Combined Customer Service Problem Management release notes for upgrades from Zurich to Australia

  • Release version: Australia
  • Updated August 11, 2026
  • 6 minutes to read
    • Summarize
    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 Service Problem Management release notes for upgrades from Zurich to Australia

    This consolidated release notes document provides ServiceNow customers with detailed information about upgrading Customer Service Problem Management (CSPM) from the Zurich release family to the Australia release family. It summarizes new features, changes, removals, deprecations, activation steps, and important upgrade considerations to help organizations plan and execute their upgrade smoothly while maximizing the value of CSPM capabilities.

    Show full answer Show less

    New Features

    • Zurich Release: Introduced a granular admin role for targeted administrative tasks, and the ability to set up test groups that trigger diagnostics for service problems, incidents, and change requests to aid root cause identification.
    • Australia Release:
      • Patch 5: Enhanced Service Problem Case record page consolidates account context, diagnostics, and Customer 360 data in one workspace. Introduced detailed dispute analysis recording hierarchically by product, category, subcategory, and reason in the Customer Dispute Management (CDM) playbook for clearer visibility on dispute causes.
      • Patch 1: Added a preliminary troubleshooter to process task requests involving payment status with contextual insights from similar cases and Knowledge Base articles. Automated service test and repair workflows run mapped test groups, generate repair tasks for failures, and update work notes autonomously.
      • Early Availability: The CDM case type allows comprehensive capture and management of customer disputes, enforces SLA compliance, maintains audit and Root Cause Analysis (RCA) history, and supports generating deadlock letters for unresolved disputes. Additional AI-powered features include sentiment analysis of linked cases, summarization of related records, and automatic generation of resolution notes and deadlock letters.

    Changes

    • Australia Patch 4: The Now LLM Service is deprecated as the default large language model provider for AI assets; a third-party LLM is now selected by default, though the Now LLM remains available for manual selection.

    Removals and Deprecations

    No features or functionalities were removed or deprecated between Zurich and Australia for Customer Service Problem Management.

    Activation and Installation

    • For both Zurich and Australia releases, Customer Service Problem Management is installed via requests through the ServiceNow Store.
    • Australia requires installation of the Case Playbook for Complaints (sncomplaint) plugin to enable the Customer Dispute Management case type.

    Additional Requirements and Compatibility

    No changes to browser requirements or localization considerations were introduced between Zurich and Australia.

    Practical Benefits for ServiceNow Customers

    • Upgrade preparation is simplified by consolidated release notes covering all relevant changes across releases.
    • Enhanced diagnostic and testing capabilities improve root cause analysis efficiency.
    • Improved dispute management provides structured analysis, SLA enforcement, audit trails, and automated communication support, facilitating faster and more transparent resolution of customer issues.
    • AI-powered sentiment analysis and case summarization enable better insight and prioritization of dispute cases.
    • The deprecation of the Now LLM Service as default model provider reflects evolving AI service options, with manual selection still supported.

    Consolidated page of all release notes for Customer Service Problem Management from Zurich to Australia.

    How to use this page

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

    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 Service Problem Management to Australia

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

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    New features

    Between your current release family and Australia, new features were introduced for Customer Service Problem Management.

    Release Release notes

    Zurich
    Components
    The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Service Problem Management without requiring the full admin role.
    Setting up a test group
    Enables the system to trigger the required tests for service problem cases, incidents, and change request, helping to identify the root cause of the problem. Test group includes test definitions.
    Diagnose and resolve a service problem case
    Review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer.

    Australia
    Australia Patch 5
    Service Problem case record page
    Access account context and diagnostics in one workspace without navigating away from the case View using Service Problem Case record view. You can also view the Customer 360 data with broader account context.
    Resolve a customer dispute and record the dispute analysis
    Record the analysis of a dispute using the hierarchy of product, category, subcategory, and reason in the dispute analysis record. You can record the these details in the Resolution and dispute analysis stage of the CDM playbook. This gives you much clearer visibility into why disputes happen and where to focus process improvements.
    Australia Patch 1
    Preliminary troubleshooter
    Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles.
    Service test and repair
    Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs. This workflow also updates the consolidated summary in work notes and runs autonomously in the background without any user interaction.
    Australia Early Availability
    Customer Dispute Management
    Use the CDM case type to capture complete case details and manage investigations and resolutions while enforcing Service Level Agreement (SLA) compliance. You can also maintain audit and Root Cause Analysis (RCA) history and generate deadlock letters for customer or partner communication.
    Generate ADR resolution notes
    Generates resolution notes for a customer dispute in the CDM case record.
    Analyze the sentiment of a service problem case
    Analyze customer sentiment on the case records that are linked with the customer dispute. This skill enables you to select the relevant linked records for CDM case record.
    Summarize the linked records
    Generates a comprehensive summary the case records that are linked to the customer dispute in the CDM case record.
    Generate a deadlock letter
    Generates a deadlock letter details for a customer dispute in the CDM case record. You can generate the deadlock letter when the customer rejects the complaint resolution and opt for legal procedures.

    Changes

    Between your current release family and Australia, some changes were made to existing Customer Service Problem Management features.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia
    Australia Patch 4
    Now LLM service deprecation
    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.

    Removed

    Between your current release family and Australia, some Customer Service Problem Management features or functionality were removed.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Deprecations

    Between your current release family and Australia, some Customer Service Problem Management features or functionality were deprecated.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Activation information

    Review information on how to activate Customer Service Problem Management.

    Release Release notes

    Zurich

    Install Customer Service Problem Management and Service Test Management by requesting it from the ServiceNow® Store.

    Australia

    Install Customer Service Problem Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

    Additional requirements

    If any additional requirements were introduced or changed for Customer Service Problem Management we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    You must install Case Playbook for Complaints (sn_complaint) plugin to use the CDM case type.

    Browser requirements

    If any specific browser requirements were introduced or changed for Customer Service Problem Management we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Customer Service Problem Management, such as specific requirements or compliance levels.

    Release Release notes

    Zurich

    Australia

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Customer Service Problem Management we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Customer Service Problem Management we have noted them here.

    Release Release notes

    Zurich
    • Run the diagnostics from the contextual panel in the Customer Service Problem Management playbook.
    • As an agent, use the Test group to help group test definitions. The Test group contains multiple test definitions.
    • Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table.

    See Customer Service Problem Management, Setting up a test group, and Setting up test definitions for more information.

    Australia
    Australia Patch 5
    • 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.
    • Use the Service Problem Case record page to view Customer 360 data.
    • Perform and record dispute analysis in the Customer Dispute Management (CDM) case.
    Australia Patch 1
    • Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles.
    • Runs the test groups that are mapped to a task and creates repair tasks for the failed test runs.
    Australia Early Availability
    • Use CDM feature to acknowledge and register customer disputes or complaints, conduct investigations, and deliver timely resolutions.
    • Automatically generate clear resolution notes to help you efficiently document and close customer disputes in CDM cases.
    • Gain insights into customer sentiment and easily identify the most relevant case records to support faster and informed dispute resolution.
    • Get a comprehensive summary of all linked case records to quickly understand and act on customer disputes.
    • Generate deadlock letters to support consumers moving to legal procedures when complaint resolutions are not accepted.

    See Customer Service Problem Management for more information.