Combined Customer Service Problem Management release notes for upgrades from Xanadu to Australia

Consolidated page of all release notes for Customer Service Problem Management from Xanadu to Australia.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Customer Service Problem Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Customer Service Problem Management to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

New features

Between your current release family and Australia, new features were introduced for Customer Service Problem Management.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	Components 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 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 Review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer.
Australia	Australia Patch 1 Preliminary troubleshooter Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles. Service test and repair Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs. This workflow also updates the consolidated summary in work notes and runs autonomously in the background without any user interaction. Australia Early Availability Alternative Dispute Resolution (ADR) Use the ADR case type to capture complete case details and manage investigations and resolutions while enforcing Service Level Agreement (SLA) compliance. You can also maintain audit and Root Cause Analysis (RCA) history and generate deadlock letters for customer or partner communication. Generate ADR resolution notes Generates resolution notes for a customer dispute in the Alternative Dispute Resolution (ADR) case record. Analyze the sentiment of a service problem case Analyze customer sentiment on the case records that are linked with the customer dispute. This skill enables you to select the relevant linked records for ADR case record. Summarize the linked records Generates a comprehensive summary the case records that are linked to the customer dispute in the ADR case record. Generate a deadlock letter Generates a deadlock letter details for a customer dispute in the ADR case record. You can generate the deadlock letter when the customer rejects the complaint resolution and opt for legal procedures.

Changes

Between your current release family and Australia, some changes were made to existing Customer Service Problem Management features.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Removed

Between your current release family and Australia, some Customer Service Problem Management features or functionality were removed.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Deprecations

Between your current release family and Australia, some Customer Service Problem Management features or functionality were deprecated.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Activation information

Review information on how to activate Customer Service Problem Management.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	Install Customer Service Problem Management and Service Test Management by requesting it from the ServiceNow® Store.
Australia	Install Customer Service Problem Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Additional requirements

If any additional requirements were introduced or changed for Customer Service Problem Management we have noted them here.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	You must install Case Playbook for Complaints (sn_complaint) plugin to use the ADR case type.

Browser requirements

If any specific browser requirements were introduced or changed for Customer Service Problem Management we have noted them here.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Accessibility information

Review details on accessibility information for Customer Service Problem Management, such as specific requirements or compliance levels.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich
Australia	No updates for this release.

Localization information

If there are specific localization considerations for Customer Service Problem Management we have noted them here.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Highlight information

If there are specific highlight considerations for Customer Service Problem Management we have noted them here.

Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	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. See Customer Service Problem Management, Setting up a test group, and Setting up test definitions for more information.
Australia	Australia Patch 1 Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles. Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs. Australia Early Availability Use Alternative Dispute Resolution (ADR) feature to acknowledge and register customer disputes, complaints, or ADRs, conduct investigations, and deliver timely resolutions. Automatically generate clear resolution notes to help you efficiently document and close customer disputes in ADR cases. Gain insights into customer sentiment and easily identify the most relevant case records to support faster and informed dispute resolution. Get a comprehensive summary of all linked case records to quickly understand and act on customer disputes. Generate deadlock letters to support consumers moving to legal procedures when complaint resolutions are not accepted. See Customer Service Problem Management for more information.