Combined Data management for CSM release notes for upgrades from Vancouver to Washington DC

How to use this page

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

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 Data management for CSM to Washington DC

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


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

New features

Between your current release family and Washington DC, new features were introduced for Data management for CSM.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Product instance identifier Connect new and existing products and services with the related assets and configurations by using the product instance identifier. Link the install base items to an asset class, configuration item class, and product model class by using the Model Category field. Synchronization of life-cycle states between the asset and install base Synchronize the State field across both the asset class and install base class to maintain the consistency of states between both entities. The synchronization of the State fields depends on the states that you select in the life-cycle fields. Comply with the Common Service Data model framework by establishing a link between the existing State field and the new life-cycle fields on the install base form. Data model for Sold products and Install base Create an install base item by using the Specification field on the install Base form during order fulfillment. Support life-cycle management workflows for sold products by using the fields that are added to the Sold products table. Sales and Order Management workflows Configure the metadata for the lead-to-cash entities by mapping the entities and configurations. Use the lead-to-cash operations like Create Instance, Delta, Effect, and Commit Instance to compose and build workflows for a seamless flow of information between entities. To learn more, see LeadtoCashCore - Scoped. Customer Life Cycle Management Workflows Manage the life cycle of your sold products by activating the Customer Life Cycle Management workflows (com.snc.customer_lifecycle_mgmt_workflows) store application. Update the existing products and services by triggering the sold product to order and the order to sold product flows. You use the Modify, Suspend, Resume, and Disconnect actions on the sold product related list on the accounts page to trigger this flow. Change the current configuration of the sold product on the Configurator UI by performing the Modify action. Make a definite or indefinite suspension of a sold product by using the Suspend action. Restart the services of a disconnected or suspended sold product by using the Resume action. Make the sold product inactive by disconnecting a sold product and its full hierarchy. [Placeholder link text to key lead-to-cash-workflows] Use metadata configurations to transform data and define structures and workflows like Leads, Opportunities, Orders, Install base items, Sold products and more. Unified User-Employee as a Consumer Create a single, unified profile that supports both the internal and external personas from login through all interactions across the Customer Service Management product. Business Location 360 Enable agents to accurately resolve reported business location issues by using the business location 360 template. Your agents can add data sources, display extra information, and represent entities, such as stores, government agencies, healthcare organizations, automotive dealerships, or departments, for enhanced contextual insights. Omni-channel support for the business location staff Enable your business location staff to interact and record all support interactions with each business location through omni-channel capabilities, including Virtual Agent, chat, and messaging applications.

Changes

Between your current release family and Washington DC, some changes were made to existing Data management for CSM features.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Transfer related party configurations to sys_metadata Transfer the Related Party Configuration [sn_customerservice_related_party_configuration] table to the Application File [sys_metadata] table across customer instances by using the update sets. Associate an existing user to a consumer record Starting with the Washington DC release, only administrators can associate a user with the consumer record. Create users through the User lookup list on the Consumer form Starting with the Washington DC release, you can create sys_users directly from the User lookup list on the consumer form. This functionality applies to both internal (snc_internal) and external (snc_external) users. Integrate the Service Model Foundation with request management Monitor the case progress as a business location staff member directly from the Business Location Service Portal (BLSP) after you submit a catalog request. Support case creation for an external business location (EBL) staff Enable your internal business location (IBL) and external business location (EBL) staff to track issues. Your staff can track cases on behalf of a business location against sold products that are deployed at a business location or against installed base items that are deployed at a business location. Sales and Order Management core Use the enhanced entity configuration types to support covered products along with other context types like transaction headers, lines, charactersitics, and pricing adjustments. Support the multi-instance selection for different sales and order management workflows. For example, select multiple sold products to perform the Move, Add, Change functions. [Placeholder link text to key customer-life-cycle-management-workflows] Create a quote with the Modify action by updating the characteristics of an existing sold product, by adding new products or disconnecting existing products.

Removed

Between your current release family and Washington DC, some Data management for CSM features or functionality were removed.


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

Deprecations

Between your current release family and Washington DC, some Data management for CSM features or functionality were deprecated.


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

Activation information

Review information on how to activate Data management for CSM.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Customer Service Management is a ServiceNow AI Platform feature that is available with activation of the Customer Service Management plugin (com.sn_customerservice). For details, see Activate Customer Service Management. Additional Customer Service Management features are available with the activation of other plugins. For details, see Additional plugins for Customer Service Management. Sales and Order Management is a Order Management feature that is available with the activation of the Lead to Cash Core plugin (com.snd.l2c.core).

Additional requirements

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


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

Browser requirements

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


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Starting with the Washington DC release, ServiceNow® Data Management doesn't support mobile devices and Internet Explorer. For more information, see Browser support.

Accessibility information

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


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

Localization information

If there are specific localization considerations for Data management for CSM we have noted them here.


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

Highlight information

If there are specific highlight considerations for Data management for CSM we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Support workflows with the enhanced data model changes in the sold product table. Use contracts and entitlements that are also modeled as sold products and are part of the hierarchy so that you can have complete information about the sold product and its services. Identify and track the new and existing install base items by using the product instance identifier. Unify a user's identity personas so that you don't need to create and manage multiple user accounts for a single user. With this feature, you can seamlessly provision business-to-consumer (B2C) services. Get a comprehensive, 360-degree view of the business location issues so that your agents get the required contextual data to effectively resolve the reported issues. See Data management for Customer Service Management for more information.