--- 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 November 5, 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 consolidated release notes page provides ServiceNow customers with a comprehensive overview of Intelligence for Customer Service Management (CSM) updates from the Zurich release to the Australia release. It is designed to assist you in preparing for your upgrade by summarizing new features, changes, removals, deprecations, and other important information relevant to Intelligence for CSM across these releases. Show full answer Show less ## Upgrade Preparation Before upgrading to the Australia release, review and complete the recommended pre- and post-upgrade tasks specific to Intelligence for CSM. This ensures a smooth transition without disruptions. ## New Features, Changes, Removals, and Deprecations Between Zurich and Australia releases, there are no new features, changes, removals, or deprecations reported for Intelligence for CSM. Each category explicitly states "No updates for this release," indicating stability in feature set and functionality during this upgrade path. ## Activation Information To activate Intelligence for CSM, enable the Customer Service plugin (com.sncustomerservice). Additionally, certain applications relevant to Intelligence for CSM are available via the ServiceNow Store, including: * Guided Decisions Experience (sngaexp) * Recommended Actions (snnbaction) * Recommended Actions for Customer Service (sncsnbaction) * Task Intelligence for Customer Service (com.snc.csmmltask) Activation of these components enhances Intelligence for CSM capabilities and should be considered as part of your setup. ## Additional Requirements There are no new or changed additional requirements for Intelligence for CSM between Zurich and Australia releases. ## Browser Requirements For the Zurich release, ServiceNow workspaces do not support mobile devices, Internet Explorer, or Microsoft Edge (non-Chromium). Supported browsers include Microsoft Edge (Chromium) and other browsers listed in ServiceNow's browser support documentation. No changes were noted for Australia. ## Accessibility Information The Zurich release introduced the Coral theme with a dark theme option for web and mobile experiences, aimed at reducing eye strain and improving readability. No updates were noted for Australia. ## Localization and Highlight Information There are no new localization updates for Intelligence for CSM from Zurich to Australia. However, Zurich introduced enhanced visibility features such as: * Displaying a lock icon on knowledge base articles that are inaccessible to the case requester within CRM Workspace * Insights into root causes of case SLA breaches and suggested improvements to optimize processes No additional highlight updates were noted for Australia. 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. | [ ]