Combined Proactive Service Experience Workflows release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 3 minutes to read
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    Summary of Combined Proactive Service Experience Workflows Release Notes for Upgrades from Yokohama to Zurich

    This consolidated release notes document provides ServiceNow customers with essential details about upgrading Proactive Service Experience Workflows from the Yokohama release to the Zurich release. It summarizes new features, changes, and important upgrade information to help you prepare and execute the upgrade efficiently.

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    Key Features

    • Granular Admin Role: Introduces a more precise administrative role that allows developers and administrators to perform configuration tasks for Proactive Service Experience Workflows and Product Support for Technology without needing the full admin role, enhancing security and delegation flexibility.
    • Incident and Change Request Diagnostics and Resolution: Enables diagnosing incidents and change requests directly within the Proactive Service Experience Workflows. Users can manually create resolution tasks and fully review, diagnose, resolve, and close cases related to service issues and Product Support for Technology.
    • Diagnostics Execution from Contextual Panels: Allows running diagnostics from the contextual panel in the workflows, Incident, Change Request, and Product Support for Technology playbooks, streamlining troubleshooting processes.
    • Configuration Item (CI) Testing: Facilitates running related tests directly from the CI form view, improving efficiency in resolving CI-related issues.
    • Visibility Controls: Customers can modify the visibility of the Diagnose tab and run diagnostics from the Decisions table contextual panel, providing tailored user experiences.
    • Product Support Case Renaming: The Product Support Case application is renamed to Product Support for Technology, reflecting updated terminology and alignment with product offerings.

    Upgrade and Activation Information

    • Pre- and Post-upgrade Tasks: Customers should review and complete necessary tasks before and after upgrading to Zurich to ensure a smooth transition.
    • Installation: Proactive Service Experience Workflows for Zurich can be installed by requesting them from the ServiceNow Store.

    Other Release Information

    • No updates, removals, or deprecations were noted between Yokohama and Zurich releases for this product.
    • There are no changes to additional requirements, browser requirements, accessibility, or localization for this upgrade.

    Practical Implications for ServiceNow Customers

    With these enhancements, customers benefit from improved administrative control, streamlined diagnostics and resolution workflows, and enhanced CI testing capabilities. The upgrade introduces no disruptions or deprecated features, simplifying the upgrade process. The renamed Product Support for Technology application reflects current product branding for clearer usage.

    Consolidated page of all release notes for Proactive Service Experience Workflows from Yokohama to Zurich.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Proactive Service Experience Workflows release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Zurich.

    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 Proactive Service Experience Workflows to Zurich

    Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    New features

    Between your current release family and Zurich, new features were introduced for Proactive Service Experience Workflows.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich
    Components
    The granular admin role enables developers and administrators to complete administrative configuration tasks for Proactive Service Experience Workflows without requiring the full admin role.
    Components
    The granular admin role enables developers and administrators to complete administrative configuration tasks for Product Support for Technology without requiring the full admin role.
    Diagnose and resolve an incident
    Diagnose the incident in the Proactive Service Experience Workflows and create the resolution task manually to resolve the issue.
    Diagnose and resolve a change request
    Review, diagnose, resolve, and close a change request case for the service-related issue experienced by the customer.
    Diagnose and resolve
    Review, diagnose, resolve, and close the Product Support for Technology Case.

    Changes

    Between your current release family and Zurich, some changes were made to existing Proactive Service Experience Workflows features.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Removed

    Between your current release family and Zurich, some Proactive Service Experience Workflows features or functionality were removed.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some Proactive Service Experience Workflows features or functionality were deprecated.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Activation information

    Review information on how to activate Proactive Service Experience Workflows.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    Install Proactive Service Experience Workflows by requesting it from the ServiceNow® Store.

    Additional requirements

    If any additional requirements were introduced or changed for Proactive Service Experience Workflows we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Proactive Service Experience Workflows we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Proactive Service Experience Workflows, such as specific requirements or compliance levels.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    Localization information

    If there are specific localization considerations for Proactive Service Experience Workflows we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Proactive Service Experience Workflows we have noted them here.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich
    • Diagnose the incidents and change requests in the Proactive Service Experience Workflows. Create a resolution task manually to resolve the issue.
    • Run the diagnostics from the contextual panel in the Proactive Service Experience Workflows, Incident, Change request, and Product Support for Technology playbook.
    • Execute tests for a Configuration Item (CI) in the Proactive Service Experience Workflows, Change request, and Product Support for Technology playbook. For Configuration Items (CIs), run related tests directly from the CI form view.
    • Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table.
    • Technology Product Support Case application is renamed to Product Support for Technology
    • Technology Product Support Case application is renamed to Product Support for Technology.

    See Proactive Service Experience Workflows for more information.