Customer Success Management release notes

  • Release version: Store
  • Updated July 9, 2026
  • 10 minutes to read

    • Version history for the Customer Success Management 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 6.5.3 - July 2026 (Zurich)
    • This release brings Customer Discovery Healthboard data directly into Engagements, lays the data foundation for the Engagement AI Agent, and tightens security and access control across the app.
      • Customer Discovery integration — Business Challenges, Business Needs, Business Expectations, and Customer Use Cases from Customer Discovery Healthboard are now visible within Engagements via a new Customer Use Cases related list, with owner, complexity, and product capability context surfaced alongside each engagement. Existing CSM roles automatically inherit the corresponding Discovery Viewer and Writer permissions — no manual role reassignment required.
      • Engagement AI Agent — The data access layer for the Engagement AI Agent is now in place, exposing sold products, contract links, and segment configuration as context inputs to the agent runtime. The integration is plugin-gated and has no impact on deployments that do not activate the Customer Success AI Agent plugin.
      • Access control hardening — An ACL bypass in the Leadership Adoption data broker has been closed so that the Adoption tab's visualization data is restricted to CSM roles. Field-level query range for the Customer Success Viewer role is now tightened on Touchpoint, Success Initiative, and Success Case to exclude internal-only fields such as work notes.
      • Security compatibility — Related list candidate filtering now uses GlideRecordSecure. Performance — A query-layer regression that slowed Touchpoint, Success Case, Risk Signal, Success Task, and Contract list pages under high data volumes has been resolved.
    Version 6.6.3 - July 2026 (Australia)
    • This release brings Customer Discovery Healthboard data directly into Engagements, lays the data foundation for the Engagement AI Agent, and tightens security and access control across the app:
      • Customer Discovery integration — Business Challenges, Business Needs, Business Expectations, and Customer Use Cases from Customer Discovery Healthboard are now visible within Engagements via a new Customer Use Cases related list, with owner, complexity, and product capability context surfaced alongside each engagement. Existing CSM roles automatically inherit the corresponding Discovery Viewer and Writer permissions — no manual role reassignment required.
      • Engagement AI Agent — The data access layer for the Engagement AI Agent is now in place, exposing sold products, contract links, and segment configuration as context inputs to the agent runtime. The integration is plugin-gated and has no impact on deployments that do not activate the Customer Success AI Agent plugin.
      • Access control hardening — An ACL bypass in the Leadership Adoption data broker has been closed so that the Adoption tab's visualization data is restricted to CSM roles. Field-level query range for the Customer Success Viewer role is now tightened on Touchpoint, Success Initiative, and Success Case to exclude internal-only fields such as work notes.
      • Security compatibility — Related list candidate filtering now uses GlideRecordSecure. Performance — A query-layer regression that slowed Touchpoint, Success Case, Risk Signal, Success Task, and Contract list pages under high data volumes has been resolved.
    Version 6.4.3 - July 2026 (Yokohama)
    • This release brings Customer Discovery Healthboard data directly into Engagements, lays the data foundation for the Engagement AI Agent, and tightens security and access control across the app:
      • Customer Discovery integration — Business Challenges, Business Needs, Business Expectations, and Customer Use Cases from Customer Discovery Healthboard are now visible within Engagements via a new Customer Use Cases related list, with owner, complexity, and product capability context surfaced alongside each engagement. Existing CSM roles automatically inherit the corresponding Discovery Viewer and Writer permissions — no manual role reassignment required.
      • Engagement AI Agent — The data access layer for the Engagement AI Agent is now in place, exposing sold products, contract links, and segment configuration as context inputs to the agent runtime. The integration is plugin-gated and has no impact on deployments that do not activate the Customer Success AI Agent plugin.
      • Access control hardening — An ACL bypass in the Leadership Adoption data broker has been closed so that the Adoption tab's visualization data is restricted to CSM roles. Field-level query range for the Customer Success Viewer role is now tightened on Touchpoint, Success Initiative, and Success Case to exclude internal-only fields such as work notes.
      • Security compatibility — Related list candidate filtering now uses GlideRecordSecure. Performance — A query-layer regression that slowed Touchpoint, Success Case, Risk Signal, Success Task, and Contract list pages under high data volumes has been resolved.
    Version 6.3.2 - June 2026 (Australia)
    • This release delivers a unified Touchpoint data model, AI Web Agent enablement for customer experimentation, accessibility upgrades, and a set of productivity enhancements that help Customer Success Managers work faster and more proactively.
      • General CSM improvements — Auto-initiation of Success Initiatives, outcome templates enriched with metric data, AI-driven search, internal-only touchpoints, and play sequencing.
      • Unified Touchpoint data model — Touchpoint tables migrated to the new CRM Touchpoint for a unified, scalable, CRM-aligned data architecture.
      • AI Web Agents enabled for customer experimentation — Customers can now experiment with prompt-driven and show-me-once agent models on their own CSM workflows.
      • Accessibility — WCAG 2.2 AA + 400% zoom/reflow support — CSM now meets the accessibility bar for this release.
    Version 6.2.2 - June 2026 (Zurich)
    • This release delivers a unified Touchpoint data model, AI Web Agent enablement for customer experimentation, accessibility upgrades, and a set of productivity enhancements that help Customer Success Managers work faster and more proactively.
      • General CSM improvements — Auto-initiation of Success Initiatives, outcome templates enriched with metric data, AI-driven search, internal-only touchpoints, and play sequencing.
      • Unified Touchpoint data model — Touchpoint tables migrated to the new CRM Touchpoint for a unified, scalable, CRM-aligned data architecture.
      • AI Web Agents enabled for customer experimentation — Customers can now experiment with prompt-driven and show-me-once agent models on their own CSM workflows.
      • Accessibility — WCAG 2.2 AA + 400% zoom/reflow support — CSM now meets the accessibility bar for this release.
    Version 6.1.2 - June 2026
    • This release delivers a unified Touchpoint data model, AI Web Agent enablement for customer experimentation, accessibility upgrades, and a set of productivity enhancements that help Customer Success Managers work faster and more proactively.
      • General CSM improvements — Auto-initiation of Success Initiatives, outcome templates enriched with metric data, AI-driven search, internal-only touchpoints, and play sequencing.
      • Unified Touchpoint data model — Touchpoint tables migrated to the new CRM Touchpoint for a unified, scalable, CRM-aligned data architecture.
      • AI Web Agents enabled for customer experimentation — Customers can now experiment with prompt-driven and show-me-once agent models on their own CSM workflows.
      • Accessibility — WCAG 2.2 AA + 400% zoom/reflow support — CSM now meets the accessibility bar for this release.
    Version 6.3.0 - April 2026 (Australia)
    For this release, we are not shipping any new functionalities.
    Version 6.2.0 - April 2026 (Zurich)
    For this release, we are not shipping any new functionalities.
    Version 6.1.0 - April 2026 (Yokohama)
    For this release, we are not shipping any new functionalities.
    Version 5.11.1 - March 2026 (Australia)
    • We are releasing the following features in this release:
      • Success Initiatives Automation & CSM Workflow Enhancements
      • Native Meetings Management
      • Touchpoint | M2M Association Framework & Source Linking Enablement
      • Enhanced Success Outcome Templates with Metric Integration – Pre-configured metrics auto-populate on outcome creation
      • AI-Powered Search – Contextual keyword search across 13 CSM tables via right sidebar
      • Internal Touchpoint Management – Restrict touchpoints to internal users only
      • Success Report Navigation Enhancement – Moved to top-level menu for faster access
      • Approval Workflow for Success Objective Template – Supports approval requests, state updates, and cancellations
    Version 5.10.7 - March 2026 (Zurich)
    • We are releasing the following features in this release:
      • Success Initiatives Automation & CSM Workflow Enhancements
      • Native Meetings Management
      • Touchpoint | M2M Association Framework & Source Linking Enablement
      • Enhanced Success Outcome Templates with Metric Integration – Pre-configured metrics auto-populate on outcome creation
      • AI-Powered Search – Contextual keyword search across 13 CSM tables via right sidebar
      • Internal Touchpoint Management – Restrict touchpoints to internal users only
      • Success Report Navigation Enhancement – Moved to top-level menu for faster access
      • Approval Workflow for Success Objective Template – Supports approval requests, state updates, and cancellations
    Version 5.9.1 - March 2026 (Yokohama)
    • We are releasing the following features in this release:
      • Success Initiatives Automation & CSM Workflow Enhancements
      • Native Meetings Management
      • Touchpoint | M2M Association Framework & Source Linking Enablement
      • Enhanced Success Outcome Templates with Metric Integration – Pre-configured metrics auto-populate on outcome creation
      • AI-Powered Search – Contextual keyword search across 13 CSM tables via right sidebar
      • Internal Touchpoint Management – Restrict touchpoints to internal users only
      • Success Report Navigation Enhancement – Moved to top-level menu for faster access
      • Approval Workflow for Success Objective Template – Supports approval requests, state updates, and cancellations
    Version 5.7.6 - December 2025 (Zurich)
    • The following is the list of features that we are shipping in the December Z Release:
      • Moving the Health metric from PA to DCE
      • Risk timeline visualisation
        • Addition of a new M2M table -> Risk Impacted records
        • Extending support of Risk signal and issues, touchpoints to the Onboarding case
      • Taking up the data workflow fabric in DCE
      • Security Directives
        • Granular Admin Roles Enablement – Reducing Risk by Decomposing the "admin" Role
        • Enforcing Dot walk Cross-Scope Access Checks on Restricted Tables – Australia Release
        • Remediate Read-Only Fields per Australia Security Directive
    Version 5.6.6 - December 2025 (Yokohama)
    • The following is the list of features that we are shipping in the December Z Release:
      • Moving the Health metric from PA to DCE
      • Risk timeline visualisation
        • Addition of a new M2M table -> Risk Impacted records
        • Extending support of Risk signal and issues, touchpoints to the Onboarding case
      • Taking up the data workflow fabric in DCE
      • Security Directives
        • Granular Admin Roles Enablement – Reducing Risk by Decomposing the "admin" Role
        • Enforcing Dot walk Cross-Scope Access Checks on Restricted Tables – Australia Release
        • Remediate Read-Only Fields per Australia Security Directive
    Version 5.5.6 - December 2025 (Xanadu)
    • The following is the list of features that we are shipping in the December Z Release:
      • Moving the Health metric from PA to DCE
      • Risk timeline visualisation
        • Addition of a new M2M table -> Risk Impacted records
        • Extending support of Risk signal and issues, touchpoints to the Onboarding case
      • Taking up the data workflow fabric in DCE
      • Security Directives
        • Granular Admin Roles Enablement – Reducing Risk by Decomposing the "admin" Role
        • Enforcing Dot walk Cross-Scope Access Checks on Restricted Tables – Australia Release
        • Remediate Read-Only Fields per Australia Security Directive
    Version 5.3.10 - October 2025
    Fixed a defect on script logic used by the 'Success health monitor AI agent'.
    Version 5.3.8 - October 2025

    Fixed a defect on script logic used by the 'Success health monitor AI agent'.

    Version 5.3.6 - October 2025

    Fixed a defect on script logic used by the 'Success health monitor AI agent'.

    Version 5.3.4 - September 2025 (Zurich)
    • Chart label end date caused confusion about included dates in filter for product usage and product capability usage pages
    • Bar Chart width is inconsistent in 6 week health score between Yokohama and Zurich Instances
    Version 5.3.2 - September 2025 (Yokohama)
    • Chart label end date caused confusion about included dates in filter for product usage and product capability usage pages
    • Bar Chart width is inconsistent in 6 week health score between Yokohama and Zurich Instances
    Version 5.3.0 - September 2025 (Xanadu)
    • Chart label end date caused confusion about included dates in filter for product usage and product capability usage pages
    • Bar Chart width is inconsistent in 6 week health score between Yokohama and Zurich Instances
    Version 5.2.5 - August 2025
    • New:
      • Timeline views on the Engagement record in the Contextual Side-Panel
      • Engagement hierarchy view to see child engagements
      • Product Usage tab added to the Engagement page, along with dedicated Product Usage and Product Capability Usage pages
      • Addition of Calculated Metrics to support Product Usage in Data Context Engine
    Version 5.1.5 - August 2025 (Yokohama)
    • New:
      • Timeline views on the Engagement record in the Contextual Side-Panel
      • Engagement hierarchy view to see child engagements
      • Product Usage tab added to the Engagement page, along with dedicated Product Usage and Product Capability Usage pages
      • Addition of Calculated Metrics to support Product Usage in Data Context Engine
    Version 5.0.4 - August 2025 (Xanadu)
    The ServiceNow Customer Success Management application enables Technology, Media, and Telecom (TMT) providers to streamline, automate, and measure critical workflows across the entire enterprise customer journey from onboarding and adoption to renewals. By embedding workflow automation into customer success management, it helps providers improve customer experiences, accelerate time to value, and maximize return on investment. The solution also fosters seamless collaboration among account, sales, and delivery teams, all within the unified ServiceNow platform