Customer Service Management release notes The ServiceNow® Customer Service Management application has new and updated applications and features in the Zurich release. Agent experience for CSM release notesThe ServiceNow® Agent experience for CSM provides customer service agents with the tools that they need to find, research, and resolve customer issues and questions. Agent experience for CSM was enhanced and updated in the Zurich release.Case management for CSM release notesThe ServiceNow® Case management for CSM application enables customer service organizations and support teams to collaborate on customer problems proactively to resolve issues. Case management for CSM was enhanced and updated in the Zurich release.Customer Contracts and Entitlements release notesThe ServiceNow® Customer Contracts and Entitlements application provides the foundation for storing and managing customer service contracts and entitlements. Customer Contracts and Entitlements was enhanced and updated in the Zurich release.Data Management for CSM release notesThe ServiceNow® Data Management for Customer Service Management (CSM) application enables you to organize and manage the data for both your internal users and external customers. Data Management for CSM was enhanced and updated in the Zurich release.Intelligence for CSM release notesThe ServiceNow® Intelligence for CSM applications enable customer service organizations and service operations to configure and implement Guided Decisions, Recommended Actions, and Task Intelligence features. The Intelligence for CSM applications were enhanced and updated in the Zurich release.Now Assist for Customer Service Management (CSM) release notesThe ServiceNow® Now Assist for CSM application brings generative AI to Customer Service Management (CSM). You can help improve productivity and efficiency by delivering enhanced self-service, recommended actions, and suggested answers. Now Assist for CSM was enhanced and updated in the Zurich release.Self-service and omnichannel engagement for CSM release notesWith self-service and omnichannel applications in the ServiceNow® Customer Service Management (CSM) application, your customers can use chat on self-service portals, consumer messaging apps, email, or phone to connect with your organization. Self-service and omnichannel applications for CSM were enhanced and updated in the Zurich release.Workforce Optimization for Customer Service CSM release notesThe ServiceNow® Workforce Optimization for Customer Service application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Workforce Optimization for Customer Service was enhanced and updated in the Zurich release.
Customer Service Management release notes The ServiceNow® Customer Service Management application has new and updated applications and features in the Zurich release. Agent experience for CSM release notesThe ServiceNow® Agent experience for CSM provides customer service agents with the tools that they need to find, research, and resolve customer issues and questions. Agent experience for CSM was enhanced and updated in the Zurich release.Case management for CSM release notesThe ServiceNow® Case management for CSM application enables customer service organizations and support teams to collaborate on customer problems proactively to resolve issues. Case management for CSM was enhanced and updated in the Zurich release.Customer Contracts and Entitlements release notesThe ServiceNow® Customer Contracts and Entitlements application provides the foundation for storing and managing customer service contracts and entitlements. Customer Contracts and Entitlements was enhanced and updated in the Zurich release.Data Management for CSM release notesThe ServiceNow® Data Management for Customer Service Management (CSM) application enables you to organize and manage the data for both your internal users and external customers. Data Management for CSM was enhanced and updated in the Zurich release.Intelligence for CSM release notesThe ServiceNow® Intelligence for CSM applications enable customer service organizations and service operations to configure and implement Guided Decisions, Recommended Actions, and Task Intelligence features. The Intelligence for CSM applications were enhanced and updated in the Zurich release.Now Assist for Customer Service Management (CSM) release notesThe ServiceNow® Now Assist for CSM application brings generative AI to Customer Service Management (CSM). You can help improve productivity and efficiency by delivering enhanced self-service, recommended actions, and suggested answers. Now Assist for CSM was enhanced and updated in the Zurich release.Self-service and omnichannel engagement for CSM release notesWith self-service and omnichannel applications in the ServiceNow® Customer Service Management (CSM) application, your customers can use chat on self-service portals, consumer messaging apps, email, or phone to connect with your organization. Self-service and omnichannel applications for CSM were enhanced and updated in the Zurich release.Workforce Optimization for Customer Service CSM release notesThe ServiceNow® Workforce Optimization for Customer Service application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Workforce Optimization for Customer Service was enhanced and updated in the Zurich release.