Proactive Customer Service Operations release notes

  • Release version: Store
  • Updated July 9, 2026
  • 1 minute to read

    • Version history for the Proactive Customer Service Operations application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 25.1.0 - July 2026
    • Changed:
      • Event Management operators now use a dedicated CSM role for access control(new installations only)
      • On new installations, access to Customer Service Management data for Event Management operators is granted through the scoped role sn_pro_cs_ops.csm_evt_mgmt_stakeholder instead of the platform-level evt_mgmt_operator role.
      • Assign sn_pro_cs_ops.csm_evt_mgmt_stakeholder to any Event Management operator who needs visibility into CSM data. The role internally includes evt_mgmt_operator, so no additional role assignments are needed. This role grants access to:
        • Customer service cases — read and add work notes
        • Install base items — read (filtered to the operator's account and contacts)
        • Customer contacts and account names — read
      • Existing installations/Upgrades: No action required. Current role assignments and ACL records are unchanged.
    Version 25.0.3 - May 2026
    • Changed:
      • Enhanced the performance of "CSM Install Base Outages on Home Page" portal widget
      • Related API enhancement on the case creation.
    Version 25.0.1 - March 2026
    Changed: Minor enhancements.
    Version 24.1.0 - January 2026
    Changed: Minor enhancements.
    Version 24.0.1 - August 2025
    Minor bug fixes.
    Version 24.0.0 - February 2025

    This version is dependent on the Install base store application and is compatible with the Yokohama release only.

    Version 23.1.2 - November 2024
    Minor security fixes.
    Version 23.1.1 - May 2024
    • New: Proactive Customer Service Operation now supports i18n localization.
    • Fixed: Include minor security fixes.
    Version 23.0.5 - February 2023
    The plugin was available as a family plugin until the Tokyo release and as a store app from the Utah release.