Combined Now Assist for CSM release notes for upgrades from Vancouver to Xanadu

Consolidated page of all release notes for Now Assist for CSM from Vancouver to Xanadu.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Now Assist 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 Now Assist 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 Now Assist for CSM.

Release	Release notes
Vancouver	Chat summarization skill When a Virtual Agent interaction is transferred to a live agent, the agent can read the chat summarization to learn what information the user has already entered. Reading the chat summarization saves the agent from having to repeat the same information. The chat summarization populates the Chat Summary and Short Description fields. Case summarization skill Case summaries save agents time by condensing the record to a short summary. Resolution notes generation skill Agents can use the resolution summarization skill to generate resolution information for a case, propose the resolution to the customer, and add the information to the case record. Q&A - Now Assist for Search skill When users ask questions in search, AI Search can produce Genius Result answers that display AI-generated summaries of knowledge articles relevant to the search query. This Search skill is installed with Now Assist for CSM. Now Assist panel If configured for their role, agents can access Now Assist skills in a panel that is available in CSM Configurable Workspace. Now Assist is aware of context, so it can summarize the currently viewed record or conversation, or you can specify a case number. Now Assist Admin console Use the Now Assist Admin console to activate and configure capabilities and individual skills. For example, you can designate which roles have access to a skill, or whether the skill is available in CSM Configurable Workspace, the Now Assist panel, or both. Add conditions to skill availability Determine when the skills for the case and the resolution notes summarization are available by adding conditions to the fields on the case record. Restrict skill availability by user role Specify the roles that can access the case summarization and resolution notes summarization skills. Minimum text requirement for case summarization Enable the case summarization skill for the cases that have the minimum amount of information in the case activity stream. AI icon support without a form reload View the AI icons for the predicted fields as soon as the predictions are available. Demo data for the case and interaction records Use improved demo data to demonstrate the case summarization and resolution notes generation skills.
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 Now Assist for CSM features.

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

Removed

Between your current release family and Xanadu, some Now Assist 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 Now Assist 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 Now Assist for CSM.

Release	Release notes
Vancouver	Now Assist features are available with activation of the Now Assist for Customer Service Management (CSM) plugin. For more information, see Install Now Assist plugins.
Washington DC	No updates for this release.
Xanadu	No updates for this release.

Additional requirements

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

Release	Release notes
Vancouver	The Now Assist for CSM application requires a Customer Service Management Pro Plus or Enterprise Plus license. Now Assist for CSM is supported on Vancouver Patch 4 and later releases. Some features and enhancements require Vancouver Patch 7 or later releases.
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 Now Assist 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 Now Assist 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 Now Assist 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 Now Assist for CSM we have noted them here.

Release	Release notes
Vancouver	Generative AI chat summarization, case summarization, resolution notes generation, and search skills. Determine when the skills for the case and the resolution notes summarization are available by adding conditions to the fields on the case record. Restrict the availability of the case summarization and resolution notes generation skills by user role. Attribute roles to the activities in the case and resolution notes summaries to reduce hallucinations and improve the summary quality. See Now Assist for CSM for more information.
Washington DC	No updates for this release.
Xanadu	No updates for this release.