--- 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 Customer Success Management release notes for upgrades from Xanadu to Zurich # Combined Customer Success Management 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) 9 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 Customer Success Management Release Notes for Upgrades from Xanadu to Zurich This consolidated guide provides essential information for ServiceNow customers upgrading Customer Success Management (CSM) from the Xanadu release family through to Zurich. It summarizes new features, changes, activation details, and important upgrade considerations to help you prepare effectively for your upgrade. The document highlights enhancements introduced in each release family and ensures you understand the evolution of CSM capabilities, enabling better customer engagement and success management. Show full answer Show less ## New Features * **Xanadu:** Introduced core onboarding and data management capabilities including the Account Onboarding Playbook for structured workflows, onboarding home page for case monitoring, enhanced data import and validation tools, recommended actions with guided decision trees, and accessibility of onboarding cases via the Consumer Service Portal. Key features also include customer success engagement monitoring, success plays and blueprints, and risk and health frameworks to track customer engagement health and risks. * **Yokohama:** Added advanced frameworks such as the Health Framework for business and operational indicators, Risk Framework for tracking and mitigating relational risks, Success Blueprint Builder for standardized engagement objectives, and enhancements to touchpoints for managing customer interactions. Notably, generative AI was introduced for summarizing onboarding cases, engagements, and touchpoints. * **Zurich:** Focused on data-driven health scoring with a Calculated metric data source and expanded data retrieval via Table type data sources, including integration with external data through Zero Copy Connector Hub. New risk and issues visualization tools, granular admin roles for more secure configuration management, server-side enforcement of read-only fields, and a comprehensive Success Report Dashboard enable portfolio-wide engagement monitoring. Additional features include product adoption analytics, implementation tracking, engagement hierarchy and timeline views, contextual color bands for metrics, and the introduction of the Coral theme with an optional dark mode for improved user experience. ## Changes * **Yokohama:** Introduced Success Portfolio and engagement page enhancements to provide greater visibility into engagement health, risk trends, and objectives. * **Zurich:** Updated user interface with the Coral theme as default for portals and mobile, offering a refreshed, brand-neutral experience and dark theme option. ## Activation and Upgrade Considerations Customer Success Management is available via the ServiceNow Store across all releases. Customers should request installation through the store and review cumulative release notes for version history. Prior to upgrading to Zurich, specific pre- and post-upgrade tasks must be reviewed and completed, such as running migration scripts to enable new health score calculations when upgrading from versions 5.3.10 or earlier. ## Key Outcomes for ServiceNow Customers * Streamlined onboarding workflows and comprehensive visibility into onboarding progress and risks improve the efficiency of customer onboarding processes. * Enhanced health and risk frameworks enable proactive identification and mitigation of customer engagement issues, helping reduce churn and increase satisfaction. * Robust data import, validation, and analytics capabilities facilitate accurate data management and insightful engagement monitoring. * New administrative roles and server-side protections strengthen security and governance for Customer Success Management configurations. * The Success Report Dashboard and engagement hierarchy views provide managers with holistic oversight of their customer portfolio, supporting data-driven decision making. * Improved UI with the Coral theme and dark mode enhances user experience across portals and mobile devices, aiding adoption and usability. * Integration readiness through external data sources and CRM connectivity supports extended customer success workflows within the ServiceNow ecosystem. 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. {#dfrn3-customersuccessmanagement-summary__entry__2} | 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. {#dfrn3-customersuccessmanagement-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Account onboarding playbook](https://www.servicenow.com/docs/access?context=account-lifecycle-playbook-overview&family=xanadu&ft:locale=en-US) : Manage your account onboarding with the Customer Success Management playbook, which contains activity definitions for onboarding workflows that include key details such as onboarding status and progress, and shares clear instructions on when tasks should be delivered to various stakeholders. [Account onboarding home page](https://www.servicenow.com/docs/access?context=account-lifecycle-events-onboarding-landing&family=xanadu&ft:locale=en-US) : Monitor onboarding cases assigned to you, including case tasks, data capture tasks, and associated risks. [Data import and validation](https://www.servicenow.com/docs/access?context=account-lifecycle-import-flow&family=xanadu&ft:locale=en-US) : * Upload and process multiple files to the staging table simultaneously. * Use the Data Import Builder to configure data sources and transform maps for importing data. * Perform field and record level data validations in the Data Validation Assist table. Additionally, 8 pre-configured field level validations are also available with the base system. [Recommended actions for account onboarding](https://www.servicenow.com/docs/access?context=account-lifecycle-events-recommend-action&family=xanadu&ft:locale=en-US) : Provide guidance and recommended actions to the user based on the context of the current record so agents can take appropriate actions as required. Additionally, agents can use guided decision trees to navigate and troubleshoot the onboarding process. [View account onboarding cases in the Consumer Service Portal](https://www.servicenow.com/docs/access?context=account-lifecycle-view-csm-portal&family=xanadu&ft:locale=en-US) : View Customer Success Management onboarding case records or case task records on the CSM portal to see details of the Customer Success Management onboarding journey. [Improve adoption and reduce attrition with Customer Success](https://www.servicenow.com/docs/access?context=account-lifecycle-events-customer-success-about&family=xanadu&ft:locale=en-US) : Use the Customer Success feature to engage with your customers, mitigate risks by running success plays, and identify opportunities for expansion and renewals. * Monitor your success portfolio on the Success landing page. View the status of your current engagements, upcoming renewals, and new engagements. * View engagement details including success initiatives, success blueprint, and monitor your success cases. * Create success plays and success blueprints to define manual or automated activities using the workflow launcher. | | Yokohama | [Health framework](https://www.servicenow.com/docs/access?context=account-lifeycle-health-frmwk&family=yokohama&ft:locale=en-US) : Define the key business and operational indicators and their impact on the overall health of an engagement. You can provide insights that help identify the trends and determine if the engagement is stable. [Risk framework](https://www.servicenow.com/docs/access?context=account-lifecycle-risk-frmwrk&family=yokohama&ft:locale=en-US) : Centralize, track, and monitor the relational risks so that you can reduce customer turnover. You can identify risk signals and create repeatable remediation plans. [Success blueprint builder](https://www.servicenow.com/docs/access?context=account-lifecycle-success-blueprint&family=yokohama&ft:locale=en-US) : Create standardized objectives and outcomes for an engagement. Your customer success managers can prioritize the requirements and identify the outcomes that provide the maximum customer impact. [Success initiative roadmap](https://www.servicenow.com/docs/access?context=account-lifecycle-success-roadmap&family=yokohama&ft:locale=en-US) : Create a timeline view of the success initiatives and view the status, timing, and priority of these activities. [Touchpoints enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-touchpoints&family=yokohama&ft:locale=en-US) : Use a touchpoint to track and manage your customer interactions through meetings and emails. With the touchpoint planner, you can help to ensure that all customer interactions and related activities are taking place on time with expected results. [Case summarization for onboarding cases, engagements, and touchpoints](https://www.servicenow.com/docs/access?context=now-assist-spmc&family=yokohama&ft:locale=en-US) : Use generative AI to get a high-level summary of the status of your engagements, onboarding cases, and touchpoints. | | Zurich | [Calculate health score](https://www.servicenow.com/docs/access?context=account-lifecycle-setup-health-defn&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=account-lifecycle-define-data-source-table&family=zurich&ft:locale=en-US) : 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 Zero Copy Connector Hub application and create data fabric tables. [Risk and issues page](https://www.servicenow.com/docs/access?context=account-lifecycle-risk-issues-page&family=zurich&ft:locale=en-US) : Use the risk timeline visualization to manage the risk occurrences. [Granular admin roles](https://www.servicenow.com/docs/access?context=account-lifecycle-success-roles&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=account-lifecycle-read-only&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=account-lifecycle-success-report-overview&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=account-lifecycle-product-adopt&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=account-lifecycle-imp-record&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=account-lifecycle-view-engage&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=account-lifecycle-touchpoint-planner&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=account-lifecycle-setup-color-banding&family=zurich&ft:locale=en-US) : 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. {#dfrn3-customersuccessmanagement-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Success portfolio](https://www.servicenow.com/docs/access?context=account-lifecycle-success-landing&family=yokohama&ft:locale=en-US) : The Success portfolio dashboard provides visibility into the overall health of a customer success manager's portfolio. With this dashboard, you can view the health of an engagement, individual indicators, health and risk trends, and touchpoints. [Engagement page enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-view-engage&family=yokohama&ft:locale=en-US) : Use the engagement home page to see a high-level overview of an engagement. You can also view the current health score, identify issues, and monitor objectives and outcomes. [Data import enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-import-data&family=yokohama&ft:locale=en-US) : Optimize the onboarding process by importing and publishing a large amount of data and resolve any errors or issues​ quickly. | | Zurich | 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. | [ ] ## Removed Between your current release family and Zurich, some Customer Success Management features or functionality were removed. {#dfrn3-customersuccessmanagement-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 Customer Success Management features or functionality were deprecated. {#dfrn3-customersuccessmanagement-summary__entry__34} | 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. {#dfrn3-customersuccessmanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Install Customer Success Management by requesting it 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=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Install Customer Success Management by requesting it from 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: Customer Success Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install Customer Success Management by requesting it 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=zurich&ft:locale=en-US). Important: Customer Success Management is 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 Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-summary__entry__58} | 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. {#dfrn3-customersuccessmanagement-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | [ ] ## Localization information If there are specific localization considerations for Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * Improve customer experience with process-based playbooks for onboarding cases. * View onboarding cases and case tasks on the Customer Service Portal. * Improve data capture and validation with the Data Import Builder and Data Validation Assist features. * Define and measure business outcomes with documented success plans to promote value. * Create customer engagements and monitor their health and evaluate progress. See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | * Define, measure, and track the overall health of an engagement and monitor risk signals and issues. * Manage all customer interactions in a single place and organize them with the touchpoint calendar. * Create templates to define common success objectives and outcomes and associate them with a product. * Use ServiceNow Otto for Telecommunications, Media, and Technology (TMT) to summarize account onboarding cases, engagements, and touchpoints. * Integrate your ServiceNow instance with external Customer Relationship Management (CRM) platforms during the engagement life cycle. See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=yokohama&ft:locale=en-US) for more information. | | 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](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=zurich&ft:locale=en-US) for more information. | [ ]