Combined Predictive AI for CSM release notes for upgrades from Xanadu to Australia

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Predictive AI 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 Predictive AI 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	No updates for this release.
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 Predictive AI for CSM.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	Australia Patch 3 Now Assist for CSM Major Issue Management Use AI to proactively detect emerging issues from case patterns and automatically propose major cases when similar cases trend together. The system monitors recent cases for correlated patterns across the product model hierarchy, and when it identifies a developing issue that no existing major case covers, it proposes a case as a major case candidate for review. Major issue managers gain earlier visibility into developing case patterns and can escalate to major case status faster, reducing the time customers experience disruption. Now Assist for CSM- Case insights section Resolve cases faster with a new case insights section that brings together key case details, customer summary, issue history, sentiment scores, and special handling notes in one consolidated view. Customer Service Management AI agent collection- Voice-driven case status retrieval and updates: Reduce live agent dependency by enabling customers to check open case statuses and submit case updates through guided voice interactions across Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect CCaaS platforms. Customer sentiment analysis on email interaction page View automated sentiment scores and trends from conversation directly on the email interaction page in Now Assist for CSM, The system reads customer emails and gives a score to show how the customer is feeling, so agents and managers can quickly check the customer's mood without reading the whole conversation. Now Assist for CSM Case Playbook for Complaints Replaced the Agent Assist tab in the side panel with a Recommended Actions tab. Configure extended tables Automatically receive concise summaries of case resolutions in Now Assist for CSM, with the extended table, enabling customer agents to quickly understand resolution details and respond to customers. Australia Patch 2 Now Assist for CSM- Quality assurance management skill Automatically evaluate agent activity on closed cases using AI models that score each interaction against a configurable quality rubric, eliminating manual sampling and ensuring consistent, objective assessments at scale. Now Assist for CSM-Extended table support for email reply recommendation skill Automatically receive email reply recommendations on extended table record pages in Now Assist for CSM, allowing agents to quickly respond to customers, provide intelligent recommendations and reducing manual effort. Australia Patch 1 ServiceNow product tiers The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: Foundation: AI basics to deliver insights Advanced: AI to boost productivity across relevant use cases Prime: Act autonomously with all AI assets and create your own Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. Now Assist for CSM-AI workflow tab added in Core UI Availability of AI Workflow tab within case view of case table records and email interaction view of interaction records in Core UI, showing agentic workflows and actionable AI-driven insights directly in the record UI. Now Assist for CSM-Filter controls in Now Assist Guardian Availability of filter controls for CSM in the Now Assist Guardian interface, allowing users to toggle the base system filters on and off. Filtered results display in a user-friendly format for quick case review and action. Guided Decisions - UI Layout tab for the Guided Decision with inputs/outputs activity Configure the display of knowledge articles directly from the UI Layout tab by setting a default article height and choosing whether articles appear collapsed by default in the playbook. Guided Decisions - Restart option for the Guided Decision with inputs and outputs activity As an agent, you can restart a Guided Decision with inputs and outputs activity in a playbook by selecting the Restart Activity option when the activity is in a complete, skipped, or error state and the stage is still in progress. Recommended Actions - Search query term available as an action input mapping value Added the search query term as a new pill picker value in the action input mapping for search result configurations. This provides the ability for agents to include the search query term as a guidance input. Recommended Actions - Hybrid search in AI search Recommended Actions in CSM Configurable Workspace now uses hybrid search, combining keyword and semantic matching to surface more relevant search results in the AI search tab, even when agent queries don't match article content exactly. Recommended Actions - View the relevancy score on the Case resolution guidance View the relevancy score, which indicates how well a search result matches the agent's query, on the search result recommendation cards in the Search tab of the Recommended Actions panel for the Case resolution guidance. Recommended Actions – Configure contextual filtering of AI search results Enhance search accuracy by ensuring results are contextually relevant to the record being viewed by the agent. Search results are dynamically filtered based on contextual information passed through additional context parameters. To configure the contextual filtering of the Search results, enable the dynamic filter for a search source in a Search profile and then create the AisDynamicFilter implementation for the source which holds the filtering conditions. Recommended Actions – Support for mandatory Contextual Inputs As an RA author, you can mark specific context inputs as mandatory by selecting the Mandatory check box in the Context Inputs form. When one or more context inputs are configured as mandatory, you must set the values for these contextual inputs directly on Recommended Actions component on the record page in the UI Builder for the recommendations to be generated. Recommended Actions - Manage and conﬁgure metadata with delegated developer approach Grant granular admin users delegated developer privileges and required roles to manage and configure metadata. This includes the Manage update set permission, domain_picker role, and metadata_scope_viewer role for viewing and modifying the application scope of metadata records. AI interaction wrap-up Provides 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. Process mining - Pre‑configured templates for CSM Process Mining Projects Select pre‑configured templates from the Process Mining Content Pack for CSM to quickly set up customer service case projects with default settings already applied. These templates help accelerate project creation by providing standardized configurations tailored for common Customer Service Management scenarios.

Changes

Between your current release family and Australia, some changes were made to existing Predictive AI for CSM features.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	Australia Patch 3 Knowledge generation Enable users with the sn_skill_builder.admin role to generate knowledge base articles in Now Assist for CSM by selecting the required input fields from a task record, reducing manual effort and streamlining the knowledge base generation process. Sidebar summarization Enable customer agents to generate summaries built from the required case and task tables in Now Assist for CSM as default tables can now be pre-selected and locked. Provide Customer 360 insights agentic workflow Enhanced Provide Customer 360 Insights with Enterprise Graph and AI agent deep research for richer, more contextual query results. Triage cases agentic workflow Multilingual and localization flows in the Triage Cases workflow are now fully supported.

Removed

Between your current release family and Australia, some Predictive AI 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 Predictive AI for CSM features or functionality were deprecated.


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.

Activation information

Review information on how to activate Predictive AI for CSM.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management. Now Assist features are available with activation of the Now Assist for CSM plugin. For more information, see Install Now Assist plugins. Starting with Vancouver Patch 4, Now Assist for CSM is supported. Starting with Zurich Patch 7, Customer Service Management AI agent collection is supported. Check your entitlements to determine whether you have access to the Now Assist for CSM

Additional requirements

If any additional requirements were introduced or changed for Predictive AI 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 Predictive AI 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	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.

Accessibility information

Review details on accessibility information for Predictive AI for CSM, such as specific requirements or compliance levels.


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.

Localization information

If there are specific localization considerations for Predictive AI 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 Predictive AI 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	Australia Patch 3 Resolve cases faster with a new case insights section that consolidates key case details, customer history, sentiment scores, and special handling notes into a single view. Use AI to proactively detect emerging issues from case patterns and automatically propose major cases when similar cases trend together. View automated sentiment scores and trends from conversations directly on the email interaction page. Enable customers to make case updates through AI voice agent. Australia Patch 2 Automatically evaluate post-interaction customer conversations using AI models that score against a configurable quality rubric, eliminating manual effort. Receive intelligent email reply recommendations on extended table record pages in Now Assist for CSM, helping agents respond faster with less manual effort. Australia Patch 1 Availability of filter controls in Now Assist Guardian for Now Assist for CSM. Availability of AI Workflow tab in Core UI. Use AI to populate interaction wrap-up codes and notes, saving agents time. Simplify metadata management by granting developer roles and privileges to your granular admin users. See Intelligence for CSM for more information.