Case Playbook for Complaints release notes

  • Release version: Store
  • Updated July 9, 2026
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    Summary of Case Playbook for Complaints release notes

    The Case Playbook for Complaints is a ServiceNow application designed to streamline and manage the entire lifecycle of customer complaint cases. It provides a structured workflow from complaint logging through resolution, enabling agents to efficiently handle complaints with guided steps and integrated task management. The playbook is compatible with Customer Service Management (CSM) Configurable Workspace and is regularly updated to enhance usability, security, and AI integration.

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    Key Features

    • AI Integration: Recent versions include enhancements supporting an AI research agent that assists in task suggestions and dynamically manages complaint case activities based on agent availability.
    • Granular Role Support: The Complaint module now supports detailed app-level roles, including viewer and admin roles, allowing precise access control and security management.
    • User Interface Improvements: Improved navigation within the playbook with back button support, consolidated action buttons, and enhanced complaint detail displays make the agent experience smoother and more intuitive.
    • Process Automation: Includes process-based page variants with a horizontal stage picker for end-to-end visibility of complaint stages, related records display, and task creation capabilities directly from the workspace.
    • Data Model Enhancements: New fields added for better customer correspondence tracking, including guest contact details and external references, improving data completeness and case context.
    • Support for CSM Workspace: Playbook UI is integrated within the CSM Configurable Workspace, enabling agents to update records and complete tasks efficiently without switching contexts.
    • Mobile and Flow Engine Support: Updates support the Next Experience UI for mobile apps and execution of process definitions on the Flow Engine, enhancing performance and accessibility.
    • Security and Bug Fixes: Ongoing minor fixes address security vulnerabilities and improve overall stability and usability.

    Benefits for ServiceNow Customers

    • Enhanced Agent Productivity: Agents can navigate complaint cases more efficiently with consolidated controls, focused views, and AI-assisted task management.
    • Improved Case Visibility: The horizontal stage picker and dynamic related records provide a comprehensive view of the complaint process and associated data, aiding quicker resolution.
    • Better Role Management: Granular roles ensure that access to complaint data and functions aligns with organizational policies, supporting compliance and security.
    • Seamless Integration: Compatibility with CSM Configurable Workspace and mobile UI ensures that the playbook fits smoothly into existing ServiceNow environments and workflows.
    • Data Accuracy and Completeness: Expanded data fields support detailed customer correspondence tracking, which improves case handling and reporting capabilities.

    Version history for the Customer Service Management Case Playbook for Complaints 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 9.1.1 - July 2026
    • Changed:
      • Agentic activity Enhancements to support Research AI agent
      • The show/hide the complaint case research agent activity is based on the research agent availability.
    Version 9.0.0 - June 2026
    • Changed:
      • AI Sparkle on Fields: AI-generated field indicators are now displayed consistently across both the platform UI and Workspace.
      • Granular Read/Write Role Support: The Complaint module now supports app-level granular roles — reader role: sn_complaint.viewer, writer role: sn_complaint.admin.
      • AI Research Agent Task Management: When a user confirms the AI research agent's suggested tasks, existing tasks are cancelled and replaced with the newly suggested ones.
    Version 8.0.1 - March 2026
    • New version of complaint playbook.By default, it is activated and published.
    • New:
      • UI Navigation Improvements
        • Implemented back button navigation across playbook activities
        • Consolidated multiple buttons into "Continue" or "Save and Continue" buttons on all activities
      • Complaint Case summarization
    • Changed:
      • Enhanced triage stage activity
        • Shown complaint details, attachment, and response compose components in triage activity
        • Improved UI for complaint details display/edit.
      • Research stage enhancements
        • Replaced case tasks specific activities with case tasks list activity
        • Improved navigation and task management
      • Data model changes.  New fields added.
        • Customer correspondence content
        • Complaint submitted by
        • Guest address
        • Guest email
        • Guest mobile
        • Guest name
        • External reference number
    Version 7.1.1 - December 2025
    • New: Contains new granular admin roles.
    • Fixed: Contains minor security defect fixes.
    Version 7.0.1 - August 2025
    Contains minor bug fixes.
    Version 6.3.0 - February 2025
    This version of Case Playbook for Complaints includes minor bug fixes.
    Version 6.2.0 - May 2024
    This version of Case Playbook for Complaints includes support for the Unified Consumer role.
    Version 6.1.0 - November 2023
    • This version of Case Playbook for Complaints 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 6.0.1 - 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 Complaints release includes a process-based page variant that you can activate and use with the complaint 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 complaint process. This page also displays the related list tabs in the Dynamic Related Records component in the contextual side panel and displays persistent account and contact information. Agents can create tasks as needed as well as view and update case details.
    Version 4.2.0 - February 2023
    Changed: This release includes changes to support executing process definitions on flow engine instead of the process automation designer engine, Next Experience UI for the mobile app, demo data for service definitions, and Minor fixes.
    Version 4.1.0 - November 2022

    Changed: This version of the Case Playbook for Complaints store app includes changes to support the new record pages included in Playbooks for Customer Service Management v2.1.0 or a later version.

    Please note that this version of the store app requires updating to CSM Configurable Workspace v23.0.5 or a later version.

    Version 4.0.2 - February 2022
    • Changed:
      • Changed highlighted value colors for priority field
      • Modal header, help text, and labels changed on case type selector to sentence case
      • Response template: highlight text color changed
      • Minor changes to activity titles
      • Fixed minor issue with De-escalate Case declarative action
      • Fixed flow so that the title for Playbook stages show correct names
    Version 3.0.6 - July 2021
    • Changed:
      • New refined PAD process created for complaint 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.
      • Complaint 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.
      • Complaint 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 2.0.2 - 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 ServiceNow® Case Playbook for Complaints to manage the process for handling customer complaints. This playbook provides an end-to-end life cycle for the tasks performed during the complaint handling process, from the time a complaint is logged to the final resolution and communication to the customer.