Consolidated page of all release notes for Intelligence for CSM from Vancouver to Washington DC.
How to use this page
To help you prepare for your upgrade, we have combined the cross-family Intelligence 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 Intelligence 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 Intelligence for CSM.
| Release |
Release notes |
Vancouver |
No updates for this release. |
Washington DC |
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Changes
Between your current release family and Washington DC, some changes were made to existing Intelligence for CSM features.
| Release |
Release notes |
Vancouver |
No updates for this release. |
Washington DC |
- Task Intelligence Admin Console enhancements
- Use the Task Intelligence Admin Console to perform the following tasks:
- View the model performance for the top three recommendations and decide between auto-fill or recommend mode as the prediction preference based on the data.
- View the model performance by field on the Admin Console dashboard.
- Filter out inactive choice predictions.
- Task intelligence model and UI enhancements
- The following enhancements have been made in Task intelligence:
- Introduced a new Now Assist system user for AI applications that captures AI changes in the card in the activity stream. This feature is also supported for Document Intelligence for Customer Service predictions.
- Added an "Updating" message in the banner to let users know that AI predictions are currently being processed.
- Guided Decisions enhancements
- Use Guided Decisions to perform the following tasks:
- Enable self-service for internal users by rendering decision trees in a Service Portal.
- Link existing decision trees as children to your current decision tree.
- Enable agents or customers to revisit or change the previous responses in the decision tree run-time experience.
- Control the appearance of the Dismiss button in the decision tree run-time experience.
- Added the following enhancements to the decision trees:
- Decision tree portal widgets that are available to external users
- Outputs to decision trees so users can embed decision trees inside other trees.
- Intermediate nodes to decision trees.
- Recommended Actions enhancements
- Define the number of records or values to return for the Task Intelligence Classification resource generator through the Top N Results feature.
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- User interface improvements so that agents can more easily replace Agent Assist with Recommended Actions. These improvements include a new Recommended Actions icon, configuration fields to support automatic search result experience, and the ability to filter on facets within a search
source entity.
- User interface improvements to the “Review and attach article” guidance.
- A full view search experience in a subtab.
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Removed
Between your current release family and Washington DC, some Intelligence 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 Intelligence 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 Intelligence for CSM.
| Release |
Release notes |
Vancouver |
No updates for this release. |
Washington DC |
Install the Guided Decisions, Recommended Actions, and Task Intelligence applications by requesting them 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.
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Additional requirements
If any additional requirements were introduced or changed for Intelligence 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 Intelligence for CSM we have noted them here.
| Release |
Release notes |
Vancouver |
No updates for this release. |
Washington DC |
No updates for this release. |
Accessibility information
Review details on accessibility information for Intelligence for CSM, such as specific requirements or compliance levels.
| Release |
Release notes |
Vancouver |
No updates for this release. |
Washington DC |
- Support for reflow
-
The following components 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.
Version 28.0.0 of Recommended Actions:
- sn-template-modal-worknotes
- sn-component-attach-article-guidance
- sn-next-best-action-list-connected
- sn-guidance-experience-list-connected
Version 25.1.0 of Guided Decisions:
- sn-guided-decision-card
- sn-guided-decision-playbook-card
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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.
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Localization information
If there are specific localization considerations for Intelligence 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 Intelligence for CSM we have noted them here.
| Release |
Release notes |
Vancouver |
No updates for this release. |
Washington DC |
- Increase efficiency and automation by using the document classifier feature to categorize incoming documents.
- View prediction performance during model training to determine your preference for either an auto-fill or recommendation as the prediction method.
- Render decision trees in a Service Portal for internal users.
- Reduce the effort in decision tree re-creation by reusing an activated child tree in the current decision tree.
See Intelligence for more information.
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