--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-australia-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3ba bundleId : - delta3ba --- # Combined Agent experience for CSM release notes for upgrades from Australia to Brazil # Combined Agent experience for CSM release notes for upgrades from Australia to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 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 Agent experience for CSM release notes for upgrades from Australia to Brazil This consolidated release notes document provides ServiceNow customers with an integrated view of the Agent experience updates for Customer Service Management (CSM) across releases from Australia to Brazil. It is designed to assist customers in preparing for upgrades by summarizing new features, changes, removals, deprecations, activation requirements, browser support, accessibility improvements, and other relevant information for Agent experience in CSM. Show full answer Show less Key focus areas include enhancements in CRM Workspace, interoperability with ITSM Service Operations Workspace, AI-assisted wrap-up features, and usability improvements for agents managing customer cases and interactions. ## Key Features * **Activity Timer Log:** Agents can track the time spent on cases and interactions with detailed reporting capabilities in CRM Workspace. * **Dock in CRM Workspace:** Agents can minimize drafts of comments, emails, and work notes to a dock at the bottom of the workspace for quick access and management. * **Form Template Enhancements:** Conditional templates allow automatic population of fields including email body text with dynamic values from Case and related tables, promoting efficiency and consistency. * **Workspace Record Page Interoperability:** Enables agents to use record pages across CRM Workspace and ITSM Service Operations Workspace, including Incident and Change pages. * **AI Interaction Wrap-up:** AI assistance generates wrap-up content such as codes and notes, reducing manual effort during interaction closeout. * **Visual Indicators for Unsaved Changes:** Fields with unsaved changes are highlighted with icons and background colors for better visibility in CRM Workspace. * **Knowledge Center Article Editor:** Article creation and editing capabilities are integrated directly within CRM Workspace. * **Unread Email Count:** Interaction tabs display the number of unread emails with tooltips previewing the latest message. * **Collaborate Component:** Real-time communication with stakeholders is enabled within CRM Workspace's contextual side panel. * **SLA Component:** SLA cards are accessible on the Front-line case page for quick SLA visibility. * **Enhanced Email Interaction Page:** Features include draft minimization to docks, activity feed sorting, and a lookup component for linking contacts and consumers. * **Create Actions and Attachment Viewing:** Multiple record creation types via a modeless dialog and modeless attachment viewing allow multitasking without losing context. * **Auto-Dismiss Alerts:** Info, Low, and Moderate alerts auto-dismiss after five seconds to reduce visual clutter; critical alerts remain persistent. * **Expanded Tab Limits:** Agents can open up to 20 active tabs in CRM Workspace to manage multiple tasks efficiently. * **Multiple Lists in Primary Tabs:** Agents can open several lists in separate primary tabs to enable seamless switching without losing workspace context. * **Granular Admin Roles:** Introduces feature-specific admin roles to enhance security and reduce over-privileged access. ## Changes and Improvements * **Knowledge Article Link Insertion:** Inserted article links now show article titles alongside numbers as hyperlinks across the Front-line case page, Email Interaction record page, and CSM default record page for better clarity. * **Editable Record Headers:** Agents can edit short descriptions directly from the header on multiple record pages. * **Name Change for Configurable Workspace:** Workspace names now reflect installed products, such as CRM Workspace for Customer Service Management or industry-specific names. * **ServiceNow Otto Rebranding:** The AI experience brand is updated to ServiceNow Otto for Customer Service Management starting Zurich Patch 12, with no changes to product entitlements. ## Activation and Requirements * **Activation:** CRM Workspace is activated via the Customer Service plugin (com.sncustomerservice) with installation through the ServiceNow Store. For Brazil, activation requires the Case Management Core plugin with a separate subscription. * **Browser Support:** ServiceNow workspaces do not support mobile devices, Internet Explorer, or legacy Microsoft Edge. Supported browsers include Microsoft Edge Chromium and other standard desktop browsers. * **Accessibility Enhancements:** Improvements in keyboard navigation, color contrast, screen reader support, and reflow support enable content zooming up to 400% without loss of functionality, benefiting users with visual impairments or accessibility needs. ## What Customers Can Expect * A more efficient and streamlined agent workspace with centralized draft management and improved multitasking capabilities. * Better integration and interoperability between CRM and ITSM workspaces for a unified agent experience. * AI-powered tools to reduce manual effort and improve interaction wrap-up accuracy. * Enhanced usability through visual indicators, editable headers, and improved knowledge article linking. * Greater security and role management flexibility with granular admin roles. * Consistent activation and browser support guidance ensuring smooth deployment and operation. * Improved accessibility compliance to support a broader range of Consolidated page of all release notes for Agent experience for CSM from Australia to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Agent experience for CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Australia to Brazil. 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 Agent experience for CSM to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-agentexperienceforcsm-summary__entry__2} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Agent experience for CSM. {#dfrn3-agentexperienceforcsm-summary__entry__8} | Release | Release notes | |-|-| | Australia | [Activity timer log](https://www.servicenow.com/docs/access?context=csm-config-ws-time-tracking&family=australia&ft:locale=en-US) : Track the time that agents spend working on cases and interactions in CRM Workspace. View a time log report to see detailed records of the time spent on projects and tasks. [Dock in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-bottom-utility-bar&family=australia&ft:locale=en-US) : Enable agents to minimize drafts of comments, work notes, or emails to a dock at the bottom of the workspace page. This centralized location provides agents with the ability to see all current drafts at a glance. [Form template enhancements](https://www.servicenow.com/docs/access?context=csm-workspace-form-templates&family=australia&ft:locale=en-US) : Save time and promote consistency by creating conditional templates, setting field-level conditions, and automatically populating email body text. Populate these fields using dynamic values from the Case table and related tables. Preview template changes before applying them to a record. [Workspace record page interoperability](https://www.servicenow.com/docs/access?context=csm-config-ws-pages-templates&family=australia&ft:locale=en-US) : Enable agents to use record pages between CRM Workspace and ITSM Service Operations Workspace. The following ITSM pages are interoperable across CSM: * Incident page * Change page [AI interaction wrap-up](https://www.servicenow.com/docs/access?context=interaction-wrapup-ai-generated&family=australia&ft:locale=en-US) : Provide agents with AI assistance during the interaction wrap-up period. This feature generates wrap-up content for interaction records, such as the wrap-up code and notes. [Highlight fields with unsaved changes](https://www.servicenow.com/docs/access?context=csm-workspace-agent-actions&family=australia&ft:locale=en-US) : Use visual indicators in CRM Workspace such as icons and background colors to indicate form fields with unsaved changes. [Knowledge Center article editor available in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-workspace-create-knowledge&family=australia&ft:locale=en-US) : Use the Knowledge Center article editor to create and edit knowledge articles in CRM Workspace. Agents can access the editing capabilities available in the article editor to format knowledge article content such as text, images, and media. [Unread email count on interaction tabs](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US) : Displays the number of unread email messages on interaction tabs in CRM Workspace. Hovering over a tab displays a tooltip with a preview of the most recent email. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Agent experience for CSM features. {#dfrn3-agentexperienceforcsm-summary__entry__14} | Release | Release notes | |-|-| | Australia | [\[Placeholder link text to key csm-front-line-case-page\]](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=australia&ft:locale=en-US)Knowledge article link insertion from Recommended Actions : Selecting any of the three attach knowledge article options for work notes, comments, or email from the Recommended Actions panel now automatically switches to the relevant target tab, so the inserted link is immediately visible without manual navigation. Inserted links also now display the article title alongside the article number as a hyperlink, replacing the previous article-number-only display. This enhancement applies to the Front-line case page and CSM default record page. [\[Placeholder link text to key csm-email-interaction-record-page\]](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US)Knowledge article link insertion from Recommended Actions on the Email Interaction record page : Inserted knowledge article links from the Recommended Actions panel now display the article title alongside the article number as a hyperlink in the email body, replacing the previous article-number-only display. This enhancement applies to the Email Interaction record page. [Editable record headers](https://www.servicenow.com/docs/access?context=csm-workspace-agent-actions&family=australia&ft:locale=en-US) : Enables agents to edit the short description of a record directly from the header field. This feature is available on the following record pages: * Front-line case page * CSM Interaction record page * CSM default record page [Collaborate component in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-collaborate-component&family=australia&ft:locale=en-US) : Use the Collaborate component in the contextual side panel in CRM Workspace to communicate and collaborate with stakeholders in real time to resolve cases. [SLA component on the Front-line case page](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=australia&ft:locale=en-US) : Use the Service Level Agreement (SLA) component in the contextual side panel on the Front-line case page to view SLAs. The SLA cards appear in the Record Information tab below the record information card. [Email Interaction record page enhancements](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US) : Minimize drafts to a dock at the bottom of the workspace page in the inline modeless composer. View activities in the activity feed at the top of the page in reverse order, with the newest entries displayed at the bottom. [Lookup component added to the Email Interaction record page](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US) : Enable agents to look up contacts and consumers by name, phone number, or email address and link them to a record. [Create actions on the Front-line case page](https://www.servicenow.com/docs/access?context=csm-config-ws-action-layout-groups&family=australia&ft:locale=en-US) : Create different types of records by using the Create button on the Front-line case page. Selecting an action from the Create button, such as creating an incident or a knowledge gap, opens the form in a modeless dialogue. [View attachments in modeless dialogs](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&family=australia&ft:locale=en-US) : Enable agents to access and review attachments in modeless dialogs instead of workspace tabs. Agents can easily view attachments while also viewing case information and drafts of emails, comments, or work notes. [Auto-dismiss alerts](https://www.servicenow.com/docs/access?context=auto-dismiss-alerts-in-csm-configurable-workspace&family=australia&ft:locale=en-US) : Reduce visual clutter through auto-dismissible alerts, which are enabled by default for Info, Low, and Moderate alerts, with a default timer of five seconds. Critical and High alerts remain persistent to ensure important notifications stay visible. [Maximum number of active tabs in CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-config-workspace-interface&family=australia&ft:locale=en-US) : Agents can open up to 20 active tabs (previously 10) in CRM Workspace to handle multiple tasks simultaneously without losing context. [Open multiple lists in separate primary tabs](https://www.servicenow.com/docs/access?context=csm-config-workspace-list-views&family=australia&ft:locale=en-US) : Agents can now open multiple lists in different CRM Workspace primary tabs, enabling seamless context switching between lists without losing their current workspace view. [Granular admin roles](https://www.servicenow.com/docs/access?context=r_RolesInstalledWithCustomerService&family=australia&ft:locale=en-US) : Enhance security, reduce over-privileged accounts, and enable flexible, task-focused permission management by assigning granular, feature-specific roles to replace broad admin access. | | Brazil | [Name change for CSM/FSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-base-experience&family=brazil&ft:locale=en-US) : The name of the CSM/FSM Configurable Workspace has changed. The workspace name is dependent on the installed products. * CRM Workspace: For customers using the Customer Service Management application or working in the Customer Relationship Management (CRM) environment. * Industry-specific names: For customers using any of the industry products, such as Financial Services or Public Sector. [ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/access?context=now-assist-csm&family=brazil&ft:locale=en-US) : Starting with Zurich Patch 12, ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Customer Service Management (CSM). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. | [ ] ## Removed Between your current release family and Brazil, some Agent experience for CSM features or functionality were removed. {#dfrn3-agentexperienceforcsm-summary__entry__20} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Agent experience for CSM features or functionality were deprecated. {#dfrn3-agentexperienceforcsm-summary__entry__26} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Agent experience for CSM. {#dfrn3-agentexperienceforcsm-summary__entry__32} | Release | Release notes | |-|-| | Australia | Activation information : CRM Workspace 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=australia&ft:locale=en-US). Install CRM Workspace 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: CRM Workspace is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | Activation information : Agent experience for CSM is available with activation of the Case Management Core plugin (com.sn_customerservice), which requires a separate subscription. For details, see [Activate Customer Service](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=brazil&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Agent experience for CSM we have noted them here. {#dfrn3-agentexperienceforcsm-summary__entry__38} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Agent experience for CSM we have noted them here. {#dfrn3-agentexperienceforcsm-summary__entry__44} | Release | Release notes | |-|-| | Australia | 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=australia&ft:locale=en-US). | | Brazil | 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=brazil&ft:locale=en-US). | [ ] ## Accessibility information Review details on accessibility information for Agent experience for CSM, such as specific requirements or compliance levels. {#dfrn3-agentexperienceforcsm-summary__entry__50} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Accessibility information : * Accessibility improvements were made to the following CRM Workspace components: Special Handling Notes, Account Hierarchy, and Resolution Shaper. Updates include keyboard navigation, color contrast, and screen reader compatibility. These improvements help users who rely on screen readers, keyboard-only users, and users with low vision. * Reflow support for CRM Workspace components: Content can be zoomed up to 400% through your browser settings, with page layouts automatically transforming into a vertical, stacked view without loss of content or functionality. This enhancement helps users with low vision or who have trouble seeing web content due to monitor size, device type, poor lighting, or other situations. | [ ] ## Localization information If there are specific localization considerations for Agent experience for CSM we have noted them here. {#dfrn3-agentexperienceforcsm-summary__entry__56} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Agent experience for CSM we have noted them here. {#dfrn3-agentexperienceforcsm-summary__entry__62} | Release | Release notes | |-|-| | Australia | * Minimize drafts of comments, work notes, and emails to a dock at the bottom of CRM Workspace and keep track of documents in this centralized location. * Enable agents to work from a single location with the ability to view CRM Workspace record pages in other workspaces. * Populate interaction wrap-up codes and notes by using AI, saving agents time. * Auto-populate record fields and email drafts with dynamic values using form templates. See [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=australia&ft:locale=en-US) for more information. | | Brazil | * Manage cases, accounts and contacts, and consumers from multiple channels like email, voice, and chat on a single screen. * Work on multiple cases, tasks, and other customer records within a single browser window and quickly move between records. * Use the contextual display to get a complete view of a customer's history, including interactions, products, and cases. See [Customer Service Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=brazil&ft:locale=en-US) for more information. | [ ]