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- Naming customer relationship records for Consumer team member relationship tables and Household team member relationship tables
- 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
- 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
- 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.
- Using CSM
Data Classification application
- 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, Quote Management for business location.
- 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.
- Support indirect sales through Business Locations with Opportunity Management for business location.
- 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.
- CPQ integration with MACD workflows
- Introduced new data model changes to enable CPQ configurator usage for MACD workflows.
- Sales and Service API Core and Lead to Cash Core
- Granular admin roles introduced in Lead to Cash Core and Sales and Service API core.
- Explore partial sync
- 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.
- Granular roles in Install Base Management
- 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.
- Billing account store application
- 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
- 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.
- Create return merchandise authorization case lines
- 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
- 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
- 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).
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- External staff can resolve customer cases at their locations
- 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
- 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.
- Configuring a contact as a consumer
- 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 need to switch logins across different personas.
- Granular administrative roles for Customer Data Foundation
- 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
- 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
- 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
- Billing accounts data model enhancements
- 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
- 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
- The Sold product is enhanced to support Related pricing.
- Adding related parties to a sold product
- 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
- Use scheduled jobs to update the state of the Sold product based on start and end dates. Ensure that sold products follow clear start and end dates with automatic state updates, giving customers fair access, predictable
billing, and reducing errors through accurate lifecycle management and delta pricing.
- Sold product form
- 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.
- Business Organization Self Contributor persona
- Create and track service cases for themselves, and for sold products and install base items at a business location that are assigned to them, using 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
- 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.
- Create Return Merchandise Authorization case lines
- 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
- 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
- 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.
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