--- 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 Intelligence for CSM release notes for upgrades from Zurich to Australia # Combined Intelligence for CSM 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) 3 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 Zurich to Australia This document consolidates all release notes for Intelligence for Customer Service Management (CSM) to assist ServiceNow customers in preparing for an upgrade from the Zurich release to the Australia release. It provides a clear summary of new features, changes, removals, deprecations, activation steps, and other important considerations spanning these releases. Show full answer Show less ## Upgrade Preparation Before upgrading to the Australia release, customers should review and complete any relevant pre- and post-upgrade tasks outlined in the notes. The consolidated format helps identify any updates or lack thereof across releases to streamline the upgrade process. ## New Features, Changes, Removals, and Deprecations * No new features, changes, removals, or deprecations were introduced for Intelligence for CSM between Zurich and Australia. Both releases indicated "No updates for this release" in all these categories. ## Activation Information For the Zurich release, activating Customer Service Management requires enabling the Customer Service plugin (com.sncustomerservice). Additional related applications available in the ServiceNow Store include: * Guided Decisions Experience (sngaexp) * Recommended Actions (snnbaction) * Recommended Actions for Customer Service (sncsnbaction) * Task Intelligence for Customer Service (com.snc.csmmltask) No activation updates were noted for the Australia release. ## Browser Requirements For Zurich, ServiceNow workspaces do not support mobile devices, Internet Explorer, or Microsoft Edge (legacy). Supported browsers include Microsoft Edge based on Chromium and others listed in official browser support documentation. No changes were reported for Australia. ## Accessibility and Localization * The Zurich release introduced the Coral theme with a dark mode option for web and mobile to enhance readability and reduce eye strain. Australia has no new updates. * There are no localization updates for either release. ## Highlight Information Zurich introduced enhanced visibility features such as a lock icon indicating inaccessible knowledge base articles within the CRM Workspace, and insights into root causes of case SLA breaches with suggested improvements to optimize processes. No new highlights were added in the Australia release. Consolidated page of all release notes for Intelligence for CSM from Zurich 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 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 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__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 Intelligence for CSM features or functionality were deprecated. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM. {#dfrn3-intelligenceforcsm-summary__entry__32} | Release | 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__38} | Release | Release notes | |-|-| | 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__44} | Release | Release notes | |-|-| | 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__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 Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-summary__entry__62} | Release | Release notes | |-|-| | 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. | [ ]