Combined Customer Success Management release notes for upgrades from Xanadu to Zurich

zurich Combined Product Files

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zurich

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en-US

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zurich Combined Product Files

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delta3zx

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delta3zx

Combined Customer Success Management release notes for upgrades from Xanadu to Zurich

Release version: Zurich

Updated July 20, 2026

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Summary of Combined Customer Success Management Release Notes for Upgrades from Xanadu to Zurich

This consolidated release note page provides ServiceNow customers with a comprehensive view of all Customer Success Management (CSM) updates from the Xanadu through Zurich releases. It is designed to guide you through the upgrade process by summarizing new features, pending tasks, and key information relevant to transitioning your CSM environment to the Zurich release.

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There were no updates in the Xanadu and Yokohama releases for CSM, with all new capabilities introduced in the Zurich release.

Key Features Introduced in Zurich

Calculate Health Score: Starting with CSM version 5.3.11, you can calculate engagement health scores using the new Calculated metric data source. If upgrading from version 5.3.10 or earlier, running the Set health migration status script is required to enable this functionality.
Define Table Data Source: Enables retrieval and analysis of data from both internal and external tables. To access external data, installation of the Workflow Data Fabric Hub application and creation of data fabric tables are necessary.
Risk and Issues Page: Introduces a risk timeline visualization for managing risk occurrences effectively within engagements.
Granular Admin Roles: Provides more precise administrative role assignments, allowing developers and administrators to perform CSM configuration tasks without full admin privileges, enhancing security and operational control.
Read-Only Field Enhancements: Read-only protections have shifted from client-side to server-side enforcement, preventing unauthorized updates to read-only fields through client-side methods.
Success Report Dashboard: Offers a centralized dashboard displaying a comprehensive view of all engagements within your organizational hierarchy. It facilitates monitoring of engagement metrics, risk indicators, onboarding and adoption insights, as well as expansion and renewal metrics.
Product Adoption and Usage: Tracks product adoption trends to help proactively guide users towards desired outcomes by identifying active or power users and highlighting areas needing additional training or support.
Implementation Record: Centralizes tracking of partner or customer product/service implementation progress, risk identification, and execution of playbooks to mitigate issues.
Engagement Hierarchy and Timeline: Enables viewing aggregate hierarchical data and a chronological list of critical engagement events, supporting informed decision-making and early risk detection.
Contextual Color Bands: Associates visual thresholds with health metric data to better interpret product adoption and usage relative to specific products.

Changes, Removals, and Deprecations

There were no changes, removals, or deprecations in Customer Success Management features between Xanadu and Zurich releases.

Activation and Additional Requirements

The Customer Success Management application must be installed by requesting it from the ServiceNow Store when upgrading to Zurich.
There are no new additional system requirements, browser requirements, or localization considerations introduced in this release.

Highlight Information

The feature previously known as Account Lifecycle Events has been renamed to Customer Success Management to better reflect its capabilities.
Managers can now view a high-level aggregate of their entire customer portfolio, monitor adoption scores, track implementation progress, and analyze engagement hierarchies and timelines.
The new metrics data source allows dynamic calculation of metric values based on weighted sums of other metrics, enhancing data-driven decision-making.
Risk management is enhanced with detailed risk level records visible through the risk occurrence timeline, activity stream components displaying ongoing activities, and related lists accessible via the Related Items tab.

Consolidated page of all release notes for Customer Success Management from Xanadu to Zurich.

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 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 Customer Success Management to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Xanadu	No updates for this release.
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 Customer Success Management.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	Calculate health score Starting with Customer Success Management 5.3.11, you can use the Calculated metric data source to determine the health score for an engagement. If you are upgrading from Customer Success Management 5.3.10 or earlier versions, you must run the Set health migration status script to enable the health score calculation using this data source. Define a table data source Starting with Customer Success Management 5.3.11, you can use the Table type data source to retrieve and analyze data from internal and external tables. To retrieve data from external sources, you must install the Workflow Data Fabric Hub application and create data fabric tables. Risk and issues page Use the risk timeline visualization to manage the risk occurrences. Granular admin roles The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Success Management without requiring the full admin role. Read-only field enhancements Read-only field protections have been moved from the client side to the server side. This move prevents users from updating read-only fields through client-side methods. Success report dashboard Use the Success report dashboard to see the overall view of all the engagements under your hierarchy and manage your entire customer portfolio. Monitor engagement metrics, risk indicators, and get insights into onboarding and adoption status, risk indicators, onboarding and adoption insights, and expansion and renewal metrics. Product adoption and usage Measure product adoption trends and proactively guide users to achieve desired outcomes using products and services that have been purchased. Identify active and power users and areas where additional training or support is required due to low engagement. Implementation record Track the progress of a partner or customer implementing a product or a service. Get a centralized view of the implementation status, identify risks, and run playbooks to mitigate issues. Engagement hierarchy View aggregate hierarchical data for an engagement. Make informed decisions, improve customer satisfaction through detailed tracking, identify risks early, and help prevent escalations. Engagement timeline View a chronological list of critical events related to an engagement. Review timelines to recall past events, customer interactions, and identify any issues. Contextual color bands Associate thresholds and visual representations to health metric data. View product adoption and usage information relative to a specific product.

Changes

Between your current release family and Zurich, some changes were made to existing Customer Success Management features.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Removed

Between your current release family and Zurich, some Customer Success Management features or functionality were removed.


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 Customer Success Management features or functionality were deprecated.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate Customer Success Management.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	Install Customer Success Management by requesting it from the ServiceNow Store.

Additional requirements

If any additional requirements were introduced or changed for Customer Success Management we have noted them here.


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 Customer Success Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for Customer Success Management, such as specific requirements or compliance levels.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich

Localization information

If there are specific localization considerations for Customer Success Management we have noted them here.


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 Customer Success Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	Account Lifecycle Events has been renamed to Customer Success Management. Enable managers to see a high-level aggregate view of their entire customer portfolio. Monitor adoption scores for sold products and track implementation progress for customer engagements. View the engagement hierarchy and timeline of events. Use the new metrics data source to calculate metric values dynamically based on the weighted sums of other metrics. View the detailed information of risk level records in the risk occurrence timeline. The activity stream component displays a list of the activities occurring on a risk signal and issue record. The Related Items tab provides access to the Risk Signal and Issue related lists. Determine the engagement health score from the Calculated data source. Retrieve data from internal and external tables with the Table type data source. See Account Lifecycle Events for more information.