Consolidated page of all release notes for Case management for CSM from Xanadu to Australia.
How to use this page
To help you prepare for your upgrade, we have combined the cross-family Case management for CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu 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 Case management for CSM to Australia
Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.
| Release |
Release notes |
Xanadu |
The customer service manager role [sn_customerservice_manager] includes the approver user role [approver_user]. The approver user role replaces the approval admin role
[approval_admin]. Users with the customer service manager role can approve the approval requests that are assigned to them.
|
Yokohama |
No updates for this release. |
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 Case management for CSM.
| Release |
Release notes |
Xanadu |
- Playbooks
- Use updated playbook templates in UI Builder that incorporate generative AI feature parity and Agent Experience modernization features such as the modeless dialogs, activity stream, lookup cards, and related
items.
- Order Operations Case Management
- Use the Order Operations Case Management application (com.sn_order_case) to create order cases that reference multiple line items, including orders and order lines. Agents can use these cases to process order-related
services such as order changes, inquiries, and disputes.
- Case lines and workflows
- Use the Case lines and workflows application (com.sn_case_line) to reference multiple line items on a case record, including orders or order lines, invoices or invoices lines, contracts, and sold products.
- Quick start tests for Customer Service Management
- After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.
|
Yokohama |
- Case Management for Invoice Operations
- Use the Case Management for Invoice Operations application (com.sn_csm_invoice) to create cases for multiple invoices or for specific invoice lines. Agents can use these cases to process invoice-related services such as
invoice disputes or requested corrections.
- Process mining
- Use the following features to find process improvement opportunities:
- Use work notes analysis to learn the operational reasons behind activity transitions. This feature is Now LLM based.
- Mine the configured base system project to investigate the causes and get a clear view of the long resolution times and delays.
- Quick start tests for Customer Service Management
- After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.
|
Zurich |
- Task plan templates
- Create templates that define the repeatable tasks and records that need to be created for business processes. Define the tasks, set the task order, and create conditions that determine when these tasks and records are
created.
- Add multiple entitlements to a case
- View the available entitlements on a customer service case and associate the multiple entitlements to the case. Available entitlements are associated with the account or consumer, product, and contract selected on the case
record.
- Recommend service definitions based on case context
- Recommend the most relevant services to an agent based on the record context, such as the short description or description of the interaction.
- Customer Service Case Types - Enable the service selector to launch record producers
- Use the Service Portal record producers when your agents are creating cases in CSM Configurable Workspace. Agents can select the service definitions from the case type selector and launch the record producers.
- Quick start tests for Customer Service Management
- After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.
|
Australia |
- Task Dependencies for Task Plan Templates
- Define dependency relationships between template items in the [sn_task_plan_template_dependency] table, and upon applying the template, create and store the resulting task dependencies in the [sn_task_dependency_m2m] table
to ensure controlled task sequencing through predecessor–successor relationships.
- Document References in Task Plan Templates
- Add documents to Task Plan Template items, storing document references in the [sn_task_plan_template_document] table and making them accessible through form views and related lists based on template state and user
permissions, ensuring secure and controlled document access aligned with template‑level permissions
|
Changes
Between your current release family and Australia, some changes were made to existing Case management for CSM features.
| Release |
Release notes |
Xanadu |
- Case type selector configuration
- Configure the Product Service select version of the case type selector to hide the product filter.
- Roles included with the customer service manager role
- The customer service manager role [sn_customerservice_manager] includes the approver user role [approver_user]. For upgrade customers, the approver user role replaces the approval admin role [approval_admin]. Users with the
customer service manager role can approve the approval requests that are assigned to them.
- Process Mining
- Added different variants of the two enhanced types of base system opportunities that you can use on a project to identify and address common inefficiencies in customer operations:
- Rule-based finding definitions: Execute one or more finding rule chains in sequence according to the definitions. The records that match the logic of these specifications are classified as a match for improvement
opportunities.
- Automated finding definitions: Show improvement opportunities by using the default patterns that are already available for selection.
|
Yokohama |
- Process mining
- Use the process mining enhancements to improve processes as needed:
- Removed the viewer role from all records in the Process Mining Content Pack for Customer Service Management (CSM).
- Set process configurations as read-only templates, deletable only by a process mining administrator. You can enable customers to copy the template or import specific parts into their custom
configuration.
- Case lines and workflows
- The Case Line table (sn_case_line) includes the Install base and Asset reference fields. These fields display information based on the selected account and product.
|
Zurich |
- [Placeholder link text to key sharing-task-plan-template]
- Sharing task plan templates ensures that only authorized users can access, edit, or
share templates based on their role and location, preventing misuse and maintaining
operational integrity. Sharing task plant template features include:
- Access control: Users can now provide access to task plan templates at various
levels, including user, group, and service organization.
- Ownership Management: The Owner or an Admin can change the ownership of a
Template by updating the Owner field.
- Global template: Task plan templates can be marked as global, making them
visible to all users with read access.
- Form and List Layouts: Admins can view and edit form and list layouts for
sharing, displaying all relevant fields.
- Notifications: In-app notifications are sent when access is granted, Selecting
the notification opens the shared template directly.
- Task plan template configurations
- Admins can create configurations for task plan templates that pre-fill information
when creating a new task plan template.
- Filtering service
definitions
- Enable agents to filter the service definitions that are shown on the service
selector in the following ways:
- By user, role, group, or agent
- By
entity critera
such as location, customer level, or related entities
- Case lines for Case Management -
Add multiple entitlements to case lines
- View the available entitlements on a case line and associate the multiple
entitlements to that case line. Available entitlements are associated with the
contracts and entitlements that are purchased by the
customer.
- Targeted
Communications and
Case Digests workflows
- Legacy workflows for the Targeted Communications (com.sn_publications) and Case
Digests (com.sn_csm_case_digest) applications have been migrated to low-code flows in
Workflow Studio. The functionality of the flows remains the
same.
- Classifying
sensitive data
- Fields in the Customer Service Management and Targeted Communications tables are
mapped to the Data Privacy data classes. For more information, see the Data privacy overview topic in
the ServiceNow®
Platform Security documentation.
- Deny-Unless ACLs implemented on CSM tables
- Deny-Unless access control lists (ACLs) were implemented on CSM tables for non-authenticated users, such as users with
public roles. With this minimum-security setting, only authenticated users can perform
read, write, delete, or create actions on these tables. For more information about
Deny-Unless ACLs, see the Deny-Unless
ACL topic in the ServiceNow®
Platform Security documentation.
- Customer Service Case Types
moved from family to store release
- Starting with the Zurich release, the Customer Service Case Types
application (sn_csm_case_types) has moved to the ServiceNow Store. Any
new enhancements to this application are delivered through the Customer Service Case
Types store app.
|
Australia |
- Major Issue Management
- Case Type consistency improvements: This update ensures case type consistency when creating and managing major cases and their related child cases, improving accuracy and reducing manual correction.
- Create major cases automatically upon approval, and major cases now inherit the same case type as the originating case.
- Promote the proposed case directly to a major case I-if no account or consumer or partner exists on the originating major case.
- Use the major case's case type and inherit the fields defined in (sn_customerservice.case_fields_to_sync) property or defined through extension point for child cases.
- Task plan templates
- Add flexible task dependency management to task plan templates, and support for attachments.
- Schedule offsets can be defined when creating dependencies, allowing tasks to start within a specified time period (minutes, hours, days, or weeks).
- Configure and manage task dependencies directly from task dependency list and view layouts.
- Built‑in validations prevent circular dependencies, ensuring task plans remain accurate and reliable.
- Ability to attach documents to tasks or cases.
- Select Apply Template for any published task plan templates to automatically add all document references from the original template items to the newly created tasks, ensuring seamless access for
task owners to all required documents.
- Case type selector for creating cases
-
The case type selector is now activated by default when creating cases of these types:
- Interaction
- Account
- Contact
- Consumer
- Sold product
- Install base item
- Related lists: child case, case task
- List view
- Case task list view
|
Removed
Between your current release family and Australia, some Case management for CSM features or functionality were removed.
| Release |
Release notes |
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
Australia |
No updates for this release. |
Deprecations
Between your current release family and Australia, some Case management for CSM features or functionality were deprecated.
| Release |
Release notes |
Xanadu |
Starting with the Xanadu release, CSM Agent Workspace is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base. CSM Configurable Workspace provides the latest experience for this functionality.
|
Yokohama |
Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. ServiceNow Voice with Amazon Connect provides the latest experience for this functionality. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
|
Zurich |
- Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. ServiceNow Voice with Amazon Connect provides the latest experience for this functionality. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
- Starting with the Zurich release, the Customer Service Case Types plugin is available as a store plugin and, as such, the family version of the plugin is
being prepared for future deprecation. Upon upgrading, customers will automatically move to the store version of the plugin. It will be
hidden from the family plugins and no longer installed on new instances but will continue to be
supported as a store plugin. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
|
Australia |
No updates for this release. |
Activation information
Review information on how to activate Case management for CSM.
| Release |
Release notes |
Xanadu |
Customer Service Management is a ServiceNow AI Platform feature that is available with activation of the Customer Service Management plugin (com.sn_customerservice). For details, see Activate Customer Service Management.
Additional Customer Service Management features are available with the activation of other plugins. For details, see Additional plugins for Customer Service Management.
|
Yokohama |
Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management.
|
Zurich |
Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management.
|
Australia |
No updates for this release. |
Additional requirements
If any additional requirements were introduced or changed for Case management for CSM we have noted them here.
| Release |
Release notes |
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
Australia |
No updates for this release. |
Browser requirements
If any specific browser requirements were introduced or changed for Case management for CSM we have noted them here.
| Release |
Release notes |
Xanadu |
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.
|
Yokohama |
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.
|
Zurich |
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.
|
Australia |
No updates for this release. |
Accessibility information
Review details on accessibility information for Case management for CSM, such as specific requirements or compliance levels.
| Release |
Release notes |
Xanadu |
The following templates were updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content
can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
Australia |
No updates for this release. |
Localization information
If there are specific localization considerations for Case management for CSM we have noted them here.
| Release |
Release notes |
Xanadu |
No updates for this release. |
Yokohama |
No updates for this release. |
Zurich |
No updates for this release. |
Australia |
No updates for this release. |
Highlight information
If there are specific highlight considerations for Case management for CSM we have noted them here.
| Release |
Release notes |
Xanadu |
- Create pages and page variants that contain horizontal or vertical playbooks by using playbook templates.
- Use playbook record pages in CSM Configurable Workspace to guide users through the stages and activities of a playbook and resolve cases.
- Identify common inefficiencies in customer operations by using process mining definitions.
See Case management for Customer Service Management for more information.
|
Yokohama |
- Create cases for invoice-related services such as invoice disputes or requested corrections with the Case management for Invoice Operations application.
- Use process mining to mine the configured base system project to investigate the causes of long resolution times.
See Case management for Customer Service Management for more information.
|
Zurich |
- Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity.
- View the most relevant services that are available for customers when creating customer service cases.
- View and select from the available entitlements that are associated with the customer, product, and contract information to associate multiple entitlements with customer service cases.
- Filter the service definitions that are displayed to agents based on such criteria as the assigned role or
group, or entity
criteria.
See Case management for Customer Service Management for more information.
|
Australia |
- Major cases now have the same case type as the original case, and associated child cases also have the same case type.
- Enhancements to task plan templates to support task dependency, and to support document attachments in task plan template items.
- Migrating several applications from family to store.
See Case management for more information.
|