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sourceDocument: australia Combined Product Files
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-xanadu-australia

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    - australia

ft:locale :

    - en-US

ft:publication_title :

    - australia Combined Product Files

ft:clusterId :

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---

# Combined Agent experience for CSM release notes for upgrades from Xanadu to Australia

# Combined Agent experience for CSM release notes for upgrades from Xanadu to Australia {#ariaid-title1}

Release version: Australia  
Updated October 8, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 22 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Combined Agent Experience for CSM Release Notes for Upgrades from Xanadu to Australia

This consolidated release notes document guides ServiceNow customers through the Agent experience upgrades for Customer Service Management (CSM) from the Xanadu release family to the Australia release family.
It highlights new features, changes, removals, deprecations, activation instructions, browser requirements, and accessibility enhancements to help you prepare for and leverage improvements in your CSM environment.
Show full answer Show less  

## Key Features

* **Quick Start Tests:** Available since Xanadu to verify CSM functionality post-upgrade or integration deployments; customizable for client-specific enhancements.
* **Voice and Chat Interaction Enhancements:** Native voice integration in CRM Workspace (Yokohama), dedicated wrap-up time after calls/chats, and enriched chat session tabs with SLA timers and unread message counters.
* **Customer History Component:** Enables agents to view, search, and filter customer activities contextually within CRM Workspace, with real-time updates and flexible grouping options.
* **Task and Timeline Components:** Visual Task SLA cards and task activity timelines provide agents with lifecycle and activity visibility on case and incident pages.
* **Notifications and Alerts:** Workspace notifications for agent mentions, real-time notification count accuracy, and configurable alert dismissal to reduce overload and maintain focus on critical alerts.
* **AI Interaction Wrap-up:** AI-assisted generation of wrap-up notes and codes enhances agent efficiency during interaction closure.
* **Draft Management:** Agents can minimize drafts of comments, work notes, or emails to a centralized dock within CRM Workspace for streamlined multitasking.
* **Form Template Enhancements:** Conditional templates with dynamic field population and preview capabilities promote consistency and save time.
* **Workspace Interoperability:** Record pages can be used interchangeably between CRM Workspace (CSM) and ITSM Service Operations Workspace for incident and change management.
* **Knowledge Management Integration:** Knowledge article editor is accessible within CRM Workspace, and article links can be seamlessly inserted into communications from Recommended Actions panels.
* **Interface and Usability Improvements:** Editable record headers, multi-form support, multiple active tabs (up to 20), and collapsible components enhance agent productivity and experience.
* **ServiceNow Link Manager:** Browser extension consolidates ServiceNow tabs and facilitates sharing links that open in the correct workspace context, reducing browser clutter.
* **Collaborate Component:** Real-time stakeholder communication within CRM Workspace to aid case resolution.
* **Coral Theme and Accessibility:** New default theme with a dark mode option improves visual experience; reflow support enables content zoom up to 400% without loss of functionality for accessibility compliance.

## Changes and Enhancements

* Email enhancements include a collapsible Compose Email dialog with quick access tools and draft persistence.
* Front-line case page improvements include advanced lookup components, action bars with single action layouts, and enhanced integration with knowledge guidance.
* Customer Activity renamed to Customer History with improved navigation and configuration access.
* Recommended Actions AI search replaces the previous Agent Assist, offering contextual and asynchronous loading of recommendations.
* Improved alert management allows auto-dismissal of low-severity alerts while keeping critical alerts persistent.
* Information icons on reference fields now open pop-up windows for record details, with options to open in separate tabs.
* Inserted knowledge article links now display article titles alongside numbers for better clarity in communications.
* Auto-dismiss alerts and enhanced tab management support agents handling multiple tasks efficiently.
* Granular administrative roles introduced to improve security and reduce over-privileged accounts.

## Removals and Deprecations

* CSM Agent Workspace has been deprecated since Xanadu, replaced by CRM Workspace as the latest agent experience.
* Customer Service CTI Demo Data is being deprecated starting from Yokohama and hidden on new instances, with ServiceNow Voice with Amazon Connect as the supported alternative.
* No features were removed or deprecated in the Australia release.

## Activation and Requirements

* CRM Workspace is activated via the Customer Service plugin (com.sncustomerservice) and installed through the ServiceNow Store.
* Australia continues this activation model, with key bundles like CSM Configurable Workspace Bundle and Customer Central Bundle available from the ServiceNow Store.
* ServiceNow workspaces do not support mobile devices, Internet Explorer, or legacy Microsoft Edge; supported browsers include Microsoft Edge Chromium and others listed in ServiceNow's Browser support documentation.

## Accessibility and Localization

* Enhanced reflow support in case playbook templates allows zooming up to 400% without content loss, aiding users with low vision.
* The Coral theme offers a dark mode option to reduce eye strain and improve readability in web and mobile environments.
* No localization changes were introduced between Xanadu and Australia.

## Practical

Consolidated page of all release notes for Agent experience for CSM from Xanadu to Australia.

## How to use this page

To help you prepare for your upgrade, we have combined the cross-family Agent experience for CSM 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 Agent experience for CSM to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.  
{#dfrn3-agentexperienceforcsm-summary__entry__2}

| 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 Agent experience for CSM.  
{#dfrn3-agentexperienceforcsm-summary__entry__12}

| Release | Release notes |
|-|-|
| Xanadu | [Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=xanadu&ft:locale=en-US) :   After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations. |
| Yokohama | [Voice interaction record page](https://www.servicenow.com/docs/access?context=csm-native-voice-record-page&family=yokohama&ft:locale=en-US) :   Enable Contact Center as a Service (CCaaS) providers to display native voice integrations in CRM Workspace that agents can use to handle phone calls. [Interaction wrap-up for call and chat](https://www.servicenow.com/docs/access?context=interaction-wrapup-modeless-dialog&family=yokohama&ft:locale=en-US) :   Provide agents with enough dedicated time after each call or chat to finalize the interaction details and wrap up their work before starting a new conversation. [Customer history component](https://www.servicenow.com/docs/access?context=customer-central&family=yokohama&ft:locale=en-US) :   Enable agents to view a customer's activities in the contextual side panel. Agents can search and filter the activities in the list and select a date range. For more information about the Customer history component, see [Next Experience Components documentation](https://developer.servicenow.com/dev.do#!/reference/next-experience/components?&query=&order_by=nameAsc&limit=120&offset=0&categories[]=uib_component&categories[]=uib_macroponent-component&categories[]=uib_facades). [Chat interaction session tabs](https://www.servicenow.com/docs/access?context=csm-workspace-chat-session-tabs&family=yokohama&ft:locale=en-US) :   Use the following features to provide your agents with information about their current chats: * Display informational messages in the session tabs that notify the agent of the current chat condition such as "Chat is in wrap-up" or "Chat has ended." * Use background colors to distinguish between the active and inactive tabs. For inactive tabs, configure different colors to alert agents to the chat threshold timers. * Use a counter to display the number of unread chat messages. * Use a separator in the chat window between the older messages and the newer unread messages. * Configure a minimum of one and up to a maximum of three chat SLA threshold timers that alert agents to unread messages in inactive chats. For each level, you can also select a time value and a unique color. [Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=yokohama&ft:locale=en-US) :   After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations. |
| Zurich | [Task SLA cards component](https://www.servicenow.com/docs/access?context=csm-record-page-sla-card-component&family=zurich&ft:locale=en-US) :   Use the Task SLA cards component as a standalone component on the Front-line case page. Visual updates to the Task SLA cards component enable agents to see where they are in the lifecycle of multiple task SLAs at a glance. [Task activity timeline preset and controller](https://www.servicenow.com/docs/access?context=csm-record-page-timeline-component&family=zurich&ft:locale=en-US) :   Use the Task activity timeline preset and controller to add the Timeline component as a standalone component on task record pages such as case or incident. [Notifications for agent mentions in records](https://www.servicenow.com/docs/access?context=notifications-for-agent-mentions-in-records&family=zurich&ft:locale=en-US) :   Receive workspace notifications when agents are mentioned using @ in comments or work notes. Notifications include record details and a direct link for quick access. [CSM centered chat interaction record page](https://www.servicenow.com/docs/access?context=csm-centered-chat-interaction-page&family=zurich&ft:locale=en-US) :   Includes a chat component in the center of the record page that provides front-line chat agents with a modernized interaction page layout. [Callback component on the CSM voice interaction record page](https://www.servicenow.com/docs/access?context=csm-native-voice-record-page&family=zurich&ft:locale=en-US) :   Provides agents with the ability to return customer calls and to create interaction records at the time of callback. [Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=zurich&ft:locale=en-US) :   After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations. |
| Australia | [Activity timer log](https://www.servicenow.com/docs/access?context=csm-config-ws-time-tracking&family=australia&ft:locale=en-US) :   Track the time that agents spend working on cases and interactions in CRM Workspace. View a time log report to see detailed records of the time spent on projects and tasks. [Dock in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-bottom-utility-bar&family=australia&ft:locale=en-US) :   Enable agents to minimize drafts of comments, work notes, or emails to a dock at the bottom of the workspace page. This centralized location provides agents with the ability to see all current drafts at a glance. [Form template enhancements](https://www.servicenow.com/docs/access?context=csm-workspace-form-templates&family=australia&ft:locale=en-US) :   Save time and promote consistency by creating conditional templates, setting field-level conditions, and automatically populating email body text. Populate these fields using dynamic values from the Case table and related tables. Preview template changes before applying them to a record. [Workspace record page interoperability](https://www.servicenow.com/docs/access?context=csm-config-ws-pages-templates&family=australia&ft:locale=en-US) :   Enable agents to use record pages between CRM Workspace and ITSM Service Operations Workspace. The following ITSM pages are interoperable across CSM: * Incident page * Change page [AI interaction wrap-up](https://www.servicenow.com/docs/access?context=interaction-wrapup-ai-generated&family=australia&ft:locale=en-US) :   Provide agents with AI assistance during the interaction wrap-up period. This feature generates wrap-up content for interaction records, such as the wrap-up code and notes. [Highlight fields with unsaved changes](https://www.servicenow.com/docs/access?context=csm-workspace-agent-actions&family=australia&ft:locale=en-US) :   Use visual indicators in CRM Workspace such as icons and background colors to indicate form fields with unsaved changes. [Knowledge Center article editor available in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-workspace-create-knowledge&family=australia&ft:locale=en-US) :   Use the Knowledge Center article editor to create and edit knowledge articles in CRM Workspace. Agents can access the editing capabilities available in the article editor to format knowledge article content such as text, images, and media. [Unread email count on interaction tabs](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US) :   Displays the number of unread email messages on interaction tabs in CRM Workspace. Hovering over a tab displays a tooltip with a preview of the most recent email. |
[ ]

## Changes

Between your current release family and Australia, some changes were made to existing Agent experience for CSM features.  
{#dfrn3-agentexperienceforcsm-summary__entry__22}

| Release | Release notes |
|-|-|
| Xanadu | [Email enhancements](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&family=xanadu&ft:locale=en-US) :   The Compose Email modeless dialog includes the following enhancements: * A collapsible header that includes the To, Cc, Bcc, and Subject fields. * Icons in the footer that enable you to discard the current email draft, apply a template, view a list of recent email drafts, and add attachments. * Compose Email modeless dialog that you can open to see the last saved email draft. |
| Yokohama | [Customer Activity Guided Setup now accessible from a new location](https://www.servicenow.com/docs/access?context=configure-customer-activity&family=yokohama&ft:locale=en-US) :   Use the following updates in Guided Setup to enhance navigation and access customer history configurations: * Access the Customer Activity Guided Setup from AllCustomer CentralCustomer ActivityGuided Setup. * View Activity Contexts, Activity Types, Activity Groups, and Activity Type Templates within Guided Setup. You can also access them in the menu by navigating to AllCustomer CentralCustomer ActivityGuided Setup. * Customer Activity has been renamed to Customer History, maintaining the same functionality. * Access the Business Rule in the Activity Feed where it is now listed independently alongside Activity Types, Activity Groups, and Activity Type Templates for improved accessibility. Previously, it was nested under Activity Types. [Front-line case page lookup component](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=yokohama&ft:locale=en-US) :   The Front-line case page includes the following enhancements: * Includes the Consumer lookup component. * Uses advanced search to look up contacts and consumers. * Contact and consumer record cards can be collapsed to display more record space. [Action bar layout](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=yokohama&ft:locale=en-US) :   The following interaction record pages include an action bar with a single action layout: * CSM Interaction record page * CSM voice interaction record page [Comment and Work note modeless dialogs](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&family=yokohama&ft:locale=en-US) :   Create and use form templates that add content to the Additional comments and Work notes fields on a case record. Automatically display a modeless dialog that includes the content from the form template and then post that content to the activity stream. [Customer History component features](https://www.servicenow.com/docs/access?context=customer-history-component-features&family=yokohama&ft:locale=en-US) :   Use the following features to provide agents real-time updates and customer history details: * Automatically refresh the Customer History component when account, contact, or consumer details change. * Prompt agents to add missing account or contact details instead of leaving fields empty. * Display an empty component until an agent links a contact using the lookup component, then show the contact's details. * Enables agent to view updated customer information directly in Customer History on the Front-line Case page. [Front-line case page integration with knowledge guidance](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=yokohama&ft:locale=en-US) :   Enable agents to attach and add links to knowledge articles in comments, work notes, or emails by using modeless dialogs. [Resurface special handling notes](https://www.servicenow.com/docs/access?context=c_OnScreenAlerts&family=yokohama&ft:locale=en-US) :   Display the special handling notes for a case at any time by selecting Special handling notes from the More actions menu on the case record action bar. [Customer Central application moved from family to store release](https://www.servicenow.com/docs/access?context=customer-central&family=yokohama&ft:locale=en-US) :   Starting with the Yokohama release, the Customer Central application (com.sn_csm_customer_central) has moved to the ServiceNow Store. Any new enhancements to this application are delivered through the Customer Central store app. [Recommended Actions AI search replaces Agent Assist](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=yokohama&ft:locale=en-US) :   Recommended Actions AI search replaces Agent Assist in the contextual side panel for the following record pages included with the CSM Configurable Workspace: * CSM default record page * Front-line case page * CSM Interaction record page (for type = Chat, Video, Walkup, Email) [Form template enhancements](https://www.servicenow.com/docs/access?context=csm-workspace-form-templates&family=yokohama&ft:locale=en-US) :   Use the following form template enhancements to create or edit templates as needed: * The Templates tab in the configurable side panel displays larger template cards with the template name and an expanded description. Users can view different lists of templates, mark their favorites, and sort templates either alphabetically or by last used. * The template form displays template fields in a clearly labeled form section and displays the line numbers and headings for each template line to improve readability * The template tab header displays "Edit template" when a user opens a template in edit mode. [Front-line case page contextual side panel](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=yokohama&ft:locale=en-US) :   The Record Information tab in the contextual side panel includes the Overview and Active SLA cards. The contact card and timeline card have been removed to improve the page load time. |
| Zurich | Activity Stream enhancements : * Activity Stream layout now automatically adjusts to your device (laptop, tablet, or mobile). Hidden content is indicated by (...) for better readability. Real-time notification count updates :   Updated the bell icon behavior so the notification count accurately reflects the number of unique, unread notifications in real time, eliminating duplicate increments. [Follow records to receive notifications](https://www.servicenow.com/docs/access?context=csm-default-record-page&family=zurich&ft:locale=en-US) :   Select the Follow action to receive notifications when comments or work notes are added to a record. The Follow action is available in the More actions menu on the [Front-line case page](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=zurich&ft:locale=en-US) and the [CSM default record page](https://www.servicenow.com/docs/access?context=csm-default-record-page&family=zurich&ft:locale=en-US). 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. [Thin compose modeless dialogs](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&family=zurich&ft:locale=en-US) :   Enable agents to initiate a comment, work note, or email in the activity stream and then open the text in a modeless dialog. This feature is available on the following record pages: * Front-line case page * CSM default record page * CSM Interaction record page * CSM voice interaction record page * CSM centered chat interaction record page * Email interaction record page [Lookup component on CSM Configurable Workspace record pages](https://www.servicenow.com/docs/access?context=csm-record-page-lookup-component&family=zurich&ft:locale=en-US) :   Use the Lookup component to look up and link a contact and then verify the contact. The Lookup component replaces the Lookup and Verify component on the CRM Workspace record pages. Hide inbox after item selection :   The Inbox panel collapses after selecting an inbox item, enabling agents to see more of the screen and focus on the interaction. Multi-form controller support :   Supports having two forms on a record page. [Customer History enhancements](https://www.servicenow.com/docs/access?context=customer-history-component-features&family=zurich&ft:locale=en-US) :   Use the following enhancements to control grouping, appearance, and refresh behavior in customer history: * Enable time grouping by month or quarter: A new property enables selection of time grouping as monthly or quarterly (Q1-Q4) in date filters. * Customize feed appearance: Admins can configure feed icons along with their background colors using a property that offers predefined color options. * Display activities by updated date: A new property enables feeds to surface activities based on the last updated timestamp in Customer History. * Dynamic refresh updates: Customer History feeds now refresh automatically, but only for records in the Customer History activities table and within the current context (for example, Contact). Other tables and parent records are not included. * Introduced a new search icon that lets agents show or hide the search bar with a click. [Improve discoverability of Recommended Actions](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=zurich&ft:locale=en-US) :   Use the following updates to improve the visibility of Recommended Actions across key CSM pages: * Set Recommended Actions as the default first tab in the contextual side panel to provide agents with instant access to recommendations without switching tabs. This change applies to the following pages: * Front-line case page * CSM default record page * CSM Interaction record page * Email interaction record page * CSM voice interaction record page * CSM centered chat interaction record page * Load Recommended Actions asynchronously to keep the UI responsive while recommendations load. * Enable agents to send relevant KB articles through SMS during voice interactions and messaging-type interactions. [Default recommendations for Pro customers](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=zurich&ft:locale=en-US) :   Recommendations are now delivered by default for Pro customers when either the Task Intelligence for CSM or the Now Assist for CSM plugin is installed. Agents can view contextual recommendations under the Suggested Actions tab, such as similar cases and open incidents, when the case meets the predefined criteria. Agents can link or copy resolutions directly into the current case. [Resurface special handling notes](https://www.servicenow.com/docs/access?context=c_OnScreenAlerts&family=zurich&ft:locale=en-US) :   Display the special handling notes at any time by selecting  Special handling notes  from the More actions menu on the case record action bar. This action is now available on records from the following tables: * Account * Asset * Contact * Incident * Product Model * Work Order Task This applies only to records where special handling notes are configured. [Information session tab enhancements](https://www.servicenow.com/docs/access?context=csm-workspace-chat-session-tabs-configure&family=zurich&ft:locale=en-US) :   Use the following changes to enforce permissions and improve usability of the Session tab: * Restrict access to unauthorized users with error messages and validate role-based permissions. * Auto-save admin updates to timer and color changes in real time. * Display workspace settings only after the Session tab is enabled. [Configure Alert Dismissal settings at experience and alert level](https://www.servicenow.com/docs/access?context=auto-dismiss-alerts-in-csm-configurable-workspace&family=zurich&ft:locale=en-US) :   Use the following settings to control alert dismissal: * Set alerts to auto-dismiss or require manual dismissal. * Configure alert behavior globally or according to alert. * Reduce alert overload while supporting accessibility standards, which helps agents focus on critical alerts. [ServiceNow Link Manager is available on the Google Chrome, Microsoft Edge, and Mozilla Firefox plugin store](https://www.servicenow.com/docs/access?context=csm-workspace-snow-link-manager&family=zurich&ft:locale=en-US) :   Streamline tab management and reduce browser clutter with ServiceNow Link Manager: * Automatically consolidates new ServiceNow related tabs into an existing open ServiceNow tab. * Provides cross-platform support. * Enables agents to share record links, such as cases, through platforms like Gmail, Microsoft Teams, Microsoft Outlook, and other web tools integrated with ServiceNow. These links open using ServiceNow Link Manager, ensuring the record loads in the correct workspace and context. * Provides a user-friendly interface that is easy to enable and turn off directly from the extension settings in the respective browser. Information icon :   Select the information icon on a reference field to display additional information about the record in a pop-up window. Starting with CSM Configurable Workspace Bundle version 5.0, the information displays in a pop-up window with an option to open in a separate tab instead of opening directly in a separate tab. This change applies to the following record pages: * CSM Front-line case page * CSM default record page * CSM Interaction record page Users can use Cmd+click (Mac) or Ctrl+click (Windows) when selecting the information icon to use the previous behavior. |
| Australia | [\[Placeholder link text to key csm-front-line-case-page\]](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=australia&ft:locale=en-US)Knowledge article link insertion from Recommended Actions :   Selecting any of the three attach knowledge article options for work notes, comments, or email from the Recommended Actions panel now automatically switches to the relevant target tab, so the inserted link is immediately visible without manual navigation. Inserted links also now display the article title alongside the article number as a hyperlink, replacing the previous article-number-only display. This enhancement applies to the Front-line case page and CSM default record page. [\[Placeholder link text to key csm-email-interaction-record-page\]](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US)Knowledge article link insertion from Recommended Actions on the Email Interaction record page :   Inserted knowledge article links from the Recommended Actions panel now display the article title alongside the article number as a hyperlink in the email body, replacing the previous article-number-only display. This enhancement applies to the Email Interaction record page. [Editable record headers](https://www.servicenow.com/docs/access?context=csm-workspace-agent-actions&family=australia&ft:locale=en-US) :   Enables agents to edit the short description of a record directly from the header field. This feature is available on the following record pages: * Front-line case page * CSM Interaction record page * CSM default record page [Collaborate component in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-collaborate-component&family=australia&ft:locale=en-US) :   Use the Collaborate component in the contextual side panel in CRM Workspace to communicate and collaborate with stakeholders in real time to resolve cases. [SLA component on the Front-line case page](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=australia&ft:locale=en-US) :   Use the Service Level Agreement (SLA) component in the contextual side panel on the Front-line case page to view SLAs. The SLA cards appear in the Record Information tab below the record information card. [Email Interaction record page enhancements](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US) :   Minimize drafts to a dock at the bottom of the workspace page in the inline modeless composer. View activities in the activity feed at the top of the page in reverse order, with the newest entries displayed at the bottom. [Lookup component added to the Email Interaction record page](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US) :   Enable agents to look up contacts and consumers by name, phone number, or email address and link them to a record. [Create actions on the Front-line case page](https://www.servicenow.com/docs/access?context=csm-config-ws-action-layout-groups&family=australia&ft:locale=en-US) :   Create different types of records by using the Create button on the Front-line case page. Selecting an action from the Create button, such as creating an incident or a knowledge gap, opens the form in a modeless dialogue. [View attachments in modeless dialogs](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&family=australia&ft:locale=en-US) :   Enable agents to access and review attachments in modeless dialogs instead of workspace tabs. Agents can easily view attachments while also viewing case information and drafts of emails, comments, or work notes. [Auto-dismiss alerts](https://www.servicenow.com/docs/access?context=auto-dismiss-alerts-in-csm-configurable-workspace&family=australia&ft:locale=en-US) :   Reduce visual clutter through auto-dismissible alerts, which are enabled by default for Info, Low, and Moderate alerts, with a default timer of five seconds. Critical and High alerts remain persistent to ensure important notifications stay visible. [Maximum number of active tabs in CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-config-workspace-interface&family=australia&ft:locale=en-US) :   Agents can open up to 20 active tabs (previously 10) in CRM Workspace to handle multiple tasks simultaneously without losing context. [Open multiple lists in separate primary tabs](https://www.servicenow.com/docs/access?context=csm-config-workspace-list-views&family=australia&ft:locale=en-US) :   Agents can now open multiple lists in different CRM Workspace primary tabs, enabling seamless context switching between lists without losing their current workspace view. [Granular admin roles](https://www.servicenow.com/docs/access?context=r_RolesInstalledWithCustomerService&family=australia&ft:locale=en-US) :   Enhance security, reduce over-privileged accounts, and enable flexible, task-focused permission management by assigning granular, feature-specific roles to replace broad admin access. |
[ ]

## Removed

Between your current release family and Australia, some Agent experience for CSM features or functionality were removed.  
{#dfrn3-agentexperienceforcsm-summary__entry__32}

| 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 Agent experience for CSM features or functionality were deprecated.  
{#dfrn3-agentexperienceforcsm-summary__entry__42}

| Release | Release notes |
|-|-|
| Xanadu | Starting with the Xanadu release, CSM Agent Workspace is no longer deployed, enhanced, or supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support knowledge base. [CRM Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=xanadu&ft:locale=en-US) provides the latest experience for this functionality. |
| Yokohama | Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. ServiceNow Voice with Amazon Connect provide the latest experience for this functionality. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support Knowledge Base. |
| Zurich | Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. ServiceNow Voice with Amazon Connect provides the latest experience for this functionality. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support Knowledge Base. |
| Australia | No updates for this release. |
[ ]

## Activation information

Review information on how to activate Agent experience for CSM.  
{#dfrn3-agentexperienceforcsm-summary__entry__52}

| Release | Release notes |
|-|-|
| Xanadu | Install CRM Workspace by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=xanadu&ft:locale=en-US). |
| Yokohama | Activation information :   CRM Workspace is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=yokohama&ft:locale=en-US). Install CRM Workspace by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). Important: The following applications are available in the ServiceNow Store: * CSM Configurable Workspace Bundle v5.0 * Customer Central Bundle v1.0 For details, see the "Activation information" section of these release notes. |
| Zurich | Activation information :   CRM Workspace is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=zurich&ft:locale=en-US). Install CRM Workspace by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). |
| Australia | Activation information :   CRM Workspace is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=australia&ft:locale=en-US). Install CRM Workspace by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Important: CRM Workspace is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. |
[ ]

## Additional requirements

If any additional requirements were introduced or changed for Agent experience for CSM we have noted them here.  
{#dfrn3-agentexperienceforcsm-summary__entry__62}

| 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. |
[ ]

## Browser requirements

If any specific browser requirements were introduced or changed for Agent experience for CSM we have noted them here.  
{#dfrn3-agentexperienceforcsm-summary__entry__72}

| Release | Release notes |
|-|-|
| Xanadu | ServiceNow workspaces don't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=xanadu&ft:locale=en-US). |
| Yokohama | Browser requirements :   ServiceNow workspaces don't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=yokohama&ft:locale=en-US). |
| Zurich | Browser requirements :   ServiceNow workspaces don't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). |
| Australia | Browser requirements :   ServiceNow workspaces don't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=australia&ft:locale=en-US). |
[ ]

## Accessibility information

Review details on accessibility information for Agent experience for CSM, such as specific requirements or compliance levels.  
{#dfrn3-agentexperienceforcsm-summary__entry__82}

| Release | Release notes |
|-|-|
| Xanadu | The following templates were updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. * [Case playbook: horizontal stages template](https://www.servicenow.com/docs/access?context=csm-playbook-templates&family=xanadu&ft:locale=en-US) * [Case playbook: vertical stages template](https://www.servicenow.com/docs/access?context=csm-playbook-templates&family=xanadu&ft:locale=en-US) This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See [Reflow for Configurable Workspace](https://www.servicenow.com/docs/access?context=auto-reflow&family=xanadu&ft:locale=en-US) for details. |
| Yokohama | No updates for this release. |
| Zurich | Accessibility information : 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. |
| Australia | No updates for this release. |
[ ]

## Localization information

If there are specific localization considerations for Agent experience for CSM we have noted them here.  
{#dfrn3-agentexperienceforcsm-summary__entry__92}

| 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 Agent experience for CSM we have noted them here.  
{#dfrn3-agentexperienceforcsm-summary__entry__102}

| Release | Release notes |
|-|-|
| Xanadu | * Expand and collapse the header in the Compose Email modeless dialog to edit address fields or increase your working space in the email body. * Use icons to quickly access email tools such as applying a template or adding an attachment. * Open the Compose Email modeless dialog with the last saved email draft. See [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=xanadu&ft:locale=en-US) for more information. |
| Yokohama | * Alert agents about the status of current chats by using color-coded session tabs to indicate service level agreement (SLA) threshold timers, chat duration, and unread message counts. * Create form templates or modify existing templates with enhancements to the form template feature. * Integrate enhanced knowledge guidance on the Front-line case page and enable agents to attach and add links to knowledge articles in comments, work notes, or emails by using modeless dialogs. * Display native voice configurations in CRM Workspace with the Voice interaction record page that agents can use to handle phone calls. * Dedicate time after each call or chat for agents to finalize interaction details. See [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=yokohama&ft:locale=en-US) for more information. |
| Zurich | * Provide front-line agents with an updated chat interaction user experience that puts the chat component front and center. * Use the callback component to return customer calls and create interaction records at the time of the callback. * Provide agents with visibility to all previous customer activity and the ability to filter and search to find specific activities. * Initiate a comment, work note, or email in the activity stream in CSM Configurable Workspace and then open the text in a modeless dialog. See [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=zurich&ft:locale=en-US) for more information. |
| Australia | * Minimize drafts of comments, work notes, and emails to a dock at the bottom of CRM Workspace and keep track of documents in this centralized location. * Enable agents to work from a single location with the ability to view CRM Workspace record pages in other workspaces. * Populate interaction wrap-up codes and notes by using AI, saving agents time. * Auto-populate record fields and email drafts with dynamic values using form templates. See [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=australia&ft:locale=en-US) for more information. |
[ ]

*[\>]: and then