--- 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 Workforce Optimization for Customer Service CSM release notes for upgrades from Zurich to Brazil # Combined Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service CSM Release Notes for Upgrades from Zurich to Brazil This consolidated release notes page assists ServiceNow customers with upgrading Workforce Optimization for Customer Service (CSM) from the Zurich release family to Brazil. It summarizes new features, changes, removals, deprecations, activation information, and other important upgrade considerations across the Zurich, Australia, and Brazil releases. Show full answer Show less The document confirms that between Zurich and Brazil, there are **no updates or changes** in new features, changes to existing features, removals, deprecations, additional requirements, browser requirements, or localization for Workforce Optimization for Customer Service CSM. ## Key Features and Changes * **No new features** were introduced from Zurich through Brazil releases. * **No changes** to existing Workforce Optimization for Customer Service CSM features occurred. * **No features or functionality were removed or deprecated.** ## Activation Information To activate Workforce Optimization for Customer Service, customers need to request the application from the **ServiceNow Store**. The app is available there, and customers can review all available apps and submit requests through the store website. This remains consistent through Zurich, Australia, and Brazil releases. ## Accessibility and Usability Enhancements In the Zurich release, Workforce Optimization introduced a new **Coral theme with a dark mode option** for both web and mobile interfaces. This feature reduces eye strain and improves readability for users. ## Highlight Information The Zurich release included important modularization improvements such as decoupling Channel Management from core Workforce Optimization modules, enabling independent updates and scaling without impacting other workforce engagement functions. Additionally, managers can now view the team calendar in a month view on the Schedule page within the Manager Workspace. Similarly, agents can access the team calendar month view in Configurable CSM or FSM Workspaces, facilitating better shift planning and engagement. ## Upgrade Recommendations Before upgrading to Brazil, customers should review and complete any pre- and post-upgrade tasks as needed, although no specific tasks or changes are noted between these releases. ## Summary for Customers ServiceNow customers upgrading Workforce Optimization for Customer Service CSM from Zurich to Brazil can expect a smooth transition with no changes in features, removals, or deprecations. Activation continues through the ServiceNow Store. The key usability enhancements introduced in Zurich, including dark mode and improved calendar views for managers and agents, remain relevant and can support better workforce scheduling and engagement. Consolidated page of all release notes for Workforce Optimization for Customer Service CSM from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service CSM to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM features. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM features or functionality were removed. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM features or functionality were deprecated. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Install Workforce Optimization for Customer Service 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: Workforce Optimization for Customer Service is available in the ServiceNow Store. 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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM, such as specific requirements or compliance levels. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__82} | Release | Release notes | |-|-| | Zurich | * Decoupling Channel Management from the core Workforce Optimization (WFO) modules supports modular deployment, enabling independent updates or scaling of Channel Management without impacting other workforce engagement. * Enable managers to view the team calendar in the month view on the Schedule page within the Manager Workspace, providing a broader overview of staffing and shift details. * Enable agents to view the team calendar in the month view within the Configurable CSM or FSM Workspace for better planning and engagement with your work commitments. See [\[Placeholder link text to key bundle-csm.explore-configurable-wfo-cs\]](https://www.servicenow.com/docs/access?context=explore-configurable-wfo-cs&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ]