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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Customer Service Management release notes

# Customer Service Management release notes {#ariaid-title1}

The ServiceNow®
Customer Service Management
application has new and updated applications and features in the Brazil release.
* **[Agent experience for CSM release notes](https://www.servicenow.com/docs/WoeDjjCDqG4VTKxAXrzxHw#agent-experience-for-csm-rn)**   
  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. See the following sections for release notes by version.
* **[Case management for CSM](https://www.servicenow.com/docs/0W~3yBeQlZy94eFh35qMHw#case-management-for-csm-rn)**   
  The ServiceNow® Case management application enables customer service organizations and support teams to collaborate on customer problems proactively to resolve issues. See the following sections for release notes by version.
* **[Data Management for CSM release notes](https://www.servicenow.com/docs/rs7nmAPz_b0RoPebvULc1Q#data-management-for-csm-rn)**   
  The ServiceNow® Data Management for Customer Service Management (CSM) application enables you to organize and manage the data for both your internal users and external customers. Data Management for CSM was enhanced and updated in the Brazil release. See the following sections for release notes by version.
* **[Predictive AI for CSM](https://www.servicenow.com/docs/iq0sxWOK2yN5pZiYL9hkBw#predictive-ai-for-csm-rn)**   
  Predictive AI for CSM includes Recommended Actions, Guided Decisions Experience, Task Intelligence for Customer Service, and Process Optimization applications. See the following sections for release notes by version.
* **[Self-service and omnichannel engagement for CSM release notes](https://www.servicenow.com/docs/oL4YAcwWcP9265fkTDdomw#customer-self-service-omnichannel-engagement-rn)**   
  The ServiceNow® Customer Service Management (CSM) application enables customers to connect with your organization through chat on self-service portals, consumer messaging apps, email, phone calls, and WebRTC voice widgets. See the following sections for release notes by version.
* **[ServiceNow Otto for CSM](https://www.servicenow.com/docs/wBKLTsTtn7k4IwXAZcpkOA#servicenow-otto-for-csm-rn)**   
  The ServiceNow Otto for Customer Service Management (CSM) application is an AI-powered suite that brings generative and agentic AI to customer service channels- voice, chat, email, and web. Agents resolve issues faster with intelligent recommendations. Managers optimize team performance. Admins configure and govern AI workflows. ServiceNow Otto for CSM was enhanced and updated in the Brazil release. See the following sections for release notes by version.
* **[Workforce Optimization for CSM release notes](https://www.servicenow.com/docs/VLsFfW8Xc3k6WM8b3uP3gA#abc)**   
  The ServiceNow® Workforce Optimization application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. See the following sections for release notes by version.