--- 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 Success Management release notes for upgrades from Zurich to Brazil # Combined Customer Success 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) 11 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 Success Management release notes for upgrades from Zurich to Brazil This consolidated release notes document summarizes the key updates, new features, changes, and upgrade considerations for ServiceNow Customer Success Management as customers upgrade from the Zurich release family to Brazil. It helps customers prepare for the upgrade by outlining pre- and post-upgrade tasks and highlights enhancements across multiple releases from Zurich through Australia to Brazil. Show full answer Show less ## Key Features * **Health Score Calculation:** Starting in version 5.3.11, customers can calculate engagement health scores using a calculated metric data source, requiring a migration script if upgrading from earlier versions. * **Data Sources:** Support for Table type data sources enables retrieving and analyzing data from internal and external tables, with external data accessed via the Zero Copy Connector Hub and data fabric tables. * **Risk and Issue Management:** Use risk timeline visualizations and detailed risk occurrence tracking to better manage engagement risks. * **Granular Admin Roles:** Allows assigning limited administrative permissions to developers and admins without granting full admin rights, improving security and control. * **Success Reporting Dashboard:** Provides a comprehensive view of all engagements under a hierarchy, allowing monitoring of metrics, risk indicators, onboarding, adoption, expansion, and renewal data. * **Product Adoption and Usage:** Enables tracking of adoption trends, identification of active and power users, and highlighting areas requiring additional support or training. * **Implementation Record:** Centralized tracking of partner or customer product/service implementation status, risks, and mitigation playbooks. * **Engagement Hierarchy and Timeline:** Aggregate hierarchical data and chronological event lists help improve decision-making, customer satisfaction, and risk prevention. * **Contextual Color Bands:** Visual threshold indicators tied to health metrics and product adoption data improve data interpretation. * **Customer Discovery Hub (Australia release):** Captures and preserves customer business context from pre-sales through post-sale, enhancing customer success manager insights. * **ServiceNow AI Platform Tiers:** Introduces Foundation, Advanced, and Prime AI licensing tiers, enabling varying levels of AI capabilities including generative AI and agentic workflows based on entitlement. * **Squad Resource Identifier:** Recommends internal experts based on engagement context, skills, region, and availability to enhance collaboration. * **Product Release Email Communication:** Automates drafting and publishing of release announcements targeted to appropriate stakeholders. * **AI-Driven Features (Australia and Brazil):** Includes AI-generated success plays, executive briefings summarizing engagement health, and generative AI to create product adoption roadmaps. * **Meeting Enhancements (Brazil):** Structured capture of meeting agenda items and follow-ups with state tracking, plus association of engagements with multiple onboarding cases to streamline workflows. * **Technology Account 360:** Unified customer or partner account view combining health, financials, product usage, and open tasks for comprehensive account management. ## Key Changes * **Coral Theme:** Coral is now the default theme for new portals and experiences, with a dark mode option to improve usability and reduce eye strain. * **LLM Service Update:** The Now LLM Service is no longer the default model provider for new or inactive AI assets; a third-party LLM is now the default, though existing configurations remain unchanged. * **Meeting Page Prep Brief:** Uses real meeting data for AI-generated summaries, improving accuracy and eliminating fabricated citations. ## Upgrade Considerations and Activation * Before upgrading to Brazil, review and complete all pre- and post-upgrade tasks outlined to ensure smooth transition. * Customer Success Management is available via the ServiceNow Store; installation requires a request through the Store. * No additional browser or localization requirements were introduced between releases Zurich to Brazil. * Accessibility improvements include the availability of a dark theme option as part of the Coral theme, enhancing readability. ## Deprecated and Removed Features No features or functionality were removed or deprecated between the Zurich and Brazil releases. ## Practical Impact for ServiceNow Customers Upgrading to Brazil enhances Customer Success Management by providing more robust tools for engagement health scoring, risk management, AI-driven insights, and collaborative workflows. Customers benefit from improved data sources, reporting dashboards, and role-based administration, enabling more efficient management of customer portfolios and engagement success. The introduction of AI capabilities and structured meeting management supports proactive customer engagement and operational efficiency. ServiceNow customers should leverage these improvements to better monitor customer health, adoption, and renewals, while ensuring compliance with accessibility and UI enhancements. Consolidated page of all release notes for Customer Success Management from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Success 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 Success Management to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customersuccessmanagement-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 Success Management. {#dfrn3-customersuccessmanagement-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Calculate health score](https://www.servicenow.com/docs/access?context=account-lifecycle-setup-health-defn&family=zurich&ft:locale=en-US) : Starting with Customer Success Management 5.3.11, you can use the Calculated metric data source to determine the health score for an engagement. If you are upgrading from Customer Success Management 5.3.10 or earlier versions, you must run the Set health migration status script to enable the health score calculation using this data source. [Define a table data source](https://www.servicenow.com/docs/access?context=account-lifecycle-define-data-source-table&family=zurich&ft:locale=en-US) : Starting with Customer Success Management 5.3.11, you can use the Table type data source to retrieve and analyze data from internal and external tables. To retrieve data from external sources, you must install the Zero Copy Connector Hub application and create data fabric tables. [Risk and issues page](https://www.servicenow.com/docs/access?context=account-lifecycle-risk-issues-page&family=zurich&ft:locale=en-US) : Use the risk timeline visualization to manage the risk occurrences. [Granular admin roles](https://www.servicenow.com/docs/access?context=account-lifecycle-success-roles&family=zurich&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Success Management without requiring the full admin role. [Read-only field enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-read-only&family=zurich&ft:locale=en-US) : Read-only field protections have been moved from the client side to the server side. This move prevents users from updating read-only fields through client-side methods. [Success report dashboard](https://www.servicenow.com/docs/access?context=account-lifecycle-success-report-overview&family=zurich&ft:locale=en-US) : Use the Success report dashboard to see the overall view of all the engagements under your hierarchy and manage your entire customer portfolio. Monitor engagement metrics, risk indicators, and get insights into onboarding and adoption status, risk indicators, onboarding and adoption insights, and expansion and renewal metrics. [Product adoption and usage](https://www.servicenow.com/docs/access?context=account-lifecycle-product-adopt&family=zurich&ft:locale=en-US) : Measure product adoption trends and proactively guide users to achieve desired outcomes using products and services that have been purchased. Identify active and power users and areas where additional training or support is required due to low engagement. [Implementation record](https://www.servicenow.com/docs/access?context=account-lifecycle-imp-record&family=zurich&ft:locale=en-US) : Track the progress of a partner or customer implementing a product or a service. Get a centralized view of the implementation status, identify risks, and run playbooks to mitigate issues. [Engagement hierarchy](https://www.servicenow.com/docs/access?context=account-lifecycle-view-engage&family=zurich&ft:locale=en-US) : View aggregate hierarchical data for an engagement. Make informed decisions, improve customer satisfaction through detailed tracking, identify risks early, and help prevent escalations. [Engagement timeline](https://www.servicenow.com/docs/access?context=account-lifecycle-touchpoint-planner&family=zurich&ft:locale=en-US) : View a chronological list of critical events related to an engagement. Review timelines to recall past events, customer interactions, and identify any issues. [Contextual color bands](https://www.servicenow.com/docs/access?context=account-lifecycle-setup-color-banding&family=zurich&ft:locale=en-US) : Associate thresholds and visual representations to health metric data. View product adoption and usage information relative to a specific product. | | Australia | [Product adoption roadmap versioning](https://www.servicenow.com/docs/access?context=account-lifecycle-par-versioning&family=australia&ft:locale=en-US) : Track the history of published roadmap states and restore an earlier version as needed. Publishing a roadmap creates a version record with a complete snapshot of the lanes and items. You can revert to any previous version without losing the roadmap. [Customer Discovery Hub](https://www.servicenow.com/docs/access?context=account-lifecycle-customer-discovery-hub&family=australia&ft:locale=en-US) : Customer Discovery Hub provides a structured way to capture and preserve customer business context from pre-sales through the post-sale handoff. Sales teams document business needs, challenges, expectations, and use cases that automatically carry forward to engagement records. This gives customer success managers immediate insight into customer objectives and success criteria. [Adaptive desktop actions](https://www.servicenow.com/docs/access?context=now-assist-adaptive-desktop-actions&family=australia&ft:locale=en-US) : Use adaptive desktop actions in Customer Success Management to test prompt-driven models on your workflows. [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US) : 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. [Squad resource identifier](https://www.servicenow.com/docs/access?context=now-assist-squad-resource-identifier&family=australia&ft:locale=en-US) : Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations. This helps to promote faster and more effective collaboration across engagements. [Product release email communication](https://www.servicenow.com/docs/access?context=now-assist-product-release-email-communication&family=australia&ft:locale=en-US) : Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution. [Recommend risk signal solutions](https://www.servicenow.com/docs/access?context=now-assist-tmt-resolve-risk&family=australia&ft:locale=en-US) : Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks. [Generate product adoption roadmaps using Now Assist](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-par-roadmap&family=australia&ft:locale=en-US) : Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal conversations and expansion opportunities. [Support renewals and expansion](https://www.servicenow.com/docs/access?context=now-assist-tmt-renewal-analyzer&family=australia&ft:locale=en-US) : Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine. [Product adoption roadmap](https://www.servicenow.com/docs/access?context=account-lifecycle-par-roadmap&family=australia&ft:locale=en-US) : Enable customer success managers to create structured roadmaps that can guide customers through adoption of purchased products based on business value and current adoption scores. The planner supports two planning levels---Product (strategic) and Capabilities (tactical)---with sequencing to establish clear adoption pathways. | | Brazil | [Meeting agenda items and next steps](https://www.servicenow.com/docs/access?context=account-lifecycle-meeting-scheduler-plus&family=brazil&ft:locale=en-US) : Capture structured meeting agendas and follow-ups instead of relying on a single freeform text field. Record each agenda topic as a Meeting Agenda Item with a state (Planned, Discussed, or Deferred), allotted time, presenter, and decision. Capture unresolved follow-ups from a meeting as Meeting Next Steps, and later triage each one by converting it to an action item or dropping it. [Engagement onboarding links](https://www.servicenow.com/docs/access?context=account-lifecycle-engage-onb-links&family=brazil&ft:locale=en-US) : Associate a single engagement with multiple onboarding cases directly in the platform, without manual workarounds. A new many-to-many relationship connects engagements to onboarding cases. The Applicable Onboarding Cases related list appears on the Engagement record, and the Applicable Engagements related list appears on the Onboarding Case record. [Touchpoint meetings](https://www.servicenow.com/docs/access?context=account-lifecycle-meeting-page&family=brazil&ft:locale=en-US) : Automate the generation, updating, and enrichment of conversation briefs by integrating meeting transcripts, emails, and notes. Identify key discussion topics, risks, issues, and action items. [AI recommended success plays](https://www.servicenow.com/docs/access?context=account-lifecycle-360-view-reco-actions&family=brazil&ft:locale=en-US) : Guide customer success managers by recommending AI-generated success plays for users in neutral or positive states. Examples include sustained adoption, high CSAT or NPS scores, or value realization milestones. [AI powered executive briefings](https://www.servicenow.com/docs/access?context=account-lifecycle-exec-insight-gen&family=brazil&ft:locale=en-US) : * Monitor individual engagement health from the Engagement Record Page with a daily AI-generated summary. The summary synthesizes risk, declining metrics, opportunities, team activity changes, and upcoming changes into a prioritized, digestible brief. * Review recent account activity from the Account 360 Overview tab with a daily AI-generated account briefing. * Track prioritized activities across accounts from the Executive Portfolio dashboard with an AI-generated portfolio briefing. [Technology Account 360](https://www.servicenow.com/docs/access?context=technology-account-360&family=brazil&ft:locale=en-US) : Use the Technology Account 360 to get a unified view of customer or partner account details combining account health, financial, product usage, and open tasks. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Customer Success Management features. {#dfrn3-customersuccessmanagement-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. [Touchpoint home page](https://www.servicenow.com/docs/access?context=account-lifecycle-touchpoint-home&family=australia&ft:locale=en-US) : Internal touchpoints ensure that the internal teams are aligned on the objectives and outcomes of the engagement. | | Brazil | [Meeting page](https://www.servicenow.com/docs/access?context=account-lifecycle-meeting-page&family=brazil&ft:locale=en-US) : The prep brief now uses real meeting data for its AI-generated summary, fixing issues that caused fabricated citations and inaccurate sentiment claims. | [ ] ## Removed Between your current release family and Brazil, some Customer Success Management features or functionality were removed. {#dfrn3-customersuccessmanagement-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 Success Management features or functionality were deprecated. {#dfrn3-customersuccessmanagement-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 Success Management. {#dfrn3-customersuccessmanagement-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Install Customer Success Management 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). Important: Customer Success Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Customer Success 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 Success Management is available in the ServiceNow Store. For details, see the Activation information section of these release notes. | | Brazil | Activation information : Install Customer Success 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=brazil&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Success Management, such as specific requirements or compliance levels. {#dfrn3-customersuccessmanagement-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 Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Success Management we have noted them here. {#dfrn3-customersuccessmanagement-summary__entry__82} | Release | Release notes | |-|-| | Zurich | * Account Lifecycle Events has been renamed to Customer Success Management. * Enable managers to see a high-level aggregate view of their entire customer portfolio. * Monitor adoption scores for sold products and track implementation progress for customer engagements. * View the engagement hierarchy and timeline of events. * Use the new metrics data source to calculate metric values dynamically based on the weighted sums of other metrics. * View the detailed information of risk level records in the risk occurrence timeline. * The activity stream component displays a list of the activities occurring on a risk signal and issue record. * The Related Items tab provides access to the Risk Signal and Issue related lists. * Determine the engagement health score from the Calculated data source. * Retrieve data from internal and external tables with the Table type data source. See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&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. [Australia Patch 4](https://www.servicenow.com/docs/access?context=australia-patch-4&family=australia&ft:locale=en-US) * Capture and preserve customer business context from pre-sales through post-sale handoff with Customer Discovery Hub. [Australia Patch 3](https://www.servicenow.com/docs/access?context=australia-patch-3&family=australia&ft:locale=en-US) * Describes what task you want to accomplish on web at a high level in the tool configuration. Australia Early Availability * Automatically draft, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption. * Identify and match internal experts to customer needs based on engagement context, skills, region, and real-time availability. * Automatically monitor solution progress and sync real-time updates with the risk signals and solution synchronization agent. * Generate customized product adoption roadmaps by analyzing customer characteristics, goals, and similar product adoption patterns. * Provide increased expansion and advocacy opportunities. See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=australia&ft:locale=en-US) for more information. | | Brazil | * Capture meeting agenda items and follow-up next steps as structured records instead of freeform text. * Associate a single engagement with multiple onboarding cases. See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=brazil&ft:locale=en-US) for more information. | [ ]