--- 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 Intelligence for CSM release notes for upgrades from Zurich to Brazil # Combined Intelligence 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) 3 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 Intelligence for CSM Release Notes for Upgrades from Zurich to Brazil This consolidated release notes page provides a comprehensive summary of updates for Intelligence for Customer Service Management (CSM) across ServiceNow releases from Zurich through Brazil. It is designed to assist ServiceNow customers in preparing for upgrades by clearly outlining new features, changes, removals, deprecations, activation instructions, and other relevant information specific to Intelligence for CSM. Show full answer Show less The document highlights that there are no updates, changes, or removals for Intelligence for CSM between the Zurich and Brazil releases, indicating stability in this product area over these versions. ## Upgrade Preparation Before upgrading to the Brazil release, customers should review and complete any pre- and post-upgrade tasks associated with Intelligence for CSM to ensure a smooth transition. Although no specific new features, changes, or removals have been made between Zurich and Brazil, it remains important to verify upgrade readiness. ## Activation Information To activate Customer Service Management, customers must enable the Customer Service plugin (**com.sncustomerservice**). Additionally, several related applications are available on the ServiceNow Store to enhance Intelligence for CSM capabilities: * Guided Decisions Experience (**sngaexp**) * Recommended Actions (**snnbaction**) * Recommended Actions for Customer Service (**sncsnbaction**) * Task Intelligence for Customer Service (**com.snc.csmmltask**) Customers should refer to activation documentation for these applications to extend Intelligence for CSM functionalities. ## Browser and Accessibility Requirements ServiceNow workspaces supporting Intelligence for CSM do not support mobile devices, Internet Explorer, or the legacy Microsoft Edge browser. Supported browsers include Microsoft Edge based on Chromium and other browsers listed in ServiceNow's browser support documentation. The release introduces a Dark theme option within the new Coral theme for web and mobile experiences, improving readability and reducing eye strain. ## Additional Notes * No additional requirements or localization changes have been introduced between Zurich and Brazil for Intelligence for CSM. * Enhanced visibility features introduced in Zurich include the ability to mark knowledge base articles with a lock icon in CRM Workspace when articles are inaccessible to the case requester, and tools for analyzing SLA breach root causes along with suggested process improvements. ## What Customers Can Expect Customers upgrading from Zurich to Brazil can expect a stable Intelligence for CSM experience without new changes or disruptions. The activation guidance ensures easy enablement of core and extended Intelligence for CSM features. The browser and accessibility information supports optimal user experience, while existing features like knowledge article visibility and SLA insights continue to enhance case management effectiveness. Consolidated page of all release notes for Intelligence for CSM from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Intelligence 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 Intelligence for CSM to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM. {#dfrn3-intelligenceforcsm-summary__entry__10} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Intelligence for CSM features. {#dfrn3-intelligenceforcsm-summary__entry__18} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Intelligence for CSM features or functionality were removed. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM features or functionality were deprecated. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM. {#dfrn3-intelligenceforcsm-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=zurich&ft:locale=en-US). Important: The following applications are available in ServiceNow Store: * Guided Decisions Experience (sn_ga_exp) * Recommended Actions (sn_nb_action) * Recommended Actions for Customer Service (sn_cs_nb_action) * Task Intelligence for Customer Service (com.snc.csm_ml_task) For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-summary__entry__58} | Release | Release notes | |-|-| | Zurich | Browser requirements : ServiceNow workspaces don't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Intelligence for CSM, such as specific requirements or compliance levels. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-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 Intelligence for CSM we have noted them here. {#dfrn3-intelligenceforcsm-summary__entry__82} | Release | Release notes | |-|-| | Zurich | * Get enhanced visibility of knowledge base articles by marking and displaying a lock icon for articles that aren't accessible to the case requester within the CRM Workspace. * Gain insights to the root causes of case service level agreement (SLA) breaches and view the suggested improvements to optimize process performance. See [Intelligence for CSM](https://www.servicenow.com/docs/access?context=intelligence-csm&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ]