--- 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 Customer Service Problem Management release notes for upgrades from Australia to Brazil # Combined Customer Service Problem Management 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) 6 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 Customer Service Problem Management Release Notes for Upgrades from Australia to Brazil This consolidated release notes document assists ServiceNow customers in preparing for upgrades of Customer Service Problem Management from the Australia release family to the Brazil release family. It summarizes new features, changes, removals, deprecations, activation instructions, and other relevant information to facilitate smooth transitions and effective use of new capabilities. Show full answer Show less ## New Features * **Australia Release Highlights:** * Service Problem case record page enables access to account context and diagnostics in one workspace, including Customer 360 data. * Dispute analysis recording allows detailed capture of dispute reasons using hierarchical categories during resolution stages. * Preliminary troubleshooter automates processing of payment status tasks using contextual case and knowledge base information. * Service test and repair workflow autonomously runs mapped test groups, creates repair tasks for failures, and updates summaries without user intervention. * Customer Dispute Management (CDM) case type supports comprehensive dispute case management with SLA enforcement, audit history, root cause analysis, and deadlock letter generation. * AI-driven features generate resolution notes, analyze customer sentiment on linked cases, summarize linked records, and generate deadlock letters to support dispute escalation. * **Brazil Release Highlights:** * Service Lifecycle Request introduces a new case type for managing customer-initiated service ownership changes, including transfer of responsibility. ## Changes * **Australia:** * The Now LLM Service is deprecated as the default model provider; a third-party LLM is now default for new or inactive AI assets, though manual selection of Now LLM remains possible. * Usability improvements on the Service Problem case record page include a refresh button in the Repair stage, new icons to toggle views, and addition of a Customer 360 tab. * **Brazil:** * Test group functionality enhanced to allow direct addition of characteristics, mapping of product specifications, and propagation of these to reduce manual setup and errors. ## Removals and Deprecations No Customer Service Problem Management features or functionalities were removed or deprecated between Australia and Brazil releases. ## Activation Information * Customer Service Problem Management must be installed via the ServiceNow Store for both Australia and Brazil releases. * For Australia, the **Case Playbook for Complaints (sncomplaint)** plugin is required to enable the CDM case type. ## Additional Considerations * **Browser and Accessibility:** No changes or new requirements were introduced in either release. * **Localization:** No specific localization updates noted. * **Highlight Information:** * From Australia Patch 5 onwards, ServiceNow Otto® is the new AI experience brand, reflected in product naming but entitlements remain unchanged. * Australia releases also introduced AI-driven workflows for dispute management and service problem resolution improvements. * Brazil release focuses on structured problem diagnosis, AI-driven broadband/internet issue resolution, and enhanced test group management. ## Practical Implications for ServiceNow Customers Upgrading to Brazil enables customers to leverage enhanced case management capabilities, AI-powered dispute resolution tools, and improved test and repair workflows that reduce manual effort and improve accuracy. The introduction of the Service Lifecycle Request case type supports new service ownership scenarios. Customers should ensure proper installation from the ServiceNow Store and meet plugin prerequisites to fully utilize these features. The changes enhance the ability to diagnose and resolve customer service problems efficiently while maintaining compliance with SLAs and supporting customer communication through generated documentation. Consolidated page of all release notes for Customer Service Problem Management from Australia to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Service Problem Management 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 Customer Service Problem Management to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customerserviceproblemmanagement-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 Customer Service Problem Management. {#dfrn3-customerserviceproblemmanagement-summary__entry__8} | Release | Release notes | |-|-| | Australia | [Service Problem case record page](https://www.servicenow.com/docs/access?context=service-problem-case-record-page&family=australia&ft:locale=en-US) : Access account context and diagnostics in one workspace without navigating away from the case View using Service Problem Case record view. You can also view the Customer 360 data with broader account context. [Resolve a customer dispute and record the dispute analysis](https://www.servicenow.com/docs/access?context=resolve-customer-dispute&family=australia&ft:locale=en-US) : Record the analysis of a dispute using the hierarchy of product, category, subcategory, and reason in the dispute analysis record. You can record the these details in the Resolution and dispute analysis stage of the CDM playbook. This gives you much clearer visibility into why disputes happen and where to focus process improvements. [Preliminary troubleshooter](https://www.servicenow.com/docs/access?context=now-assist-tmt-preliminary-troubleshooter-agentic-workflow&family=australia&ft:locale=en-US) : Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles. [Service test and repair](https://www.servicenow.com/docs/access?context=now-assist-tmt-service-test-repair-agentic-workflow&family=australia&ft:locale=en-US) : Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs. This workflow also updates the consolidated summary in work notes and runs autonomously in the background without any user interaction. [Customer Dispute Management](https://www.servicenow.com/docs/access?context=alternative-dispute-resolution&family=australia&ft:locale=en-US) : Use the CDM case type to capture complete case details and manage investigations and resolutions while enforcing Service Level Agreement (SLA) compliance. You can also maintain audit and Root Cause Analysis (RCA) history and generate deadlock letters for customer or partner communication. [Generate ADR resolution notes](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution-notes-ad&family=australia&ft:locale=en-US) : Generates resolution notes for a customer dispute in the CDM case record. [Analyze the sentiment of a service problem case](https://www.servicenow.com/docs/access?context=now-assist-tmt-analyze-sentiment-spc-adr&family=australia&ft:locale=en-US) : Analyze customer sentiment on the case records that are linked with the customer dispute. This skill enables you to select the relevant linked records for CDM case record. [Summarize the linked records](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-linked-record&family=australia&ft:locale=en-US) : Generates a comprehensive summary the case records that are linked to the customer dispute in the CDM case record. [Generate a deadlock letter](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-deadlock-letter&family=australia&ft:locale=en-US) : Generates a deadlock letter details for a customer dispute in the CDM case record. You can generate the deadlock letter when the customer rejects the complaint resolution and opt for legal procedures. | | Brazil | Service Lifecycle Request : Create cases for customer-initiated changes to the ownership of an existing service. A new case type, Account change request, extends the Customer Service base case and includes child tables to support use cases such as transfer of responsibility. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Customer Service Problem Management features. {#dfrn3-customerserviceproblemmanagement-summary__entry__14} | Release | Release notes | |-|-| | Australia | [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Diagnose and resolve a service problem case](https://www.servicenow.com/docs/access?context=work-on-service-problem-case&family=australia&ft:locale=en-US) : A refresh button is added to the Repair stage in the Service Problem Case. [Service Problem case record page](https://www.servicenow.com/docs/access?context=service-problem-case-record-page&family=australia&ft:locale=en-US) : New icons on the Service Problem case record for toggling between the playbook and record page views. Customer 360 tab is added to the Service Problem Case record page. | | Brazil | [Test group characteristics](https://www.servicenow.com/docs/access?context=test-group-characteristics&family=brazil&ft:locale=en-US) : Add characteristics directly to Test Groups, map product specifications to the Test Group that should run. Propagate those values to Test Definitions through attribute mapping and decomposition rules. The right tests run with the correct inputs for each product, reducing manual configuration and errors. | [ ] ## Removed Between your current release family and Brazil, some Customer Service Problem Management features or functionality were removed. {#dfrn3-customerserviceproblemmanagement-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 Customer Service Problem Management features or functionality were deprecated. {#dfrn3-customerserviceproblemmanagement-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 Customer Service Problem Management. {#dfrn3-customerserviceproblemmanagement-summary__entry__32} | Release | Release notes | |-|-| | Australia | Activation information : Install Customer Service Problem Management 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: Customer Service Problem Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | Activation information : Install Customer Service Problem Management by requesting it from the ServiceNow Store. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-summary__entry__38} | Release | Release notes | |-|-| | Australia | Additional requirements : You must install Case Playbook for Complaints (sn_complaint) plugin to use the CDM case type. | | Brazil | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-summary__entry__44} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Customer Service Problem Management, such as specific requirements or compliance levels. {#dfrn3-customerserviceproblemmanagement-summary__entry__50} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-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 Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-summary__entry__62} | Release | Release notes | |-|-| | Australia | [Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&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 Telecommunications, Media, and Technology (TMT). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. * Use the Service Problem Case record page to view Customer 360 data. * Perform and record dispute analysis in the Customer Dispute Management (CDM) case. [Australia Patch 1](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US) * Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles. * Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs. Australia Early Availability * Use CDM feature to acknowledge and register customer disputes or complaints, conduct investigations, and deliver timely resolutions. * Automatically generate clear resolution notes to help you efficiently document and close customer disputes in CDM cases. * Gain insights into customer sentiment and easily identify the most relevant case records to support faster and informed dispute resolution. * Get a comprehensive summary of all linked case records to quickly understand and act on customer disputes. * Generate deadlock letters to support consumers moving to legal procedures when complaint resolutions are not accepted. See [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=australia&ft:locale=en-US) for more information. | | Brazil | * Identify and resolve service problems that customers experience, using a structured approach to customer-reported issues. * Define tests that diagnose service problems, then apply targeted solutions based on the results. * Resolve broadband and internet issues with AI-driven workflows that track network tickets and create actionable tasks for customer agents. See [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=brazil&ft:locale=en-US) for more information. | [ ]