Combined Customer Service Management (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 Customer Service Management (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 Customer Service Management (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	Following an upgrade to the Vancouver release, you may need to retrain and redeploy Task Intelligence for Customer Service categorization and sentiment models. For more information, see Steps to complete after upgrading to Vancouver in the Task Intelligence for Customer Service documentation.
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 Customer Service Management (CSM).


Release	Release notes
Vancouver	Service definition enhancements for case tasks Use service definitions to connect your products, services, and case types and to extend service definitions to case tasks. Agents can create case tasks by selecting from a list of product models, sold products, and install base items associated with a contact and then selecting from a list of available task types. CSM Configurable Workspace dashboard landing pages Enable customer service agents and managers to view, customize, and share dashboards through landing pages. Switch between available dashboards, modify dashboard lists and metrics to track important information, and share dashboards with other users and across teams. Using Configurable Portal widgets Reduce implementation and maintenance efforts through a unified library of reusable and configurable widgets that enable you to build home page banners, footers, data lists, simple quick links, frequently asked question lists (FAQs), and more. Associating locations to consumer profiles Support multiple consumer profiles and associated multiple addresses for a consumer through industries like Financial Services Operations, Healthcare and Life Sciences, and Public Sector Digital Services Core, to enable many-to-many relationships between consumer profiles and locations. Configure access through the responsibility access configuration Reduce the need for scripting by using the declarative responsibility framework to provide administrators with an option to create and update responsibility definitions and configure their access configurations. Install base work plans Admins can integrate, setup, and run work plans from an install base item on the ServiceNow instance and agents can do the same from the workspace. The maintenance view of the install base item provides details of all the work plans associated with an install base. Reference to Install Base on Customer Service case form Enable customer service agents, admins, and managers to create a case against a specific install base item or a new install base item and associate it with an onboarding case. Install Base Attributes and Configuration Options Keep track of the service requirements for an install base item by viewing its attributes. Sync an Asset class and Install base class on the model categories form Automate install base creation by synchronizing an Asset class and Install base class, which enables customers to create an install base directly based on the product model. Setting up products and available services at a business location Improve agent efficiency and reduce the overall time to resolution by enabling location agents to perform the following actions: Associate service definitions to a business location. View the list of services that a business location offers to service organization staff. Enable service organization staff to report and resolve cases for available services at a business location. Tracking the customers serviced by a business location Support multi-level customer relationships for a business location to: Associate consumers, accounts, and households to a business location. Enable service organization (SO) members to create or resolve cases on behalf of the business location customers. 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. New resource generator of type AI search in Recommended Actions Generate proactive recommendations based on contextual search from multiple search sources by using the resource generator of type AI search. AI search tab in Recommended Actions Enable agents to access federated search results powered by AI within Recommended Actions component. AI search performs search across all entities and returns one federated list. The AI search results are: Contextual to the case Actionable and customizable cards Process pages enhancements for Customer Service Management playbooks Process page templates support case summarization card on the left panel and show different information based on the case status. The case summarization component is available only when the Now assist and UXC Generative AI plug-ins are installed. Process pages support the "Email" tab in the Activity Stream to compose new messages. The email template feature is supported on Process Page templates and variants in the contextual side panel as a tab. The email template allows agents to use the email client templates to populate to, cc, bcc, subject, and body to compose and send emails. Approval request activity supports customization of the start and end states of the approval flow as fields. The administrator can configure the start and end states of a case, and the playbook using this activity can send the appropriate states.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Changes

Between your current release family and Xanadu, some changes were made to existing Customer Service Management (CSM) features.


Release	Release notes
Vancouver	Unified Install Base Management experience Use the enhanced install base data model to create a unified install base management model. Support a uniform list layout view across all portals, and view detailed information related to install base records in the Install base menu in the support header of the Consumer Service portal. Provide authorized contributors with additional roles to access, read, and update cases and all Affected Install Base items. Define multiple combinations of household member relationships for an install base item. Enable agents to create cases linked to an install base item for partner contacts who have access to an install base either through primary access or through related parties. Configure email notifications for unread chat messages Send an email notification to both authenticated and unauthenticated users who have been inactive for a certain time period. You can also send notifications to verified users who haven't read new messages for a specified duration. AI Search Assist for authenticated external users Add AI search capability for guest users to be able to search knowledge articles in the customer portal. Improvements to the process page template for Customer Service Management playbooks Note the following improvements to the process page template for Customer Service Management playbooks: Full-width view of the activity viewer on the standalone playbook component on the Customer Service Management record page. Improved editing experience for case details from the process pages. Responsive modular playbook components with a collapsible left panel. Support for the Service Definition field in the case form layouts. Improvements to the process page variants for Customer Service Management playbooks Note the following improvements to the process page variants for Customer Service Management playbooks: Ability to add optional activities and edit case details in playbooks. Support for record generator in product support playbook to guide users through the record creation process. 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.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Removed

Between your current release family and Xanadu, some Customer Service Management (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 Customer Service Management (CSM) features or functionality were deprecated.


Release	Release notes
Vancouver	The following features and plugins are being prepared for future deprecation. They’ll be hidden and no longer available for activation but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base: CSM Agent Workspace The Product Model and Catalog Items Relationship (com.snc.product_catalog_relationship) plugin. For more information, see Product Model and Catalog Items Relationship plugin deprecation.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Activation information

Review information on how to activate Customer Service Management (CSM).


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

Additional requirements

If any additional requirements were introduced or changed for Customer Service Management (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 Customer Service Management (CSM) we have noted them here.


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

Accessibility information

Review details on accessibility information for Customer Service Management (CSM), such as specific requirements or compliance levels.


Release	Release notes
Vancouver	Improved visual representation of additional actions on a Candidates screen When working on the Major issue management on the Candidates screen, the inactive state of the OK button on the Reject Reason modal is now announced by the screen reader. Support for truncation The following Next Experience Components were updated to show the truncated text for non-interactive elements when the “Enable keyboard focus on truncated text” accessibility user preference is turned on. This enhancement supports sighted users who rely solely on a keyboard to use the ServiceNow platform. For more information, see Configure Next Experience accessibility preferences. sn-component-workspace-sla sn-component-workspace-customer360 sn-account-hierarchy sn-guided-decisions-playbook-card sn-customer-activity sn-community-blog-detail sn-community-qa-detail Forced colors The following Next Experience Components were updated to support the use of Forced Colors, a mechanism that is most commonly activated through an operating system setting for Forced Colors/High Contrast Themes. This enhancement enables users to customize the colors of their user interface and web content to meet their individual visual needs. For example, users with low vision might enable Forced Colors to help them successfully view the user interface. sn-component-special-handling-notes sn-component-workspace-customer360 sn-component-workspace-sla sn-component-workspace-timeline sn-customer-activity Invisible controls sn-customer-activity sn-customer-activity Accessibility improvements for Next Experience Components sn-component-workspace-shn: The system presents the content in the special handling notes pop-up window as an unordered list. The screen reader announces the list and the number of items in the list. sn-customer-activity: The system presents the content in the Customer Activity tab as an unordered list. The screen reader announces the list of activities for each date and the number of activities in the list. Support for reflow 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
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Localization information

If there are specific localization considerations for Customer Service Management (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 Customer Service Management (CSM) we have noted them here.


Release	Release notes
Vancouver	Access and track Field Service Management (FSM) planned maintenance and work orders from CSM Configurable Workspace for a comprehensive view of the install base details and maintenance plans. Associate products and services with a service organization to enable members to create and resolve cases related to offerings. Associate consumers, accounts, and households with a service organization to enable members to create and resolve cases on behalf of associated customers. Reduce implementation and maintenance efforts by accessing a centralized library of configurable portal widgets. Enable agents to configure and customize their own metrics using dashboard landing pages in CSM Configurable Workspace. See Exploring Customer Service Management for more information.
Washington DC	No updates for this release.
Xanadu	No updates for this release.