---
sourceDocument: Australia Release Notes
sourceDocumentLink: https://www.servicenow.com/docs/r/release-notes

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Agent experience for CSM release notes

# Agent experience for CSM release notes {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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 Agent experience for CSM release notes - Australia Release

The ServiceNow® Agent experience for Customer Service Management (CSM) in the Australia release introduces enhancements designed to empower customer service agents with streamlined tools for managing customer issues efficiently.
These updates focus on improving agent productivity, consistency, and collaboration within Customer Service Workspace.
Show full answer Show less  

## Key Features

* **Dock for Drafts:** Agents can minimize drafts of comments, work notes, and emails to a dock at the bottom of the workspace page, centralizing all current drafts for easy access.
* **Form Template Enhancements:** Conditional templates with field-level conditions automatically populate case and related table fields, improving consistency and saving time. Templates can be previewed before application.
* **Workspace Record Page Interoperability:** Agents can access record pages across Customer Service Workspace and ITSM Service Operations Workspace, including Incident and Change pages, enabling seamless cross-workspace workflows.
* **AI Interaction Wrap-up:** AI assistance generates wrap-up codes and notes during interaction closure, reducing manual effort.
* **Visual Indicators for Unsaved Changes:** Icons and background colors highlight form fields with unsaved changes to prevent data loss.
* **Knowledge Center Article Editor:** Agents can create and edit knowledge articles directly within Customer Service Workspace, enhancing content management.
* **Unread Email Count and Previews:** Interaction tabs show unread email counts and hover previews for better email management.
* **Activity Timer Log:** Tracks and reports agent time spent on cases and interactions to monitor productivity.
* **Editable Record Headers:** Agents can edit short descriptions directly from record headers on key pages for faster updates.
* **Collaborate Component:** Enables real-time communication with stakeholders within the workspace for case resolution.
* **SLA Component:** Displays Service Level Agreements on the Front-line case page for SLA monitoring.
* **Email Interaction Enhancements:** Drafts can be minimized, activities reordered, and contacts looked up and linked efficiently.
* **Create Actions on Front-line Case Page:** Modeless dialogs allow creation of incidents, knowledge gaps, and other records without leaving the page.
* **Attachment Viewing:** Agents can view attachments in modeless dialogs alongside case details and drafts.
* **Auto-Dismiss Alerts:** Info, Low, and Moderate alerts auto-dismiss after five seconds to reduce clutter; Critical and High alerts remain persistent.
* **Increased Tab Limit:** Agents can open up to 20 tabs to manage multiple tasks without losing context.
* **Multiple Lists in Primary Tabs:** Multiple lists can be opened in separate primary tabs for better multitasking.
* **Granular Admin Roles:** Feature-specific roles improve security by reducing over-privileged access.
* **Knowledge Article Link Enhancements:** Recommended Actions now insert article titles alongside article numbers as hyperlinks in work notes, comments, and emails for clarity.

## Activation and Plugins

Customer Service Workspace requires activation of the Customer Service plugin and installation from the ServiceNow Store. The Australia release introduces new plugins such as Special Handling Notes and related demo data, while deprecating some older plugins and migrating others to store apps.

## Browser Requirements

ServiceNow workspaces do not support mobile devices, Internet Explorer, or Microsoft Edge (non-Chromium). Supported browsers include Microsoft Edge - Chromium and others listed in official browser support documentation.

## Related Applications

* **Customer Service Management:** Core application for external customer service and support.
* **Now Assist for CSM:** AI-powered summarization of chat conversations and case details.
* **Next Experience UI Builder:** Low-code environment to build workspace and portal pages.
* **Workspace UI:** Graphical interface consolidating tools for agents, with Customer Service Workspace tailored for tier 1 support.  
The ServiceNow® Agent experience for CSM provides customer service agents with the tools that they need to find, research, and resolve customer issues and questions. Agent experience for CSM was enhanced and updated in the Australia release.

## Agent experience highlights for the Australia release {#customer-service-config-ws-rn__customer-service-config-ws-rn-highlights}

* Minimize drafts of comments, work notes, and emails to a dock at the bottom of Customer Service Workspace and keep track of documents in this centralized location.
* Enable agents to work from a single location with the ability to view Customer Service Workspace record pages in other workspaces.
* Populate interaction wrap-up codes and notes by using AI, saving agents time.
* Auto-populate record fields and email drafts with dynamic values using form templates.
{#customer-service-config-ws-rn__ul_zgb_ksh_phc}

See [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) for more information.{#customer-service-config-ws-rn__customer-service-config-ws-rn-highlights-2}
Important:  
Customer Service Workspace is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

## New in the Australia release {#customer-service-config-ws-rn__customer-service-config-ws-rn-new-features}

[Dock in Customer Service Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-bottom-utility-bar&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Enable agents to minimize drafts of comments, work notes, or emails to a dock at the bottom of the workspace page. This centralized location provides agents with the ability to see all current drafts at a
    glance.

[Form template enhancements](https://www.servicenow.com/docs/access?context=csm-workspace-form-templates&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Save time and promote consistency by creating conditional templates, setting field-level conditions, and automatically populating email body text. Populate these fields using dynamic values from the Case table and related
    tables. Preview template changes before applying them to a record.

[Workspace record page interoperability](https://www.servicenow.com/docs/access?context=csm-config-ws-pages-templates&version=australia&pubname=australia-customer-service-management&ft:locale=en-US#section_q4z_fm3_23c)
:   Enable agents to use record pages between Customer Service Workspace and ITSM
    Service Operations Workspace. The following ITSM pages are interoperable across CSM:

    * Incident page
    * Change page
    {#customer-service-config-ws-rn__ul_dgk_5md_23c}

[AI interaction wrap-up](https://www.servicenow.com/docs/access?context=interaction-wrapup-ai-generated&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Provide agents with AI assistance during the interaction wrap-up period. This feature generates wrap-up content for interaction records, such as the wrap-up code and notes.

[Highlight fields with unsaved changes](https://www.servicenow.com/docs/access?context=csm-workspace-agent-actions&version=australia&pubname=australia-customer-service-management&ft:locale=en-US#section_zzp_dn3_23c)
:   Use visual indicators in Customer Service Workspace such as icons and background colors to indicate form fields with unsaved changes.

[Knowledge Center article editor available in Customer Service Workspace](https://www.servicenow.com/docs/access?context=csm-workspace-create-knowledge&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Use the Knowledge Center article editor to create and edit knowledge articles in Customer Service Workspace. Agents can access the editing capabilities available in the article editor to format knowledge article content such as text, images, and media.

[Unread email count on interaction tabs](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&version=australia&pubname=australia-customer-service-management&ft:locale=en-US#section_rfs_4lt_13c)
:   Displays the number of unread email messages on interaction tabs in Customer Service Workspace. Hovering over a tab displays a tooltip with a preview of the most recent email.

[Activity timer log](https://www.servicenow.com/docs/access?context=csm-config-ws-time-tracking&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Track the time that agents spend working on cases and interactions in Customer Service Workspace. View a time log report to see detailed records of the time spent on projects and tasks.

## Changed in this release {#customer-service-config-ws-rn__customer-service-config-ws-rn-changed-features}

[Editable record headers](https://www.servicenow.com/docs/access?context=csm-workspace-agent-actions&version=australia&pubname=australia-customer-service-management&ft:locale=en-US#section_hhb_1tj_23c)
:   Enables agents to edit the short description of a record directly from the header field. This feature is available on the following record pages:

    * Front-line case page
    * CSM Interaction record page
    * CSM default record page
    {#customer-service-config-ws-rn__ul_ff3_p3g_yhc}

[Collaborate component in Customer Service Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-collaborate-component&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Use the Collaborate component in the contextual side panel in Customer Service Workspace to communicate and collaborate with stakeholders in real time to resolve cases.

[SLA component on the Front-line case page](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Use the Service Level Agreement (SLA) component in the contextual side panel on the Front-line case page to view SLAs. The SLA cards appear in the Record Information tab below the record information
    card.

[Email Interaction record page enhancements](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Minimize drafts to a dock at the bottom of the workspace page in the inline modeless composer. View activities in the activity feed
    at the top of the page in reverse order, with the newest entries displayed at the bottom.

[Lookup component added to the Email Interaction record page](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Enable agents to look up contacts and consumers by name, phone number, or email address and link them to a record.

[Create actions on the Front-line case page](https://www.servicenow.com/docs/access?context=csm-config-ws-action-layout-groups&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Create different types of records by using the Create button on the Front-line case page. Selecting an action from the Create button, such as creating an incident or a knowledge gap, opens the form in
    a modeless dialogue.

[View attachments in modeless dialogs](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&version=australia&pubname=australia-customer-service-management&ft:locale=en-US#section_sk4_drr_23c)
:   Enable agents to access and review attachments in modeless dialogs instead of workspace tabs. Agents can easily view attachments while also viewing case information and drafts of emails, comments, or work
    notes.

[Auto-dismiss alerts in CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=auto-dismiss-alerts-in-csm-configurable-workspace&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Reduce visual clutter through auto-dismissible alerts, which are enabled by default for Info, Low, and Moderate alerts, with a default timer of five seconds. Critical and High alerts remain persistent to ensure important
    notifications stay visible.

[Maximum number of active tabs in CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-config-workspace-interface&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Agents can open up to 20 active tabs (previously 10) in Customer Service Workspace to handle multiple tasks simultaneously without losing context.

[Open multiple lists in separate primary tabs](https://www.servicenow.com/docs/access?context=csm-config-workspace-list-views&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Agents can now open multiple lists in different Customer Service Workspace primary tabs, enabling seamless context switching between lists without losing their current workspace view.

[Granular admin roles](https://www.servicenow.com/docs/access?context=r_RolesInstalledWithCustomerService&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Enhance security, reduce over-privileged accounts, and enable flexible, task-focused permission management by assigning granular, feature-specific roles to replace broad admin access.

Knowledge article link insertion from Recommended Actions
:   Selecting any of the three attach knowledge article options for work notes, comments, or email from the Recommended Actions panel now automatically switches to the relevant target tab, so the inserted link is immediately
    visible without manual navigation. Inserted links also now display the article title alongside the article number as a hyperlink, replacing the previous article-number-only display. This enhancement applies to the Front-line
    case page and CSM default record page.

Knowledge article link insertion from Recommended Actions on the Email Interaction record page
:   Inserted knowledge article links from the Recommended Actions panel now display the article title alongside the article number as a hyperlink in the email body, replacing the previous article-number-only display. This
    enhancement applies to the Email Interaction record page.

## Activation information {#customer-service-config-ws-rn__customer-service-config-ws-rn-activation}

Customer Service Workspace 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&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).{#customer-service-config-ws-rn__customer-service-config-ws-rn-activation-1}

Install Customer Service Workspace by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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/r/store-release-notes/sn-store-release-notes.html).{#customer-service-config-ws-rn__customer-service-config-ws-rn-activation-2}

## Plugin information {#customer-service-config-ws-rn__customer-service-config-ws-rn-plugin-info}

New plugins{#customer-service-config-ws-rn__customer-service-config-ws-rn-new-plugins}

:   The following plugins are new in Australia:

    * Special Handling Notes (sn_shn): Create notes to bring to the user's attention important information about individual records, such as a case or account record.
    * Special Handling Notes Demo Data (com.snc.shn_demo): Provides the Special Handling Notes application demo data.
    {#customer-service-config-ws-rn__ul_bvb_thp_23c}

Deprecated plugins{#customer-service-config-ws-rn__customer-service-config-ws-rn-deprecated-plugins}

:   The following plugin is deprecated in Australia:

    Customer Service CTI Demo Data (com.snc.customerservice_cti_demo): ServiceNow Voice with Amazon Connect provides the latest experience for this functionality.{#customer-service-config-ws-rn__customer-service-config-ws-rn-deprecated-plugin}

Plugins planned for deprecation{#customer-service-config-ws-rn__customer-service-config-ws-rn-plan-dep-plugins}

:   The listed plugins are planned for deprecation in a future release.

    Beginning with the Australia release, these plugins will be migrated to store applications. Upgrading your instance to the Australia release automatically installs the store applications.

    * CSM Configurable Workspace Special Handling Notes (com.snc.uib.special_handling_notes)
    * CSM Account Hierarchy (com.snc.sn_csm_account_hierarchy_uib)
    * Resolution Shaper (com.sn_resolutionshaper)
    * sn-component-workspace-ribbon (com.sn_component_workspace_ribbon)
    * Special Handling Instruction (app_sn_shn)
    * Special Handling Notes Demo Data (app_sn_shn)
    * sn-component-account-hierarchy (com.sn_component_account_hierarchy)
    * sn-component-workspace-shn (com.sn_component_workspace_shn)

    {#customer-service-config-ws-rn__ul_ubx_wyj_c3c}For more information, see [Plugins activated with Customer Service Management](https://www.servicenow.com/docs/access?context=plugins-activated-with-csm&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).

## Browser requirements {#customer-service-config-ws-rn__customer-service-config-ws-rn-browser}

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&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).{#customer-service-config-ws-rn__customer-service-config-ws-rn-browser-1}

## Related ServiceNow applications and features {#customer-service-config-ws-rn__customer-service-config-ws-rn-related-apps}

[Customer Service Management](https://www.servicenow.com/docs/access?context=c_CustomerServiceManagement&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Use the Customer Service Management application to provide the service and support that your external customers need.

[Now Assist for Customer Service Management (CSM)](https://www.servicenow.com/docs/access?context=now-assist-csm&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Use the ServiceNow®
    ServiceNow Otto for CSM application to summarize customer chat conversations on interactions, summarize case details, and generate case resolution notes.

[Next Experience UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=australia&pubname=australia-application-development&ft:locale=en-US)
:   Next Experience
    UI Builder is a low-code web user interface builder that enables developers to build pages for workspace and portal web-based experiences. Use the base system and custom web components to build your
    pages.

[Workspace UI](https://www.servicenow.com/docs/access?context=workspace-landing-page&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US)
:   ServiceNow®
    Workspace is a graphical user interface that puts multiple tools on one page, including the tools that agents need to find, research, and resolve issues. Customer Service Workspace is a customer service-specific implementation that provides tier 1 agents with the tools that they need to respond to customers and to resolve cases.