Data Management for CSM release notes

The 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.

Data Management highlights for the Zurich release

• Simplify your experience in viewing and applying protections to sensitive data by identifying, categorizing, and securing sensitive customer relationship management (CRM) data.
• Streamline access management through an enhanced UI-based configuration, using the declarative framework enhancements in Customer Access Management (CAM).
• Integrate Service Model Foundation with Order Management and Quote Management to enable enterprises to track orders and quotes that are generated by channel partners.
• Add pricing fields based on sales agreements to capture base prices for sold products and verify consistent pricing.
• Improve traceability with serial numbers on Install Base items and direct links to model categories for industry-specific configurations.
• Enable partial sync using allowedContextTypes to sync specific sections with preserved structure and recursive filtering, and deliver clear, actionable error messages with consistent API responses.

See Data management for Customer Service Management feature for more information.

Important:

Business Location and Install Base Management are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

New in the Zurich release

Naming customer relationship records for Consumer team member relationship tables and Household team member relationship tables

Use the Type field through related party configurations to name records in the consumer team member and household team member relationship tables. This functionality enables you to label relationships based on the purpose of the association and relevant industry use cases.

Migrating legacy workflow to low code

Added an Escalation Approval Flow field to the Escalation Template [sn_customerservice_escalation_template] table where existing customers can continue using their current escalation workflows or migrate to the new flows, depending on their customizations.

As part of this update:

• The legacy Escalation-Approval workflow has been migrated to the low-code flow designer.
• The Escalation Master–Approval workflow has been converted into a business rule.

Account address enhancements

Enable contacts to access the account addresses that permit contacts to view both account-address records and the associated location information for accounts they’re authorized to access.

Using CSM Data Classification application

Use the new CSM Data Classification (com.snc.csm_data_privacy) Store app that delivers base system classifications for CRM data, categorizing it as internal, personally identifiable information (PII), confidential, and more. The solution uses the ServiceNow AI Platform data privacy capabilities, such as data classification, to apply protection measures and enhance data security.

Support indirect sales through Business Locations with Order Management for business location, Quote Management for business location.

Use the Sales Customer Relationship Management capabilities for both internal and external business organizations to enable Order Management, and Quote Management systems for business locations. Support channel sales and indirect sales by enabling business location staff to collaborate with an enterprise in managing customer orders, quotes, and performing the following actions:

• Permit enterprise sales agents to associate business locations as channel partners to create and fulfill customer orders and quotes.
• Enable self-service order tracking for internal and external business location staff through the Business Location Service Portal to track and manage customer orders.
• Support the tracking of multiple business locations for a single order or quote, either at the order line item level, order related party, quote line item level, or the quote related party.
• Improve the indirect sales cycle efficiency by converting approved channel quotes into customer orders.

Support indirect sales through Business Locations with Opportunity Management for business location.

Use the Sales Customer Relationship Management capabilities with both internal and external business organizations using Opportunity Management for business locations. Support channel sales by enabling business location staff to create and modify business opportunities and to track end-to-end life cycle of opportunities.

ServiceNow CPQ integration with MACD workflows

Introduced new data model changes to enable ServiceNow CPQ configurator usage for MACD workflows.

Sales and Service API Core and Lead to Cash Core

Granular admin roles introduced in Lead to Cash Core and Sales and Service API core.

Explore partial sync

Synchronize only specific sections of your data structure using the new partial sync capability in the create instance flow. This enhancement introduces the allowedContextTypes parameter, which enables you to specify exactly which types should be processed during synchronization operations. This leads to the following benefits:

• Improved performance: Reduction in processing time for targeted updates.
• Reduced resource consumption: Lower database queries, memory usage, and network bandwidth.
• Faster response times: Users experience quicker synchronization operations.

Granular roles in Install Base Management

Added new granular roles with the sn_install_base.install_base_admin admin role, which is installed with Customer Service Install Base Management [com.snc.install_base] plugin.

• sn_install_base.install_base_read
• sn_install_base.install_base_write
• sn_install_base.install_base_create
• sn_install_base.install_base_delete
• sn_customerservice.customer_data_viewer
• sn_customerservice.case.viewer

These roles provide you with more control over administrative tasks like read, write, create, delete, data view, and case view related to install base and sold product related entities.

Billing account store application

Install the new CSM Billing Account Core store application, which introduces a foundational data model and hierarchy for managing billing accounts. It enables you to define billing relationships, establish account hierarchies, and track financial responsibility across your organization.

Sold product form

The following enhancements are added for the Sold Product in this release:

• Billing Account: Enables direct reference to the associated Billing Account on the Sold Product entity within ServiceNow® CRM allowing agents to access financial information instantly during service delivery. This provides visibility into payment terms and conditions linked to the product, builds customer trust through transparent and predictable billing, and supports accurate revenue recognition for businesses.
• Start and end Dates: Provides full lifecycle state‑transition support (In preparation, Active, Expired, Cancelled) with automated date‑driven updates.

UI changes

Coral theme

Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.

Changed in this release

Enhancements to the declarative responsibility framework

Introduced several key improvements to enhance the flexibility and usability of the declarative responsibility framework:

• Enabled responsibility access configurations to support more granular access control.
• Updated the data model by adding new fields and renaming select field labels for improved clarity.
• Refreshed associated forms and lists to reflect the latest framework updates.

Updated account manager responsibility access configuration

Enhanced access configurations for account manager responsibilities by creating a unified entity that defines access based on record and role for more consistent and streamlined access control.

Managing account addresses

Manage account addresses by associating locations with accounts where the Update access is granted to confirm tracking of address information and support account management.

Updating location records associated with account

Restricts users from updating a shared location record unless they have the Update access to all associated accounts, confirming location details can only be modified with the necessary permissions across every linked account.

Delta price enhancements

The following are enhancements added in Delta pricing:

• Added pricing fields that reference sales agreements and captures base prices on sold products to verify consistent pricing during modifications, such as quantity changes or attribute updates. New fields are added to enhance the traceability for subscription-based products.
• Added columns to the Sold Product base table. Use the Split from and Split from root to track lineage during upsells, downsells, and expiration date changes ensuring accurate order management, compliance, and analytics.

Install base data model enhancements

Improve traceability and product life cycle management with the Install Base Identifier field on the install base form. Base install base items are mapped directly to model categories to support industry-specific product configurations.

Added Provider Service Org field on the install base form to support tracking, recall workflows, and post-sale engagement with dealers and partners.

Access control improvements

Provide hierarchical access to Install Base items for location managers and staff to manage assets sold by or associated with their service organizations.

Entity configuration and mapping

Gain precision in sales entity setup with three new columns in the Lead to Cash Entity Definition table: Filter Conditions, Enable Post Processing, and Post Processing Script. These columns enable targeted data filtering and post-processing logic execution.

Explore partial sync

Partial sync processes the data sections you specify instead of the entire structure, significantly improving performance and reducing resource consumption.

The partial sync enhancement includes improved error handling that provides clear, actionable error messages when mandatory fields are missing from synchronization requests.

Setting up products and available services at a business locationSupport for service-related capabilities in business locations

Enable service-related capabilities for business locations by activating the optional Customer Service Case Types (sn_csm_case_types) plugin.

Deprecations

The following legacy base system workflows have been deprecated:

• Escalation Master-Approval
• Escalation-Approval

Custom workflows remain supported, and you can continue to create them as needed. However, any new business requirements must be implemented using the new or updated flow-based framework rather than with the legacy workflows.

Activation information

CSM is a ServiceNow AI Platform application that is available with activation of the Customer Service Management plugin (com.sn_customerservice). For details, see Activate Customer Service Management.

Additional CSM features are available with the activation of other plugins. For details, see Additional plugins for Customer Service Management.

Sales Customer Relationship Management is a ServiceNow AI Platform feature that is available with the activation of the Lead to Cash Core plugin (com.snd.l2c.core). For details, see Exploring Sales Customer Relationship Management.

Starting in the Yokohama release, the following plugins are available on the ServiceNow Store for:

• Install Base Management (com.snc.install_base)
• Install base characteristics (com.snc.install_base_characteristics)
• Customer Service with Service Portfolio management (com.snc.csm_spm)

For details, see Configure Install base.

Starting from the Yokohama release, the Business Location plugin (com.snc.business_location) is available on the ServiceNow Store. For details, see Activate business locations.

Browser requirements

Starting with the Zurich release, data management for Customer Service Management doesn't support mobile devices and Internet Explorer. For more information, see Browser support.

Accessibility information

Dark theme

The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.

Related ServiceNow applications and features

Communities

From the Customer Service Portal and Consumer Service Portal, you can enable your customers to connect, engage, and collaborate by using the ServiceNow® Communities application. Customer Service agents can create cases from community discussion threads and resolve cases with the community content.

Field Service Management

Customer Service Management includes an integration with the ServiceNow® Field Service Management application. With this integration, your technicians, agents, consumers, and customers can perform the following tasks:

• Field service technicians can view customer account and contact information on work orders and work order tasks in the Field Service Management application.
• Customer service agents can create work orders from cases in the Customer Service Management application.
• Customers and consumers can view the case-related work orders from the Customer Service Portal and Consumer Service Portal.

Workforce Optimization for Customer Service

Manage and maintain the productivity of your workforce from a single application by using ServiceNow® Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.

Workspace

ServiceNow® Workspace is a graphical user interface that puts multiple tools on one page, including the tools that agents use to identify, research, and resolve issues. CSM Configurable Workspace and CSM Agent Workspace are customer service implementations that provide tier-1 agents with the tools that they use to respond to customers and to resolve cases.

Sales Customer Relationship Management

The Sales Customer Relationship Management applications enable you to manage the product sales and order fulfillment life cycles in your organization. It includes pre-sales opportunities, sales quote generation, order capture, order fulfillment, and post-sales engagement.