Combined Agent experience for CSM release notes for upgrades from Zurich to Australia

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Agent experience for CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich 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 Agent experience 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
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 Agent experience for CSM.


Release	Release notes
Zurich	CSM centered chat interaction record page Includes a chat component in the center of the record page that provides front-line chat agents with a modernized interaction page layout. Callback component on the CSM voice interaction record page Provides agents with the ability to return customer calls and to create interaction records at the time of callback. Task SLA cards component Use the Task SLA cards component as a standalone component on the Front-line case page. Visual updates to the Task SLA cards component enable agents to see where they are in the lifecycle of multiple task SLAs at a glance. Task activity timeline preset and controller Use the Task activity timeline preset and controller to add the Timeline component as a standalone component on task record pages such as case or incident. Notifications for agent mentions in records Receive workspace notifications when agents are mentioned using @ in comments or work notes. Notifications include record details and a direct link for quick access. 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	Dock in CSM Configurable Workspace Enable agents to minimize drafts of comments, work notes, or emails to a dock at the bottom of the workspace page. This centralized location provides agents with the ability to see all current drafts at a glance. Form template enhancements Save time and promote consistency by creating conditional templates, setting field-level conditions, and automatically populating email body text. Populate these fields using dynamic values from the Case table and related tables. Preview template changes before applying them to a record. Workspace record page interoperability Enable agents to use record pages between CSM Configurable Workspace and ITSM Service Operations Workspace. The following ITSM pages are interoperable across CSM: Incident page Change page AI interaction wrap-up Provide 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. Highlight fields with unsaved changes Use visual indicators in CSM Configurable Workspace such as icons and background colors to indicate form fields with unsaved changes. Knowledge Center article editor available in CSM Configurable Workspace Use the Knowledge Center article editor to create and edit knowledge articles in CSM Configurable Workspace. Agents can access the editing capabilities available in the article editor to format knowledge article content such as text, images, and media. Unread email count on interaction tabs Displays the number of unread email messages on interaction tabs in CSM Configurable Workspace. Hovering over a tab displays a tooltip with a preview of the most recent email. Activity timer log Track the time that agents spend working on cases and interactions in CSM Configurable Workspace. View a time log report to see detailed records of the time spent on projects and tasks.

Changes

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


Release	Release notes
Zurich	Thin compose modeless dialogs Enable agents to initiate a comment, work note, or email in the activity stream and then open the text in a modeless dialog. This feature is available on the following record pages: Front-line case page CSM default record page CSM Interaction record page CSM voice interaction record page CSM centered chat interaction record page Email interaction record page Activity Stream enhancements Activity Stream layout now automatically adjusts to your device (laptop, tablet, or mobile). Hidden content is indicated by (...) for better readability. Lookup component on CSM Configurable Workspace record pages Use the Lookup component to look up and link a contact and then verify the contact. The Lookup component replaces the Lookup and Verify component on the CSM Configurable Workspace record pages. Hide inbox after item selection The Inbox panel collapses after selecting an inbox item, enabling agents to see more of the screen and focus on the interaction. Multi-form controller support Supports having two forms on a record page. Real-time notification count updates Updated the bell icon behavior so the notification count accurately reflects the number of unique, unread notifications in real time, eliminating duplicate increments. Customer History enhancements Use the following enhancements to control grouping, appearance, and refresh behavior in customer history: Enable time grouping by month or quarter: A new property enables selection of time grouping as monthly or quarterly (Q1-Q4) in date filters. Customize feed appearance: Admins can configure feed icons along with their background colors using a property that offers predefined color options. Display activities by updated date: A new property enables feeds to surface activities based on the last updated timestamp in Customer History. Dynamic refresh updates: Customer History feeds now refresh automatically, but only for records in the Customer History activities table and within the current context (for example, Contact). Other tables and parent records are not included. Introduced a new search icon that lets agents show or hide the search bar with a click. Improve discoverability of Recommended Actions Use the following updates to improve the visibility of Recommended Actions across key CSM pages: Set Recommended Actions as the default first tab in the contextual side panel to provide agents with instant access to recommendations without switching tabs. This change applies to the following pages: Front-line case page CSM default record page CSM Interaction record page Email interaction record page CSM voice interaction record page CSM centered chat interaction record page Load Recommended Actions asynchronously to keep the UI responsive while recommendations load. Enable agents to send relevant KB articles through SMS during voice interactions and messaging-type interactions. Default recommendations for Pro customers Recommendations are now delivered by default for Pro customers when either the Task Intelligence for CSM or the Now Assist for CSM plugin is installed. Agents can view contextual recommendations under the Suggested Actions tab, such as similar cases and open incidents, when the case meets the predefined criteria. Agents can link or copy resolutions directly into the current case. Resurface special handling notes Display the special handling notes at any time by selecting  Special handling notes  from the More actions menu on the case record action bar. This action is now available on records from the following tables: Account Asset Contact Incident Product Model Work Order Task This applies only to records where special handling notes are configured. Information session tab enhancements Use the following changes to enforce permissions and improve usability of the Session tab: Restrict access to unauthorized users with error messages and validate role-based permissions. Auto-save admin updates to timer and color changes in real time. Display workspace settings only after the Session tab is enabled. Configure Alert Dismissal settings at experience and alert level Use the following settings to control alert dismissal: Set alerts to auto-dismiss or require manual dismissal. Configure alert behavior globally or according to alert. Reduce alert overload while supporting accessibility standards, which helps agents focus on critical alerts. ServiceNow Link Manager is available on the Google Chrome, Microsoft Edge, and Mozilla Firefox plugin store Streamline tab management and reduce browser clutter with ServiceNow Link Manager: Automatically consolidates new ServiceNow related tabs into an existing open ServiceNow tab. Provides cross-platform support. Enables agents to share record links, such as cases, through platforms like Gmail, Microsoft Teams, Microsoft Outlook, and other web tools integrated with ServiceNow. These links open using ServiceNow Link Manager, ensuring the record loads in the correct workspace and context. Provides a user-friendly interface that is easy to enable and turn off directly from the extension settings in the respective browser. Follow records to receive notifications Select the Follow action to receive notifications when comments or work notes are added to a record. The Follow action is available in the More actions menu on the Front-line case page and the CSM default record page.
Australia	Editable record headers Enables agents to edit the short description of a record directly from the header field. This feature is available on the following record pages: Front-line case page CSM Interaction record page CSM default record page Collaborate component in CSM Configurable Workspace Use the Collaborate component in the contextual side panel in CSM Configurable Workspace to communicate and collaborate with stakeholders in real time to resolve cases. SLA component on the Front-line case page Use the Service Level Agreement (SLA) component in the contextual side panel on the Front-line case page to view SLAs. The SLA cards appear in the Record Information tab below the record information card. Email Interaction record page enhancements Minimize drafts to a dock at the bottom of the workspace page in the inline modeless composer. View activities in the activity feed at the top of the page in reverse order, with the newest entries displayed at the bottom. Lookup component added to the Email Interaction record page Enable agents to look up contacts and consumers by name, phone number, or email address and link them to a record. Create actions on the Front-line case page Create different types of records by using the Create button on the Front-line case page. Selecting an action from the Create button, such as creating an incident or a knowledge gap, opens the form in a modeless dialogue. View attachments in modeless dialogs Enable agents to access and review attachments in modeless dialogs instead of workspace tabs. Agents can easily view attachments while also viewing case information and drafts of emails, comments, or work notes. Auto-dismiss alerts Reduce visual clutter through auto-dismissible alerts, which are enabled by default for Info, Low, and Moderate alerts, with a default timer of five seconds. Critical and High alerts remain persistent to ensure important notifications stay visible. Maximum number of active tabs in CSM Configurable Workspace Agents can open up to 20 active tabs (previously 10) in CSM Configurable Workspace to handle multiple tasks simultaneously without losing context. Open multiple lists in separate primary tabs Agents can now open multiple lists in different CSM Configurable Workspace primary tabs, enabling seamless context switching between lists without losing their current workspace view. Granular admin roles Enhance security, reduce over-privileged accounts, and enable flexible, task-focused permission management by assigning granular, feature-specific roles to replace broad admin access. [Placeholder link text to key csm-front-line-case-page]Knowledge article link insertion from Recommended Actions Selecting any of the three attach knowledge article options for work notes, comments, or email from the Recommended Actions panel now automatically switches to the relevant target tab, so the inserted link is immediately visible without manual navigation. Inserted links also now display the article title alongside the article number as a hyperlink, replacing the previous article-number-only display. This enhancement applies to the Front-line case page and CSM default record page. [Placeholder link text to key csm-email-interaction-record-page]Knowledge article link insertion from Recommended Actions on the Email Interaction record page Inserted knowledge article links from the Recommended Actions panel now display the article title alongside the article number as a hyperlink in the email body, replacing the previous article-number-only display. This enhancement applies to the Email Interaction record page.

Removed

Between your current release family and Australia, some Agent experience for CSM features or functionality were removed.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Deprecations

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


Release	Release notes
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.
Australia	No updates for this release.

Activation information

Review information on how to activate Agent experience for CSM.


Release	Release notes
Zurich	CSM Configurable Workspace is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management. Install CSM Configurable Workspace by requesting it from the ServiceNow Store.
Australia	CSM Configurable Workspace is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management. Install CSM Configurable Workspace by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

Additional requirements

If any additional requirements were introduced or changed for Agent experience for CSM we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Agent experience for CSM we have noted them here.


Release	Release notes
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	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 Agent experience for CSM, such as specific requirements or compliance levels.


Release	Release notes
Zurich
Australia	No updates for this release.

Localization information

If there are specific localization considerations for Agent experience for CSM we have noted them here.


Release	Release notes
Zurich	No updates for this release.
Australia	No updates for this release.

Highlight information

If there are specific highlight considerations for Agent experience for CSM we have noted them here.


Release	Release notes
Zurich	Provide front-line agents with an updated chat interaction user experience that puts the chat component front and center. Use the callback component to return customer calls and create interaction records at the time of the callback. Provide agents with visibility to all previous customer activity and the ability to filter and search to find specific activities. Initiate a comment, work note, or email in the activity stream in CSM Configurable Workspace and then open the text in a modeless dialog. See CSM Configurable Workspace for more information.
Australia	Minimize drafts of comments, work notes, and emails to a dock at the bottom of CSM Configurable Workspace and keep track of documents in this centralized location. Enable agents to work from a single location with the ability to view CSM Configurable Workspace record pages in other workspaces. Populate interaction wrap-up codes and notes by using AI, saving agents time. Auto-populate record fields and email drafts with dynamic values using form templates. See CSM Configurable Workspace for more information.