--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-xanadu-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ax bundleId : - delta3ax --- # Combined Proactive Service Experience Workflows release notes for upgrades from Xanadu to Australia # Combined Proactive Service Experience Workflows 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) 5 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 Proactive Service Experience Workflows Release Notes for Upgrades from Xanadu to Australia This consolidated release notes document provides ServiceNow customers with a comprehensive summary of updates, new features, changes, and important upgrade information for Proactive Service Experience Workflows from the Xanadu release family through to Australia. It is designed to help you prepare for and execute your upgrade with clarity on enhancements and administrative considerations across multiple releases. Show full answer Show less ## Key Features Introduced * **Xanadu Release:** * **Customer Service Problem Management:** Enables full lifecycle management of service problem cases, from review to resolution. * **Account 360 Analytics:** Provides a centralized dashboard for insights into customer accounts, services sold, and ongoing tasks, enhancing customer understanding. * **Zurich Release:** * **Granular Admin Role:** Allows developers and administrators to perform specific administrative configuration tasks related to Proactive Service Experience Workflows and Product Support for Technology without requiring full admin privileges. * **Incident and Change Request Diagnostics:** Facilitates diagnosing incidents and change requests, creating resolution tasks manually, and closing cases efficiently via contextual panels and playbooks. * **Product Support for Technology Case Renaming:** The application previously known as Technology Product Support Case is renamed to Product Support for Technology for clarity. ## Important Changes * **Zurich Release:** * **Menu Rename:** Technology Product Support Case menu is renamed to Product Support for Technology Case. * **Coral Theme:** Introduced as the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. It offers a fresh, brand-neutral look and includes a dark theme option to reduce eye strain and improve readability. ## Upgrade Guidance and Activation * **Pre- and Post-Upgrade Tasks:** Customers should review and complete all pre- and post-upgrade tasks associated with their current release to Australia. No new upgrade-specific tasks were introduced in the Australia release. * **Activation:** Proactive Service Experience Workflows can be installed or requested through the ServiceNow Store. This process remains consistent across releases. ## Other Notable Information * **Removals and Deprecations:** No features or functionalities were removed or deprecated from Xanadu through Australia. * **Browser and Accessibility:** No new browser requirements were introduced. The Coral theme's dark mode enhances accessibility by reducing eye strain. * **Localization:** No localization changes were noted. * **Highlights:** Key enhancements include more efficient customer service problem resolution, centralized operational dashboards, and improved diagnostics integrated into the workflows and playbooks. By understanding these updates, ServiceNow customers can better leverage Proactive Service Experience Workflows to improve problem management, diagnostics, and customer service insights while maintaining smooth upgrade processes. Consolidated page of all release notes for Proactive Service Experience Workflows from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Proactive Service Experience Workflows 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 Proactive Service Experience Workflows to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=xanadu&ft:locale=en-US) : Manage the entire process of reviewing, diagnosing, and providing a resolution for service problem cases with Customer Service Problem Management. [Proactive Service Experience Workflows Account 360 Analytics](https://www.servicenow.com/docs/access?context=review-customer-account-360-psew&family=xanadu&ft:locale=en-US) : Better understand your customers, the services sold, and the progress of ongoing customer account tasks through a centralized dashboard. | | Yokohama | No updates for this release. | | Zurich | [Components](https://www.servicenow.com/docs/access?context=components-psew&family=zurich&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Proactive Service Experience Workflows without requiring the full admin role. [Components](https://www.servicenow.com/docs/access?context=components-product-support-case&family=zurich&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Product Support for Technology without requiring the full admin role. [Diagnose and resolve an incident](https://www.servicenow.com/docs/access?context=diagnose-reslove-incident-psew&family=zurich&ft:locale=en-US) : Diagnose the incident in the Proactive Service Experience Workflows and create the resolution task manually to resolve the issue. [Diagnose and resolve a change request](https://www.servicenow.com/docs/access?context=diagnose-resolve-case-change-request&family=zurich&ft:locale=en-US) : Review, diagnose, resolve, and close a change request case for the service-related issue experienced by the customer. [Diagnose and resolve](https://www.servicenow.com/docs/access?context=diagnose-resolve-hitechcases&family=zurich&ft:locale=en-US) : Review, diagnose, resolve, and close the Product Support for Technology Case. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Proactive Service Experience Workflows features. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Technology Product Support Case](https://www.servicenow.com/docs/access?context=tech-product-support-case-app&family=zurich&ft:locale=en-US) : Technology Product Support Case menu is renamed to Product Support for Technology Case. 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. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Proactive Service Experience Workflows features or functionality were removed. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows features or functionality were deprecated. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__42} | 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 Proactive Service Experience Workflows. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | Install Proactive Service Experience Workflows by requesting it from the ServiceNow Store. | | Yokohama | No updates for this release. | | Zurich | Activation information : Install Proactive Service Experience Workflows by requesting it from the ServiceNow® Store. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__72} | 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 Proactive Service Experience Workflows, such as specific requirements or compliance levels. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | 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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | * Enable customer service agents to efficiently identify and resolve customer service problems using the Customer Service Problem Management application. * Enable the operations team to manage and monitor operational data through a centralized analytical dashboard. See [Proactive Service Experience Workflows](https://www.servicenow.com/docs/access?context=assurance-workflows&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | No updates for this release. | | Zurich | * Diagnose the incidents and change requests in the Proactive Service Experience Workflows. Create a resolution task manually to resolve the issue. * Run the diagnostics from the contextual panel in the Proactive Service Experience Workflows, Incident, Change request, and Product Support for Technology playbook. * Execute tests for a Configuration Item (CI) in the Proactive Service Experience Workflows, Change request, and Product Support for Technology playbook. For Configuration Items (CIs), run related tests directly from the CI form view. * Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table. * Technology Product Support Case application is renamed to Product Support for Technology * Technology Product Support Case application is renamed to Product Support for Technology. See [Proactive Service Experience Workflows](https://www.servicenow.com/docs/access?context=assurance-workflows&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]