--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Agent experience for CSM release notes for upgrades from Zurich to Brazil # Combined Agent experience for CSM release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 16 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 Agent experience for CSM release notes for upgrades from Zurich to Brazil This consolidated release notes document guides ServiceNow customers through the upgrade of the Agent experience for Customer Service Management (CSM) from the Zurich release family to Brazil. It summarizes key new features, changes, deprecations, activation instructions, browser requirements, accessibility, and highlight information across the Zurich, Australia, and Brazil releases. The note also assists customers in preparing for their upgrade with pre- and post-upgrade tasks. Show full answer Show less ## New Features * **Zurich:** Introduced Task SLA cards component for lifecycle visibility, Task activity timeline component for tasks, workspace notifications for agent mentions, a modernized chat interaction record page, callback capabilities in voice interaction, and quick start tests for CSM validations post-upgrade. * **Australia:** Added activity timer logs for agent work tracking, dock feature for minimizing drafts, enhanced form templates with conditional logic and dynamic population, interoperability between CRM Workspace and ITSM Workspace record pages, AI-assisted interaction wrap-up, visual indicators for unsaved changes, integrated Knowledge Center article editor, unread email count on interaction tabs, and more. * **Brazil:** No new feature updates beyond Australia and Zurich for Agent experience. ## Changes * **Zurich:** Enhanced Activity Stream for device adaptability, real-time notification counts without duplicates, follow record notifications, introduction of Coral default theme with a dark mode option, modeless dialogs for composing comments and emails, improved lookup components, inbox panel behavior enhancements, multi-form support on record pages, Customer History feed customization and dynamic refresh, improved Recommended Actions visibility and asynchronous loading, default recommendations for Pro customers, and special handling notes resurfacing. * **Australia:** Improvements to knowledge article link insertion from Recommended Actions, editable record headers, Collaborate component for real-time stakeholder communication, SLA component visibility in contextual side panels, enhanced Email Interaction record page UI and lookup capabilities, create actions from Front-line case page, attachment viewing in modeless dialogs, auto-dismiss alerts to reduce clutter, increased active tab limits, multiple list views in primary tabs, granular admin role management, ServiceNow Link Manager browser extension for tab management and link sharing, and information icon behavior improvements. * **Brazil:** Workspace naming aligned with installed products for CRM and industry-specific environments, and rebranding to ServiceNow Otto for CSM AI experience without affecting entitlements. ## Removed and Deprecated Features * No removals or deprecated features were introduced specifically in the Brazil release for Agent experience for CSM. * Starting with Yokohama, Customer Service CTI Demo Data is being deprecated, hidden on new instances but still supported, with ServiceNow Voice with Amazon Connect recommended for latest functionality. ## Activation Information * **Zurich and Australia:** Agent experience features are available through activation of the Customer Service plugin (com.sncustomerservice) and installation of CRM Workspace via the ServiceNow Store. * **Brazil:** Activation requires the Case Management Core plugin (com.sncustomerservice) with a separate subscription. ## Browser Requirements ServiceNow workspaces do not support mobile devices, Internet Explorer, or the legacy Microsoft Edge browser. Supported browsers include Microsoft Edge Chromium and other browsers listed in ServiceNow's browser support documentation. ## Accessibility Improvements * The Coral theme introduced a dark mode option to reduce eye strain. * Brazil release enhanced accessibility for CRM Workspace components like Special Handling Notes, Account Hierarchy, and Resolution Shaper with improved keyboard navigation, color contrast, screen reader compatibility, and layout reflow support up to 400% zoom. ## Key Outcomes for ServiceNow Customers * Agents gain a unified and modernized experience to manage cases, accounts, contacts, and interactions across multiple channels (email, voice, chat) on a single screen. * Improved productivity through enhanced UI components such as SLA visibility, activity timers, AI-assisted wrap-ups, and streamlined draft management. * Greater flexibility with multi-tab handling, interoperable workspaces, granular admin roles, and quick access to Recommended Actions and knowledge articles. * Enhanced collaboration and communication capabilities with real-time stakeholder engagement and integrated chat and voice callbacks. * Improved accessibility and usability supporting diverse agent needs, ensuring compliance and better user experience. * Simplified upgrade process with clear activation paths and compatibility guidelines to ensure smooth transition to Brazil release. Consolidated page of all release notes for Agent experience for CSM from Zurich to Brazil. ## 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 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 Agent experience for CSM to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-agentexperienceforcsm-summary__entry__2} | Release | Release notes | |-|-| | 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 Agent experience for CSM. {#dfrn3-agentexperienceforcsm-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Task SLA cards component](https://www.servicenow.com/docs/access?context=csm-record-page-sla-card-component&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-record-page-timeline-component&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=notifications-for-agent-mentions-in-records&family=zurich&ft:locale=en-US) : Receive workspace notifications when agents are mentioned using @ in comments or work notes. Notifications include record details and a direct link for quick access. [CSM centered chat interaction record page](https://www.servicenow.com/docs/access?context=csm-centered-chat-interaction-page&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-native-voice-record-page&family=zurich&ft:locale=en-US) : Provides agents with the ability to return customer calls and to create interaction records at the time of callback. [Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=zurich&ft:locale=en-US) : 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 | [Activity timer log](https://www.servicenow.com/docs/access?context=csm-config-ws-time-tracking&family=australia&ft:locale=en-US) : Track the time that agents spend working on cases and interactions in CRM Workspace. View a time log report to see detailed records of the time spent on projects and tasks. [Dock in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-bottom-utility-bar&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-workspace-form-templates&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-config-ws-pages-templates&family=australia&ft:locale=en-US) : Enable agents to use record pages between CRM Workspace and ITSM Service Operations Workspace. The following ITSM pages are interoperable across CSM: * Incident page * Change page [AI interaction wrap-up](https://www.servicenow.com/docs/access?context=interaction-wrapup-ai-generated&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-workspace-agent-actions&family=australia&ft:locale=en-US) : Use visual indicators in CRM Workspace such as icons and background colors to indicate form fields with unsaved changes. [Knowledge Center article editor available in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-workspace-create-knowledge&family=australia&ft:locale=en-US) : Use the Knowledge Center article editor to create and edit knowledge articles in CRM 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](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US) : Displays the number of unread email messages on interaction tabs in CRM Workspace. Hovering over a tab displays a tooltip with a preview of the most recent email. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Agent experience for CSM features. {#dfrn3-agentexperienceforcsm-summary__entry__18} | Release | Release notes | |-|-| | Zurich | Activity Stream enhancements : * Activity Stream layout now automatically adjusts to your device (laptop, tablet, or mobile). Hidden content is indicated by (...) for better readability. 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. [Follow records to receive notifications](https://www.servicenow.com/docs/access?context=csm-default-record-page&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=zurich&ft:locale=en-US) and the [CSM default record page](https://www.servicenow.com/docs/access?context=csm-default-record-page&family=zurich&ft:locale=en-US). 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. [Thin compose modeless dialogs](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&family=zurich&ft:locale=en-US) : 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 [Lookup component on CSM Configurable Workspace record pages](https://www.servicenow.com/docs/access?context=csm-record-page-lookup-component&family=zurich&ft:locale=en-US) : 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 CRM 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. [Customer History enhancements](https://www.servicenow.com/docs/access?context=customer-history-component-features&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=c_OnScreenAlerts&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-workspace-chat-session-tabs-configure&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=auto-dismiss-alerts-in-csm-configurable-workspace&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-workspace-snow-link-manager&family=zurich&ft:locale=en-US) : 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. Information icon : Select the information icon on a reference field to display additional information about the record in a pop-up window. Starting with CSM Configurable Workspace Bundle version 5.0, the information displays in a pop-up window with an option to open in a separate tab instead of opening directly in a separate tab. This change applies to the following record pages: * CSM Front-line case page * CSM default record page * CSM Interaction record page Users can use Cmd+click (Mac) or Ctrl+click (Windows) when selecting the information icon to use the previous behavior. | | Australia | [\[Placeholder link text to key csm-front-line-case-page\]](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=australia&ft:locale=en-US)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. [\[Placeholder link text to key csm-email-interaction-record-page\]](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US)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. [Editable record headers](https://www.servicenow.com/docs/access?context=csm-workspace-agent-actions&family=australia&ft:locale=en-US) : 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 CRM Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-collaborate-component&family=australia&ft:locale=en-US) : Use the Collaborate component in the contextual side panel in CRM Workspace to communicate and collaborate with stakeholders in real time to resolve cases. [SLA component on the Front-line case page](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-config-ws-action-layout-groups&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=auto-dismiss-alerts-in-csm-configurable-workspace&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-config-workspace-interface&family=australia&ft:locale=en-US) : Agents can open up to 20 active tabs (previously 10) in CRM Workspace to handle multiple tasks simultaneously without losing context. [Open multiple lists in separate primary tabs](https://www.servicenow.com/docs/access?context=csm-config-workspace-list-views&family=australia&ft:locale=en-US) : Agents can now open multiple lists in different CRM Workspace primary tabs, enabling seamless context switching between lists without losing their current workspace view. [Granular admin roles](https://www.servicenow.com/docs/access?context=r_RolesInstalledWithCustomerService&family=australia&ft:locale=en-US) : Enhance security, reduce over-privileged accounts, and enable flexible, task-focused permission management by assigning granular, feature-specific roles to replace broad admin access. | | Brazil | [Name change for CSM/FSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-base-experience&family=brazil&ft:locale=en-US) : The name of the CSM/FSM Configurable Workspace has changed. The workspace name is dependent on the installed products. * CRM Workspace: For customers using the Customer Service Management application or working in the Customer Relationship Management (CRM) environment. * Industry-specific names: For customers using any of the industry products, such as Financial Services or Public Sector. [ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/access?context=now-assist-csm&family=brazil&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 Customer Service Management (CSM). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. | [ ] ## Removed Between your current release family and Brazil, some Agent experience for CSM features or functionality were removed. {#dfrn3-agentexperienceforcsm-summary__entry__26} | Release | Release notes | |-|-| | 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 Agent experience for CSM features or functionality were deprecated. {#dfrn3-agentexperienceforcsm-summary__entry__34} | 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 \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support Knowledge Base. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Agent experience for CSM. {#dfrn3-agentexperienceforcsm-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : CRM Workspace 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). Install CRM Workspace 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). | | Australia | Activation information : CRM Workspace 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=australia&ft:locale=en-US). Install CRM Workspace 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: CRM Workspace is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | Activation information : Agent experience for CSM is available with activation of the Case Management Core plugin (com.sn_customerservice), which requires a separate subscription. For details, see [Activate Customer Service](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=brazil&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Agent experience for CSM we have noted them here. {#dfrn3-agentexperienceforcsm-summary__entry__50} | Release | Release notes | |-|-| | 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 Agent experience for CSM we have noted them here. {#dfrn3-agentexperienceforcsm-summary__entry__58} | Release | Release notes | |-|-| | 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 | 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=australia&ft:locale=en-US). | | Brazil | 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=brazil&ft:locale=en-US). | [ ] ## Accessibility information Review details on accessibility information for Agent experience for CSM, such as specific requirements or compliance levels. {#dfrn3-agentexperienceforcsm-summary__entry__66} | Release | Release notes | |-|-| | 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 | Accessibility information : * Accessibility improvements were made to the following CRM Workspace components: Special Handling Notes, Account Hierarchy, and Resolution Shaper. Updates include keyboard navigation, color contrast, and screen reader compatibility. These improvements help users who rely on screen readers, keyboard-only users, and users with low vision. * Reflow support for CRM Workspace components: Content can be zoomed up to 400% through your browser settings, with page layouts automatically transforming into a vertical, stacked view without loss of content or functionality. This enhancement helps users with low vision or who have trouble seeing web content due to monitor size, device type, poor lighting, or other situations. | [ ] ## Localization information If there are specific localization considerations for Agent experience for CSM we have noted them here. {#dfrn3-agentexperienceforcsm-summary__entry__74} | Release | Release notes | |-|-| | 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 Agent experience for CSM we have noted them here. {#dfrn3-agentexperienceforcsm-summary__entry__82} | 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](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=zurich&ft:locale=en-US) for more information. | | Australia | * Minimize drafts of comments, work notes, and emails to a dock at the bottom of CRM Workspace and keep track of documents in this centralized location. * Enable agents to work from a single location with the ability to view CRM 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](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=australia&ft:locale=en-US) for more information. | | Brazil | * Manage cases, accounts and contacts, and consumers from multiple channels like email, voice, and chat on a single screen. * Work on multiple cases, tasks, and other customer records within a single browser window and quickly move between records. * Use the contextual display to get a complete view of a customer's history, including interactions, products, and cases. See [Customer Service Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=brazil&ft:locale=en-US) for more information. | [ ]