--- 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 Case management for CSM release notes for upgrades from Zurich to Brazil # Combined Case management 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) 10 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 Case Management for CSM Release Notes for Upgrades from Zurich to Brazil This document consolidates release notes for Case Management in Customer Service Management (CSM) covering upgrades from the Zurich release family to Brazil. It provides a comprehensive summary of new features, changes, deprecations, and important upgrade considerations. ServiceNow customers upgrading to Brazil can use this guide to understand enhancements and adjustments affecting Case Management functionality throughout these releases. Show full answer Show less ## Key Features * **Zurich Release Enhancements:** * **Service Recommendations:** Agents receive recommended service definitions based on case context to improve case handling efficiency. * **Task Plan Templates:** Creation and management of repeatable, condition-driven task sequences with support for dependencies and attachments. * **Service Selector with Record Producers:** Agents can launch Service Portal record producers directly within CRM Workspace when creating cases. * **Multiple Entitlements Per Case:** Ability to view and associate multiple entitlements linked to accounts, products, or contracts with cases and individual case lines. * **Quick Start Tests:** Automated tests to verify Customer Service Management functionality post-upgrade or deployment, adaptable for customizations. * **Task Dependencies:** Support for defining task relationships (Finish to Start, Start after Start, Start Together) with built-in validation to prevent circular dependencies. * **Document References:** Attach documents to task plan templates and ensure secure, permission-based access. * **Case Type Selector Activation:** Default activation of case type selector to streamline case creation for specific case types. * **Coral Theme:** Introduction of a refreshed, brand-neutral default theme with dark mode options for portals and mobile experiences. * **Security Enhancements:** Implementation of Deny-Unless ACLs to restrict table access for unauthenticated users, enhancing data security. * **Read-only Viewer Roles:** New granular viewer roles introduced to provide controlled access to case management components without edit rights. * **Major Issue Management:** Improved case type consistency for major cases and child cases, including automatic creation and inheritance of key fields. * **Australia Release Enhancements:** * Expanded task plan template dependency management with visual node-map views and enhanced sharing controls including access governance. * Visual governance for user access in task plan templates, enabling clear configuration of roles and permissions. * Manager Workspace landing page enhancements for task plan templates including dependency editing and access management. * **Brazil Release:** No new features or updates specific to Case Management for CSM were introduced in Brazil. ## Key Changes * **Sharing and Access Control:** Enhanced sharing mechanisms for task plan templates allow role- and location-based access, ownership management, and global visibility settings. * **Service Definition Filtering:** Agents can filter services shown in the selector by user roles, groups, or entity criteria such as location and customer level. * **Migration to Store Plugins:** The Customer Service Case Types application moved to the ServiceNow Store starting with Zurich, with family plugin versions being deprecated but still supported. * **Workflow Modernization:** Legacy workflows for Targeted Communications and Case Digests have been migrated to low-code flows, maintaining functionality with improved usability. * **UI and Theme Updates:** Introduction of Coral theme as default with dark mode options enhances user experience across portals and mobile devices. ## Deprecations and Removals * **Customer Service CTI Demo Data:** Marked for future deprecation; hidden on new instances but supported for existing customers. * **Customer Service Case Types Plugin:** Family plugin being deprecated in favor of the store plugin version, with automatic migration upon upgrade. * No features were removed between Zurich and Brazil releases. ## Upgrade Considerations * Review and complete pre- and post-upgrade tasks specific to Case Management for CSM to ensure smooth transition. * After upgrade, run quick start tests to verify Customer Service Management functionality, especially if customizations exist. * ServiceNow workspaces do not support Internet Explorer, Microsoft Edge (non-Chromium), or mobile browsers; use supported browsers such as Microsoft Edge Chromium. * Activation of Customer Service Management requires enabling the Customer Service plugin (com.sncustomerservice). ## Practical Benefits for ServiceNow Customers * Improved agent efficiency through contextual service recommendations and streamlined case creation workflows. * Enhanced task management with templates supporting dependencies and document attachments ensures consistent and compliant business processes. * Better security and governance controls via role-based template sharing, Deny-Unless ACLs, and granular viewer roles. * Simplified upgrades and Consolidated page of all release notes for Case management for CSM from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Case management 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 Case management for CSM to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-casemanagementforcsm-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 Case management for CSM. {#dfrn3-casemanagementforcsm-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Recommend service definitions based on case context](https://www.servicenow.com/docs/access?context=csm-service-definitions&family=zurich&ft:locale=en-US) : Recommend the most relevant services to an agent based on the record context, such as the short description or description of the interaction. [Task plan templates](https://www.servicenow.com/docs/access?context=task-plan-templates&family=zurich&ft:locale=en-US) : Create templates that define the repeatable tasks and records that need to be created for business processes. Define the tasks, set the task order, and create conditions that determine when these tasks and records are created. [Customer Service Case Types - Enable the service selector to launch record producers](https://www.servicenow.com/docs/access?context=csm-service-definition-catalog-items&family=zurich&ft:locale=en-US) : Use the Service Portal record producers when your agents are creating cases in CRM Workspace. Agents can select the service definitions from the case type selector and launch the record producers. [Add multiple entitlements to a case](https://www.servicenow.com/docs/access?context=add-entitlement-to-case&family=zurich&ft:locale=en-US) : View the available entitlements on a customer service case and associate the multiple entitlements to the case. Available entitlements are associated with the account or consumer, product, and contract selected on the case record. [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 | [\[Placeholder link text to key add-dependencies-between-template-item\]](https://www.servicenow.com/docs/access?context=add-dependencies-between-template-item&family=australia&ft:locale=en-US) : Create and manage dependencies between template items using the supported dependency types. Users can apply a template at any time after the template is published. Validate dependencies using built‑in checks (including circular dependency validation) to help prevent invalid dependency definitions. The following dependency types are supported: * Finish to- start: the successor task starts when the predecessor task is completed. * Start after start: the successor task starts when the predecessor task is started. * Start together: both tasks start at the same time. [\[Placeholder link text to key share-a-task-plan-template-from-the-workspace\]](https://www.servicenow.com/docs/access?context=share-a-task-plan-template-from-the-workspace&family=australia&ft:locale=en-US) : Provide a visual governance experience to define and manage user access enabling business process owners to configure relationships with clarity. [Task dependencies for task plan templates](https://www.servicenow.com/docs/access?context=task-dependencies-for-task-plan-templates&family=australia&ft:locale=en-US) : Define dependency relationships between template items in the \[sn_task_plan_template_dependency\] table, and upon applying the template, create and store the resulting task dependencies in the \[sn_task_dependency_m2m\] table to ensure controlled task sequencing through predecessor--successor relationships. [Document References in Task Plan Templates](https://www.servicenow.com/docs/access?context=adding-and-managing-document-references-in-task-plan-templates&family=australia&ft:locale=en-US) : Add documents to Task Plan Template items, storing document references in the \[sn_task_plan_template_document\] table and making them accessible through form views and related lists based on template state and user permissions, ensuring secure and controlled document access aligned with template‑level permissions | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Case management for CSM features. {#dfrn3-casemanagementforcsm-summary__entry__18} | Release | Release notes | |-|-| | Zurich | [\[Placeholder link text to key sharing-task-plan-template\]](https://www.servicenow.com/docs/access?context=sharing-task-plan-template&family=zurich&ft:locale=en-US) : Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity. Sharing task plant template features include: * Access control: Users can now provide access to task plan templates at various levels, including user, group, and service organization. * Ownership Management: The Owner or an Admin can change the ownership of a Template by updating the Owner field. * Global template: Task plan templates can be marked as global, making them visible to all users with read access. * Form and List Layouts: Admins can view and edit form and list layouts for sharing, displaying all relevant fields. * Notifications: In-app notifications are sent when access is granted, Selecting the notification opens the shared template directly. [Task plan template configurations](https://www.servicenow.com/docs/access?context=task_plan_template_configurations&family=zurich&ft:locale=en-US) : Admins can create configurations for task plan templates that pre-fill information when creating a new task plan template. [Filtering service definitions](https://www.servicenow.com/docs/access?context=csm-service-definitions&family=zurich&ft:locale=en-US) : Enable agents to filter the service definitions that are shown on the service selector in the following ways: * By user, role, group, or agent * By entity critera such as location, customer level, or related entities [Case lines for Case Management - Add multiple entitlements to case lines](https://www.servicenow.com/docs/access?context=csm-case-mgmt-case-lines&family=zurich&ft:locale=en-US) : View the available entitlements on a case line and associate the multiple entitlements to that case line. Available entitlements are associated with the contracts and entitlements that are purchased by the customer. [Customer Service Case Types moved from family to store release](https://www.servicenow.com/docs/access?context=customer-service-case-types&family=zurich&ft:locale=en-US) : Starting with the Zurich release, the Customer Service Case Types application (sn_csm_case_types) has moved to the ServiceNow Store. Any new enhancements to this application are delivered through the Customer Service Case Types store app. 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. [Targeted Communications](https://www.servicenow.com/docs/access?context=targeted-comm-publication-workflows&family=zurich&ft:locale=en-US) and [Case Digests](https://www.servicenow.com/docs/access?context=customer-service-case-digests&family=zurich&ft:locale=en-US) workflows : Legacy workflows for the Targeted Communications (com.sn_publications) and Case Digests (com.sn_csm_case_digest) applications have been migrated to low-code flows in Workflow Studio. The functionality of the flows remains the same. [Classifying sensitive data](https://www.servicenow.com/docs/access?context=dps-data-privacy-overview&family=zurich&ft:locale=en-US) : Fields in the Customer Service Management and Targeted Communications tables are mapped to the Data Privacy data classes. For more information, see the [Data privacy overview](https://www.servicenow.com/docs/access?context=dps-data-privacy-overview&family=zurich&ft:locale=en-US) topic in the ServiceNow® Platform Security documentation. Deny-Unless ACLs implemented on CSM tables : Deny-Unless access control lists (ACLs) were implemented on CSM tables for non-authenticated users, such as users with public roles. With this minimum-security setting, only authenticated users can perform read, write, delete, or create actions on these tables. For more information about Deny-Unless ACLs, see the [Deny-Unless ACL](https://www.servicenow.com/docs/access?context=acl-denial-behavior&family=zurich&ft:locale=en-US) topic in the ServiceNow® Platform Security documentation. | | Australia | [Manager Workspace landing page](https://www.servicenow.com/docs/access?context=csm-configurable-manager-workspace-dashboards-new&family=australia&ft:locale=en-US) : The following UI components have been added in the Task Plan Template table: * The Template Dependencies tab displays a node‑map view of dependencies between template items in saved task plan template records. Each dependency appears as a labeled edge between nodes, indicating its type (Finish to start, Start after start) or Start together). Select Edge to edit or delete the dependency, based on your role. * The Share Plan modal in the task plan template workspace includes three views; Share Plan, Success, and Manage Access, for configuring, confirming, and managing access to a task plan template, with a search bar, Select all option, and Currently shared with list in the Share Plan view. [Granular viewer roles for Case Management](https://www.servicenow.com/docs/access?context=customer-service-management-roles&family=australia&ft:locale=en-US) : Added new read-only roles within Case Management. These include the following: * Customer Service All Case Viewer \[sn_customerservice.all_cases_viewer\] * Case Playbook for Complaint Viewer \[sn_complaint.viewer\] * Case Playbook for Onboarding Viewer \[sn_onboarding.viewer\] * Action Status Viewer \[sn_action_status.viewer\] * Customer Service Document Template Viewer \[sn_csm_doctemplate.viewer\] * Case Digest Viewer \[sn_csm_case_digest.viewer\] * Customer Project Management Viewer \[sn_csm_ppm.viewer\] * Case Type Configuration Viewer \[sn_scm_case_type.config_viewer\] * Case Line Viewer \[sn_case_line.viewer\] [Major Issue Management](https://www.servicenow.com/docs/access?context=major-issue-management&family=australia&ft:locale=en-US) : Case Type consistency improvements: This update ensures case type consistency when creating and managing major cases and their related child cases, improving accuracy and reducing manual correction. * Create major cases automatically upon approval, and major cases now inherit the same case type as the originating case. * Promote the proposed case directly to a major case I-if no account or consumer or partner exists on the originating major case. * Use the major case's case type and inherit the fields defined in (sn_customerservice.case_fields_to_sync) property or defined through extension point for child cases. [Task plan templates](https://www.servicenow.com/docs/access?context=task-plan-templates&family=australia&ft:locale=en-US) : Add flexible task dependency management to task plan templates, and support for attachments. * Schedule offsets can be defined when creating dependencies, allowing tasks to start within a specified time period (minutes, hours, days, or weeks). * Configure and manage task dependencies directly from task dependency list and view layouts. * Built‑in validations prevent circular dependencies, ensuring task plans remain accurate and reliable. * Ability to attach documents to tasks or cases. * Select Apply Template for any published task plan templates to automatically add all document references from the original template items to the newly created tasks, ensuring seamless access for task owners to all required documents. [Case type selector for creating cases](https://www.servicenow.com/docs/access?context=create-case-of-specific-case-type&family=australia&ft:locale=en-US) : The case type selector is now activated by default when creating cases of these types: * Interaction * Account * Contact * Consumer * Sold product * Install base item * Related lists: child case, case task * List view * Case task list view | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Case management for CSM features or functionality were removed. {#dfrn3-casemanagementforcsm-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 Case management for CSM features or functionality were deprecated. {#dfrn3-casemanagementforcsm-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. * Starting with the Zurich release, the Customer Service Case Types plugin is available as a store plugin and, as such, the family version of the plugin is being prepared for future deprecation. Upon upgrading, customers will automatically move to the store version of the plugin. It will be hidden from the family plugins and no longer installed on new instances but will continue to be supported as a store plugin. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?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 Case management for CSM. {#dfrn3-casemanagementforcsm-summary__entry__42} | Release | 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). | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-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 Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-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 | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Case management for CSM, such as specific requirements or compliance levels. {#dfrn3-casemanagementforcsm-summary__entry__66} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-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 Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-summary__entry__82} | Release | Release notes | |-|-| | Zurich | * Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity. * View the most relevant services that are available for customers when creating customer service cases. * View and select from the available entitlements that are associated with the customer, product, and contract information to associate multiple entitlements with customer service cases. * Filter the service definitions that are displayed to agents based on such criteria as the assigned role or group, or entity criteria. See [Case management for Customer Service Management](https://www.servicenow.com/docs/access?context=csm-case-management&family=zurich&ft:locale=en-US) for more information. | | Australia | * Add dependencies between task plan template items to define predecessor--successor relationships using the supported dependency types: Finish to start, Start after start, and Start together * Provide a visual governance experience to define and manage user access enabling business process owners to configure relationships with clarity. * Major cases now have the same case type as the original case, and associated child cases also have the same case type. * Enhancements to task plan templates to support task dependency, and to support document attachments in task plan template items. * Migrating several applications from family to store. See [Case management](https://www.servicenow.com/docs/access?context=csm-case-management&family=australia&ft:locale=en-US) for more information. | | Brazil | No updates for this release. | [ ]