---
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


---

# Customer Service Problem Management release notes

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

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Customer Service Problem Management release notes

The ServiceNow® Customer Service Problem Management application in the Australia release enhances your ability to identify, investigate, and resolve service problems effectively.
It introduces new capabilities for managing customer disputes, leveraging AI-powered insights, and streamlining workflows to improve resolution times and customer satisfaction.
Show full answer Show less  

## Key Features

* **Service Problem Case Record Page:** Access comprehensive account context, diagnostics, and Customer 360 data in a unified workspace, enabling efficient problem resolution without navigating away from the case.
* **Customer Dispute Management (CDM):** Capture complete dispute case details, manage investigations, enforce SLAs, maintain audit and root cause analysis histories, and generate dispute resolution notes and deadlock letters to support legal escalation if needed.
* **Dispute Analysis Recording:** Document dispute reasons using a hierarchical structure (product, category, subcategory, reason) during the resolution process, enhancing visibility into dispute causes and guiding process improvements.
* **Preliminary Troubleshooter Agentic Workflow:** Automate task processing that requires payment status, relevant case context, and Knowledge Base articles, including running mapped test groups and creating repair tasks autonomously.
* **AI Enhancements with ServiceNow Otto for Telecommunications, Media, and Technology (TMT):** Analyze customer sentiment on case records linked to disputes, generate comprehensive case summaries, and create deadlock letters to facilitate faster, informed dispute resolution.
* **UI Improvements:** New icons for toggling between playbook and record views on the Service Problem case page and the addition of a Customer 360 tab for enriched case context.

## Key Outcomes

* Improved visibility into customer disputes through structured analysis and comprehensive case summaries, enabling targeted process improvements.
* Faster dispute resolution supported by AI-driven sentiment analysis and automated workflows that reduce manual efforts.
* Enhanced customer communication capabilities, including generating resolution notes and deadlock letters, ensuring clear documentation and support for legal procedures when necessary.
* Seamless access to relevant customer and account data within case records, reducing context switching and improving agent productivity.

## Activation and Requirements

Customer Service Problem Management is available via the ServiceNow Store. To use the Customer Dispute Management case type, the **Case Playbook for Complaints (sncomplaint)** plugin must also be installed. Check your product entitlements to confirm access to specific features.  
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 {#customer-service-problem-management-rn__customer-service-problem-management-rn-highlights}

[Australia Patch 5](https://www.servicenow.com/docs/86~p_JZvUlBB3FD_j8roSw "The Australia Patch 5 release contains important problem fixes.")

* 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](https://www.servicenow.com/docs/YA7hULsClAMRpa0n7ju_1A "The Australia Patch 1 release contains important problem fixes.")

* 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.
{#customer-service-problem-management-rn__ul_f2g_tg3_mjc}  
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](https://www.servicenow.com/docs/access?context=cspm-landing-page&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) for more information.{#customer-service-problem-management-rn__customer-service-problem-management-rn-highlights-2}
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 {#customer-service-problem-management-rn__customer-service-problem-management-rn-new-features}

[Australia Patch 5](https://www.servicenow.com/docs/86~p_JZvUlBB3FD_j8roSw "The Australia Patch 5 release contains important problem fixes.")

[Service Problem case record page](https://www.servicenow.com/docs/access?context=service-problem-case-record-page&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)
:   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](https://www.servicenow.com/docs/access?context=resolve-customer-dispute&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)
:   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](https://www.servicenow.com/docs/YA7hULsClAMRpa0n7ju_1A "The Australia Patch 1 release contains important problem fixes.")

[Preliminary troubleshooter agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-tmt-preliminary-troubleshooter-agentic-workflow&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)
:   Processes task requests that require payment status, contextual information from similar cases and Knowledge Base articles.

[ServiceNow Otto for Telecommunications, Media, and Technology (TMT) service test and repair agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-tmt-service-test-repair-agentic-workflow&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)
:   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](https://www.servicenow.com/docs/access?context=alternative-dispute-resolution&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)
:   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 resolution notes for ADR case](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution-notes-ad&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)
:   Generates resolution notes for a customer dispute in the CDM case record.

[Analyze the sentiment of a service problem case using ServiceNow Otto for TMT](https://www.servicenow.com/docs/access?context=now-assist-tmt-analyze-sentiment-spc-adr&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)
:   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 using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-linked-record&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)
:   Generates a comprehensive summary the case records that are linked to the customer dispute in the CDM case record.

[Generate a deadlock letter using ServiceNow Otto for TMT](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-deadlock-letter&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)
:   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.

## Changed in this release {#customer-service-problem-management-rn__customer-service-problem-management-rn-changed-features}

:   **[Australia Patch 4](https://www.servicenow.com/docs/hpSe6FW9rwONQbG06dlmzQ "The Australia Patch 4 release contains important problem fixes.")**

[Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
:   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.

## UI changes {#customer-service-problem-management-rn__customer-service-problem-management-rn-ui-changes}

[Australia Patch 5](https://www.servicenow.com/docs/86~p_JZvUlBB3FD_j8roSw "The Australia Patch 5 release contains important problem fixes.")

[Service Problem case record page](https://www.servicenow.com/docs/access?context=service-problem-case-record-page&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)
: New icons on the Service Problem case record for toggling between the playbook and record page views. Customer 360 tab is added to the Service Problem Case record page.  
[Australia Patch 3](https://www.servicenow.com/docs/DV1TPpiWEUyO6zY~iwNq1A "The Australia Patch 3 release contains important problem fixes.")

[Diagnose and resolve a service problem case](https://www.servicenow.com/docs/access?context=work-on-service-problem-case&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)
:   A refresh button is added to the Repair stage in the Service Problem Case.

## Activation information {#customer-service-problem-management-rn__customer-service-problem-management-rn-activation}

Install Customer Service Problem Management 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-problem-management-rn__customer-service-problem-management-rn-activation-1}

## Plugin information {#customer-service-problem-management-rn__customer-service-problem-management-rn-plugin-info}

New plugins{#customer-service-problem-management-rn__customer-service-problem-management-rn-new-plugins}

:   The following plugin is new in Australia:

    Customer Dispute Management (com.sn_telco_adr_mgmt): The CDM 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 dispute and resolve it.{#customer-service-problem-management-rn__customer-service-problem-management-rn-new-plugin}

## Additional requirements {#customer-service-problem-management-rn__customer-service-problem-management-rn-additional-reqs}

You must install Case Playbook for Complaints (sn_complaint) plugin to use the CDM case type.{#customer-service-problem-management-rn__customer-service-problem-management-rn-additional-reqs-1}

## Related ServiceNow applications and features {#customer-service-problem-management-rn__customer-service-problem-management-rn-related-apps}

[Customer service case types](https://www.servicenow.com/docs/access?context=customer-service-case-types&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your
    organization needs.