B and B2C personas.
    • Robust security and access control features ensure compliance and protect sensitive onboarding data.
    • Regular updates and bug fixes maintain system stability, usability, and alignment with evolving CSM Configurable Workspace versions.

    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.