--- 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 Customer Service Problem Management release notes for upgrades from Zurich to Brazil # Combined Customer Service Problem Management 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) 8 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 Customer Service Problem Management Release Notes for Upgrades from Zurich to Brazil This consolidated guide assists ServiceNow customers in preparing for upgrades of Customer Service Problem Management from the Zurich release family through to Brazil. It highlights new features, changes, removals, deprecations, activation instructions, and other critical upgrade considerations. The content ensures customers understand enhancements and modifications across the releases to optimize their service problem management processes. Show full answer Show less ## Key Features * **Granular Admin Role (Zurich):** Allows developers and administrators to perform administrative tasks without full admin privileges. * **Test Groups Setup (Zurich \& Brazil):** Enables automated triggering of tests for service problem cases, incidents, and change requests, improving root cause identification. Brazil adds the ability to map product specifications directly to test groups, reducing manual errors. * **Service Problem Case Management (Zurich \& Australia):** Supports reviewing, diagnosing, resolving, and closing customer service issues. Australia introduces a unified workspace with Customer 360 data and toggling between playbook and record views. * **Customer Dispute Management (Australia):** Provides structured capture and management of dispute investigations and resolutions, including SLA enforcement, audit history, root cause analysis, dispute analysis recording, resolution notes generation, sentiment analysis of linked cases, and deadlock letter creation for escalations. * **Service Lifecycle Request (Brazil):** Introduces the "Account change request" case type to manage customer-initiated service ownership changes, supporting use cases such as responsibility transfers. * **Automated Workflows (Australia):** Features preliminary troubleshooters that utilize payment and contextual case data, and service test and repair workflows that autonomously run tests, create repair tasks, and update work notes without user interaction. * **Coral Theme (Zurich):** New default UI theme with brand-neutral illustrations and dark mode options for enhanced user experience across portals and mobile. * **AI and Sentiment Analysis (Australia):** Integration with updated AI models (Now LLM Service deprecation in favor of third-party LLMs) to analyze customer sentiment and assist dispute resolution. ## Changes and Updates * **UI Enhancements:** Addition of Customer 360 tabs, new icons for toggling views, and a refresh button in the repair stage improve usability. * **Test Group Enhancements (Brazil):** Direct characteristic additions and attribute mapping enhance test accuracy and reduce manual configuration. * **AI Model Update (Australia):** Default AI model provider changed from Now LLM Service to third-party LLMs, with manual selection of Now LLM still possible. ## Removals and Deprecations No features or functionalities were removed or deprecated between Zurich and Brazil releases for Customer Service Problem Management. ## Activation and Installation Customer Service Problem Management is available through the ServiceNow Store. Customers must request installation from the store to activate the application in Zurich, Australia, and Brazil releases. ## Additional Requirements * **Australia:** Installation of the *Case Playbook for Complaints (sncomplaint)* plugin is necessary to utilize the Customer Dispute Management (CDM) case type. ## Accessibility and Localization The Coral theme introduced in Zurich includes a dark mode option to reduce eye strain and enhance readability on web and mobile devices. No new localization changes were noted across the releases. ## Practical Benefits for ServiceNow Customers * Enhanced administrative control with granular roles reduces security risks while enabling configuration flexibility. * Automated test group workflows streamline diagnosis and repair of service problems, improving resolution efficiency. * Integrated Customer 360 views and unified case interfaces enable agents to work more effectively without context switching. * Comprehensive dispute management capabilities facilitate faster, documented resolutions and support compliance with SLAs and legal procedures. * AI-powered sentiment analysis and case summarization provide actionable insights to improve customer experience and dispute handling. * Flexible case types support a broader range of customer service scenarios, including ownership changes. * UI and theme enhancements improve agent usability and accessibility. Consolidated page of all release notes for Customer Service Problem Management from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Service Problem Management 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 Customer Service Problem Management to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customerserviceproblemmanagement-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 Customer Service Problem Management. {#dfrn3-customerserviceproblemmanagement-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Components](https://www.servicenow.com/docs/access?context=spm-components&family=zurich&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Service Problem Management without requiring the full admin role. [Setting up a test group](https://www.servicenow.com/docs/access?context=setting-test-group&family=zurich&ft:locale=en-US) : Enables the system to trigger the required tests for service problem cases, incidents, and change request, helping to identify the root cause of the problem. Test group includes test definitions. [Diagnose and resolve a service problem case](https://www.servicenow.com/docs/access?context=work-on-service-problem-case&family=zurich&ft:locale=en-US) : Review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer. | | Australia | [Service Problem case record page](https://www.servicenow.com/docs/access?context=service-problem-case-record-page&family=australia&ft:locale=en-US) : Access account context and diagnostics in one workspace without navigating away from the case View using Service Problem Case record view. You can also view the Customer 360 data with broader account context. [Resolve a customer dispute and record the dispute analysis](https://www.servicenow.com/docs/access?context=resolve-customer-dispute&family=australia&ft:locale=en-US) : Record the analysis of a dispute using the hierarchy of product, category, subcategory, and reason in the dispute analysis record. You can record the these details in the Resolution and dispute analysis stage of the CDM playbook. This gives you much clearer visibility into why disputes happen and where to focus process improvements. [Preliminary troubleshooter](https://www.servicenow.com/docs/access?context=now-assist-tmt-preliminary-troubleshooter-agentic-workflow&family=australia&ft:locale=en-US) : Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles. [Service test and repair](https://www.servicenow.com/docs/access?context=now-assist-tmt-service-test-repair-agentic-workflow&family=australia&ft:locale=en-US) : Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs. This workflow also updates the consolidated summary in work notes and runs autonomously in the background without any user interaction. [Customer Dispute Management](https://www.servicenow.com/docs/access?context=alternative-dispute-resolution&family=australia&ft:locale=en-US) : Use the CDM case type to capture complete case details and manage investigations and resolutions while enforcing Service Level Agreement (SLA) compliance. You can also maintain audit and Root Cause Analysis (RCA) history and generate deadlock letters for customer or partner communication. [Generate ADR resolution notes](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution-notes-ad&family=australia&ft:locale=en-US) : Generates resolution notes for a customer dispute in the CDM case record. [Analyze the sentiment of a service problem case](https://www.servicenow.com/docs/access?context=now-assist-tmt-analyze-sentiment-spc-adr&family=australia&ft:locale=en-US) : Analyze customer sentiment on the case records that are linked with the customer dispute. This skill enables you to select the relevant linked records for CDM case record. [Summarize the linked records](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-linked-record&family=australia&ft:locale=en-US) : Generates a comprehensive summary the case records that are linked to the customer dispute in the CDM case record. [Generate a deadlock letter](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-deadlock-letter&family=australia&ft:locale=en-US) : Generates a deadlock letter details for a customer dispute in the CDM case record. You can generate the deadlock letter when the customer rejects the complaint resolution and opt for legal procedures. | | Brazil | Service Lifecycle Request : Create cases for customer-initiated changes to the ownership of an existing service. A new case type, Account change request, extends the Customer Service base case and includes child tables to support use cases such as transfer of responsibility. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Customer Service Problem Management features. {#dfrn3-customerserviceproblemmanagement-summary__entry__18} | Release | Release notes | |-|-| | Zurich | 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. | | Australia | [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Diagnose and resolve a service problem case](https://www.servicenow.com/docs/access?context=work-on-service-problem-case&family=australia&ft:locale=en-US) : A refresh button is added to the Repair stage in the Service Problem Case. [Service Problem case record page](https://www.servicenow.com/docs/access?context=service-problem-case-record-page&family=australia&ft:locale=en-US) : New icons on the Service Problem case record for toggling between the playbook and record page views. Customer 360 tab is added to the Service Problem Case record page. | | Brazil | [Test group characteristics](https://www.servicenow.com/docs/access?context=test-group-characteristics&family=brazil&ft:locale=en-US) : Add characteristics directly to Test Groups, map product specifications to the Test Group that should run. Propagate those values to Test Definitions through attribute mapping and decomposition rules. The right tests run with the correct inputs for each product, reducing manual configuration and errors. | [ ] ## Removed Between your current release family and Brazil, some Customer Service Problem Management features or functionality were removed. {#dfrn3-customerserviceproblemmanagement-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 Customer Service Problem Management features or functionality were deprecated. {#dfrn3-customerserviceproblemmanagement-summary__entry__34} | Release | Release notes | |-|-| | 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 Customer Service Problem Management. {#dfrn3-customerserviceproblemmanagement-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Install Customer Service Problem Management and Service Test Management by requesting it from the ServiceNow® Store. Important: Customer Service Problem Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Customer Service Problem Management 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: Customer Service Problem Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | Activation information : Install Customer Service Problem Management by requesting it from the ServiceNow Store. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Additional requirements : You must install Case Playbook for Complaints (sn_complaint) plugin to use the CDM case type. | | Brazil | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-summary__entry__58} | Release | Release notes | |-|-| | 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 Customer Service Problem Management, such as specific requirements or compliance levels. {#dfrn3-customerserviceproblemmanagement-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 | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-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 Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-summary__entry__82} | Release | Release notes | |-|-| | Zurich | * Run the diagnostics from the contextual panel in the Customer Service Problem Management playbook. * As an agent, use the Test group to help group test definitions. The Test group contains multiple test definitions. * Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table. See [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=zurich&ft:locale=en-US), [Setting up a test group](https://www.servicenow.com/docs/access?context=setting-test-group&family=zurich&ft:locale=en-US), and [Setting up test definitions](https://www.servicenow.com/docs/access?context=settingup-test-specifications&family=zurich&ft:locale=en-US) for more information. | | Australia | [Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&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 Telecommunications, Media, and Technology (TMT). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. * Use the Service Problem Case record page to view Customer 360 data. * Perform and record dispute analysis in the Customer Dispute Management (CDM) case. [Australia Patch 1](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US) * Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles. * Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs. Australia Early Availability * Use CDM feature to acknowledge and register customer disputes or complaints, conduct investigations, and deliver timely resolutions. * Automatically generate clear resolution notes to help you efficiently document and close customer disputes in CDM cases. * Gain insights into customer sentiment and easily identify the most relevant case records to support faster and informed dispute resolution. * Get a comprehensive summary of all linked case records to quickly understand and act on customer disputes. * Generate deadlock letters to support consumers moving to legal procedures when complaint resolutions are not accepted. See [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=australia&ft:locale=en-US) for more information. | | Brazil | * Identify and resolve service problems that customers experience, using a structured approach to customer-reported issues. * Define tests that diagnose service problems, then apply targeted solutions based on the results. * Resolve broadband and internet issues with AI-driven workflows that track network tickets and create actionable tasks for customer agents. See [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=brazil&ft:locale=en-US) for more information. | [ ]