--- 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 Customer Service CSM release notes for upgrades from Zurich to Australia # Combined Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service CSM Release Notes for Upgrades from Zurich to Australia This consolidated release notes document assists ServiceNow customers in preparing for upgrading the Workforce Optimization for Customer Service (CSM) application from the Zurich to Australia release. It compiles all relevant updates, feature changes, activation guidance, and other key information across these releases to streamline upgrade planning. Show full answer Show less Notably, both the Zurich and Australia releases contain **no updates** across new features, changes, removals, or deprecations for Workforce Optimization for Customer Service CSM, indicating stability in this product during this upgrade cycle. ## Activation and Additional Requirements * Workforce Optimization for Customer Service must be installed via the **ServiceNow Store**. Customers can request and manage this app through the Store interface. * There are no new additional requirements or browser compatibility changes introduced in either Zurich or Australia releases for this product. ## Accessibility and Localization * Zurich release introduced a **dark theme option** within the Coral UI theme for both web and mobile, enhancing readability and reducing eye strain. * There are no further accessibility or localization updates in the Australia release. ## Highlight Information * Zurich release decoupled **Channel Management** from core Workforce Optimization modules, enabling modular deployment. This allows Channel Management to be updated or scaled independently without impacting other workforce engagement features. * Managers can now view the **team calendar in month view** on the Schedule page within Manager Workspace, offering a broader overview of staffing and shift schedules. * Agents have access to the **team calendar month view** within Configurable CSM or FSM Workspace, supporting improved planning and work engagement. * There are no new highlight updates in the Australia release. ## Key Takeaways for ServiceNow Customers * The upgrade from Zurich to Australia for Workforce Optimization for Customer Service CSM is straightforward due to lack of changes, but customers should still follow pre- and post-upgrade tasks. * Installation and activation continue to rely on the ServiceNow Store, so customers should ensure they have appropriate access for app requests. * The modular architecture improvements and enhanced calendar views introduced in Zurich enable better workforce scheduling flexibility and visibility for managers and agents alike. * Accessibility enhancements like the dark theme improve user experience, especially for prolonged usage. Consolidated page of all release notes for Workforce Optimization for Customer Service 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 Customer Service 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 Customer Service CSM to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Customer Service CSM. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM features. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM features or functionality were removed. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Customer Service CSM features or functionality were deprecated. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Customer Service CSM. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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=zurich&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. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Customer Service CSM, such as specific requirements or compliance levels. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__62} | Release | Release notes | |-|-| | Zurich | * Decoupling Channel Management from the core Workforce Optimization (WFO) modules supports modular deployment, enabling independent updates or scaling of Channel Management without impacting other workforce engagement. * Enable managers to view the team calendar in the month view on the Schedule page within the Manager Workspace, providing a broader overview of staffing and shift details. * Enable agents to view the team calendar in the month view within the Configurable CSM or FSM Workspace for better planning and engagement with your work commitments. See [\[Placeholder link text to key bundle-csm.explore-configurable-wfo-cs\]](https://www.servicenow.com/docs/access?context=explore-configurable-wfo-cs&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]