--- 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 Workforce Optimization for Customer Service CSM release notes for upgrades from Yokohama to Brazil # Combined Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service CSM Release Notes for Upgrades from Yokohama to Brazil This document consolidates the Workforce Optimization for Customer Service (CSM) release notes covering upgrades from the Yokohama release through to the Brazil release. It serves as a preparatory guide for ServiceNow customers planning their upgrade by summarizing new features, changes, removals, deprecations, activation details, and other relevant information across these releases. Show full answer Show less ## Upgrade Preparedness Before upgrading to Brazil, customers should review and complete any pre- and post-upgrade tasks to ensure a smooth transition. The release notes indicate that no updates, changes, or removals were made to Workforce Optimization for Customer Service CSM in any of the releases between Yokohama and Brazil, including Brazil itself. ## Activation and Installation Workforce Optimization for Customer Service is available through the ServiceNow Store. Customers must request installation from the store to activate the product. This process is consistent for the Yokohama and Zurich releases, with no changes noted for Australia or Brazil releases. For detailed information or cumulative release notes, customers should consult the ServiceNow Store version history. ## Accessibility Enhancements * **Yokohama:** Screen reader support was extended to ARIA labels for buttons, improving usability for users relying on assistive technologies by providing clear explanations of button functions. * **Zurich:** Introduction of the Coral theme, which includes a dark theme option for both web and mobile platforms to reduce eye strain and enhance readability. ## Usability and Management Features * **Yokohama:** Enhanced real-time insights for managers enable continuous optimization, including prioritized alerts and visibility into KPIs, work item status, and agent performance. * **Zurich:** Decoupling Channel Management from core WFO modules allows modular deployment and independent updates or scaling. Additionally, managers and agents can now view the team calendar in a month view within their respective workspaces, facilitating better staffing oversight and work planning. ## Additional Notes * No updates were recorded for new features, changes, removals, or deprecations for Australia and Brazil releases. * There are no reported updates regarding additional system requirements, browser compatibility, or localization considerations across the releases. ## Key Takeaways for ServiceNow Customers * Expect a stable upgrade path with no functional changes or removals from Yokohama through Brazil for Workforce Optimization for Customer Service CSM. * Take advantage of accessibility improvements and new UI themes introduced in earlier releases to improve user experience. * Leverage enhanced manager insights and calendar views to optimize workforce management and agent scheduling effectively. * Plan installation and activation via the ServiceNow Store as part of your upgrade process. Consolidated page of all release notes for Workforce Optimization for Customer Service CSM from Yokohama to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service CSM to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM features. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM features or functionality were removed. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM features or functionality were deprecated. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | Activation information : Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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=yokohama&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. | | Zurich | Activation information : Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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=zurich&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. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM, such as specific requirements or compliance levels. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__82} | Release | Release notes | |-|-| | Yokohama | Accessibility information : Screen reader support has been extended to ARIA labels for buttons in CSM Workforce Optimization for Customer Service. The support provides users who rely on assistive technology with an explanation of button actions, such as the toggle button. | | 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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__102} | Release | Release notes | |-|-| | Yokohama | * Equip managers with comprehensive, real-time insights for continuous optimization. * Enable managers to take prompt action with key alerts organized by priority. * Provide real-time visibility into performance KPIs, work item status, and agent performance. See [Exploring Workforce Optimization for Customer Service](https://www.servicenow.com/docs/access?context=explore-configurable-wfo-cs&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Decoupling Channel Management from the core Workforce Optimization (WFO) modules supports modular deployment, enabling independent updates or scaling of Channel Management without impacting other workforce engagement. * Enable managers to view the team calendar in the month view on the Schedule page within the Manager Workspace, providing a broader overview of staffing and shift details. * Enable agents to view the team calendar in the month view within the Configurable CSM or FSM Workspace for better planning and engagement with your work commitments. See [\[Placeholder link text to key bundle-csm.explore-configurable-wfo-cs\]](https://www.servicenow.com/docs/access?context=explore-configurable-wfo-cs&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ]