--- 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 Intelligence for CSM release notes for upgrades from Yokohama to Brazil # Combined Intelligence for CSM 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) 4 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 Intelligence for CSM Release Notes for Upgrades from Yokohama to Brazil This consolidated release notes page guides ServiceNow customers through upgrades of Intelligence for Customer Service Management (CSM) from the Yokohama release family up to Brazil. It summarizes new features, changes, removals, deprecations, activation information, requirements, browser compatibility, accessibility, localization, and highlight updates across these releases to help you prepare and plan your upgrade effectively. Show full answer Show less ## Upgrade Preparation and Task Guidance Before upgrading to Brazil, review and complete any prerequisite and post-upgrade tasks outlined. Notably, across all releases from Yokohama through Brazil, there are no updates, changes, removals, or deprecations impacting Intelligence for CSM features. This means the core functionality remains stable through this upgrade path. ## Activation Information To activate Customer Service Management features, ensure the Customer Service plugin (com.sncustomerservice) is enabled. Additionally, several related applications are available from the ServiceNow Store, including: * Recommended Actions (snnbaction) * Recommended Actions for Customer Service (sncsnbaction) * Task Intelligence for Customer Service (com.snc.csmmltask) * Guided Decisions Experience (available from Zurich release) Consult the activation instructions in the respective release notes sections for detailed steps. ## Browser Requirements ServiceNow workspaces do not support mobile devices, Internet Explorer, or legacy Microsoft Edge browsers. Use Microsoft Edge based on Chromium or other supported modern browsers to ensure full functionality, consistent with guidelines from Yokohama and Zurich releases. ## Accessibility and Localization Accessibility improvements introduced in the Zurich release include a new Coral theme with an optional dark mode for web and mobile, enhancing readability and reducing eye strain. There are no specific localization changes through to Brazil. ## Feature Highlights and Enhancements * **Yokohama Highlights:** Enabled Recommended Actions tailored for chat interactions to assist agents with context-relevant suggestions. Enhanced knowledge guidance on the Front-line case page allows agents to attach or link knowledge articles within comments, work notes, or emails using modeless dialogs. AI-driven Recommended Actions were automated for multiple interaction channels, improving search result mappings and guidance. * **Zurich Highlights:** Improved visibility of knowledge base articles by marking inaccessible articles with a lock icon in CRM Workspace. Provided insights into case SLA breaches, enabling suggested improvements for process optimization. * **Australia and Brazil Releases:** No updates impacting Intelligence for CSM features or enhancements. ## What to Expect Upgrading from Yokohama to Brazil for Intelligence for CSM will maintain your existing capabilities without introducing new features or removing functionality. You will benefit from prior enhancements such as AI-powered recommended actions and improved knowledge management, as well as accessibility features introduced earlier. Activation and browser requirements remain consistent, ensuring a smooth upgrade experience aligned with ServiceNow best practices. Consolidated page of all release notes for Intelligence for CSM from Yokohama to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Intelligence for CSM 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 Intelligence for CSM to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM. {#dfrn3-intelligenceforcsm-summary__entry__12} | 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. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Intelligence for CSM features. {#dfrn3-intelligenceforcsm-summary__entry__22} | 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. | [ ] ## Removed Between your current release family and Brazil, some Intelligence for CSM features or functionality were removed. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM features or functionality were deprecated. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM. {#dfrn3-intelligenceforcsm-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | Activation information : Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=yokohama&ft:locale=en-US). Important: The following applications are available in ServiceNow Store: * Recommended Actions (sn_nb_action) * Recommended Actions for Customer Service (sn_cs_nb_action) * Task Intelligence for Customer Service (com.snc.csm_ml_task) For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=zurich&ft:locale=en-US). Important: The following applications are available in ServiceNow Store: * Guided Decisions Experience (sn_ga_exp) * Recommended Actions (sn_nb_action) * Recommended Actions for Customer Service (sn_cs_nb_action) * Task Intelligence for Customer Service (com.snc.csm_ml_task) For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-summary__entry__62} | 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. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-summary__entry__72} | Release | Release notes | |-|-| | Yokohama | 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=yokohama&ft:locale=en-US). | | Zurich | 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=zurich&ft:locale=en-US). | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Intelligence for CSM, such as specific requirements or compliance levels. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-summary__entry__102} | Release | Release notes | |-|-| | Yokohama | * Enabled Recommended Actions for chat interactions so that agents can select relevant actions that are based on the chat context. * Integrated enhanced knowledge guidance on the Front-line case page and enable agents to attach and add links to knowledge articles in comments, work notes, or emails by using modeless dialogs. * Enabled Recommended Actions -- AI search for CSM default record page and CSM interaction record pages for the video, chat, walk-up, and email channels. * Automated the mapping configuration for search results along with default guidances. See [Intelligence for CSM](https://www.servicenow.com/docs/access?context=intelligence-csm&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Get enhanced visibility of knowledge base articles by marking and displaying a lock icon for articles that aren't accessible to the case requester within the CRM Workspace. * Gain insights to the root causes of case service level agreement (SLA) breaches and view the suggested improvements to optimize process performance. See [Intelligence for CSM](https://www.servicenow.com/docs/access?context=intelligence-csm&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ]