--- sourceDocument: yokohama Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/delta-xanadu-yokohama Release : - yokohama ft:locale : - en-US ft:publication_title : - yokohama Combined Product Files ft:clusterId : - delta3yx bundleId : - delta3yx --- # Combined Case management for CSM release notes for upgrades from Xanadu to Yokohama # Combined Case management for CSM release notes for upgrades from Xanadu to Yokohama {#ariaid-title1} Release version: Yokohama Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Case Management for CSM Release Notes: Upgrades from Xanadu to Yokohama This consolidated guide covers key updates, new features, changes, and important upgrade information for Case Management in Customer Service Management (CSM) from the Xanadu release through to Yokohama. It is designed to help ServiceNow customers prepare and execute their upgrade by summarizing relevant cross-family release notes in one place. Show full answer Show less The document highlights role changes, new applications, enhancements in process mining, activation details, and browser and accessibility considerations, enabling customers to understand the practical impacts and new capabilities introduced across these releases. ## Key Features * **Role Updates:** In Xanadu, the `customerservicemanager` role now includes the `approveruser` role, replacing the `approvaladmin` role. This allows users with the customer service manager role to approve assigned approval requests directly. * **Playbooks with Generative AI (Xanadu):** Updated playbook templates in UI Builder incorporate generative AI and modern agent experience features such as modeless dialogs, activity streams, and lookup cards to enhance case resolution workflows. * **Order Operations Case Management (Xanadu):** New application to create order cases referencing multiple line items (orders and order lines) to manage order-related services like changes, inquiries, and disputes. * **Case Lines and Workflows (Xanadu and Yokohama):** Enables referencing multiple line items on case records including orders, invoices, contracts, and products. The Case Line table now includes Install base and Asset references for better context. * **Invoice Operations Case Management (Yokohama):** Introduces a dedicated application to create and manage cases related to invoices and invoice lines, supporting services such as disputes or corrections. * **Process Mining Enhancements:** Uses AI-powered work notes analysis and configurable finding definitions to identify inefficiencies and long resolution times in customer service processes. Templates for process configurations are now read-only and manageable by administrators. * **Quick Start Tests:** Available for verifying CSM functionality after upgrades or deployments. Customers with customizations are advised to copy and tailor these tests accordingly. ## Changes * The case type selector's Product Service version can now be configured to hide the product filter for streamlined case creation. * Process mining has added variants of rule-based and automated finding definitions to better detect improvement opportunities in customer operations. * Process mining content pack roles were adjusted by removing the viewer role; configuration templates are now protected to prevent unintended changes. ## Deprecations * Starting with Xanadu, the CSM Agent Workspace is no longer supported; CRM Workspace replaces this functionality. * From Yokohama onward, Customer Service CTI Demo Data is hidden and no longer activated on new instances but remains supported. ServiceNow Voice with Amazon Connect is the recommended alternative. ## Upgrade and Activation Guidance * Before upgrading, review and complete pre- and post-upgrade tasks to ensure smooth transition. * CSM is activated via the Customer Service Management plugin (`com.sncustomerservice`) in both Xanadu and Yokohama releases. * Additional CSM features require activating other specific plugins as needed. ## Browser and Accessibility Considerations * ServiceNow workspaces do not support mobile devices, Internet Explorer, or legacy Microsoft Edge. Use Microsoft Edge Chromium or other supported browsers for optimal performance. * Accessibility improvements in Xanadu include support for up to 400% zoom and content reflow for key playbook templates, enhancing usability for diverse user needs. ## Practical Benefits for ServiceNow Customers * Enhanced case management capabilities enable agents to handle multiple related items (orders, invoices, contracts) within a single case, improving efficiency and customer service quality. * Generative AI and modern UI features in playbooks streamline agent workflows and increase productivity. * Process mining tools help identify and address operational bottlenecks, reducing resolution times and improving customer satisfaction. * Clear role updates simplify approval processes within customer service management. * Deprecations guide customers toward supported tools, ensuring continued platform compatibility 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. {#dfrn3-casemanagementforcsm-summary__entry__2} | 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. {#dfrn3-casemanagementforcsm-summary__entry__8} | Release | Release notes | |-|-| | Xanadu | [Playbooks](https://www.servicenow.com/docs/access?context=customer-service-case-playbooks&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-case-mgmt-order-ops&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-case-mgmt-case-lines&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=csm-invoice-operations&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=process-mining&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=yokohama&ft:locale=en-US) : 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. {#dfrn3-casemanagementforcsm-summary__entry__14} | Release | Release notes | |-|-| | Xanadu | [Case type selector configuration](https://www.servicenow.com/docs/access?context=csm-case-type-select-modals-product-service&family=xanadu&ft:locale=en-US) : Configure the Product Service select version of the case type selector to hide the product filter. [Roles included with the customer service manager role](https://www.servicenow.com/docs/access?context=r_RolesInstalledWithCustomerService&family=xanadu&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=improve-opportunities&family=xanadu&ft:locale=en-US) : 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 | [Case lines and workflows](https://www.servicenow.com/docs/access?context=case-line-form&family=yokohama&ft:locale=en-US) : 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. [Process mining](https://www.servicenow.com/docs/access?context=process-config-builder&family=yokohama&ft:locale=en-US) : 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. | [ ] ## Removed Between your current release family and Yokohama, some Case management for CSM features or functionality were removed. {#dfrn3-casemanagementforcsm-summary__entry__20} | 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. {#dfrn3-casemanagementforcsm-summary__entry__26} | 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 \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support knowledge base. [CRM Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=xanadu&ft:locale=en-US) 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 \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support Knowledge Base. | [ ] ## Activation information Review information on how to activate Case management for CSM. {#dfrn3-casemanagementforcsm-summary__entry__32} | 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](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=xanadu&ft:locale=en-US). Additional Customer Service Management features are available with the activation of other plugins. For details, see [Additional plugins for Customer Service Management](https://www.servicenow.com/docs/access?context=r_CustServMgmtAddtlPluginsTable&family=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=yokohama&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-summary__entry__38} | 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. {#dfrn3-casemanagementforcsm-summary__entry__44} | 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](https://www.servicenow.com/docs/access?context=browser-support&family=xanadu&ft:locale=en-US). | | Yokohama | Browser requirements : 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](https://www.servicenow.com/docs/access?context=browser-support&family=yokohama&ft:locale=en-US). | [ ] ## Accessibility information Review details on accessibility information for Case management for CSM, such as specific requirements or compliance levels. {#dfrn3-casemanagementforcsm-summary__entry__50} | 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. * [Case playbook: horizontal stages template](https://www.servicenow.com/docs/access?context=csm-playbook-templates&family=xanadu&ft:locale=en-US) * [Case playbook: vertical stages template](https://www.servicenow.com/docs/access?context=csm-playbook-templates&family=xanadu&ft:locale=en-US) | | Yokohama | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-summary__entry__56} | 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. {#dfrn3-casemanagementforcsm-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | * Create pages and page variants that contain horizontal or vertical playbooks by using playbook templates. * Use playbook record pages in CRM 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](https://www.servicenow.com/docs/access?context=csm-case-management&family=xanadu&ft:locale=en-US) 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](https://www.servicenow.com/docs/access?context=csm-case-management&family=yokohama&ft:locale=en-US) for more information. | [ ]