Workforce Optimization for Customer Service CSM release notes

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • The ServiceNow® Workforce Optimization for Customer Service application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Workforce Optimization for Customer Service was enhanced and updated in the Yokohama release.

    Workforce Optimization for Customer Service Highlights for the Yokohama release

    • Equip managers with comprehensive, real-time insights for continuous optimization.
    • Enable managers to take prompt action with key alerts organized by priority.
    • Provide real-time visibility into performance KPIs, work item status, and agent performance.

    See for more information.

    Important:
    Workforce Optimization for Customer Service is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Yokohama release

    Empower managers with real-time insights and actionable metrics, organized in a unified view, to drive performance optimization and facilitate prompt action.
    Note:
    Existing customers on release versions prior to the Yokohama release can still view the old .

    Activation information

    Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

    Accessibility information

    Screen reader support has been extended to ARIA labels for buttons in CSM Workforce Optimization for Customer Service. The support provides users who rely on assistive technology with an explanation of button actions, such as the toggle button.

    Related ServiceNow applications and features

    Advanced Work Assignment
    Automatically assign work items to your agents based on their availability, capacity, and skills using ServiceNow® Advanced Work Assignment.
    Skills Management
    Assess the skills that your organization needs, identify gaps, and plan for the hiring and training of your teams using ServiceNow® Skills Management.
    CSM Workspaces
    Agents can swap shifts, manage their time-off requests and approvals, and complete assigned training using ServiceNow® CSM Agent Workspace.