Combined Case management for CSM release notes for upgrades from Vancouver to Xanadu

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Case 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 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 Case management 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
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	The customer service manager role [sn_customerservice_manager] includes the approver user role [approver_user]. The approver user role replaces the approval admin role [approval_admin]. Users with the customer service manager role can approve the approval requests that are assigned to them.

New features

Between your current release family and Xanadu, new features were introduced for Case management for CSM.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Service definition categories Streamline how agents select services by creating categories for the provided services. From the case service selector and case task service selector, agents can select a category and then view and select from the available services within that category to create a case or case task. Customer activity view Display the streamlined and responsive Customer Activity component in the CSM Configurable Workspace. Enhancements include an updated date picker, customer activity time group headers and card layout, and new activity icons. Display the Generative AI-driven summaries for historical interactions instead of full transcripts. Technology Product Support Case application Enable technology companies to provide support for digital products and services. Features for this application include a case type, record page, playbook, and record producer. Technology Product Support case type Provides a case type dedicated to technology product support needs. The Technology Product Support case type includes the tables, roles, SLAs, and other processes needed to resolve technology issues. Technology product support record page Provides a simplified case view in CSM Configurable Workspace that enables agents to research and resolve technology cases. 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. Technology Product Support Case playbook Provides agents with step-by-step guidance for resolving technology cases. 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.
Xanadu	Playbooks Use updated playbook templates in UI Builder that incorporate generative AI feature parity and Agent Experience modernization features such as the modeless dialogs, activity stream, lookup cards, and related items. Order Operations Case Management Use the Order Operations Case Management application (com.sn_order_case) to create order cases that reference multiple line items, including orders and order lines. Agents can use these cases to process order-related services such as order changes, inquiries, and disputes. Case lines and workflows Use the Case lines and workflows application (com.sn_case_line) to reference multiple line items on a case record, including orders or order lines, invoices or invoices lines, contracts, and sold products. 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 Case management for CSM features.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	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 will be delivered via this store app. Case service selector enhancements Use a keyword search and category filters in the Product Service select version of the case service selector to search for available services. View the available services in a card view and easily browse multiple pages of services. Customer Contracts and Entitlements application Activating the Customer Contracts and Entitlements plugin adds the Contracts and Entitlements module to the application navigator in CSM Configurable Workspace and removes the New UI action from the Contracts related list on the Account and Consumer forms. Roles included with the Customer Service manager role The customer service manager role (sn_customerservice_manager) includes the approver_user role. This role replaces the approval_admin role. Users with the customer service manager role can approve the approval requests that are assigned to them.
Xanadu	Case type selector configuration Configure the Product Service select version of the case type selector to hide the product filter. Roles included with the customer service manager role The customer service manager role [sn_customerservice_manager] includes the approver user role [approver_user]. For upgrade customers, the approver user role replaces the approval admin role [approval_admin]. Users with the customer service manager role can approve the approval requests that are assigned to them. Process Mining Added different variants of the two enhanced types of base system opportunities that you can use on a project to identify and address common inefficiencies in customer operations: Rule-based finding definitions: Execute one or more finding rule chains in sequence according to the definitions. The records that match the logic of these specifications are classified as a match for improvement opportunities. Automated finding definitions: Show improvement opportunities by using the default patterns that are already available for selection.

Removed

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


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

Deprecations

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


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Starting with the Washington DC release, the Product Model and Catalog Items Relationship plugin is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base. For more information, see Product Model and Catalog Items Relationship plugin deprecation. 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 Case 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.
Xanadu	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.

Additional requirements

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


Release	Release notes
Vancouver	No updates for this release.
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 Case management for CSM we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
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 Case 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.
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

Localization information

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


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

Highlight information

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


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Streamline customer interactions by creating routing rules for all customer engagement channels, including voice, and automatically assigning work to the best available agent with the right skills, expertise, and capacity. Improve the customer experience with guided processes on the Customer and Consumer Service Portals that lead customers through the case lifecycle, from creation to completion. Optimize customer service delivery with a comprehensive view of business locations. Provide agents with the location context they need to create cases and resolve issues quickly and accurately. Support internal and external personas for the same user and eliminate the need to create and manage multiple user accounts for a single individual. Increase agent efficiency with an improved and flexible activity stream layout that optimizes screen real estate through collapsible panels and minimized scrolling. See Exploring Customer Service Management for more information.
Xanadu	Create pages and page variants that contain horizontal or vertical playbooks by using playbook templates. Use playbook record pages in CSM Configurable Workspace to guide users through the stages and activities of a playbook and resolve cases. Identify common inefficiencies in customer operations by using process mining definitions. See Case management for Customer Service Management for more information.