Customer Service Problem Management release notes
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Summary of Customer Service Problem Management release notes
The ServiceNow Customer Service Problem Management application helps organizations identify and resolve customer service problems effectively. The Australia release, updated in March 2026, introduces enhancements that streamline problem resolution, improve dispute handling, and leverage AI assistance, particularly for Telecommunications, Media, and Technology (TMT) industries.
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Key Features
- Task Request Processing: Enhanced workflows now process task requests that require payment status verification, contextual information from similar cases, and Knowledge Base articles.
- Automated Test and Repair Workflows: AI-driven workflows run mapped test groups on tasks, automatically creating repair tasks for any failed tests, updating summaries, and operating autonomously in the background.
- Alternative Dispute Resolution (ADR) Management: The ADR case type enables capturing comprehensive dispute details, managing investigations, enforcing SLA compliance, maintaining audit and Root Cause Analysis (RCA) history, and generating deadlock letters for unresolved disputes escalating to legal procedures.
- Now Assist for TMT AI Capabilities: Includes generation of clear resolution notes for ADR cases, sentiment analysis on linked case records to identify relevant disputes, comprehensive summarization of linked records, and generation of deadlock letters to support dispute escalation.
- User Interface Update: A refresh button was added to the Repair stage in service problem cases to improve usability during case resolution.
Activation and Requirements
- Customer Service Problem Management is available via the ServiceNow Store and requires installation from there.
- The new Alternative Dispute Resolution plugin (sntelcoadrmgmt) is introduced in this release to manage ADR cases.
- Using the ADR case type requires the Case Playbook for Complaints (sncomplaint) plugin to be installed.
Practical Benefits for ServiceNow Customers
- Automated and AI-assisted workflows reduce manual effort in diagnosing and repairing service problems, increasing operational efficiency.
- Comprehensive ADR management ensures customer disputes and complaints are handled thoroughly and in compliance with SLAs, improving customer satisfaction and reducing escalation risks.
- Sentiment analysis and case summarization help customer service teams prioritize and address disputes faster with informed decision-making.
- Legal escalation support via deadlock letter generation facilitates smooth transition to legal processes when necessary.
The ServiceNow® Customer Service Problem Management application helps customer to identify and resolve service problems. Customer Service Problem Management was enhanced and updated in the Australia release.
Customer Service Problem Management highlights for the Australia release
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 Alternative Dispute Resolution (ADR) feature to acknowledge and register customer disputes, complaints, or ADRs, conduct investigations, and deliver timely resolutions.
- Automatically generate clear resolution notes to help you efficiently document and close customer disputes in ADR 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.
Important:
Customer Service Problem Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Australia release
Australia Patch 1
- Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection preliminary troubleshooter agentic workflow
- Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles.
- Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection service test and repair agentic workflow
- 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.
- Alternative dispute resolution management
- Use the ADR 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 resolution notes for Alternative Dispute Resolution case using Now Assist for TMT
- Generates resolution notes for a customer dispute in the Alternative Dispute Resolution (ADR) case record.
- Analyze the sentiment of a service problem case using Now Assist for TMT
- 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 ADR case record.
- Summarize the linked records using Now Assist for Telecommunications, Media and Technology (TMT)
- Generates a comprehensive summary the case records that are linked to the customer dispute in the ADR case record.
- Generate a deadlock letter using Now Assist for TMT
- Generates a deadlock letter details for a customer dispute in the ADR case record. You can generate the deadlock letter when the customer rejects the complaint resolution and opt for legal procedures.
UI changes
- Diagnose and resolve a service problem case
- A refresh button is added to the Repair stage in the service problem case.
Activation information
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.
Plugin information
- New plugins
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The following plugin is new in Australia:
Alternative Dispute Resolution (sn_telco_adr_mgmt): The Alternative Dispute Resolution captures the case details of the issue or problem faced by the customer and manages investigations and expected resolution. It tracks all actions required to identify the root cause of the ADR and resolve it.
Additional requirements
You must install Case Playbook for Complaints (sn_complaint) plugin to use the ADR case type.