Combined Data 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 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 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 Data 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	No updates for this release.

New features

Between your current release family and Xanadu, 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.
Xanadu	Unified user - employee as a consumer Update the additional features and workflows, such as the case types Order Management, and Field Service Management integration, to support the unified consumer (sn_customerservice.unified_consumer) role. Inter-organization support Enable your agents to get visibility into the business locations that they support so that they can resolve issues efficiently. You can provide the agents that are assigned to the fulfilling service organization with access to the cases, install base items, sold products, and member details of all the requesting service organizations that they’re assisting. External business location as a fulfiller Enable external business locations such as partners, external agencies, and franchises to fulfill customer cases with store-related issues. Associating assignment groups with a business location Associate groups with an internal or external business location through a one-to-many (1:M) relationship, which means that one or more assignment groups can be associated with a business location. Install Base hierarchy visualization View the entire hierarchy of an install base item by using the Install Base hierarchy tab on the CSM Configurable Workspace. You can expand the multiple nodes of the hierarchy and create cases for the install base item.

Changes

Between your current release family and Xanadu, 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.
Xanadu	Unparenting service organizations from a company Enhanced the adoption of the service organization model to accommodate the various industry verticals, such as Healthcare and Life Sciences Service Management, Public Sector Digital Services, and Financial Services Operations, by unparenting the service organizations from the company table. Field Service Management integration with Service Model Foundation Enabled your location staff to track the work orders for their business locations by using the business location service portal (BLSP). Data model for sold products You can now view the Provider Service Organization information that has sold a product or service to the customer on the Sold Product form. You can now use the Product Location and Product Specification fields on the Sold Product table (sn_install_base_sold_product) to capture information about the location of the sold product and the sold product that is associated with an offer. Product Instance directive for Install Base Management Synchronized the changes between the asset and corresponding install base hierarchy with the extended product instance hierarchy. Customer Life Cycle Management Workflows You can now select multiple sold products at the same time to trigger the Suspend, Resume, and Disconnect flows to update the existing root sold products and their services. Compose Sales and Order Management workflows You can now use the sales and order management API to support use cases for order reconfiguration. To learn more about reconfiguration, see LeadtoCashCore - Scoped. [Placeholder link text to key update_product_inventory_configurations] Perform Modify, Suspend, Resume, and Disconnect actions on product inventory records from the Product Inventories related list. Note: The Product Inventories related list is available only from the Yokohama release. If you're using the Washington or Xanadu versions, you can manually add the related list. To retain both the Product Inventory and Sold product related lists, filter out the product inventory records from the sold product list. Use the product inventories related list to perform the MACD actions. Sales and Order Management Request tracker Monitor the status of sales and order management workflows and enable agents to track the status of synchronous and asynchronous flows. Use the enhances inbound Queue to view detailed request information for the sales and order management workflows and improve user experience.

Removed

Between your current release family and Xanadu, 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.
Xanadu	No updates for this release.

Deprecations

Between your current release family and Xanadu, 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.
Xanadu	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).
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. Sales and Order Management is a ServiceNow AI Platform feature that is available with the activation of the Lead to Cash Core plugin (com.snd.l2c.core). For details, see Exploring Sales and Order Management.

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.
Xanadu	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.
Xanadu	Starting with the Xanadu 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.
Xanadu	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.
Xanadu	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.
Xanadu	Enable your agents to get visibility into the business locations that they support by using the inter-organization support functionality. Enhance the adoption of the service organization data model by unparenting service organizations from the company table. Use the Provider Service Organization information of a sold product to enable agents to create cases. See Data management for Customer Service Management for more information.