--- 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 Proactive Service Experience Workflows release notes for upgrades from Zurich to Australia # Combined Proactive Service Experience Workflows 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) 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 Proactive Service Experience Workflows Release Notes for Upgrades from Zurich to Australia This consolidated release notes document assists ServiceNow customers in preparing for upgrades of Proactive Service Experience Workflows from the Zurich release family to Australia. It summarizes new features, changes, removals, deprecations, and important upgrade information spanning these releases to ensure a smooth transition and effective use of the workflows in your environment. Show full answer Show less ## Key Features * **Granular Admin Role:** Introduced in Zurich, this role enables developers and administrators to perform administrative configuration tasks related to Proactive Service Experience Workflows and Product Support for Technology without needing full admin privileges, enhancing security and delegation. * **Incident and Change Request Diagnosis:** Allows diagnosis of incidents, change requests, and Product Support for Technology cases. Resolution tasks can be created manually to address service-related issues directly within the workflows. * **Coral Theme:** Starting with Zurich, the new default Coral theme offers a modern, brand-neutral user experience for portals, web, and mobile clients with Next Experience or Core UI enabled. It includes a dark mode option to reduce eye strain and improve readability. * **Diagnostic Tools and Testing:** Enables running diagnostics and executing tests for Configuration Items (CIs) from multiple interfaces such as the contextual panel, playbooks, and directly from CI form views. Customers can control visibility of diagnostic tabs and run diagnostics efficiently. * **Product Support for Technology Renaming:** The Technology Product Support Case application has been renamed to Product Support for Technology to better reflect its purpose. ## Key Changes * Menu and application names were updated for clarity, such as renaming the Technology Product Support Case menu to Product Support for Technology Case. * The Coral theme replaced older themes as the default for new portal and mobile experiences. * No features or functionality were removed or deprecated between Zurich and Australia releases. * No updates were introduced specifically in the Australia release for Proactive Service Experience Workflows; the major changes occurred in Zurich. ## Upgrade and Activation Information * Before upgrading to Australia, review and complete the recommended pre- and post-upgrade tasks to ensure compatibility and functionality. * Proactive Service Experience Workflows are installed via the ServiceNow Store, as noted in Zurich release documentation. * There were no new browser or localization requirements introduced between Zurich and Australia. ## Accessibility The Coral theme includes a dark mode option to enhance accessibility by reducing eye strain and improving readability on web and mobile devices. ## Practical Implications for ServiceNow Customers When upgrading from Zurich to Australia, you can expect the core Proactive Service Experience Workflows features introduced in Zurich to remain stable, with no new features or removals in Australia. The granular admin role improves administrative flexibility without increasing security risks. The updated theme and diagnostic capabilities enhance user experience and troubleshooting efficiency. Make sure to follow the upgrade tasks and activation instructions to leverage these capabilities fully. Consolidated page of all release notes for Proactive Service Experience Workflows from Zurich 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 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 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__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 Proactive Service Experience Workflows features or functionality were deprecated. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__32} | Release | Release notes | |-|-| | 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__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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows, such as specific requirements or compliance levels. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__62} | Release | Release notes | |-|-| | 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. | [ ]