---
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


---

# Workforce Optimization for CSM release notes

# Workforce Optimization for CSM release notes {#ariaid-title1}

Release version: Brazil  
Updated October 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## About Workforce Optimization for CSM {#abc__abc-about}

* Manage location‑based holiday calendars to improve workforce scheduling by mapping holidays to specific regions, enabling managers to plan shifts with accuracy, and reduce manual adjustments.
* Enhance the Manager Dashboard with standalone installation support and new AI-powered widgets (Sentiment Analysis, Trending Topics, and Auto QA) to provide actionable insights.
* Support real-time supervisor assistance during customer calls in Manager Workspace, enabling monitoring, whisper coaching, and direct participation.
* Analyze the help requested interactions segmented by different channels, such as Chat, Email, Messaging, Phone and Video.
* Enable Schedule Management as a standalone capability, with backward compatibility for existing deployments and no additional configuration required after activation.

See [Workforce Optimization for Customer Service](https://www.servicenow.com/docs/access?context=configurable-wfo-cs&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) for more information.{#abc__abc-about-2}

## Activation and other requirements {#abc__abc-requirements-activation}

Activation information{#abc__abc-activation-info}

:   Install Workforce Optimization 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.

    {#abc__abc-requirements-info-1}
{#abc__abc-requirements-info-1}

Browser requirements{#abc__abc-browser-info}

:   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=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US).

    {#abc__abc-requirements-browser-1}
{#abc__abc-requirements-browser-1}{#abc__abc-activation-details}

## Version 1.0 {#ariaid-title2}

As a shift planning admin \[sn_shift_planning.admin\], you can now temporarily move agents to another shift, within or across published schedules, without unpublishing the schedules.

### What's new {#workforce-optimization-csm-rn-2026-10__bdc-monthly-new}

[Move agents between shifts and schedules in Shift Planning](https://www.servicenow.com/docs/access?context=move-agents-between-shifts-wfo-cs&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US){#workforce-optimization-csm-rn-2026-10__bdc-monthly-new-feature-1}
:   As a shift planning admin \[sn_shift_planning.admin\], you can move one or more agents from one shift to another, within the same published schedule or to a different published schedule. You no longer need to unpublish
    and republish the schedule. Each move has a start and end date, and you can configure for the agents to automatically revert to the original shift on the end date if required. You can move agents in bulk, using the same dates
    for all of them or separate dates for each. The system validates each move, and a move history records the changes.
{#workforce-optimization-csm-rn-2026-10__bdc-monthly-new-list}