--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-yokohama-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3by bundleId : - delta3by --- # Combined Customer Service Problem Management release notes for upgrades from Yokohama to Brazil # Combined Customer Service Problem Management release notes for upgrades from Yokohama 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 Customer Service Problem Management Release Notes for Upgrades from Yokohama to Brazil This consolidated release notes document provides ServiceNow customers with a comprehensive view of all updates, new features, changes, and important upgrade information for Customer Service Problem Management (CSPM) from the Yokohama to Brazil releases. It aims to help you prepare for and execute your upgrade smoothly, highlighting key enhancements and administrative tasks. Show full answer Show less ## Key Features Introduced * **Granular Admin Role (Zurich):** Allows developers and administrators to perform CSPM configuration tasks without requiring full admin privileges, enhancing security and role management. * **Test Group Setup (Zurich and Brazil):** Enables grouping of test definitions to automate diagnostic workflows for service problem cases, incidents, and change requests, improving root cause identification. * **Service Problem Case Management (Zurich, Australia, Brazil):** Enhanced record pages provide integrated access to account context, diagnostics, and Customer 360 data in a single workspace, streamlining agent workflows. * **Customer Dispute Management (Australia):** Introduces a dedicated CDM case type to capture complete dispute details, enforce SLAs, maintain audit and root cause analysis history, and generate resolution notes and deadlock letters for escalations. * **AI and Automation:** Sentiment analysis on service problem cases linked to disputes, automated summarization of linked records, and background workflows that run service tests and create repair tasks without user interaction. * **Service Lifecycle Requests (Brazil):** New case type for managing customer-initiated service ownership changes, such as account transfers, extending base case capabilities. ## Important Changes and Enhancements * **Coral Theme Default (Zurich):** New default theme for portals and mobile with an optional dark mode to improve user experience and accessibility. * **Now LLM Service Deprecation (Australia):** The default AI model provider changed to a third-party LLM for new or inactive AI assets, with manual selection of the Now LLM Service still available. * **Test Group Characteristics (Brazil):** Ability to assign characteristics and map product specifications to test groups and definitions, reducing manual setup errors and ensuring correct test inputs. * **Service Problem Case UI Updates (Australia):** New icons for toggling views, refresh button in repair stage, and Customer 360 tab enhance case management efficiency. ## Upgrade and Activation Guidance * Review and complete pre- and post-upgrade tasks outlined to ensure a smooth transition to Brazil release. * Customer Service Problem Management is available via the ServiceNow Store and requires installation through the store request process. * For Customer Dispute Management features, installation of the Case Playbook for Complaints plugin is required. ## Additional Considerations * **Accessibility:** The Coral theme supports a dark mode option, enhancing readability and reducing eye strain for agents. * **Localization and Browser Requirements:** No updates or changes noted across releases. * **Deprecations and Removed Features:** No features or functionality were removed or deprecated between Yokohama and Brazil releases. ## Practical Benefits for ServiceNow Customers * Improved diagnostic workflows through test groups and AI-driven sentiment analysis help agents resolve service problems more efficiently and accurately. * Integrated Customer 360 views and enhanced case record pages reduce navigation, speeding up issue resolution and customer support. * Customer Dispute Management capabilities provide structured dispute handling with SLA enforcement and automated documentation, supporting better compliance and customer satisfaction. * New themes and UI improvements enhance the agent experience and accessibility, contributing to higher productivity. Consolidated page of all release notes for Customer Service Problem Management from Yokohama 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 Yokohama 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 | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__12} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | [Components](https://www.servicenow.com/docs/access?context=spm-components&family=zurich&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Service Problem Management without requiring the full admin role. [Setting up a test group](https://www.servicenow.com/docs/access?context=setting-test-group&family=zurich&ft:locale=en-US) : Enables the system to trigger the required tests for service problem cases, incidents, and change request, helping to identify the root cause of the problem. Test group includes test definitions. [Diagnose and resolve a service problem case](https://www.servicenow.com/docs/access?context=work-on-service-problem-case&family=zurich&ft:locale=en-US) : Review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer. | | 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__22} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. | | 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__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__42} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__52} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Activation information : Install Customer Service Problem Management and Service Test Management by requesting it from the ServiceNow® Store. Important: Customer Service Problem Management is available in the ServiceNow Store. For details, see the "Activation information" section of these 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__62} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__72} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__82} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | 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__92} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__102} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | * Run the diagnostics from the contextual panel in the Customer Service Problem Management playbook. * As an agent, use the Test group to help group test definitions. The Test group contains multiple test definitions. * Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table. See [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=zurich&ft:locale=en-US), [Setting up a test group](https://www.servicenow.com/docs/access?context=setting-test-group&family=zurich&ft:locale=en-US), and [Setting up test definitions](https://www.servicenow.com/docs/access?context=settingup-test-specifications&family=zurich&ft:locale=en-US) for more information. | | 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. | [ ]