Combined Intelligence 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 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 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 Intelligence 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 Intelligence for CSM.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Task Intelligence for Customer Service - Document Classifier Quickly classify incoming documents as the appropriate document type by using the Document Classifier feature. Task Intelligence for Customer Service - Performance reporting Enhance the monitoring dashboard to display correct, incorrect, and skipped predictions by model and field, and compare models over a specified date range.
Xanadu	Recommended Actions - Task Intelligence similarity models integration Use similarity models that are integrated with the Task Intelligence (TI) admin console to configure, train, and deploy machine learning models. Resource Generator: The Recommended Actions framework supports a new resource generator that leverages TI similarity models to configure recommendations. Admin Configuration: Administrators can configure the resource generator to point to TI solutions for predictions and use the topN optional parameter to fetch top recommendations. Task intelligence for Customer Service - Dependent field predictions Help improve the model performance by identifying the dependent fields in a model before displaying the predicted values. Task intelligence for Customer Service - Records prediction Predict the configured fields on the case record after entering the short description or description and see the predicted values without saving the case form. Task intelligence for Customer Service - On change predictions for interaction record Predict the configured fields on the interaction record after entering the short description or description and see the predicted values without saving the form. Task Intelligence for Customer Service - Implement Task Intelligence for the CSM Similarity Model: Similar cases recommendations: Install the Task Intelligence for Customer Service plugin to view the preconfigured open and closed cases that are automatically trained and deployed as recommendations. Major case recommendations: Install the major issue management plugin and activate the feature as needed to get recommendations. Recommended Actions - Create multiple contexts for a single record entity Support multiple contexts for the same table, such as the Case table, with one active context record that can be configured for the Recommended Actions component by using a UI Builder input property. By creating multiple contexts, you can create different experiences that are determined by criteria such as user attributes or domains. The recommendations and AI Search results adjust dynamically according to the configured active context. Recommended Actions - Attach knowledge article guidance Enable agents to view and attach knowledge articles to task records and chat interaction records and share articles with customers by using the following guidances: Attach and share article: Enables the agent to share a recommended knowledge article in a comment, work note, or an email. Share article in chat interaction: Enables the agent to share a recommended knowledge article in a customer chat. Guided Decisions - Run a guidance as a system user Enable the guidance_honor_subflow system property to run a guidance in a decision tree as the user that is specified in the guidance action subflow properties. If this property is set to false, the guidance runs as the current user. Guided Decisions - Decision Tree as a catalog item content type Enable customers to add decision trees as catalog items in a service catalog. From the Customer Service Portal, customers can select the decision tree and open it in a new tab. Guided Decisions - Search for decision trees on portal Enable portal users to search for decision trees with keywords. Selecting a decision tree in the search results opens a page with the decision tree widget. Guided Decisions - Enable a start node to contain only task input Create start nodes for a decision tree that start directly from a task input and create paths that are derived from the data in the task reference. You have the option to create a start node from a question or from task input. Guided Decisions - Restart a decision tree in a playbook Restart the execution of a decision tree. When a user completes the execution of a decision tree in a playbook, they can start and complete the decision tree again if desired. Restarting the playbook retains the history of the previous decision tree executions.

Changes

Between your current release family and Xanadu, 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. 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.
Xanadu	Guided Decisions - Question field updated to type HTML The Question field has been updated from type=string to type=HTML. When adding a question to a decision node, decision tree authors can include the text, formatted text, and images in the Question field.

Removed

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

Deprecations

Between your current release family and Xanadu, 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.
Xanadu	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.
Xanadu	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.

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.
Xanadu	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.
Xanadu	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 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.
Xanadu	No updates for this release.

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.
Xanadu	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.
Xanadu	Create multiple Recommended Actions context records for the same table to create different experiences that are based on criteria such as user attributes or domains. Restart a decision tree in a playbook and retain the history of previous decision tree executions. Enable customers to add decision trees as catalog items in a service catalog. Enable your users to search for decision trees by using keywords and open a decision tree from the search results. See Intelligence for CSM for more information.