Combined Workforce Optimization for Customer Service CSM release notes for upgrades from Vancouver to Xanadu

Consolidated page of all release notes for Workforce Optimization for Customer Service CSM from Vancouver to Xanadu.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service CSM.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	Performance metrics for voice channel Monitor and manage the health of voice queues on Channel Management by viewing more metrics and reports from Amazon Connect. Recurring meetings in scheduling Schedule and track recurring meetings such as training sessions or one-on-one sessions with teammates. Scheduling enhancements Efficiently manage and monitor time off and shift swap requests.

Changes

Between your current release family and Xanadu, some changes were made to existing Workforce Optimization for Customer Service CSM features.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	Reflow for Configurable Workspace Dispatcher Workspace and Workforce Optimization for Field Service support reflow that enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For more information, see the Accessibility information section that follows.

Removed

Between your current release family and Xanadu, some Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service CSM.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	Install Workforce Optimization for Customer Service by requesting it 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 Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service 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	Accessibility improvements Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance. Reflow The Configurable Workspace supports 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. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%. 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.

Localization information

If there are specific localization considerations for Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service CSM we have noted them here.

Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	Create and track recurring meetings with managers and their team members in the team calendar. Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance. See Exploring Workforce Optimization for Customer Service for more information.