Combined Self-Service and Omnichannel engagement for CSM release notes for upgrades from Vancouver to Xanadu

Consolidated page of all release notes for Self-Service and Omnichannel engagement for CSM from Vancouver to Xanadu.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Self-Service and Omnichannel engagement 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 Self-Service and Omnichannel engagement 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 Self-Service and Omnichannel engagement for CSM.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	Playbooks for Portals Provide your customers with Customer Service Management (CSM) playbooks on service portals to create new cases with a similar process-based experience as agents. Your customers can visualize the end-to-end case life cycle when viewing the case on the service portal, and view and act on pending tasks in the context of the case process. Onboarding with Self-Service Enable customers to create self-service guided requests, submit cases at their own pace and continue working on them later, and track the progress of cases through a new Playbooks (PAD) process, Onboarding with Self-Service. Configure font size for chat Change the font size (regular, medium, large) for the chat header and chat body that customers see in a Virtual Agent chat. As an administrator, you can preview the font size in real-time in the preview section before applying a chat configuration for a Virtual Agent chat. Using Configurable Portal widgets The following new widgets were added to the available Configurable Portal widgets: Portal Object widget: Display quick actions and key information of a record in the widget, which displays the information based on the sys_id of a record. Portal Taxonomy topics widget: Display the first level of taxonomy topics as cards in the widget. When users access these cards, they’re redirected to a page that displays knowledge articles and catalog items related to a taxonomy topic. Set up Engagement Messenger Extend self-service capabilities such as case management, Knowledge, AI Search, Virtual Agent and Live Agent chat on your mobile applications. New tools in Tiny MCE editor The following new tools in the Tiny MCE editor provide enhanced support for rich content displayed in the case conversation view: Undo Redo Font color Text highlight Indent Outdent Hyperlink Unlink Table Image Code sample Advanced Work Assignment (AWA) Voice Routing for Amazon Connect Use Advanced Work Assignment to route any voice call made from Amazon Connect. Unified Consumer profile access to Consumer Service Portal menus A unified profile through the Unified Consumer feature, which includes both the external (snc_external) and internal (snc_internal) user roles, provides access to all menus on the Consumer Service Portal. Previously, access to specific menus depended on whether the user profile had the external or internal role.
Xanadu	No updates for this release.

Changes

Between your current release family and Xanadu, some changes were made to existing Self-Service and Omnichannel engagement for CSM features.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	Portal Mega Menu widget The Portal Mega Menu widget has the following enhancements: Enables you to access and navigate through a wide range of menu items on your mobile device using the Portal Mega Menu widget. Display a cart, wish list, guided tour, or scripted lists such as notification, approval, or survey on the header of your portal.
Xanadu	No updates for this release.

Removed

Between your current release family and Xanadu, some Self-Service and Omnichannel engagement 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 Self-Service and Omnichannel engagement 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 Self-Service and Omnichannel engagement for CSM.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	Install the Engagement Messenger, playbook for CSM, and Omnichannel 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	No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for Self-Service and Omnichannel engagement for CSM we have noted them here.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	Starting with the Vancouver release, the chat client was enabled by default only for authenticated users. To enable the chat client for unauthenticated users to be able to access Virtual Agent chat and Live Agent chat, you must enable the $sn-va-web-client-app and sn_va_web_client_app_embed pages for public access. For more information, see Make UI pages public or private.
Xanadu	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Self-Service and Omnichannel engagement for CSM we have noted them here.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	Internet Explorer is not supported.
Xanadu	No updates for this release.

Accessibility information

Review details on accessibility information for Self-Service and Omnichannel engagement 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 Self-Service and Omnichannel engagement 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 Self-Service and Omnichannel engagement for CSM we have noted them here.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	Monitor case-related activities more effectively using the improved activity stream UI on the case view. Implement guided intake for case records that have a Playbooks (PAD) process associated with them​. Navigate through the playbook steps to complete the intake process. Additionally, your customers can view a case with an end-end visualization of the case life cycle. Streamline the integration of voice calls from Amazon Connect with your ServiceNow® instance by using Advanced Work Assignment (AWA) as the routing engine. Provide more support by integrating with Virtual Agent. See Omnichannels for communicating with customers, Self-service for Customer Service Management, and Playbooks for Portals for more information.
Xanadu	No updates for this release.