--- 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 Workforce Optimization for CSM release notes for upgrades from Australia to Brazil # Combined Workforce Optimization 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) 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 Australia to Brazil This document consolidates release notes for Workforce Optimization for Customer Service Management (CSM) upgrades from the Australia to Brazil release versions. It assists ServiceNow customers in preparing for upgrades by summarizing new features, changes, and important upgrade information across these releases. If no updates were made for a particular release, this is explicitly noted for clarity. Show full answer Show less ## Key Features * **Schedule Management as a Standalone Capability:** Introduced in Australia, Schedule Management can now be enabled independently through the "com.snshiftplanning" plugin without requiring other Workforce Optimization modules. This supports shift and roster management for industries like Field Service Management (FSM) and Retail, enabling phased adoption. * **Location-Based Holiday Calendar Management:** Managers can map holidays to specific regions for automated syncing with schedules. This improves shift planning accuracy, workforce compliance, and reduces manual adjustments by showing location-based holidays in agents' calendars. * **Manager Workspace Enhancements:** The Manager Dashboard is now modular and can be installed and configured independently. It features new AI-powered widgets---Sentiment Analysis, Trending Topics, and Auto QA---that provide real-time insights into customer sentiment, interaction trends, and quality evaluations. * **Real-Time Supervisor Assistance During Calls:** Supervisors can monitor, whisper coach, or barge into live agent voice calls from the Manager Workspace. This includes viewing real-time transcriptions and switching interaction modes, supporting enhanced agent support and customer experience. * **Help Request Interaction Analysis:** Help Requests can now be segmented and reviewed by channel type, including Chat, Email, Messaging, Phone, and Video, both on the Manager Workspace and Channel Management landing pages. * **Shift Planning Improvements in Brazil Release:** Shift Planning administrators can move agents between shifts or schedules without unpublishing schedules, with configurable start and end dates. Bulk moves are supported, along with move validation and history tracking. ## Changes * Australia introduced AI-powered dashboard widgets and expanded channel visibility for Help Requests. * Brazil release contains no additional changes beyond the new features listed. ## Deprecations and Removals There were no features deprecated or removed between the Australia and Brazil releases. ## Activation and Installation Workforce Optimization for CSM is available via the ServiceNow Store. Customers should request installation through the Store and can consult the version history release notes for detailed cumulative information. Activation generally requires no additional configuration post-installation, especially for Schedule Management as a standalone module. ## Browser and Accessibility Requirements * ServiceNow Workspaces, including Workforce Optimization for CSM, do not support Internet Explorer, legacy Microsoft Edge, or mobile browsers. Supported browsers include Microsoft Edge (Chromium-based) and others listed in official browser support documentation. * No new accessibility compliance changes were introduced between these releases. ## Practical Benefits for ServiceNow Customers * Improved workforce scheduling accuracy via automated, regional holiday management reduces manual overhead and compliance risks. * Modular Manager Workspace allows tailored deployment of dashboards with powerful AI insights, enabling managers to act swiftly on customer sentiment and quality metrics. * Enhanced supervisor capabilities during live interactions improve coaching effectiveness and customer experience. * Flexible shift planning tools increase administrative efficiency, reducing downtime and complexity in schedule adjustments. * Comprehensive multi-channel help request visibility supports better resource allocation and interaction management. Consolidated page of all release notes for Workforce Optimization for CSM from Australia to Brazil. ## 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 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 Workforce Optimization for CSM to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-workforceoptimizationforcsm-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 Workforce Optimization for CSM. {#dfrn3-workforceoptimizationforcsm-summary__entry__8} | Release | Release notes | |-|-| | 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. | | Brazil | [Move agents between shifts and schedules in Shift Planning](https://www.servicenow.com/docs/access?context=move-agents-between-shifts-wfo-cs&family=brazil&ft:locale=en-US) : As a shift planning admin \[sn_shift_planning.admin\], you can move one or more agents from one shift to another, within the same published schedule or to a different published schedule. You no longer need to unpublish and republish the schedule. Each move has a start and end date, and you can configure for the agents to automatically revert to the original shift on the end date if required. You can move agents in bulk, using the same dates for all of them or separate dates for each. The system validates each move, and a move history records the changes. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Workforce Optimization for CSM features. {#dfrn3-workforceoptimizationforcsm-summary__entry__14} | Release | Release notes | |-|-| | 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. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Workforce Optimization for CSM features or functionality were removed. {#dfrn3-workforceoptimizationforcsm-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 Workforce Optimization for CSM features or functionality were deprecated. {#dfrn3-workforceoptimizationforcsm-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 Workforce Optimization for CSM. {#dfrn3-workforceoptimizationforcsm-summary__entry__32} | Release | Release notes | |-|-| | 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. | | Brazil | Activation information : Install Workforce Optimization by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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. | [ ] ## 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 | |-|-| | Australia | No updates for this release. | | Brazil | 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 | |-|-| | Australia | No updates for this release. | | 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 Workforce Optimization for CSM, such as specific requirements or compliance levels. {#dfrn3-workforceoptimizationforcsm-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 Workforce Optimization for CSM we have noted them here. {#dfrn3-workforceoptimizationforcsm-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 Workforce Optimization for CSM we have noted them here. {#dfrn3-workforceoptimizationforcsm-summary__entry__62} | Release | Release notes | |-|-| | 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. | | Brazil | * 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=brazil&ft:locale=en-US) for more information. | [ ]