Combined Agent experience for CSM release notes for upgrades from Washington DC to Xanadu

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Agent experience for CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Washington DC to Xanadu.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Agent experience for CSM to Xanadu

Before you upgrade to Xanadu, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

New features

Between your current release family and Xanadu, new features were introduced for Agent experience for CSM.


Release	Release notes
Washington DC	Front-line case page Provide front-line agents with a record page that focuses on essential functionality. With the simplified case view, agents can quickly gather context, categorize cases, and provide prompt responses to customers. Modeless dialogs for Activity Compose and Email Compose Create comments, work notes, and email messages for cases using modeless dialogs in CSM Configurable Workspace. These moveable windows enable agents to see case context while drafting text.
Xanadu	Quick start tests for Customer Service Management After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.

Changes

Between your current release family and Xanadu, some changes were made to existing Agent experience for CSM features.


Release	Release notes
Washington DC	CSM Configurable Workspace record pages The following record pages are the default pages for new customers: CSM default record page CSM Interaction record page The following record pages remain the default record pages for upgrade customers: Record default Interaction record page Dynamic Related Records for Configurable Workspace Starting with the Washington DC release, the Dynamic Related Records for the Configurable Workspace plugin (com.snc.uib.sn_dyn_rel_rec) has moved to the ServiceNow Store. Any new enhancements to the dynamic related records feature are delivered through this store app. Keyboard shortcuts Use keyboard shortcuts to reduce the time required to complete various tasks. For more information, see the Accessibility information section that follows. Reflow for Configurable Workspace CSM Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For more information, see the Accessibility information section that follows.
Xanadu	Email enhancements The Compose Email modeless dialog includes the following enhancements: A collapsible header that includes the To, Cc, Bcc, and Subject fields. Icons in the footer that enable you to discard the current email draft, apply a template, view a list of recent email drafts, and add attachments. Compose Email modeless dialog that you can open to see the last saved email draft.

Removed

Between your current release family and Xanadu, some Agent experience for CSM features or functionality were removed.


Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Deprecations

Between your current release family and Xanadu, some Agent experience for CSM features or functionality were deprecated.


Release	Release notes
Washington DC	CSM Agent Workspace is now deprecated and no longer supported or available for new activation. CSM Configurable Workspace provides the latest experience for this functionality. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
Xanadu	Starting with the Xanadu release, CSM Agent Workspace is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base. CSM Configurable Workspace provides the latest experience for this functionality.

Activation information

Review information on how to activate Agent experience for CSM.


Release	Release notes
Washington DC	Install CSM Configurable Workspace by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Xanadu	Install CSM Configurable Workspace by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Additional requirements

If any additional requirements were introduced or changed for Agent experience for CSM we have noted them here.


Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Agent experience for CSM we have noted them here.


Release	Release notes
Washington DC	ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.
Xanadu	ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.

Accessibility information

Review details on accessibility information for Agent experience for CSM, such as specific requirements or compliance levels.


Release	Release notes
Washington DC	Accessibility improvements Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance. Reflow The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%. This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details. Keyboard shortcuts Forty keyboard shortcuts are now available to help you navigate across configurable workspace pages faster and more effectively without a mouse. Shortcuts are contextual to the page that you're on and to the operating system that you're using. View the keyboard shortcuts that are available to you on a particular page through the keyboard shortcut modal. You can open the modal by selecting Keyboard shortcuts from the Next Experience User Preferences menu, or by using a keyboard shortcut (Control + / for Windows or Command + / for macOS). This enhancement helps non-mouse and keyboard-only users or users with mobility issues and cognitive impairments to reduce the time required to complete various tasks. Previously, a limited number of keyboard shortcuts were available when the Enable special keyboard shortcuts Next Experience user preference was turned on. Those shortcuts are included in the new keyboard shortcut framework and are accessible via the new modal. See Configure Next Experience accessibility preferences for additional information. Keyboard shortcuts for creating comments, work notes, and emails Use keyboard shortcuts to create comments, work notes, and emails when using the Front-line case page in CSM Configurable Workspace.
Xanadu	The following templates were updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Case playbook: horizontal stages template Case playbook: vertical stages template This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.

Localization information

If there are specific localization considerations for Agent experience for CSM we have noted them here.


Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Highlight information

If there are specific highlight considerations for Agent experience for CSM we have noted them here.


Release	Release notes
Washington DC	Simplify your CSM Configurable Workspace configuration by using record pages that leverage logic such as presets, controllers, and extension points. Perform common actions in the user interface using keyboard shortcuts. Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance. See Agent experience for more information.
Xanadu	Expand and collapse the header in the Compose Email modeless dialog to edit address fields or increase your working space in the email body. Use icons to quickly access email tools such as applying a template or adding an attachment. Open the Compose Email modeless dialog with the last saved email draft. See CSM Configurable Workspace for more information.