Combined Case management for CSM release notes for upgrades from Xanadu to Yokohama

  • Release version: Yokohama
  • Updated July 20, 2026
  • 6 minutes to read
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    Summary of Combined Case Management for CSM Release Notes: Upgrades from Xanadu to Yokohama

    This consolidated release notes summary assists ServiceNow customers in preparing for upgrades of Case Management for Customer Service Management (CSM) from the Xanadu release to Yokohama. It highlights new features, changes, deprecations, and important upgrade considerations to ensure a smooth transition and optimal use of the updated functionality.

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    Key Features

    • Xanadu Enhancements: Updated playbook templates in UI Builder now support generative AI and modern agent experience improvements such as modeless dialogs and activity streams. New applications enable managing order-related cases referencing multiple line items (orders and order lines) and enhanced case lines and workflows for diverse references like invoices and contracts. Quick start tests help verify CSM functionality after upgrades or deployments, with customization support.
    • Yokohama Enhancements: Introduction of Case Management for Invoice Operations to handle cases involving multiple invoices or invoice lines, facilitating services like dispute resolution and corrections. Process mining capabilities are enhanced with LLM-based work notes analysis and configurable project mining to uncover operational inefficiencies and long resolution times. Quick start tests remain available for post-upgrade validation and customization.

    Changes

    • The customer service manager role now includes the approveruser role, replacing the deprecated approvaladmin role, enabling managers to approve assigned approval requests directly.
    • Process mining functionality was refined by removing viewer roles from all records and making process configurations read-only templates manageable only by administrators, allowing customers to copy or import parts for customization.
    • The Case Line table now contains Install Base and Asset reference fields, displaying related account and product information for greater context.
    • The Product Service case type selector was updated to allow hiding the product filter for streamlined case handling.

    Deprecations and Removed Features

    • Starting with Xanadu, CSM Agent Workspace is no longer supported; customers should use CSM Configurable Workspace for the latest experience.
    • From Yokohama onwards, the Customer Service CTI Demo Data is hidden and no longer activated on new instances, though still supported for existing environments. The recommended alternative is ServiceNow Voice with Amazon Connect.
    • No features or functionalities were removed directly between Xanadu and Yokohama.

    Upgrade and Activation Guidance

    • Before upgrading to Yokohama, customers should review and complete pre- and post-upgrade tasks carefully.
    • Activation of Case Management for CSM requires enabling the com.sncustomerservice plugin, with additional features available through other supplementary plugins.
    • Quick start tests are recommended after upgrades or new deployments to verify CSM functionality and should be adapted if customizations exist.

    Browser and Accessibility Considerations

    • ServiceNow workspaces do not support mobile devices, Internet Explorer, or legacy Microsoft Edge browsers. Supported browsers include Microsoft Edge based on Chromium and others as listed in official Browser Support documentation.
    • Accessibility improvements made in Xanadu ensure templates support content reflow and zoom up to 400% without loss of function; no further changes were made in Yokohama.

    Practical Benefits for ServiceNow Customers

    • Upgrading from Xanadu to Yokohama brings enhanced case management capabilities for order and invoice operations, improving agents' ability to handle complex cases involving multiple line items.
    • Process mining enhancements enable deeper insights into operational inefficiencies, facilitating targeted improvements and faster issue resolution.
    • Role and permission updates simplify approval workflows and security management.
    • Customers are guided to adopt modern workspace experiences and updated CTI integrations for better performance and support.

    Consolidated page of all release notes for Case management for CSM from Xanadu to Yokohama.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Case management for CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Yokohama.

    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 Case management for CSM to Yokohama

    Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Xanadu

    The customer service manager role [sn_customerservice_manager] includes the approver user role [approver_user]. The approver user role replaces the approval admin role [approval_admin]. Users with the customer service manager role can approve the approval requests that are assigned to them.

    Yokohama

    		 No updates for this release.

    New features

    Between your current release family and Yokohama, new features were introduced for Case management for CSM.

    Release Release notes

    Xanadu
    Playbooks
    Use updated playbook templates in UI Builder that incorporate generative AI feature parity and Agent Experience modernization features such as the modeless dialogs, activity stream, lookup cards, and related items.
    Order Operations Case Management
    Use the Order Operations Case Management application (com.sn_order_case) to create order cases that reference multiple line items, including orders and order lines. Agents can use these cases to process order-related services such as order changes, inquiries, and disputes.
    Case lines and workflows
    Use the Case lines and workflows application (com.sn_case_line) to reference multiple line items on a case record, including orders or order lines, invoices or invoices lines, contracts, and sold products.
    Quick start tests for Customer Service Management
    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.

    Yokohama
    Case Management for Invoice Operations
    Use the Case Management for Invoice Operations application (com.sn_csm_invoice) to create cases for multiple invoices or for specific invoice lines. Agents can use these cases to process invoice-related services such as invoice disputes or requested corrections.
    Process mining
    Use the following features to find process improvement opportunities:
    • Use work notes analysis to learn the operational reasons behind activity transitions. This feature is Now LLM based.
    • Mine the configured base system project to investigate the causes and get a clear view of the long resolution times and delays.
    Quick start tests for Customer Service Management
    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.

    Changes

    Between your current release family and Yokohama, some changes were made to existing Case management for CSM features.

    Release Release notes

    Xanadu
    Case type selector configuration
    Configure the Product Service select version of the case type selector to hide the product filter.
    Roles included with the customer service manager role
    The customer service manager role [sn_customerservice_manager] includes the approver user role [approver_user]. For upgrade customers, the approver user role replaces the approval admin role [approval_admin]. Users with the customer service manager role can approve the approval requests that are assigned to them.
    Process Mining
    Added different variants of the two enhanced types of base system opportunities that you can use on a project to identify and address common inefficiencies in customer operations:
    • Rule-based finding definitions: Execute one or more finding rule chains in sequence according to the definitions. The records that match the logic of these specifications are classified as a match for improvement opportunities.
    • Automated finding definitions: Show improvement opportunities by using the default patterns that are already available for selection.

    Yokohama
    Process mining
    Use the process mining enhancements to improve processes as needed:
    • Removed the viewer role from all records in the Process Mining Content Pack for Customer Service Management (CSM).
    • Set process configurations as read-only templates, deletable only by a process mining administrator. You can enable customers to copy the template or import specific parts into their custom configuration.
    Case lines and workflows
    The Case Line table (sn_case_line) includes the Install base and Asset reference fields. These fields display information based on the selected account and product.

    Removed

    Between your current release family and Yokohama, some Case management for CSM features or functionality were removed.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Deprecations

    Between your current release family and Yokohama, some Case management for CSM features or functionality were deprecated.

    Release Release notes

    Xanadu

    Starting with the Xanadu release, CSM Agent Workspace is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base. CSM Configurable Workspace provides the latest experience for this functionality.

    Yokohama

    Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. ServiceNow Voice with Amazon Connect provides the latest experience for this functionality. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    Activation information

    Review information on how to activate Case management for CSM.

    Release Release notes

    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.

    Yokohama

    Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management.

    Additional requirements

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

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Case management for CSM we have noted them here.

    Release Release notes

    Xanadu

    ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.

    Yokohama

    ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.

    Accessibility information

    Review details on accessibility information for Case management for CSM, such as specific requirements or compliance levels.

    Release Release notes

    Xanadu
    The following templates 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.

    Yokohama

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Case management for CSM we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Case management for CSM we have noted them here.

    Release Release notes

    Xanadu
    • Create pages and page variants that contain horizontal or vertical playbooks by using playbook templates.
    • Use playbook record pages in CSM Configurable Workspace to guide users through the stages and activities of a playbook and resolve cases.
    • Identify common inefficiencies in customer operations by using process mining definitions.

    See Case management for Customer Service Management for more information.

    Yokohama
    • Create cases for invoice-related services such as invoice disputes or requested corrections with the Case management for Invoice Operations application.
    • Use process mining to mine the configured base system project to investigate the causes of long resolution times.

    See Case management for Customer Service Management for more information.