--- 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 Self-service and omnichannel engagement for CSM release notes for upgrades from Xanadu to Yokohama # Combined Self-service and omnichannel engagement 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 Self-service and Omnichannel Engagement for CSM Release Notes from Xanadu to Yokohama This consolidated guide details the updates and enhancements for ServiceNow's Self-service and Omnichannel Engagement for Customer Service Management (CSM) across releases from Xanadu to Yokohama. It is designed to assist customers in preparing for the Yokohama upgrade by summarizing new features, important changes, activation steps, and relevant system requirements. Show full answer Show less ## Key Features in Yokohama * **Interaction Controls Component (ICC):** Enables agents to manage calls (mute, hold, transfer) directly within Configurable Workspace, providing a consistent and efficient telephony experience across channels. ICC requires integration with a Contact Center as a Service (CCaaS) plugin for telephony connectivity. It supports consult and blind call transfers and integration with third-party and field agents. * **Business Portal:** Offers enhanced self-service capabilities including knowledge articles, service catalogs, case management, and Virtual Agent support. The portal simplifies maintenance through low-code configurable widgets, improving customer support efficiency. * **Email as an Interaction:** Transforms email communications into tracked interactions within case management, centralizing customer communication and reducing unnecessary case creation. Agents receive notifications for customer email responses, facilitating timely engagement. * **Conversational SMS Integration with AWS End User Messaging:** Allows the ServiceNow SMS channel to connect with AWS messaging, enabling conversational engagement with Virtual Agent and live agents to resolve customer issues. * **Contact Center Integration Core:** Provides administrators with the ability to import and synchronize data such as queues, skills, and wrap-up codes from third-party CCaaS systems into ServiceNow. This ensures accurate routing and dispositioning of interactions, enhancing contact center operations. * **OpenFrame Integration with ICC:** Supports advanced call state management and secure iframe embedding within Agent Workspace, enhancing telephony interface capabilities. ## Changes to Existing Features * The Email Interaction page now includes a Contact card for easier customer data management and a Customer History tab to review past conversations, improving agent context and response quality during email interactions. * Now Assist in Virtual Agent enhances self-service portals by delivering intelligent, synthesized search results from knowledge bases and catalog items, maintaining conversational context for multi-turn queries to provide relevant answers. ## Activation and Requirements * To enable these features, customers must install Engagement Messenger, Playbooks for Portals, and Omnichannel applications via the ServiceNow Store. * Internet Explorer is no longer supported for Self-service and Omnichannel Engagement for CSM. * No additional pre- or post-upgrade tasks beyond standard procedures are required for the Yokohama release. ## Key Outcomes for ServiceNow Customers * **Improved Agent Efficiency:** ICC and enhanced email interaction pages provide streamlined communication controls and customer context, enabling faster and more accurate responses. * **Enhanced Customer Self-service:** The Business Portal and Now Assist deliver richer, low-maintenance self-service experiences that reduce support load. * **Better Integration with Contact Centers:** Contact Center Integration Core ensures smooth data synchronization and accurate interaction routing between ServiceNow and third-party CCaaS platforms. * **Centralized Communication Tracking:** Email as an Interaction consolidates customer emails into interactions, reducing duplicate cases and improving case management visibility. Consolidated page of all release notes for Self-service and omnichannel engagement for CSM from Xanadu to Yokohama. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Self-service and omnichannel engagement 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 Self-service and omnichannel engagement for CSM to Yokohama Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-selfserviceandomnichannelengagementforcsm-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 Self-service and omnichannel engagement for CSM. {#dfrn3-selfserviceandomnichannelengagementforcsm-summary__entry__8} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Interaction Controls Component (ICC)](https://www.servicenow.com/docs/access?context=contact-center-integration-with-icc&family=yokohama&ft:locale=en-US) : As an agent, manage calls, such as muting, holding, and transferring, directly within the Configurable Workspace. As a part of the new Voice interaction page experience, the ICC framework helps improve workflow efficiency and promotes a consistent agent experience across all channels. Note: ICC must be integrated with your specific Contact Center as a Service (CCaaS) plugin to establish the telephony connection. Connect customers with field agents or third-party support teams in the embedded call interface. Choose between the following transfer options: * Consult transfer: Share the call context with the external contact before transferring the customer. * Blind transfer: Immediately transfer the call to the external contact. [Business Portal](https://www.servicenow.com/docs/access?context=configure-business-portal&family=yokohama&ft:locale=en-US) : Support your customers through the Business Portal self-service capabilities, such as knowledge articles, service catalogs, case management, Virtual Agent, and others. Help reduce maintenance effort through low-code configurations on pages with configurable widgets. [Email as an Interaction](https://www.servicenow.com/docs/access?context=email-channel&family=yokohama&ft:locale=en-US) : Enhance case management with the Email as an Interaction feature. * Transform emails into interactions, enabling customer communication to be tracked in a central location and help avoid unnecessary case creation. * Manage straightforward customer inquiries via email, create cases for more complex issues, or link emails to existing cases. * Notify agents on email responses received from customers. [Integrating Conversational SMS with AWS End User Messaging](https://www.servicenow.com/docs/access?context=conversational-sms-integration-amazon&family=yokohama&ft:locale=en-US) : Integrate the ServiceNow SMS channel with AWS end-user messaging to engage in conversations with Now Virtual Agent and live agents to address and resolve any customer queries or issues. [Contact Center Integration Core](https://www.servicenow.com/docs/access?context=contactcenter-integration&family=yokohama&ft:locale=en-US) : As an admin, import data automatically from a third-party contact center as a service (CCaaS) application to facilitate external routing and third-party telephony integration in their ServiceNow® instance. Note: The Contact Center Integration Core is a framework that includes voice call features, which doesn't work unless CCaaS implements it. * Import records such as queues, skills, and wrap-up codes from a third party into your ServiceNow instance. * Maintain data consistency between your ServiceNow instance and third-party systems. Verify that chats and cases are routed to the correct agent and that the correct wrap-up codes are available when dispositioning an interaction. [OpenFrame Integration to Interaction Controls Component (ICC)](https://www.servicenow.com/docs/access?context=interaction-controls-component&family=yokohama&ft:locale=en-US) : ICC is a new component for a native call controls interface embedded in Agent Workspace. With the ICC component, you can do the following: * Create the state context in OpenFrame to read the state of idle and active call state, and the state of the transfer. * Provide iframe sandbox parameters to allow iframe access to security features and to enable additional iframe restrictions. * Create an extension point implementation to create and get phone log segments. | [ ] ## Changes Between your current release family and Yokohama, some changes were made to existing Self-service and omnichannel engagement for CSM features. {#dfrn3-selfserviceandomnichannelengagementforcsm-summary__entry__14} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=yokohama&ft:locale=en-US) : The following UI elements have been added to the Email Interaction page: * A Contact card to simplify the process of adding and viewing customer information. * A Customer History tab that displays the details of previous conversations between the customer and the agent. [Using the email interaction page](https://www.servicenow.com/docs/access?context=using-email-interaction-page&family=yokohama&ft:locale=en-US) : Manage and view customer-related information and past conversations while interacting with customers via email. [Now Assist conversational experience in self-service portals](https://www.servicenow.com/docs/access?context=nass-portal&family=yokohama&ft:locale=en-US) : Receive comprehensive and detailed answers with intelligent search and conversational experiences using Now Assist in Virtual Agent. The search results are synthesized from Knowledge Base articles, Virtual Agent articles, and catalog items with links to the sources. The agent retains conversation context across multi-turn questions, promoting continuity and relevance in responses. | [ ] ## Removed Between your current release family and Yokohama, some Self-service and omnichannel engagement for CSM features or functionality were removed. {#dfrn3-selfserviceandomnichannelengagementforcsm-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 Self-service and omnichannel engagement for CSM features or functionality were deprecated. {#dfrn3-selfserviceandomnichannelengagementforcsm-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 Self-service and omnichannel engagement for CSM. {#dfrn3-selfserviceandomnichannelengagementforcsm-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Activation information : Install the Engagement Messenger, Playbook for Portals, and Omnichannel applications by requesting them 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=yokohama&ft:locale=en-US). Important: Engagement Messenger, Playbooks for Portals, and Omnichannel applications are 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 Self-service and omnichannel engagement for CSM we have noted them here. {#dfrn3-selfserviceandomnichannelengagementforcsm-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 Self-service and omnichannel engagement for CSM we have noted them here. {#dfrn3-selfserviceandomnichannelengagementforcsm-summary__entry__44} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | Browser requirements : Internet Explorer isn't supported. | [ ] ## Accessibility information Review details on accessibility information for Self-service and omnichannel engagement for CSM, such as specific requirements or compliance levels. {#dfrn3-selfserviceandomnichannelengagementforcsm-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 Self-service and omnichannel engagement for CSM we have noted them here. {#dfrn3-selfserviceandomnichannelengagementforcsm-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 Self-service and omnichannel engagement for CSM we have noted them here. {#dfrn3-selfserviceandomnichannelengagementforcsm-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | * Integrate with contact centers using Contact Center Integration Core to import data from a third party contact center as a service (CCaaS) application. * Better integrate with contact centers by adding call controls to Agent Workspace with Interaction Controls Component (ICC). * Enhance B2B customer support through ServiceNow® self-service capabilities with the new Business Portal. * Provide a consistent experience for agents handling omnichannel interactions through email interactions, which preserve the context for agents by associating the email conversation between the agent and the customer. * Improve contact center efficiency by helping avoid the creation of duplicate cases through the use of the Email as an Interaction feature. See [Omnichannels for communicating with customers](https://www.servicenow.com/docs/access?context=omnichannels-communicating-customers&family=yokohama&ft:locale=en-US), [Self-service](https://www.servicenow.com/docs/access?context=self-service-options-csm-customers&family=yokohama&ft:locale=en-US), and [Playbooks for Portals](https://www.servicenow.com/docs/access?context=playbooks-for-portals&family=yokohama&ft:locale=en-US) for more information. | [ ]