--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-yokohama-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ay bundleId : - delta3ay --- # Combined Intelligence for CSM release notes for upgrades from Yokohama to Australia # Combined Intelligence for CSM release notes for upgrades from Yokohama to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Intelligence for CSM Release Notes for Upgrades from Yokohama to Australia This document consolidates the release notes for Intelligence for Customer Service Management (CSM) across the Yokohama, Zurich, and Australia releases. It is designed to assist ServiceNow customers in preparing for upgrades by summarizing new features, changes, removals, deprecations, activation instructions, and other important upgrade considerations. Notably, there are no updates or changes specific to Intelligence for CSM between Yokohama and Australia releases. Show full answer Show less ## Upgrade Preparation and Activation * **Activation:** Customer Service Management requires activation of the Customer Service plugin (com.sncustomerservice). * **Additional Apps:** Recommended Actions, Recommended Actions for Customer Service, and Task Intelligence for Customer Service are available via the ServiceNow Store and can be activated as needed. * **Upgrade Tasks:** Customers should review and complete any pre- and post-upgrade tasks as outlined, although no new tasks specific to Intelligence for CSM are introduced for Australia. ## Feature Updates and Changes * No new features, changes, removals, or deprecations for Intelligence for CSM were introduced from Yokohama through Australia releases. * Previous highlights include: * In Yokohama, enabling Recommended Actions for chat interactions and integrating enhanced knowledge guidance for agents. * In Zurich, improved visibility of knowledge base article access within CRM Workspace and insights into SLA breach root causes. ## Technical and Compatibility Information * **Browser Requirements:** ServiceNow workspaces do not support mobile devices, Internet Explorer, or Microsoft Edge (non-Chromium). Supported browsers include Microsoft Edge Chromium and others listed in official browser support documentation. * **Accessibility:** Zurich introduced a dark theme option via the Coral theme to improve readability and reduce eye strain. * No new localization or highlight changes were introduced in the Australia release for Intelligence for CSM. ## What Customers Can Expect ServiceNow customers upgrading Intelligence for CSM from Yokohama to Australia can expect a stable experience with no functional changes or new features impacting Intelligence for CSM specifically. Activation remains consistent, and customers should ensure they use supported browsers and complete standard upgrade tasks. Previous enhancements around Recommended Actions and knowledge management continue to provide value. Consolidated page of all release notes for Intelligence for CSM from Yokohama to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Intelligence for CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama 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 Intelligence for CSM to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-intelligenceforcsm-summary__entry__2} | Release | Release notes | |-|-| | 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 Intelligence for CSM. {#dfrn3-intelligenceforcsm-summary__entry__10} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Intelligence for CSM features. {#dfrn3-intelligenceforcsm-summary__entry__18} | Release | Release notes | |-|-| | 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 Intelligence for CSM features or functionality were removed. {#dfrn3-intelligenceforcsm-summary__entry__26} | Release | Release notes | |-|-| | 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 Intelligence for CSM features or functionality were deprecated. {#dfrn3-intelligenceforcsm-summary__entry__34} | Release | Release notes | |-|-| | 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 Intelligence for CSM. {#dfrn3-intelligenceforcsm-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | Activation information : Customer Service Management 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). Important: The following applications are available in ServiceNow Store: * Recommended Actions (sn_nb_action) * Recommended Actions for Customer Service (sn_cs_nb_action) * Task Intelligence for Customer Service (com.snc.csm_ml_task) For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Customer Service Management 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). Important: The following applications are available in ServiceNow Store: * Guided Decisions Experience (sn_ga_exp) * Recommended Actions (sn_nb_action) * Recommended Actions for Customer Service (sn_cs_nb_action) * Task Intelligence for Customer Service (com.snc.csm_ml_task) For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-summary__entry__50} | Release | Release notes | |-|-| | 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 Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-summary__entry__58} | Release | Release notes | |-|-| | 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 | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Intelligence for CSM, such as specific requirements or compliance levels. {#dfrn3-intelligenceforcsm-summary__entry__66} | Release | Release notes | |-|-| | 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 Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-summary__entry__74} | Release | Release notes | |-|-| | 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 Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-summary__entry__82} | Release | Release notes | |-|-| | Yokohama | * Enabled Recommended Actions for chat interactions so that agents can select relevant actions that are based on the chat context. * Integrated 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. * Enabled Recommended Actions -- AI search for CSM default record page and CSM interaction record pages for the video, chat, walk-up, and email channels. * Automated the mapping configuration for search results along with default guidances. See [Intelligence for CSM](https://www.servicenow.com/docs/access?context=intelligence-csm&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Get enhanced visibility of knowledge base articles by marking and displaying a lock icon for articles that aren't accessible to the case requester within the CRM Workspace. * Gain insights to the root causes of case service level agreement (SLA) breaches and view the suggested improvements to optimize process performance. See [Intelligence for CSM](https://www.servicenow.com/docs/access?context=intelligence-csm&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]