Social Benefits Playbook release notes

  • Release version: Store
  • Updated July 9, 2026
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    Summary of Social Benefits Playbook release notes

    The Social Benefits Playbook is a packaged application available on the ServiceNow Store designed to help government agencies streamline and modernize eligibility determination and delivery of financial and social assistance. It enables governments to efficiently provide critical support to constituents by minimizing the need for costly custom development and ongoing maintenance.

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    Key Updates and Fixes

    • Version 2.12.2 (July 2026): Resolved plugin dependency issues, delivered Zurich platform compatibility, and fixed security defects.
    • Version 2.12.0 (June 2026): Incorporated changes for the Cobalt Directive, cleaned up roles per Big Rock Directive, and added translation capabilities.
    • Version 2.11.5 (April 2026): Enhanced mobile layout for Undo Action, exposed hardcoded strings for translation to resolve internationalization issues across Public Sector Digital Services.
    • Version 2.11.4 (March 2026): Improved accessibility for document classification and validation, addressed playbook loading issues, ensured consistent save and cancel events across languages.
    • Earlier releases (2024-2025): Addressed functional issues such as policy visibility, activity content retention, eligibility rules engine messaging, accessibility compliance (ARIA), enhanced security with new access control rules, and improved applicant experience allowing bypass of initial eligibility questions.

    Practical Benefits for ServiceNow Customers

    • Improved reliability and usability of social benefits workflows with fixes to key activities and mobile support.
    • Enhanced accessibility and localization to support diverse constituents and comply with accessibility standards.
    • Greater security and compliance through updated access controls and adherence to directives.
    • Streamlined agent experience with detailed applicant information and linked policies for eligibility assessment.
    • Continuous improvements ensure compatibility with the latest ServiceNow platform releases and directives.

    ServiceNow customers leveraging the Social Benefits Playbook can expect a robust, secure, and user-friendly framework tailored for social assistance programs that accelerates service delivery and improves constituent engagement.

    Version history for the Social Benefits Playbook 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 2.12.2 - July 2026
    • Fix the plugin dependency issue from the previous release and deliver a Zurich-compatible version.
    • Fix security defects
    Version 2.12.0 - June 2026
    • Make changes for the Cobalt Directive
    • Cleanup roles per the Big Rock Directive
    • Add translation
    Version 2.11.5 - April 2026
    • Fixed:
      • Now® Mobile Reflow layout for the Undo Action in the Verify Documents Activity is now properly supported (PRB1999122)
      • Hardcoded strings in the Social Benefits Playbook are now exposed for translation via Playbook Localization, resolving i18n issues across Public Sector Digital Services (PRB1968653)
    Version 2.11.4 - March 2026
    SR - Industry - Public Sector Digital Services Apps - Social Benefits 2.11.4New:Accessibility to Doc Classification & validate blank documentsAddressed playbook loading issuesPolicies to load for Social Benefit with PACESave and Cancel events to trigger consistently for all languages
    Version 1.2.3 - September 2025
    • Fixed:
      • PACE Policies were not appearing in Social Benefits
      • Mark Complete button was missing in the Confirm application details activity (Portal and Workspace)
    Version 2.0.2 - August 2025
    • Fixed:
      • Review Application Activity Empty After Completion: Now retains and displays content as expected after marking complete.
      • Responsibility Field in 'Add People' Activity: Fixed to show appropriate options like "dependent".
    Version 2.0.3 - August 2025
    Changed: Moved PaCE Calling Service APIs to the PSDS Core Application.
    Version 2.0.1 - May 2025
    Fixed: Functionality problem within the "Enter primary applicant information" activity.
    Version 2.0.0 - February 2025
    • Changed:
      • Modified eligibility rules engine output to better inform agents when runtime issues occur.
      • Updated application labels to support accessible rich internet applications (ARIA) accessibility requirements.
      • Added new access control rules (ACLs) to enhance the playbook security model.
    Version 1.2.0 - November 2024
    • Changed:
      • Modified eligibility rules engine output to better inform agents when runtime issues occur.
      • Updated application labels to support accessible rich internet applications (ARIA) accessibility requirements.
      • Added new access control rules (ACLs) to enhance the playbook security model.
    Version 1.1.1 - August 2024
    • New:
      • Ability for social assistance program applicants to bypass initial eligibility questions
      • Applicants are now able to advance from initial applicant information questions directly to the sign and submit activity without having to complete additional application questions
      • Improved constituent 360 card within the agent workspace to provide more detailed information about social assistance program applicants
      • Links to the associated policies governing eligibility criteria are available within the contextual side panel of the agent experience
    Version 1.0.4 - June 2024
    • Fixed:
      • Resolved accessibility issues
      • Updated API call to glide plugin manager when checking if a plugin exists
      • Action Status on the social benefits workspace lists
    Version 1.0.2 - May 2024
    The Social Benefits Playbook provides governments with a packaged playbook built to simplify and modernize eligibility determination and the delivery of financial and social assistance enabling governments to focus on quickly providing critical assistance to constituents in need, rather than developing and maintaining expensive custom solutions.