--- 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 Customer Success Management release notes for upgrades from Xanadu to Yokohama # Combined Customer Success Management 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 Customer Success Management Release Notes for Upgrades from Xanadu to Yokohama This consolidated guide provides ServiceNow customers with essential information about upgrading the Customer Success Management (CSM) application from the Xanadu to the Yokohama release. It includes new features, changes, activation details, and best practices to help you prepare and optimize your upgrade process. Show full answer Show less ## New Features * **Account Onboarding Playbook and Home Page (Xanadu):** Manage onboarding workflows with predefined activity definitions, track onboarding status and progress, and monitor cases and associated risks directly in the Customer Service Portal. * **Data Import and Validation:** Import multiple files simultaneously with Data Import Builder and validate data at the field and record levels using Data Validation Assist, including eight pre-configured validations. * **Recommended Actions and Guided Decision Trees:** Receive contextual recommendations and troubleshooting guidance during onboarding to help agents take appropriate actions. * **Customer Success Features:** Engage customers effectively by running success plays, monitoring your success portfolio, managing engagements, and creating success blueprints and initiatives. * **Health and Risk Frameworks (Yokohama):** Define key business and operational indicators to monitor engagement health, identify risk signals, and centralize risk management to reduce customer turnover. * **Success Blueprint Builder and Initiative Roadmap:** Standardize objectives and outcomes, prioritize customer requirements, and visualize timelines and statuses of success initiatives. * **Touchpoints Enhancements:** Track and manage all customer interactions, including meetings and emails, ensuring timely and effective engagement through a touchpoint planner. * **AI-Powered Case Summarization:** Use generative AI to obtain high-level summaries of onboarding cases, engagements, and touchpoints for quick insights. ## Key Changes * **Success Portfolio Dashboard:** Enhanced visibility into the overall health of customer success portfolios, including engagement health, trends, and touchpoints. * **Engagement Page:** Improved high-level overview displaying current health scores, key issues, and progress on objectives and outcomes. * **Data Import Enhancements:** Streamlined onboarding by enabling the import and publishing of large data sets with efficient error resolution. ## Activation and Installation Customer Success Management is available for installation via the ServiceNow Store. To activate, request the application through the ServiceNow Store website, where you can also access cumulative release notes and app version history. ## Additional Notes * No features or functionalities were removed or deprecated between Xanadu and Yokohama releases. * There are no changes to additional system requirements, browser compatibility, accessibility, or localization for this upgrade. ## Why This Matters for ServiceNow Customers Upgrading to Yokohama enhances your ability to manage customer success comprehensively---from onboarding to ongoing engagement---by leveraging improved data handling, risk management, AI-driven summaries, and consolidated interaction tracking. These capabilities help reduce customer churn, improve adoption, and identify growth opportunities efficiently within the ServiceNow platform. Consolidated page of all release notes for Customer Success Management from Xanadu to Yokohama. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Success Management 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 Customer Success Management to Yokohama Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customersuccessmanagement-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## New features Between your current release family and Yokohama, new features were introduced for Customer Success Management. {#dfrn3-customersuccessmanagement-summary__entry__8} | Release | Release notes | |-|-| | Xanadu | [Account onboarding playbook](https://www.servicenow.com/docs/access?context=account-lifecycle-playbook-overview&family=xanadu&ft:locale=en-US) : Manage your account onboarding with the Customer Success Management playbook, which contains activity definitions for onboarding workflows that include key details such as onboarding status and progress, and shares clear instructions on when tasks should be delivered to various stakeholders. [Account onboarding home page](https://www.servicenow.com/docs/access?context=account-lifecycle-events-onboarding-landing&family=xanadu&ft:locale=en-US) : Monitor onboarding cases assigned to you, including case tasks, data capture tasks, and associated risks. [Data import and validation](https://www.servicenow.com/docs/access?context=account-lifecycle-import-flow&family=xanadu&ft:locale=en-US) : * Upload and process multiple files to the staging table simultaneously. * Use the Data Import Builder to configure data sources and transform maps for importing data. * Perform field and record level data validations in the Data Validation Assist table. Additionally, 8 pre-configured field level validations are also available with the base system. [Recommended actions for account onboarding](https://www.servicenow.com/docs/access?context=account-lifecycle-events-recommend-action&family=xanadu&ft:locale=en-US) : Provide guidance and recommended actions to the user based on the context of the current record so agents can take appropriate actions as required. Additionally, agents can use guided decision trees to navigate and troubleshoot the onboarding process. [View account onboarding cases in the Consumer Service Portal](https://www.servicenow.com/docs/access?context=account-lifecycle-view-csm-portal&family=xanadu&ft:locale=en-US) : View Customer Success Management onboarding case records or case task records on the CSM portal to see details of the Customer Success Management onboarding journey. [Improve adoption and reduce attrition with Customer Success](https://www.servicenow.com/docs/access?context=account-lifecycle-events-customer-success-about&family=xanadu&ft:locale=en-US) : Use the Customer Success feature to engage with your customers, mitigate risks by running success plays, and identify opportunities for expansion and renewals. * Monitor your success portfolio on the Success landing page. View the status of your current engagements, upcoming renewals, and new engagements. * View engagement details including success initiatives, success blueprint, and monitor your success cases. * Create success plays and success blueprints to define manual or automated activities using the workflow launcher. | | Yokohama | [Health framework](https://www.servicenow.com/docs/access?context=account-lifeycle-health-frmwk&family=yokohama&ft:locale=en-US) : Define the key business and operational indicators and their impact on the overall health of an engagement. You can provide insights that help identify the trends and determine if the engagement is stable. [Risk framework](https://www.servicenow.com/docs/access?context=account-lifecycle-risk-frmwrk&family=yokohama&ft:locale=en-US) : Centralize, track, and monitor the relational risks so that you can reduce customer turnover. You can identify risk signals and create repeatable remediation plans. [Success blueprint builder](https://www.servicenow.com/docs/access?context=account-lifecycle-success-blueprint&family=yokohama&ft:locale=en-US) : Create standardized objectives and outcomes for an engagement. Your customer success managers can prioritize the requirements and identify the outcomes that provide the maximum customer impact. [Success initiative roadmap](https://www.servicenow.com/docs/access?context=account-lifecycle-success-roadmap&family=yokohama&ft:locale=en-US) : Create a timeline view of the success initiatives and view the status, timing, and priority of these activities. [Touchpoints enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-touchpoints&family=yokohama&ft:locale=en-US) : Use a touchpoint to track and manage your customer interactions through meetings and emails. With the touchpoint planner, you can help to ensure that all customer interactions and related activities are taking place on time with expected results. [Case summarization for onboarding cases, engagements, and touchpoints](https://www.servicenow.com/docs/access?context=now-assist-spmc&family=yokohama&ft:locale=en-US) : Use generative AI to get a high-level summary of the status of your engagements, onboarding cases, and touchpoints. | [ ] ## Changes Between your current release family and Yokohama, some changes were made to existing Customer Success Management features. {#dfrn3-customersuccessmanagement-summary__entry__14} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Success portfolio](https://www.servicenow.com/docs/access?context=account-lifecycle-success-landing&family=yokohama&ft:locale=en-US) : The Success portfolio dashboard provides visibility into the overall health of a customer success manager's portfolio. With this dashboard, you can view the health of an engagement, individual indicators, health and risk trends, and touchpoints. [Engagement page enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-view-engage&family=yokohama&ft:locale=en-US) : Use the engagement home page to see a high-level overview of an engagement. You can also view the current health score, identify issues, and monitor objectives and outcomes. [Data import enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-import-data&family=yokohama&ft:locale=en-US) : Optimize the onboarding process by importing and publishing a large amount of data and resolve any errors or issues​ quickly. | [ ] ## Removed Between your current release family and Yokohama, some Customer Success Management features or functionality were removed. {#dfrn3-customersuccessmanagement-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 Customer Success Management features or functionality were deprecated. {#dfrn3-customersuccessmanagement-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Activation information Review information on how to activate Customer Success Management. {#dfrn3-customersuccessmanagement-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | Install Customer Success Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Install Customer Success Management by requesting it from ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). Important: Customer Success Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-summary__entry__44} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Customer Success Management, such as specific requirements or compliance levels. {#dfrn3-customersuccessmanagement-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | * Improve customer experience with process-based playbooks for onboarding cases. * View onboarding cases and case tasks on the Customer Service Portal. * Improve data capture and validation with the Data Import Builder and Data Validation Assist features. * Define and measure business outcomes with documented success plans to promote value. * Create customer engagements and monitor their health and evaluate progress. See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | * Define, measure, and track the overall health of an engagement and monitor risk signals and issues. * Manage all customer interactions in a single place and organize them with the touchpoint calendar. * Create templates to define common success objectives and outcomes and associate them with a product. * Use ServiceNow Otto for Telecommunications, Media, and Technology (TMT) to summarize account onboarding cases, engagements, and touchpoints. * Integrate your ServiceNow instance with external Customer Relationship Management (CRM) platforms during the engagement life cycle. See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=yokohama&ft:locale=en-US) for more information. | [ ]