Combined Intelligence 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 Intelligence 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 Intelligence 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 Intelligence for CSM.


Release	Release notes
Zurich	Guided Decisions - Enable Guided Decisions as a Playbook Activity with Inputs and Outputs Added support for the Guided Decision with Inputs and Outputs activity in Playbook. Use this activity to embed decision trees that accept inputs and generate outputs, guiding users through complex decisions within your playbooks. Recommended Actions - View the relevancy score of the AI search results View the relevancy score on the search result recommendation cards in the Search tab of the Recommended Actions panel for the default guidance for search results, Attach and share article, Share KB in chat interactions, and all no-code ( Link incident to current case, Link problem to current case, and Link change request to current case) guidances. To enable this feature, you must enable the Show relevancy score for results check box in the Context form. Recommended Actions – Limit the number of search results for more precise output Limit the number of search results (Top N) that appear in the AI search tab in the Recommended Actions context side panel. To configure top N search results, you must enable the Top N check box in the Context form and then define the Search Results Limit in the Search Application Configuration. Recommended Actions - Filter search results across multiple sources in the Contextual side panel Filter search results corresponding to multiple sources in the AI search tab of the Recommended Actions contextual side panel. You can also filter the search results at the facet-level. Recommended Actions – Track the AI search usage trends with the AI search analytics dashboard Track and analyze the AI search usage in Recommended Actions using the AI search analytics dashboard. The AI search events and actions performed by the agent are captured in the Search Events, Search Source Events, Search Signal Events, Search Result Event, and Search Result Event Action tables. This data is used in the AI search analytics dashboard. Recommended Actions - Read-only access to TI solutions for the Resource Generator author role Access Task Intelligence (TI) solution definitions in read-only mode as a Resource Generator author [sn_nb_action.resource_generator_author] to configure recommendations with Machine Learning (ML) solutions from TI models. In other words, the sn_ti_admin.tia_user role is added to the Resource Generator author role. Recommended Actions - Filter search results across multiple sources on the Search page Filter search results corresponding to multiple sources on the Search page. You can also filter the search results at facet-level. Recommended Actions - Optimize the Recommended Actions refresh behavior by excluding non-critical field updates Exclude the non-critical fields from triggering a Recommended Actions refresh on the record pages by adding the non-critical fields to the Exclude fields field on a context record. In a child context, you can also include the field exclusions of the parent context. You can enhance a user’s UI experience when you prevent excessive UI updates and still ensure that relevant updates trigger as intended. Recommended Actions - Trigger Refresh for Recommendations explicitly or based on UI events Trigger recommendations refresh in the Recommended Actions tab on the contextual side panel when a UI or back-end event update is made. This provides dynamic and more contextually relevant recommendations based on the outcome of UI and back-end events. To trigger a recommendations refresh: configure UI component’s Data Broker in the UI builder for UI events execute the ForceRefreshRecommendationsscript include for back-end events Recommended Actions - Configure dynamic JSON-based context inputs Configure JSON-based context inputs in a context to populate accurate recommendations corresponding to dynamically changing contexts. You can conﬁgure parameters associated with the context table along with context table parameters. To support scenarios where a single workflow may leverage multiple active contexts simultaneously to generate recommendations. This uses the context inputs in rule condition builders, resource generators, and recommendation-action mappings, with minimal performance impact and backward compatibility. Recommended Actions - Enhanced KB article sharing for Agents Identify the Knowledge Base (KB) articles that are not accessible to the case requester with the help of a Lock icon. In the recommendations on the contextual side panel of the CSM Configurable Workspace, a Lock icon on a recommendation card denotes that the recommended KB article cannot be accessed by the case requester. Process Mining - SLA breach analysis Identify and analyze cases where service level agreements (SLAs) have been violated. The SLA breach analysis project provides insights into the root causes of breaches, highlights bottlenecks, and recommends improvements to optimize the performance of your processes. 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	Australia Patch 2 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. 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 license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. 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. 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 - Hybrid search in AI search Recommended Actions in CSM Configurable Workspace now uses hybrid search, combining keyword and semantic matching to surface more relevant KB articles and guided actions in the AI search tab, even when agent queries do not 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 Intelligence for CSM features.


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

Removed

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


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

Activation information

Review information on how to activate Intelligence for CSM.


Release	Release notes
Zurich	Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management.
Australia	Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management.

Additional requirements

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


Release	Release notes
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 CSM Configurable 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 for more information.
Australia	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.