--- 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 Proactive Service Experience Workflows release notes for upgrades from Xanadu to Yokohama # Combined Proactive Service Experience Workflows 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) 4 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 Proactive Service Experience Workflows Release Notes for Upgrades from Xanadu to Yokohama This consolidated release note document provides ServiceNow customers with essential information on upgrading Proactive Service Experience Workflows from the Xanadu release family to Yokohama. It highlights new features, activation guidance, and important upgrade tasks, ensuring a smooth transition and an understanding of what enhancements are now available. Show full answer Show less ## New Features * **Customer Service Problem Management (Xanadu):** Enables comprehensive management of service problem cases, helping agents review, diagnose, and resolve customer service issues efficiently. * **Account 360 Analytics (Xanadu):** Offers a centralized dashboard to better understand customers, services sold, and track ongoing customer account tasks. * **Yokohama Enhancements:** * **Proactive Case Redirection:** Create proactive cases directly from incidents for streamlined case type assignment. * **Playbook Stages and Activities:** Support troubleshooting through defined playbook stages, including creating resolution tasks. * **Integration with External Systems:** Submit outbound service test run requests to external southbound systems within Technology Product Support Cases. * **Service Problem Case Creation:** Allows agents and customers to create service problem cases from both the workspace and Customer Service Portal, facilitating faster issue resolution. * **ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Integration:** * Generate concise, context-driven service problem case summaries. * Produce and refine resolution notes using Now Assist within both Core UI and Workspace. * Create and edit knowledge articles by aggregating insights from multiple cases. * Summarize test run outcomes for Technology Product Support Cases to identify root causes. * **Role Creation:** Installation of Customer Service Problem Management includes roles enabling agents and customers to create service problem cases. ## Changes, Removals, and Deprecations No changes, removals, or deprecations were made to Proactive Service Experience Workflows features between Xanadu and Yokohama. ## Activation and Requirements * **Installation:** Proactive Service Experience Workflows can be installed by requesting it through the ServiceNow Store (Xanadu release). * **Upgrade Preparation:** Customers should review and complete any pre- and post-upgrade tasks to ensure a successful upgrade to Yokohama. * **Browser, Accessibility, Localization:** No updates or changes were introduced for these aspects between Xanadu and Yokohama. ## Practical Impact for ServiceNow Customers Upgrading to Yokohama enhances your ability to proactively manage customer service issues with automated case redirection and integrated troubleshooting playbooks. The integration with ServiceNow Otto for TMT streamlines case summarization, resolution note generation, and knowledge article creation, enabling your agents to deliver faster, more personalized service. The ability to create service problem cases from multiple entry points improves responsiveness and customer satisfaction. Additionally, the analytics dashboard introduced in earlier releases continues to provide valuable customer insights, supporting informed decision-making. Consolidated page of all release notes for Proactive Service Experience Workflows from Xanadu to Yokohama. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Proactive Service Experience Workflows 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 Proactive Service Experience Workflows to Yokohama Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__8} | Release | Release notes | |-|-| | Xanadu | [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=xanadu&ft:locale=en-US) : Manage the entire process of reviewing, diagnosing, and providing a resolution for service problem cases with Customer Service Problem Management. [Proactive Service Experience Workflows Account 360 Analytics](https://www.servicenow.com/docs/access?context=review-customer-account-360-psew&family=xanadu&ft:locale=en-US) : Better understand your customers, the services sold, and the progress of ongoing customer account tasks through a centralized dashboard. | | Yokohama | [Redirection to the right case type](https://www.servicenow.com/docs/access?context=generate-proactive-cases&family=yokohama&ft:locale=en-US) : Create a proactive case from an incident in the Proactive Service Experience Workflows. [Playbook stages and activities](https://www.servicenow.com/docs/access?context=tech-product-support-playbook-stages&family=yokohama&ft:locale=en-US) : Diagnose the issue in the troubleshoot stage in the Technology Product Support Case playbook. Create the resolution task to solve the issue. [Integrate with external southbound systems](https://www.servicenow.com/docs/access?context=tech-product-outbound-flow&family=yokohama&ft:locale=en-US) : In the Technology Product Support Case, you can submit outbound service test run requests to various external systems by integrating the application with the external southbound systems. [Create a service problem case from the workspace](https://www.servicenow.com/docs/access?context=create-service-problem-case&family=yokohama&ft:locale=en-US) : Create a service problem case for a customer raised issue so that an agent can work on it and resolve the service-related problem. Record generation capability via playbooks for customer service problem management. [Create a service problem case in the Customer Service Portal](https://www.servicenow.com/docs/access?context=create-a-product-case-from-the-customer-service-portal&family=yokohama&ft:locale=en-US) : Create a service problem case to report an issue about the service from the Customer Service Portal. [Summarize a service problem case](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-case&family=yokohama&ft:locale=en-US) : Use the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) to provide concise, context-driven summaries specific to each case. This feature enables agents to confirm that critical case details are captured, and enable them to provide personalized and informed resolutions. [Generate the resolution notes for a service problem case using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution&family=yokohama&ft:locale=en-US) : Generate resolution notes and then shorten or elaborate the content using the Now Assist context menu in the resolution notes field of the case form, in both the Core UI (UI16) and Workspace. [Generate a knowledge article](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-knowledge-article&family=yokohama&ft:locale=en-US) : You can now select and gather insights and data from multiple similar cases to draft an article by using ServiceNow Otto for TMT. You can revise the content in existing Knowledge articles by using the Now Assist icon (), which is accessible as an inline capability, and create and refine Knowledge articles. [Summarize test for a technology product support case using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-tech-support-case&family=yokohama&ft:locale=en-US) : Generate the test run summary for a technology product support case record to understand the context of test outcomes and the root cause of the problem. [Components installed with Customer Service Problem Management](https://www.servicenow.com/docs/access?context=spm-components&family=yokohama&ft:locale=en-US) : Create roles for customer service problem management so that agents and customers can create service problem cases. | [ ] ## Changes Between your current release family and Yokohama, some changes were made to existing Proactive Service Experience Workflows features. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__14} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Removed Between your current release family and Yokohama, some Proactive Service Experience Workflows features or functionality were removed. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows features or functionality were deprecated. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | Install Proactive Service Experience Workflows by requesting it from the ServiceNow Store. | | Yokohama | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows, such as specific requirements or compliance levels. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | * Enable customer service agents to efficiently identify and resolve customer service problems using the Customer Service Problem Management application. * Enable the operations team to manage and monitor operational data through a centralized analytical dashboard. See [Proactive Service Experience Workflows](https://www.servicenow.com/docs/access?context=assurance-workflows&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | No updates for this release. | [ ]