--- 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 Workforce Optimization for CSM release notes for upgrades from Zurich to Australia # Combined Workforce Optimization 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) 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 Workforce Optimization for CSM Release Notes for Upgrades from Zurich to Australia This consolidated release notes document guides ServiceNow customers through the key updates and changes when upgrading Workforce Optimization for Customer Service Management (CSM) from the Zurich to the Australia release. It includes new features, architectural improvements, UI enhancements, and activation details designed to improve workforce scheduling, management, and operational efficiency. Show full answer Show less ## Key Features * **Modular Deployment of Channel Management:** Channel Management is decoupled from core Workforce Optimization modules, enabling independent deployment, reducing inter-module dependencies, and facilitating streamlined upgrades and enhanced scalability. * **Enhanced Scheduling Views:** Managers can now view and manage staffing across an entire month using the Team Calendar in Manager Workspace, improving workload balance and operational efficiency. Agents benefit from monthly schedule visibility in Configurable CSM or FSM Workspaces to better plan their time. * **Schedule Management as a Standalone Capability:** Schedule Management can be independently deployed and licensed via the "com.snshiftplanning" plugin, supporting shift and roster management for FSM and Retail without dependency on other Workforce Optimization modules. * **Location-Based Holiday Calendar Management:** Enables automatic syncing of regional holidays into schedules, reducing manual adjustments, improving compliance, and giving agents clear visibility of location-specific holidays in their calendars. * **Manager Workspace Enhancements:** Introduction of a standalone Manager Dashboard with AI-powered widgets for Sentiment Analysis, Trending Topics, and Auto QA provides deeper real-time insights into customer sentiment and quality management. The dashboard includes Help Request visibility across multiple channels (Chat, Email, Messaging, Phone, Video) for proactive management. * **Real-Time Call Monitoring and Coaching:** Supervisors can monitor, whisper-coach, or barge into live voice calls through Manager Workspace, with real-time transcription support and flexible session controls to enhance agent support and customer experience. ## Changes * **UI Theme Update:** Coral theme is now the default for new portals and mobile experiences, providing a fresh, brand-neutral look with dark mode options. * **Manager Dashboard Updates:** Addition of AI-powered widgets and expanded Help Request channel support on the Manager Workspace landing page enhance operational visibility and responsiveness. ## Activation and Deployment Workforce Optimization for CSM is available for installation through the ServiceNow Store. Customers should request the Workforce Optimization app from the store, where all available apps and version histories are maintained. Schedule Management activation requires no additional configuration post-activation and supports backward compatibility. ## Practical Benefits for ServiceNow Customers * Improved operational scalability and maintenance through modular architecture. * Enhanced workforce scheduling accuracy with monthly views and location-aware holiday management. * More effective management oversight using AI-driven insights and multi-channel Help Request monitoring. * Real-time agent support through call monitoring and coaching capabilities. * Greater flexibility in deploying and licensing scheduling features independently. Consolidated page of all release notes for Workforce Optimization for CSM from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Workforce Optimization 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 Workforce Optimization for CSM to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-workforceoptimizationforcsm-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 Workforce Optimization for CSM. {#dfrn3-workforceoptimizationforcsm-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [\[Placeholder link text to key decouple-channel-management-dependencies-from-wfo\]](https://www.servicenow.com/docs/access?context=decouple-channel-management-dependencies-from-wfo&family=zurich&ft:locale=en-US) : Decoupling Channel Management from the core Workforce Optimization (WFO) modules is necessary during dependencies or emergency situations. This architectural enhancement supports modular deployment, enabling independent updates or scaling of Channel Management without impacting other workforce engagement features. * Independent Deployment: Channel Management can be deployed independently, allowing for greater flexibility and control. * Reduced Inter-Module Dependencies: The decoupling reduces dependencies between modules, enhancing system stability. * Enhanced Scalability and Maintainability: The new architecture improves scalability and maintainability, making it easier to manage and expand. * Streamlined Future Upgrades: Future upgrades for individual modules can be streamlined, ensuring smoother and more efficient updates. [View the monthly staff alignment on the team calendar in the Manager Workspace](https://www.servicenow.com/docs/access?context=scheduling-configurable-wfo-cs&family=zurich&ft:locale=en-US) : Enable managers to plan, monitor, and adjust staffing more effectively with the month view on the Team Calendar tab in the Schedule page of the Manager Workspace. You can also view staffing and shift details across a full month to optimize and identify gaps in coverage, detect over staffing, and take proactive steps to balance workloads improving operational efficiency and responsiveness. [View the monthly schedule on the team calendar in the Configurable CSM or FSM Workspace](https://www.servicenow.com/docs/access?context=scheduling-configurable-wfo-cs&family=zurich&ft:locale=en-US) : Enable agents to view your upcoming shifts, time-off requests, and availability for the entire month in the month view of the Team Calendar in the CSM or FSM Configurable Workspace. This enables them to better plan their schedules, stay informed, and remain engaged with their work commitments. | | Australia | [\[Placeholder link text to key schedule-management-capabilities-in-csm-configurable-workspace\]](https://www.servicenow.com/docs/access?context=schedule-management-capabilities-in-csm-configurable-workspace&family=australia&ft:locale=en-US) : Enable Schedule Management schedule management capabilities in CSM configurable workspace: * Provide a standalone licensing and entitlement model for Schedule Management schedule management using the  "com.sn_shift_planning" plugin. * Support independent deployment of Schedule Management schedule management without Forecasting, Intraday Management, Coaching, or other Workforce Optimization modules. * Extend scheduling to support shift and roster management for FSM and Retail, enabling phased use of Workforce Optimization modules. [Location Based Holiday Calendar Management](https://www.servicenow.com/docs/access?context=location-based-holiday-calendar-management&family=australia&ft:locale=en-US) : Enable location-based holiday calendars to * Manage location‑based holiday calendars that auto‑sync to schedules, providing real‑time visibility into regional holiday impacts and supporting accurate shift planning. * Improve workforce scheduling and compliance by mapping holidays to specific regions, reducing manual adjustments and ensuring agents see their location‑based holidays in My Calendar. [Manager Workspace landing page](https://www.servicenow.com/docs/access?context=csm-configurable-manager-workspace-dashboards-new&family=australia&ft:locale=en-US) : Enhance the Manager Dashboard to view * New AI Insights tab on the Manager Dashboard in the Manager Workspace. * The AI powered widgets: Sentiment Analysis, Trending Topics, and Auto QA. These widgets provide deeper, real‑time visibility into customer sentiment signals, trending interaction themes, and quality evaluations. [Manager Workspace landing page](https://www.servicenow.com/docs/access?context=csm-configurable-manager-workspace-dashboards-new&family=australia&ft:locale=en-US) : Decouple the existing Manager Dashboard to make it available as a standalone feature. * Install and configure the Manager Dashboard independently to provide a streamlined, modular experience, retaining only essential alerts and core widgets for performance, work management, and resource visibility while removing scheduling and coaching components. * Managers can view Help Request alerts and Operational Insights when Channel Management is used with the Manager Dashboard. These capabilities are not available when Channel Management is used without the Manager Dashboard. * The Manager Dashboard includes a tab-based layout with widgets for Customer Signals and Quality Management --- Sentiment Analysis, Trending Topics, and Auto QA. Managers can access the Operations Insights tab with widgets such as Performance, Work Management, and Resource Management when additional capabilities are enabled. [Listen, Monitor or Barge in to an agent call](https://www.servicenow.com/docs/access?context=listen-agent-call-configurable-wfo-cs&family=australia&ft:locale=en-US) : Monitor, coach, or barge into voice calls to * Assist agents during live customer calls by opening the agent's active phone interaction in Manager Workspace. * Enable supervisors to silently monitor calls, whisper‑coach agents, join conversations, view real‑time transcription when the conversation panel is enabled, and switch modes or end the session at any time using the NVC utility panel. [Manager Workspace landing page](https://www.servicenow.com/docs/access?context=csm-configurable-manager-workspace-dashboards-new&family=australia&ft:locale=en-US) : Enable Manager dashboard to view the Help Request on the landing page. * View the Help Request tab on the Manager Workspace landing page and in Conversation Monitoring list view. * Segment Help Request interactions by different channel including Chat, Email, Messaging, Phone and Video. [Channel Management](https://www.servicenow.com/docs/access?context=explore-channels-configurable-wfo-cs&family=australia&ft:locale=en-US) : * View the Help Request tab on the Channel Management landing page. * Enable supervisors to open any active voice request to review context and take action by monitoring the live call, coaching the agent privately, or barging in to speak with both the agent and the customer. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Workforce Optimization for CSM features. {#dfrn3-workforceoptimizationforcsm-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 | [Manager Workspace landing page](https://www.servicenow.com/docs/access?context=csm-configurable-manager-workspace-dashboards-new&family=australia&ft:locale=en-US) : The following UI components have been added on the Manger Dashboard: * The dashboard includes new AI‑powered widgets --- Sentiment Analysis,Trending Topics, and Auto QA * Help requested can be viewed on the Manager Workspace landing page and in Conversation Monitoring list view. * The Help requested include different channels, such as Chat, Email, Messaging, Phone and Video. | [ ] ## Removed Between your current release family and Australia, some Workforce Optimization for CSM features or functionality were removed. {#dfrn3-workforceoptimizationforcsm-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 Workforce Optimization for CSM features or functionality were deprecated. {#dfrn3-workforceoptimizationforcsm-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 Workforce Optimization for CSM. {#dfrn3-workforceoptimizationforcsm-summary__entry__32} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : Install Workforce Optimization 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: Workforce Optimization for Customer Service 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 Workforce Optimization for CSM we have noted them here. {#dfrn3-workforceoptimizationforcsm-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 Workforce Optimization for CSM we have noted them here. {#dfrn3-workforceoptimizationforcsm-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 Workforce Optimization for CSM, such as specific requirements or compliance levels. {#dfrn3-workforceoptimizationforcsm-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Workforce Optimization for CSM we have noted them here. {#dfrn3-workforceoptimizationforcsm-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 Workforce Optimization for CSM we have noted them here. {#dfrn3-workforceoptimizationforcsm-summary__entry__62} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | * Manage location‑based holiday calendars to improve workforce scheduling by mapping holidays to specific regions, enabling managers to plan shifts with accuracy, and reduce manual adjustments. * Enhance the Manager Dashboard with standalone installation support and new AI-powered widgets (Sentiment Analysis, Trending Topics, and Auto QA) to provide actionable insights. * Support real-time supervisor assistance during customer calls in Manager Workspace, enabling monitoring, whisper coaching, and direct participation * Analyze the help requested interactions segmented by different channels, such as Chat, Email, Messaging, Phone and Video. * Enable Schedule Management as a standalone capability, with backward compatibility for existing deployments and no additional configuration required after activation. See [Workforce Optimization for Customer Service](https://www.servicenow.com/docs/access?context=configurable-wfo-cs&family=australia&ft:locale=en-US) for more information. | [ ]