--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined Case management for CSM release notes for upgrades from Xanadu to Zurich # Combined Case management for CSM release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 11 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 for Upgrades from Xanadu to Zurich This consolidated release notes document assists ServiceNow customers in preparing for upgrades from the Xanadu to Zurich releases of Case Management for Customer Service Management (CSM). It summarizes new features, changes, removals, deprecations, activation instructions, browser requirements, accessibility, and highlight information across these releases. The notes emphasize practical upgrade tasks and enhancements that improve case handling, agent experience, and operational efficiency. Show full answer Show less ## New Features * **Xanadu:** * Updated playbook templates in UI Builder, incorporating generative AI and modernized agent experience features like modeless dialogs and activity streams. * Order Operations Case Management app to handle order-related services referencing multiple line items. * Case Lines and Workflows app to associate multiple line items such as orders, invoices, contracts, and sold products with cases. * Quick start tests to validate CSM functionality post-upgrade or deployment, adaptable for customer customizations. * **Yokohama:** * Case Management for Invoice Operations app to create cases for multiple invoices or invoice lines, supporting invoice disputes and corrections. * Process mining enhancements, including AI-driven work notes analysis and configurable base system projects to identify operational inefficiencies. * Continued availability of quick start tests for validation. * **Zurich:** * Recommendation of relevant service definitions to agents based on case context. * Task plan templates to define repeatable business process tasks with configurable conditions and order. * Enabling Service Portal record producers within CRM Workspace to allow agents to launch case creation forms directly from service selectors. * Capability to add and view multiple entitlements on customer service cases and case lines, linked to customer account, product, and contract data. * Continued support for quick start tests to ensure CSM functionality after upgrades or integrations. ## Key Changes * **Xanadu:** * The customer service manager role now includes the approver user role, replacing the approval admin role, allowing managers to approve assigned requests. * Enhanced process mining with rule-based and automated finding definitions to detect inefficiencies. * **Yokohama:** * Case Line table enhancements adding install base and asset references. * Process mining improvements include restricting template modifications to administrators and enabling customers to copy or import templates. * **Zurich:** * Task plan templates now support granular sharing with access control by user, group, or service organization; ownership management; global template visibility; and in-app notifications. * Filtering of service definitions shown to agents based on user roles, groups, or entity criteria like location and customer level. * Multiple entitlements can now be associated at the case line level. * Customer Service Case Types application moved to the ServiceNow Store for future enhancements. * Coral theme introduced as default for portals and workspaces, with a dark mode option. * Legacy workflows for Targeted Communications and Case Digests migrated to low-code flows. * Security enhancements with Deny-Unless access control lists applied to CSM tables for non-authenticated users. ## Removals and Deprecations * No features were removed between Xanadu and Zurich. * CSM Agent Workspace is deprecated starting with Xanadu; CRM Workspace is the supported alternative. * Customer Service CTI Demo Data is preparing for deprecation since Yokohama; ServiceNow Voice with Amazon Connect is the recommended replacement. * Customer Service Case Types plugin is transitioning to a store app in Zurich; family version will be deprecated but remains supported as a store plugin. ## Activation and Requirements * Case Management for CSM is activated by enabling the Customer Service Management plugin (com.sncustomerservice) across all releases. * ServiceNow workspaces do not support mobile devices, Internet Explorer, or legacy Microsoft Edge; supported browsers include Microsoft Edge Chromium and others as specified. ## Accessibility and Localization * Xanadu introduced playbook templates supporting reflow for zoom up to 400% without content loss, enhancing accessibility. * No significant localization updates from Xanadu to Zurich. ## Highlights for ServiceNow Customers * Enhanced playbooks and case lines enable agents to manage complex cases involving multiple items and workflows efficiently. * Process mining tools provide actionable insights to improve case resolution times and operational processes. * Zur Consolidated page of all release notes for Case management for CSM from Xanadu to Zurich. ## 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 Zurich. 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 Zurich Before you upgrade to Zurich, 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. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for Case management for CSM. {#dfrn3-casemanagementforcsm-summary__entry__10} | 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. | | Zurich | [Recommend service definitions based on case context](https://www.servicenow.com/docs/access?context=csm-service-definitions&family=zurich&ft:locale=en-US) : Recommend the most relevant services to an agent based on the record context, such as the short description or description of the interaction. [Task plan templates](https://www.servicenow.com/docs/access?context=task-plan-templates&family=zurich&ft:locale=en-US) : Create templates that define the repeatable tasks and records that need to be created for business processes. Define the tasks, set the task order, and create conditions that determine when these tasks and records are created. [Customer Service Case Types - Enable the service selector to launch record producers](https://www.servicenow.com/docs/access?context=csm-service-definition-catalog-items&family=zurich&ft:locale=en-US) : Use the Service Portal record producers when your agents are creating cases in CRM Workspace. Agents can select the service definitions from the case type selector and launch the record producers. [Add multiple entitlements to a case](https://www.servicenow.com/docs/access?context=add-entitlement-to-case&family=zurich&ft:locale=en-US) : View the available entitlements on a customer service case and associate the multiple entitlements to the case. Available entitlements are associated with the account or consumer, product, and contract selected on the case record. [Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=zurich&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 Zurich, some changes were made to existing Case management for CSM features. {#dfrn3-casemanagementforcsm-summary__entry__18} | 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. | | Zurich | [\[Placeholder link text to key sharing-task-plan-template\]](https://www.servicenow.com/docs/access?context=sharing-task-plan-template&family=zurich&ft:locale=en-US) : Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity. Sharing task plant template features include: * Access control: Users can now provide access to task plan templates at various levels, including user, group, and service organization. * Ownership Management: The Owner or an Admin can change the ownership of a Template by updating the Owner field. * Global template: Task plan templates can be marked as global, making them visible to all users with read access. * Form and List Layouts: Admins can view and edit form and list layouts for sharing, displaying all relevant fields. * Notifications: In-app notifications are sent when access is granted, Selecting the notification opens the shared template directly. [Task plan template configurations](https://www.servicenow.com/docs/access?context=task_plan_template_configurations&family=zurich&ft:locale=en-US) : Admins can create configurations for task plan templates that pre-fill information when creating a new task plan template. [Filtering service definitions](https://www.servicenow.com/docs/access?context=csm-service-definitions&family=zurich&ft:locale=en-US) : Enable agents to filter the service definitions that are shown on the service selector in the following ways: * By user, role, group, or agent * By entity critera such as location, customer level, or related entities [Case lines for Case Management - Add multiple entitlements to case lines](https://www.servicenow.com/docs/access?context=csm-case-mgmt-case-lines&family=zurich&ft:locale=en-US) : View the available entitlements on a case line and associate the multiple entitlements to that case line. Available entitlements are associated with the contracts and entitlements that are purchased by the customer. [Customer Service Case Types moved from family to store release](https://www.servicenow.com/docs/access?context=customer-service-case-types&family=zurich&ft:locale=en-US) : Starting with the Zurich release, the Customer Service Case Types application (sn_csm_case_types) has moved to the ServiceNow Store. Any new enhancements to this application are delivered through the Customer Service Case Types store app. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [Targeted Communications](https://www.servicenow.com/docs/access?context=targeted-comm-publication-workflows&family=zurich&ft:locale=en-US) and [Case Digests](https://www.servicenow.com/docs/access?context=customer-service-case-digests&family=zurich&ft:locale=en-US) workflows : Legacy workflows for the Targeted Communications (com.sn_publications) and Case Digests (com.sn_csm_case_digest) applications have been migrated to low-code flows in Workflow Studio. The functionality of the flows remains the same. [Classifying sensitive data](https://www.servicenow.com/docs/access?context=dps-data-privacy-overview&family=zurich&ft:locale=en-US) : Fields in the Customer Service Management and Targeted Communications tables are mapped to the Data Privacy data classes. For more information, see the [Data privacy overview](https://www.servicenow.com/docs/access?context=dps-data-privacy-overview&family=zurich&ft:locale=en-US) topic in the ServiceNow® Platform Security documentation. Deny-Unless ACLs implemented on CSM tables : Deny-Unless access control lists (ACLs) were implemented on CSM tables for non-authenticated users, such as users with public roles. With this minimum-security setting, only authenticated users can perform read, write, delete, or create actions on these tables. For more information about Deny-Unless ACLs, see the [Deny-Unless ACL](https://www.servicenow.com/docs/access?context=acl-denial-behavior&family=zurich&ft:locale=en-US) topic in the ServiceNow® Platform Security documentation. | [ ] ## Removed Between your current release family and Zurich, some Case management for CSM features or functionality were removed. {#dfrn3-casemanagementforcsm-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Case management for CSM features or functionality were deprecated. {#dfrn3-casemanagementforcsm-summary__entry__34} | 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. | | Zurich | * 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. * Starting with the Zurich release, the Customer Service Case Types plugin is available as a store plugin and, as such, the family version of the plugin is being prepared for future deprecation. Upon upgrading, customers will automatically move to the store version of the plugin. It will be hidden from the family plugins and no longer installed on new instances but will continue to be supported as a store plugin. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?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__42} | 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). | | Zurich | 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=zurich&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__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | 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__58} | 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). | | Zurich | 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=zurich&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__66} | 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. | | Zurich | 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__74} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | 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__82} | 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. | | Zurich | * Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity. * View the most relevant services that are available for customers when creating customer service cases. * View and select from the available entitlements that are associated with the customer, product, and contract information to associate multiple entitlements with customer service cases. * Filter the service definitions that are displayed to agents based on such criteria as the assigned role or group, or entity criteria. See [Case management for Customer Service Management](https://www.servicenow.com/docs/access?context=csm-case-management&family=zurich&ft:locale=en-US) for more information. | [ ]