--- 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 Data Management for CSM release notes for upgrades from Zurich to Brazil # Combined Data 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) 24 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 Data Management for CSM Release Notes for Upgrades from Zurich to Brazil This consolidated release notes document provides ServiceNow customers with detailed information on upgrading Data Management for Customer Service Management (CSM) from the Zurich release through to Brazil. It outlines new features, changes, deprecations, activation requirements, and important upgrade considerations to ensure a smooth transition and optimal use of the product enhancements across these releases. Show full answer Show less ## Key Features * **Return Merchandise Authorization (RMA) Case Lines:** Agents can initiate return requests directly from sold product records with automatic mapping of order and product details, improving visibility and reducing processing time. * **Lifecycle Synchronization:** Synchronize lifecycle values between assets and install base items to maintain accurate product status using lifecycle stage and state values. * **Proactive Customer Service Operations:** Dedicated CSM roles for event management operators ensure secure access control, replacing broad platform roles with scoped roles for improved data protection. * **Billing Account Enhancements:** Introduction of the CSM Billing Account Core store app provides a comprehensive data model for managing billing accounts, including account hierarchies, payment profiles, billing schedules, and payment responsibilities. * **Sold Product Form Improvements:** Direct billing account references, lifecycle state management with automated date-driven updates, support for related parties, and pricing ramps improve financial context, billing accuracy, and revenue recognition. * **Partial Synchronization:** The new partial sync capability allows selective synchronization of specific data sections, improving performance, reducing resource consumption, and delivering clearer error messages. * **Support for Business Locations:** Enhanced support for indirect and channel sales enables business location staff to manage opportunities, orders, quotes, and customer service cases with appropriate role-based access and visibility. * **Granular Administrative Roles:** New fine-grained admin roles across Customer Data Foundation, Install Base Management, and Lead to Cash Core provide enhanced control over read, write, create, and delete permissions. * **CSM Data Classification Application:** Leverages ServiceNow AI Platform data privacy capabilities to classify CRM data and apply protection measures, enhancing data security. * **Unified User Configuration:** Supports modeling of a single user as both contact and consumer, streamlining user management and improving user experience. * **Proactive Service Extended to Business Organizations:** Major case management now includes business organizations with automated case proposals and tracking across affected entities. * **Coral Theme and Accessibility:** Introduction of the Coral theme as default for portals and mobile, including a dark mode option to improve readability and user experience. * **Declarative Responsibility Framework Enhancements:** Improved flexibility and usability for access control configurations, including import/copy functionality and expanded cleanup capabilities. * **Billing Account Visualization and Roles:** Hierarchical views of billing accounts and expanded role-based access improve navigation, transparency, and administration of billing data. * **Customer Data Foundation Table Enhancements:** New fields added to support segmentation, lifecycle tracking, and external-system integration, improving data accuracy and business insights. ## Changes and Improvements * Entity configuration now supports filtering and post-processing scripts for precise sales data management. * Enhanced delta pricing with fields tracking pricing based on sales agreements and subscription traceability. * Improved install base data model with identifiers and provider service organization fields for better lifecycle and partner management. * Hierarchical access controls allow location managers to manage install base items within their organizational scope. * Household plugin migrated to ServiceNow Store for better packaging and deployment flexibility. * Enhanced customer data viewer role with expanded read-only access to additional tables and menu items. * Guided setup now aligns with granular admin roles for delegated configuration tasks. * Account code generation updated for dynamic scalability to support unlimited account growth. * Renamed Service Model Foundation entities require review and update of existing configurations and scripts. * Restrictive update access on shared location records ensures secure location data management. ## Activation and Upgrade Requirements * Data Management for CSM requires activation of the Customer Service Management plugin (com.sncustomerservice) and related plugins for additional features. * Sales Customer Relationship Management features require activation of the Lead to Cash Core plugin (com.snd.l2c.core). * Business Location and Install Base Management are now available via the ServiceNow Store, requiring appropriate installation and activation. * Prior to upgrading, customers should complete pre- and post-upgrade tasks outlined in the release notes to ensure compatibility and data integrity. * Customers must run a one-time scheduled job to remove legacy roles to enable restricted customer access configuration. * Browser support excludes mobile devices and Internet Explorer starting with the Zurich release and continuing through Brazil. ## Deprecations and Removals * The legacy Escalation Master-Approval and Escalation-Approval workflows have been deprecated in favor of low-code flow designer implementations Consolidated page of all release notes for Data 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 Data 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 Data Management for CSM to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-datamanagementforcsm-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 Data Management for CSM. {#dfrn3-datamanagementforcsm-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Create return merchandise authorization case lines](https://www.servicenow.com/docs/access?context=som.create-return-merchandise-authorization-case-lines&family=zurich&ft:locale=en-US) : Enable agents to initiate return requests directly from sold product records along with the install base items. Return cases automatically map order and product details to the case, giving users an end-to-end visibility into their returns and reducing processing time. [Synchronizing life-cycle values](https://www.servicenow.com/docs/access?context=cmdb-asset-CI-IBI-sync-options&family=zurich&ft:locale=en-US) : Configure a model category as a product instance to enable the system to synchronize the life cycle values between asset and install base item using the life cycle stage and life cycle state status values. [Proactive Customer Service Operations](https://www.servicenow.com/docs/access?context=proactive-service-operations&family=zurich&ft:locale=en-US) : Event management operators now have a dedicated customer service management role for access control when setting up new installations. The access to customer data for event management operators is granted through a limited scoped role ( sn_pro_cs_ops.csm_evt_mgmt_stakeholder) instead of the global platform role (evt_mgmt_operator role). [Billing account store application](https://www.servicenow.com/docs/access?context=configuring-billing-accounts&family=zurich&ft:locale=en-US) : Install the new CSM Billing Account Core store application, which introduces a foundational data model and hierarchy for managing billing accounts. It enables you to define billing relationships, establish account hierarchies, and track financial responsibility across your organization. [Sold product form](https://www.servicenow.com/docs/access?context=sold-product-form&family=zurich&ft:locale=en-US) : The following enhancements are added for the Sold Product in this release: * Billing Account: Enables direct reference to the associated Billing Account on the Sold Product entity within ServiceNow® CRM allowing agents to access financial information instantly during service delivery. This provides visibility into payment terms and conditions linked to the product, builds customer trust through transparent and predictable billing, and supports accurate revenue recognition for businesses. * Start and end Dates: Provides full lifecycle state‑transition support (In preparation, Active, Expired, Cancelled) with automated date‑driven updates. [Explore partial sync](https://www.servicenow.com/docs/access?context=about-partial-sync&family=zurich&ft:locale=en-US) : Synchronize only specific sections of your data structure using the new partial sync capability in the create instance flow. This enhancement introduces the `allowedContextTypes` parameter, which enables you to specify exactly which types should be processed during synchronization operations. This leads to the following benefits: * Improved performance: Reduction in processing time for targeted updates. * Reduced resource consumption: Lower database queries, memory usage, and network bandwidth. * Faster response times: Users experience quicker synchronization operations. Support indirect sales through Business Locations with [Opportunity Management for business location](https://www.servicenow.com/docs/access?context=opportunity-management-for-business-location&family=zurich&ft:locale=en-US). : Use the Sales Customer Relationship Management capabilities with both internal and external business organizations using Opportunity Management for business locations. Support channel sales by enabling business location staff to create and modify business opportunities and to track end-to-end life cycle of opportunities. [Sales and Service API Core](https://www.servicenow.com/docs/access?context=sales-and-services-api-core&family=zurich&ft:locale=en-US) and [Lead to Cash Core](https://www.servicenow.com/docs/access?context=entity-configuration-and-mapping&family=zurich&ft:locale=en-US) : Granular admin roles introduced in Lead to Cash Core and Sales and Service API core. [Granular roles in Install Base Management](https://www.servicenow.com/docs/access?context=r_rolesinstalledwithcustaccessmgmt&family=zurich&ft:locale=en-US) : Added new granular roles with the sn_install_base.install_base_admin admin role, which is installed with Customer Service Install Base Management \[com.snc.install_base\] plugin. * sn_install_base.install_base_read * sn_install_base.install_base_write * sn_install_base.install_base_create * sn_install_base.install_base_delete * sn_customerservice.customer_data_viewer * sn_customerservice.case.viewer These roles provide you with more control over administrative tasks like read, write, create, delete, data view, and case view related to install base and sold product related entities. CPQ integration with MACD workflows : Introduced new data model changes to enable CPQ configurator usage for MACD workflows. Using [CSM Data Classification application](https://www.servicenow.com/docs/access?context=using-csm-data-classification&family=zurich&ft:locale=en-US) : Use the new CSM Data Classification (com.snc.csm_data_privacy) Store app that delivers base system classifications for CRM data, categorizing it as internal, personally identifiable information (PII), confidential, and more. The solution uses the ServiceNow AI Platform data privacy capabilities, such as data classification, to apply protection measures and enhance data security. Support indirect sales through Business Locations with [Order Management for business location](https://www.servicenow.com/docs/access?context=order-managment-for-business-location&family=zurich&ft:locale=en-US), [Quote Management for business location](https://www.servicenow.com/docs/access?context=quote-management-for-business-location&family=zurich&ft:locale=en-US). : Use the Sales Customer Relationship Management capabilities for both internal and external business organizations to enable Order Management, and Quote Management systems for business locations. Support channel sales and indirect sales by enabling business location staff to collaborate with an enterprise in managing customer orders, quotes, and performing the following actions: * Permit enterprise sales agents to associate business locations as channel partners to create and fulfill customer orders and quotes. * Enable self-service order tracking for internal and external business location staff through the Business Location Service Portal to track and manage customer orders. * Support the tracking of multiple business locations for a single order or quote, either at the order line item level, order related party, quote line item level, or the quote related party. * Improve the indirect sales cycle efficiency by converting approved channel quotes into customer orders. Naming customer relationship records for [Consumer team member relationship tables](https://www.servicenow.com/docs/access?context=assign-team-member-to-consumer&family=zurich&ft:locale=en-US) and [Household team member relationship tables](https://www.servicenow.com/docs/access?context=assign-team-member-to-household&family=zurich&ft:locale=en-US) : Use the Type field through related party configurations to name records in the consumer team member and household team member relationship tables. This functionality enables you to label relationships based on the purpose of the association and relevant industry use cases. [Migrating legacy workflow to low code](https://www.servicenow.com/docs/access?context=create-escalation-template&family=zurich&ft:locale=en-US) : Added an Escalation Approval Flow field to the Escalation Template \[sn_customerservice_escalation_template\] table where existing customers can continue using their current escalation workflows or migrate to the new flows, depending on their customizations. As part of this update: * The legacy Escalation-Approval workflow has been migrated to the low-code flow designer. * The Escalation Master--Approval workflow has been converted into a business rule. [Account address enhancements](https://www.servicenow.com/docs/access?context=account-address-access-for-contacts&family=zurich&ft:locale=en-US) : Enable contacts to access the account addresses that permit contacts to view both account-address records and the associated location information for accounts they're authorized to access. | | Australia | [External staff can resolve customer cases at their locations](https://www.servicenow.com/docs/access?context=access-limitations-for-ext-loc-customer-agent&family=australia&ft:locale=en-US) : The external location consumer agents (having sn_customerservice.svc_location_consumer_agent and snc_external roles) at external organization (formerly external business location) can create, view, update, and close customer cases directly from the classic environment, the same way internal location staff already can. This extends consistent, timely customer service across company-owned and third-party locations. [External staff can view colleague contact details at their location](https://www.servicenow.com/docs/access?context=csm-data-model-tables&family=australia&ft:locale=en-US) : An external staff member with sn_customerservice.service_organization_contributor role, can view the business phone number, mobile phone number, and email address of other external staff members at their organization in the classic environment. [Create Return Merchandise Authorization case lines](https://www.servicenow.com/docs/access?context=create-return-merchandise-authorization-case-lines&family=australia&ft:locale=en-US) : Enable agents to initiate return requests directly from sold product records along with install base items. Return cases automatically map order and product details to the case, giving users an end-to-end visibility into their returns and reducing processing times. [Proactive Customer Service Operations](https://www.servicenow.com/docs/access?context=proactive-service-operations&family=australia&ft:locale=en-US) : Event management operators now have a dedicated customer service management role for access control when setting up new installations. The access to customer data for event management operators is granted through a limited scope role (sn_pro_cs_ops.csm_evt_mgmt_stakeholder) instead of the global platform role (evt_mgmt_operator) role. [Synchronizing life-cycle values](https://www.servicenow.com/docs/access?context=cmdb-asset-CI-IBI-sync-options&family=australia&ft:locale=en-US) : Configure a model category as a product instance to enable the system to synchronize life cycle values between asset and install base item. The synchronization uses the life cycle stage and life cycle state status values. [Business Organization Self Contributor persona](https://www.servicenow.com/docs/access?context=csm-data-model-roles&family=australia&ft:locale=en-US) : Create and track service cases for themselves and for sold products and install base items at a business location that are assigned to them. Use the Business Organization Self Contributor \[sn_bus_loc.business_org_self_contributor\] role. This role is available to frontline, field, and location-based workers. A new Buyer Organization Member field on the sold product and install base item lets managers associate these records with specific members. [Hierarchy-scoped access for business organization members](https://www.servicenow.com/docs/access?context=csm-assign-responsibilities&family=australia&ft:locale=en-US) : Grant business organization members hierarchy-scoped access across child locations with administrator or manager-controlled exclusions using a new organization hierarchy responsibility, Organization Hierarchy Contributor \[org_hierarchy_contributor\]. Two new fields control the scope: Excluded Locations on the assignment, and Restricted on the business location. [Configuring a contact as a consumer](https://www.servicenow.com/docs/access?context=configuring-a-contact-as-a-unified-consumer&family=australia&ft:locale=en-US) : Model a single user who functions as both a contact and a consumer within your customer data structure. This capability improves administrative efficiency by reducing the overhead of creating and maintaining multiple user records for the same individual. It also provides a unified experience, eliminating the must switch logins across different personas. [Billing accounts data model enhancements](https://www.servicenow.com/docs/access?context=add-related-parties-to-a-billing-account&family=australia&ft:locale=en-US) : Grant contacts and consumers access to billing accounts through the related parties data model, using out of base system responsibilities and roles. [Service Model Foundation Granular admin roles](https://www.servicenow.com/docs/access?context=granular-admin-roles&family=australia&ft:locale=en-US) : Added new granular admin roles to enable targeted permission assignments based on functional responsibilities, replacing broad admin access. [Add related parties to an install base item](https://www.servicenow.com/docs/access?context=add-related-party-install-base&family=australia&ft:locale=en-US) : The Sold product is enhanced to support Related pricing. [Adding related parties to a sold product](https://www.servicenow.com/docs/access?context=add-related-parties-to-sp&family=australia&ft:locale=en-US) : Use flexible price and quantity ramps that adapt over a product's lifecycle, enabling time-based pricing, segment modifications during post-sale workflows, and accurate calculations across multi-year contracts. [Sold product form](https://www.servicenow.com/docs/access?context=sold-product-form&family=australia&ft:locale=en-US) : Use scheduled jobs to update the state of the Sold product based on start and end dates. Automatic state updates ensure fair access and predictable billing. This reduces errors through accurate lifecycle management and delta pricing. [Sold product form](https://www.servicenow.com/docs/access?context=sold-product-form&family=australia&ft:locale=en-US) : Billing Account support on Sold Products to give agents immediate financial context, streamline billing‑related case resolution, and improve billing accuracy and transparency for customers and enterprises. [Granular administrative roles for Customer Data Foundation](https://www.servicenow.com/docs/access?context=customer-data&family=australia&ft:locale=en-US) : Implemented administrative roles that provide fine-grained access control across CDF. These roles can be assigned to administrators and other personas based on job functions and security requirements. It includes the following capabilities: * Added 25 admin roles with specific read, write, create, and delete permissions. * Updated Before you begin sections across all Customer Data Foundation configuration topics with role prerequisites. * Improved security compliance through role-based access segregation. [New fields in the Customer Account table](https://www.servicenow.com/docs/access?context=customer-data&family=australia&ft:locale=en-US) : Added the following fields to the Customer Account (customer_account) table to improve business identification and record management: * DUNS Number: Store the Data Universal Numbering System (DUNS) identifier for business accounts to support data enrichment and third party integrations. * Active: Indicates whether an account record is active for filtering and workflow purposes. [Description field added Customer Data Foundation configuration tables](https://www.servicenow.com/docs/access?context=csm-cust-access-mgmt-tables&family=australia&ft:locale=en-US) : Added a Description field to the following Customer Data Foundation (CDF) configuration tables to capture additional details about each record: * Related Party Configuration \[sn_customerservice_related_party_configuration\] table * Responsibility Definition \[sn_customerservice_responsibility_def\] table * Responsibility Access Configuration \[sn_customerservice_responsibility_access_config\] table | | Brazil | [View Customer contracts and entitlements for business organizations and edit entitlement usage](https://www.servicenow.com/docs/access?context=configure-data-model-roles&family=brazil&ft:locale=en-US) : Location support agents \[sn_bus_loc.svc_location_support_agent\] can view customer contract records (Business Organization as a customer) and their associated entitlements, and edit entitlement usage when either of the following is true: * The channel partner is one of their organizations, and a buyer organization is specified. * The buyer organization is one of the organizations that they manage. [Restricted Customer Access now controls visibility](https://www.servicenow.com/docs/access?context=associate-customers-or-bus-loc-to-so&family=brazil&ft:locale=en-US) : Extended the organization customer criteria for a business organization with a new Restricted Customer Access check box that controls visibility of customer records. When enabled, business organization staff can view only the customer and consumer records that satisfy the configured criteria at their business organization. This applies to both service and sales personas. Upgrade customers must run the one-time scheduled job, Remove Legacy roles from Loc Mgr Contrib to enable restricted customer access configuration. [New business organization-scoped contributor personas](https://www.servicenow.com/docs/access?context=csm-contributor-user-roles&family=brazil&ft:locale=en-US) : Added two new roles, Business Org Account Contributor \[sn_bus_loc.business_org_account_contributor\] and Business Org Consumer Contributor \[sn_bus_loc.business_org_account_contributor\] that grant location-scoped equivalents of the existing Account Contributor and Consumer Contributor roles. With Business Org Account Contributor role, you can create cases for accounts supported by your business organization. You can also track and manage cases created by you for the accounts associated with your organization. With Business Org Consumer Contributor role, you can create cases for consumers or households supported by your business organization. You can also track and manage cases created by you for the consumers or households associated with your organization. [Proactive Customer Service extended to business organizations](https://www.servicenow.com/docs/access?context=configure-flow-designer-bo&family=brazil&ft:locale=en-US) : Extended proactive customer service and major case management to business organizations, alongside the existing support for accounts and consumers. When a network alert affects install base items belonging to a business organization, the system can propose a major case and build a recipient list of the affected business organizations. If the major case manager accepts the proposal, they can create a child case for each affected business organization, so all affected business organizations are tracked and updated under a single major case. Business Organization staff can track cases from Business Organization Support Portal. [Billing account address](https://www.servicenow.com/docs/access?context=associate-location-with-billing-account&family=brazil&ft:locale=en-US) : Associate one or more locations with a billing account using the new Billing Account Address \[sn_billing_account_address\] table. Each address record captures the address type, identifies the primary address, and tracks whether the address is active or inactive. [Billing account payment profile](https://www.servicenow.com/docs/access?context=add-payment-profile-to-billing-account&family=brazil&ft:locale=en-US) : Define payment information for a billing account using the new Billing Account Payment Profile \[sn_billing_account_payment_profile\] table, which captures the payment method and related payment details for the account. [Payment responsibility on billing accounts](https://www.servicenow.com/docs/access?context=add-payment-profile-to-billing-account&family=brazil&ft:locale=en-US) : Specify who pays for a billing account with the new Paying party and Paying billing account fields, supporting self, parent, and designated-account payment relationships. [Billing schedules on billing accounts](https://www.servicenow.com/docs/access?context=set-up-billing-schedule-for-billing-account&family=brazil&ft:locale=en-US) : Define when billing occurs for a billing account with the new Billing Schedule field, which links the account to a platform schedule and its schedule entry records. The new billing account schedule viewer \[sn_billing_account.schedule_viewer\] and writer \[sn_billing_account.schedule_writer\] roles control read and write access to these schedules. New fields across the Customer Data Foundation tables : Added fields to the core customer data model tables to support segmentation, life cycle tracking, and external-system integration: * Account table: Account stage, Account status, Customer since, Relationship tier, Market segment, Total ACV, and External ID * Contact table: External ID * Consumer table: Consumer stage, Consumer status, Customer since, Relationship tier, and External ID * Account Team Member table: Active, Start date, and End date | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Data Management for CSM features. {#dfrn3-datamanagementforcsm-summary__entry__18} | Release | Release notes | |-|-| | Zurich | [Explore partial sync](https://www.servicenow.com/docs/access?context=about-partial-sync&family=zurich&ft:locale=en-US) : Partial sync processes the data sections you specify instead of the entire structure, significantly improving performance and reducing resource consumption.The partial sync enhancement includes improved error handling that provides clear, actionable error messages when mandatory fields are missing from synchronization requests. [Entity configuration and mapping](https://www.servicenow.com/docs/access?context=entity-configuration-and-mapping&family=zurich&ft:locale=en-US) : Gain precision in sales entity setup with three new columns in the Lead to Cash Entity Definition table: Filter Conditions, Enable Post Processing, and Post Processing Script. These columns enable targeted data filtering and post-processing logic execution. [Associate products and services](https://www.servicenow.com/docs/access?context=products-services-at-bus-loc&family=zurich&ft:locale=en-US)Support for service-related capabilities in business locations : Enable service-related capabilities for business locations by activating the optional Customer Service Case Types (sn_csm_case_types) plugin. [Delta price enhancements](https://www.servicenow.com/docs/access?context=sold-product-form&family=zurich&ft:locale=en-US) : The following are enhancements added in Delta pricing: * Added pricing fields that reference sales agreements and captures base prices on sold products to verify consistent pricing during modifications, such as quantity changes or attribute updates. New fields are added to enhance the traceability for subscription-based products. * Added columns to the Sold Product base table. Use the Split from and Split from root to track lineage during upsells, downsells, and expiration date changes ensuring accurate order management, compliance, and analytics. [Install base data model enhancements](https://www.servicenow.com/docs/access?context=create-install-base-item&family=zurich&ft:locale=en-US) : Improve traceability and product life cycle management with the Install Base Identifier field on the install base form. Base install base items are mapped directly to model categories to support industry-specific product configurations. Added Provider Service Org field on the install base form to support tracking, recall workflows, and post-sale engagement with dealers and partners. [Access control improvements](https://www.servicenow.com/docs/access?context=sold-product-form&family=zurich&ft:locale=en-US) : Provide hierarchical access to Install Base items for location managers and staff to manage assets sold by or associated with their service organizations. 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. [Enhancements to the declarative responsibility framework](https://www.servicenow.com/docs/access?context=declarative-resposibility-framework&family=zurich&ft:locale=en-US) : Introduced several key improvements to enhance the flexibility and usability of the declarative responsibility framework: * Enabled responsibility access configurations to support more granular access control. * Updated the data model by adding new fields and renaming select field labels for improved clarity. * Refreshed associated forms and lists to reflect the latest framework updates. [Updated account manager responsibility access configuration](https://www.servicenow.com/docs/access?context=list-of-reponsibilities-provided-with-base-system&family=zurich&ft:locale=en-US) : Enhanced access configurations for account manager responsibilities by creating a unified entity that defines access based on record and role for more consistent and streamlined access control. [Managing account addresses](https://www.servicenow.com/docs/access?context=associate-address-account&family=zurich&ft:locale=en-US) : Manage account addresses by associating locations with accounts where the Update access is granted to confirm tracking of address information and support account management. [Updating location records associated with account](https://www.servicenow.com/docs/access?context=delete-address-location-form&family=zurich&ft:locale=en-US) : Restricts users from updating a shared location record unless they have the Update access to all associated accounts, confirming location details can only be modified with the necessary permissions across every linked account. | | Australia | [Modify action limited to parent sold products](https://www.servicenow.com/docs/access?context=modify-a-sold-product&family=australia&ft:locale=en-US) : Perform the Modify action for only root sold products.The Modify action is inactive for child sold products across the list view, detail view, and hierarchical list. [Renamed entities](https://www.servicenow.com/docs/access?context=renamed-entities&family=australia&ft:locale=en-US) : Renamed Service Model Foundation entities to improve clarity and maintain consistency across the platform. Review your existing configurations, scripts, or integrations that reference these entities and update them accordingly. Note: The entity name changes are available in the Business Location 5.2.0 store app. [Household plugin migration to ServiceNow Store](https://www.servicenow.com/docs/access?context=activate-customer-service-household&family=australia&ft:locale=en-US) : Starting with the Australia release, the Household family plugin (com.snc.household) has been migrated to the ServiceNow Store as a standalone application. Any new enhancements to this application are delivered through the Household store app. This change provides improved packaging, versioning, and deployment flexibility for B2C implementations that require household relationship management. [Customer Life Cycle Management Workflows](https://www.servicenow.com/docs/access?context=customer-life-cycle-management-workflows&family=australia&ft:locale=en-US) : Added core primitives to support price and quantity ramps, enabling flexible, time‑based changes across the sold product lifecycle. The feature delivers scalable pricing aligned with usage, simplifies post-sale workflows, and improves revenue forecasting without custom scripts. [Sold product form](https://www.servicenow.com/docs/access?context=sold-product-form&family=australia&ft:locale=en-US) : Create future‑dated subscription products in a Pending Activation state to improve the Add‑Order‑to‑Sold‑Product process. It also ensures lifecycle accuracy, predictable billing, and fair access for customers while improving revenue recognition for businesses. [Enhanced Customer Data Viewer role](https://www.servicenow.com/docs/access?context=business-stakeholder-for-csm&family=australia&ft:locale=en-US) : The Customer Data Viewer (sn_customerservice.customer_data_viewer) role includes expanded access to additional data tables and menu items. These enhancements enable users to view a broader range of customer data while maintaining read-only access restrictions. With this enhancement, you can: * Extend access to additional tables for the customer data viewer role * Inherit household role in customer data viewer role * Explore additional menu items now accessible to the customer data viewer role. [Guided setup access for granular admin roles](https://www.servicenow.com/docs/access?context=import-csm-accounts&family=australia&ft:locale=en-US) : Access to foundation data steps in guided setup now aligns with CDF admin roles. This access change enables administrators to delegate specific configuration tasks to users based on their assigned roles, providing greater flexibility in managing setup responsibilities. [Extensible account code support](https://www.servicenow.com/docs/access?context=csm-account-code-account-path&family=australia&ft:locale=en-US) : Updated the account code generation logic to support dynamic length scalability. Account codes now automatically expand from 4 digits to 5 or more as needed, ensuring unlimited account growth without manual intervention. Administrators can resolve invalid insert errors by clearing the system property to regenerate codes based on the maximum existing code. [Declarative Responsibility Framework enhancements](https://www.servicenow.com/docs/access?context=declarative-resposibility-framework&family=australia&ft:locale=en-US) : Introduced usability and functional enhancements to the Customer Access Management (CAM) Declarative Responsibility Framework. These updates streamline access configuration management and improve flexibility for responsibility definitions. With this enhancement, you can now: * Import or copy access configurations from one responsibility definition to another. * Manage CAM-related assets through improved cleanup capabilities. * Reference any field name in the Responsibility Definition field configuration. [Unified User configuration enhancements](https://www.servicenow.com/docs/access?context=configuring-unified-user&family=australia&ft:locale=en-US) : Added a system property (sn_customerservice.consumer.allowed_user_types) to enhance unified user management. This property specifies which user types (classes) can be associated with consumers. [Billing accounts](https://www.servicenow.com/docs/access?context=configuring-billing-accounts&family=australia&ft:locale=en-US) : Visualize a billing account's hierarchy directly from the account, making large parent-and-child account structures easier to navigate. The default view now adapts to the billing account type. The Billing account type field is populated automatically from the source customer to reduce manual setup and keep records consistent. | | Brazil | [Service organizations as buyers on install base records](https://www.servicenow.com/docs/access?context=product_inventory_configurations&family=brazil&ft:locale=en-US) : Add service organizations as buyers on install base records to control access to their product inventory by user role. Use the Modify or Disconnect actions from the service organization record to enable service organizations to create orders or quotes. [Project task assignment access for business organization staff](https://www.servicenow.com/docs/access?context=csm-data-model-roles&family=brazil&ft:locale=en-US) : Gain write access to the Assignment group and Assigned to field, and read access to the Priority field, on business organization project tasks with the Location Project Member \[sn_bus_loc.location_project_stakeholder\] or Location Project Manager Contributor \[sn_bus_loc.location_manager_project_stakeholder\] role. [Billing account roles and responsibility access](https://www.servicenow.com/docs/access?context=granular-roles-and-supported-entities-CAM&family=brazil&ft:locale=en-US) : Updated billing account roles and responsibility access to align with the expanded billing account capabilities. Extended access to Billing Account Address, Billing Account Payment Profile, and Billing Schedule (schedule and schedule entry) through: * Billing Account platform granular and CRM granular roles * Billing Account responsibilities through the customer access management (CAM) framework [Create a sold product](https://www.servicenow.com/docs/access?context=create-sold-item&family=brazil&ft:locale=en-US) : Edit and view multiple related parties in the sold product enable users to review the details of a deal and review deal context without leaving the record. Deal type and Route to Market aren't captured on the sold product, with route to market options filtered automatically based on the selected deal type. [Create return merchandize authorization (RMA) cases directly from the business portal](https://www.servicenow.com/docs/access?context=rma-case-self-service&family=brazil&ft:locale=en-US) : Initiate an RMA case from the business portal without contacting an agent to reduce the back-and-forth for returns and replacements. * Enable customer contacts to view the list of their RMA cases from the Request menu on the portal to track their requests in progress. * Customer contacts can open individual RMA cases and drill into case lines to review its status and details. | [ ] ## Removed Between your current release family and Brazil, some Data Management for CSM features or functionality were removed. {#dfrn3-datamanagementforcsm-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 Data Management for CSM features or functionality were deprecated. {#dfrn3-datamanagementforcsm-summary__entry__34} | Release | Release notes | |-|-| | Zurich | * Escalation Master-Approval * Escalation-Approval | | Australia | * As part of the CAM Declarative Responsibility Framework enhancements, the following legacy fields have been marked deprecated: * Restrict access to field from the Responsibility Access Configuration \[sn_customerservice_responsibility_access_config\] table * Applicable to field from the Responsibility Definition \[sn_customerservice_responsibility_def\] table * Starting with the Australia release, the Household plugin (com.snc.household) is available as a store plugin. The family version of the plugin is being prepared for future deprecation. On 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. * Restrict access to field from the Responsibility Access Configuration \[sn_customerservice_responsibility_access_config\] table * Applicable to field from the Responsibility Definition \[sn_customerservice_responsibility_def\] table | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Data Management for CSM. {#dfrn3-datamanagementforcsm-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : CSM is a ServiceNow AI Platform application that is available with activation of the Customer Service Management 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). Additional CSM features are available with the activation of other plugins. For details, see [Additional plugins for Customer Service Management](https://www.servicenow.com/docs/access?context=r_CustServMgmtAddtlPluginsTable&family=zurich&ft:locale=en-US). Sales Customer Relationship Management is a ServiceNow AI Platform feature that is available with the activation of the Lead to Cash Core plugin (com.snd.l2c.core). For details, see [Explore](https://www.servicenow.com/docs/access?context=som-exploring&family=zurich&ft:locale=en-US). Starting in the Yokohama release, the following plugins are available on the ServiceNow Store for: * Install Base Management (com.snc.install_base) * Install base characteristics (com.snc.install_base_characteristics) * Customer Service with Service Portfolio management (com.snc.csm_spm) For details, see [Configure Install base](https://www.servicenow.com/docs/access?context=configure-install-base&family=zurich&ft:locale=en-US). Starting from the Yokohama release, the Business Location plugin (com.snc.business_location) is available on the ServiceNow Store. For details, see [Activate business locations](https://www.servicenow.com/docs/access?context=activate-business-location&family=zurich&ft:locale=en-US). Important: Business Location and Install Base Management are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : CSM is a ServiceNow AI Platform application that is available with activation of the Customer Service Management (CSM) 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). Additional CSM features are available with the activation of other plugins. For details, see [Additional plugins for Customer Service Management](https://www.servicenow.com/docs/access?context=r_CustServMgmtAddtlPluginsTable&family=australia&ft:locale=en-US). Sales Customer Relationship Management is a ServiceNow AI Platform feature that is available with the activation of the Lead to Cash Core plugin (com.snd.l2c.core). For details, see [Explore](https://www.servicenow.com/docs/access?context=som-exploring&family=australia&ft:locale=en-US). Important: Business Location and Install Base Management are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | Activation information : CSM is a ServiceNow AI Platform application that is available with activation of the Customer Service Management (CSM) plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=brazil&ft:locale=en-US). Additional CSM features are available with the activation of other plugins. For details, see [\[Placeholder link text to key bundle-csm.r_CustServMgmtAddtlPluginsTable\]](https://www.servicenow.com/docs/access?context=r_CustServMgmtAddtlPluginsTable&family=brazil&ft:locale=en-US). Sales Customer Relationship Management is a ServiceNow AI Platform feature that is available with the activation of the Lead to Cash Core plugin (com.snd.l2c.core). For details, see [Explore](https://www.servicenow.com/docs/access?context=som-exploring&family=brazil&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Data Management for CSM we have noted them here. {#dfrn3-datamanagementforcsm-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 Data Management for CSM we have noted them here. {#dfrn3-datamanagementforcsm-summary__entry__58} | Release | Release notes | |-|-| | Zurich | Browser requirements : Starting with the Zurich release, data management for Customer Service Management doesn't support mobile devices and Internet Explorer. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | | Australia | Browser requirements : Starting with the Australia release, data management for Customer Service Management doesn't support mobile devices and Internet Explorer. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=australia&ft:locale=en-US). | | Brazil | Browser requirements : Starting with the Brazil release, data management for Customer Service Management doesn't support mobile devices and Internet Explorer. For more information, see [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 Data Management for CSM, such as specific requirements or compliance levels. {#dfrn3-datamanagementforcsm-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 Data Management for CSM we have noted them here. {#dfrn3-datamanagementforcsm-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 Data Management for CSM we have noted them here. {#dfrn3-datamanagementforcsm-summary__entry__82} | Release | Release notes | |-|-| | Zurich | * Simplify your experience in viewing and applying protections to sensitive data by identifying, categorizing, and securing sensitive customer relationship management (CRM) data. * Streamline access management through an enhanced UI-based configuration, using the declarative framework enhancements in Customer Access Management (CAM). * Integrate Service Model Foundation with Order Management and Quote Management to enable enterprises to track orders and quotes that are generated by channel partners. * Add pricing fields based on sales agreements to capture base prices for sold products and verify consistent pricing. * Improve traceability with serial numbers on Install Base items and direct links to model categories for industry-specific configurations. * Enable partial sync using `allowedContextTypes` to sync specific sections with preserved structure and recursive filtering, and deliver clear, actionable error messages with consistent API responses. See [Data management](https://www.servicenow.com/docs/access?context=csm-data-management&family=zurich&ft:locale=en-US) feature for more information. | | Australia | * Implement granular administrative roles across the Customer Data Foundation (CDF) for better access control over user permissions and data. * Support unified user modeling with Contact as Consumer functionality, enabling the user to function as both a business-to-business (B2B) and a business-to-consumer (B2C). * Migrate the Household (com.snc.household) plugin to ServiceNow Store for improved packaging and deployment flexibility. * Renamed Service Model Foundation entities for clarity and consistency. Update any configurations, scripts, or integrations that reference these entities. * Enable billing account support on Sold Products to give agents instant financial context, accelerate billing case resolution, and improve billing accuracy and transparency. See [Data management](https://www.servicenow.com/docs/access?context=csm-data-management&family=australia&ft:locale=en-US) feature for more information. | | Brazil | * Unify billing schedules and payment profiles across all billing accounts, with visibility into when each account is billed, who is responsible for payment, and how payments are collected. * Manage related parties and deal context on sold products, and enable customers to create and track Return Merchandise Authorization (RMA) cases directly from the portal. * Track business organization outages efficiently. As a major case manager, get auto-proposed major cases and child cases for every affected organization, ensuring consistent updates across all impacted accounts. See [Data management](https://www.servicenow.com/docs/access?context=csm-data-management&family=brazil&ft:locale=en-US) feature for more information. | [ ]