--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Customer Service Problem Management release notes for upgrades from Zurich to Australia # Combined Customer Service Problem Management release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Customer Service Problem Management Release Notes for Upgrades from Zurich to Australia This consolidated release notes document provides ServiceNow customers with detailed information on Customer Service Problem Management (CSPM) upgrades from the Zurich to Australia release family. It highlights new features, changes, removals, deprecations, activation instructions, and other relevant upgrade considerations for a smooth transition. Show full answer Show less ## New Features * **Zurich Release:** Introduced granular admin roles for targeted administrative tasks, setup of test groups to trigger diagnostics on service problem cases, and improved workflows for diagnosing and resolving service problem cases. * **Australia Release:** Enhanced Service Problem case record page to provide unified access to account context and diagnostics, including Customer 360 data. Introduced detailed dispute analysis recording in Customer Dispute Management (CDM) cases with hierarchical categorization for better visibility into dispute causes. Automated preliminary troubleshooting and service test and repair workflows improve task efficiency by running autonomously in the background. New CDM capabilities include SLA enforcement, audit and root cause analysis history maintenance, deadlock letter generation for unresolved disputes, and automated generation of ADR resolution notes. * Advanced sentiment analysis and summary generation for linked case records in dispute cases support faster and more informed dispute resolution. ## Changes * **Zurich:** Coral theme became the default for portals and mobile experiences, offering a fresh look and dark mode option. * **Australia:** The Now LLM Service is deprecated as the default AI model provider, replaced by a third-party LLM for new or inactive AI assets while retaining manual selection of Now LLM. User interface improvements include a refresh button in the Repair stage of service problem cases, new icons for toggling views in the Service Problem case record, and the addition of a Customer 360 tab for broader context. ## Removals and Deprecations No Customer Service Problem Management features were removed or deprecated between the Zurich and Australia releases. ## Activation and Additional Requirements * Customer Service Problem Management must be installed by requesting it from the ServiceNow Store in both Zurich and Australia releases. * For Australia, the **Case Playbook for Complaints (sncomplaint)** plugin is required to enable the CDM case type functionalities. ## Accessibility and Localization * The Coral theme introduced in Zurich includes a dark theme option to improve readability and reduce eye strain for web and mobile users. * No additional localization or accessibility changes were introduced in Australia. ## Highlight Information * Zurich introduced the ability to run diagnostics from the contextual panel within the CSPM playbook and group test definitions via Test groups, enhancing root cause analysis capabilities. * Australia releases, including Patch 1 and Patch 5, added automation for processing task requests linked to payment status, integration with Knowledge Base articles, and enhanced AI branding under ServiceNow Otto®. These updates improve investigation efficiency and customer dispute handling through the CDM case type, enabling acknowledgment, investigation, resolution, sentiment analysis, and generation of resolution notes and deadlock letters. ServiceNow customers upgrading CSPM from Zurich to Australia can expect enhanced diagnostic workflows, improved dispute management features with comprehensive analytics and documentation tools, as well as UI/UX improvements that streamline case handling and provide deeper customer insights. Consolidated page of all release notes for Customer Service Problem Management from Zurich 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 Zurich 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. {#dfrn3-customerserviceproblemmanagement-summary__entry__2} | Release | Release notes | |-|-| | 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. {#dfrn3-customerserviceproblemmanagement-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Components](https://www.servicenow.com/docs/access?context=spm-components&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=setting-test-group&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=work-on-service-problem-case&family=zurich&ft:locale=en-US) : Review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer. | | Australia | [Service Problem case record page](https://www.servicenow.com/docs/access?context=service-problem-case-record-page&family=australia&ft:locale=en-US) : Access account context and diagnostics in one workspace without navigating away from the case View using Service Problem Case record view. You can also view the Customer 360 data with broader account context. [Resolve a customer dispute and record the dispute analysis](https://www.servicenow.com/docs/access?context=resolve-customer-dispute&family=australia&ft:locale=en-US) : Record the analysis of a dispute using the hierarchy of product, category, subcategory, and reason in the dispute analysis record. You can record the these details in the Resolution and dispute analysis stage of the CDM playbook. This gives you much clearer visibility into why disputes happen and where to focus process improvements. [Preliminary troubleshooter](https://www.servicenow.com/docs/access?context=now-assist-tmt-preliminary-troubleshooter-agentic-workflow&family=australia&ft:locale=en-US) : Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles. [Service test and repair](https://www.servicenow.com/docs/access?context=now-assist-tmt-service-test-repair-agentic-workflow&family=australia&ft:locale=en-US) : 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. [Customer Dispute Management](https://www.servicenow.com/docs/access?context=alternative-dispute-resolution&family=australia&ft:locale=en-US) : Use the CDM 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](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution-notes-ad&family=australia&ft:locale=en-US) : Generates resolution notes for a customer dispute in the CDM case record. [Analyze the sentiment of a service problem case](https://www.servicenow.com/docs/access?context=now-assist-tmt-analyze-sentiment-spc-adr&family=australia&ft:locale=en-US) : 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 CDM case record. [Summarize the linked records](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-linked-record&family=australia&ft:locale=en-US) : Generates a comprehensive summary the case records that are linked to the customer dispute in the CDM case record. [Generate a deadlock letter](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-deadlock-letter&family=australia&ft:locale=en-US) : Generates a deadlock letter details for a customer dispute in the CDM 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. {#dfrn3-customerserviceproblemmanagement-summary__entry__14} | Release | Release notes | |-|-| | Zurich | 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 | [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Diagnose and resolve a service problem case](https://www.servicenow.com/docs/access?context=work-on-service-problem-case&family=australia&ft:locale=en-US) : A refresh button is added to the Repair stage in the Service Problem Case. [Service Problem case record page](https://www.servicenow.com/docs/access?context=service-problem-case-record-page&family=australia&ft:locale=en-US) : New icons on the Service Problem case record for toggling between the playbook and record page views. Customer 360 tab is added to the Service Problem Case record page. | [ ] ## Removed Between your current release family and Australia, some Customer Service Problem Management features or functionality were removed. {#dfrn3-customerserviceproblemmanagement-summary__entry__20} | Release | Release notes | |-|-| | 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. {#dfrn3-customerserviceproblemmanagement-summary__entry__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Customer Service Problem Management. {#dfrn3-customerserviceproblemmanagement-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install Customer Service Problem Management and Service Test Management by requesting it from the ServiceNow® Store. Important: Customer Service Problem Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Customer Service Problem Management 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: Customer Service Problem Management 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 Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-summary__entry__38} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Additional requirements : You must install Case Playbook for Complaints (sn_complaint) plugin to use the CDM case type. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-summary__entry__44} | Release | Release notes | |-|-| | 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. {#dfrn3-customerserviceproblemmanagement-summary__entry__50} | Release | Release notes | |-|-| | 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 Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-summary__entry__56} | Release | Release notes | |-|-| | 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. {#dfrn3-customerserviceproblemmanagement-summary__entry__62} | Release | Release notes | |-|-| | 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](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=zurich&ft:locale=en-US), [Setting up a test group](https://www.servicenow.com/docs/access?context=setting-test-group&family=zurich&ft:locale=en-US), and [Setting up test definitions](https://www.servicenow.com/docs/access?context=settingup-test-specifications&family=zurich&ft:locale=en-US) for more information. | | Australia | [Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&ft:locale=en-US) * Starting with Zurich Patch 12, ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Telecommunications, Media, and Technology (TMT). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. * Use the Service Problem Case record page to view Customer 360 data. * Perform and record dispute analysis in the Customer Dispute Management (CDM) case. [Australia Patch 1](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US) * 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 CDM feature to acknowledge and register customer disputes or complaints, conduct investigations, and deliver timely resolutions. * Automatically generate clear resolution notes to help you efficiently document and close customer disputes in CDM 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](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=australia&ft:locale=en-US) for more information. | [ ]