Process Mining Content Pack for CSM release notes
Version history for the Process Mining Content Pack for CSM 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 23.3.0 - April 2026
-
- Changed:
- Process Mining now includes predefined state definitions, responsibility mappings, teams, and agent assignments so customers can start immediately and adjust over time. This enables key metrics including idle time and touchpoint analysis out of the box.
- When creating a new project, Process Mining automatically recommends fields for activities, breakdowns, and child tables — reducing setup time and the technical knowledge required to reach a working configuration.
- Changed:
- Version 23.2.0 - August 2025
-
- New:
- Use the following features to find process improvement opportunities:
- Use the SLA breach analysis project in Process Mining to identify and analyze cases where service level agreements (SLAs) have been violated.
- The SLA breach analysis project provides insights into the root causes of breaches, highlights bottlenecks, and recommends improvements to optimize process performance.
- Use the following features to find process improvement opportunities:
- New:
- Version 23.1.0 - February 2025
-
- New:
- Use the following features to find process improvement opportunities:
- Work notes analysis feature is Now LLM based.
- Mine the configured base system project to investigate the causes of long resolution times and get a clear understanding of what's causing the delays.
- Use the following features to find process improvement opportunities:
- Changed:
- Use the process mining improvements to improve processes as needed:
- Removed the viewer role from all records in the Process Mining Content Pack for Customer Service Management (CSM).
- Set process configurations as read-only templates, deletable only by a process mining admin. Enable customers to copy the template or import specific parts into their custom configuration.
- Use the process mining improvements to improve processes as needed:
- New:
- Version 23.2.8 - August 2023
- Fixed: When the 'is anything' operator was used, the user was unable to apply advanced transitions. This is now fixed.
- Version 22.3.5 - February 2023
- Changed: Minor updates to improve functionality.
- Version 22.3.2 - December 2022
- PO now supports multi-dimensional mining, i.e., a hierarchy of tables. You can link different related processes together to visualize in one graph
- Version 22.3.0 - September 2022
-
PO now supports multi-dimensional mining, i.e., a hierarchy of tables. You can link different related processes together to visualize in one graph.
- Version 22.2.1 - May 2022
-
- New: This release has two key features:
- Dashboard and Insights page showing the KPIs that matter the most and insights around most common inefficiencies related to speed and conformance
- AI techniques such as clustering and root cause analysis to help you easily identify the key problem areas leading to customer service process inefficiencies
- New: This release has two key features:
- Version 22.1.0 - February 2022
- Process Mining for Customer Service Management creates business process flows from the case data in audit trails, allowing process owners to perform in-depth analysis and discover process insights to improve business outcomes.