--- 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 Proactive Service Experience Workflows release notes for upgrades from Xanadu to Zurich # Combined Proactive Service Experience Workflows 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) 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 Proactive Service Experience Workflows Release Notes for Upgrades from Xanadu to Zurich This consolidated guide provides ServiceNow customers with essential information about the Proactive Service Experience Workflows upgrades from the Xanadu release family through to Zurich. It details new features, changes, activation instructions, and highlights to help customers prepare for and successfully complete their upgrade to Zurich. Show full answer Show less ## New Features * **Customer Service Problem Management (Xanadu):** Enables end-to-end management of service problem cases, including reviewing, diagnosing, and resolving issues. * **Account 360 Analytics:** Offers a centralized dashboard for better insights into customers, services sold, and ongoing account tasks. * **Proactive Case Creation (Yokohama):** Allows creation of proactive cases from incidents and service problem cases from workspace or Customer Service Portal, streamlining issue tracking and resolution. * **Integration with External Systems:** Supports submitting outbound service test run requests to external southbound systems from Technology Product Support Cases. * **ServiceNow Otto for Telecommunications, Media, and Technology (TMT):** Provides capabilities to summarize service problem cases, generate resolution notes, draft and refine knowledge articles, and summarize test outcomes to assist agents in delivering personalized and informed resolutions. * **Granular Admin Roles (Zurich):** Introduces roles that enable developers and administrators to perform specific administrative configurations for Proactive Service Experience Workflows and Product Support for Technology without full admin privileges. * **Expanded Diagnosis and Resolution:** Enhances capabilities to diagnose and resolve incidents, change requests, and product support cases with manual task creation and workflow integration. ## Changes * **Renaming:** The Technology Product Support Case menu is renamed to Product Support for Technology Case for clarity. * **UI Enhancements:** The new Coral theme is now the default for portals, web, and mobile experiences, featuring a brand-neutral design and an optional dark theme to improve usability and reduce eye strain. ## Activation and Installation Proactive Service Experience Workflows can be installed or upgraded by requesting the application from the ServiceNow Store. No additional activation changes or browser requirements have been introduced in Zurich. ## Accessibility and Localization The Coral theme includes a dark mode option to enhance accessibility by reducing eye strain and improving readability. There are no new localization updates for this release. ## Practical Impact for ServiceNow Customers * Customers benefit from enhanced problem management and analytics tools that improve case handling efficiency and service quality. * The integration with external systems and advanced AI-powered summarization tools streamline diagnostics and knowledge management, reducing resolution times. * Granular admin roles improve security and delegation of administrative tasks, enabling more controlled configuration management. * The updated user interface and theming options improve user experience across portals and mobile devices. Consolidated page of all release notes for Proactive Service Experience Workflows from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Proactive Service Experience Workflows 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 Proactive Service Experience Workflows to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=xanadu&ft:locale=en-US) : Manage the entire process of reviewing, diagnosing, and providing a resolution for service problem cases with Customer Service Problem Management. [Proactive Service Experience Workflows Account 360 Analytics](https://www.servicenow.com/docs/access?context=review-customer-account-360-psew&family=xanadu&ft:locale=en-US) : Better understand your customers, the services sold, and the progress of ongoing customer account tasks through a centralized dashboard. | | Yokohama | [Redirection to the right case type](https://www.servicenow.com/docs/access?context=generate-proactive-cases&family=yokohama&ft:locale=en-US) : Create a proactive case from an incident in the Proactive Service Experience Workflows. [Playbook stages and activities](https://www.servicenow.com/docs/access?context=tech-product-support-playbook-stages&family=yokohama&ft:locale=en-US) : Diagnose the issue in the troubleshoot stage in the Technology Product Support Case playbook. Create the resolution task to solve the issue. [Integrate with external southbound systems](https://www.servicenow.com/docs/access?context=tech-product-outbound-flow&family=yokohama&ft:locale=en-US) : In the Technology Product Support Case, you can submit outbound service test run requests to various external systems by integrating the application with the external southbound systems. [Create a service problem case from the workspace](https://www.servicenow.com/docs/access?context=create-service-problem-case&family=yokohama&ft:locale=en-US) : Create a service problem case for a customer raised issue so that an agent can work on it and resolve the service-related problem. Record generation capability via playbooks for customer service problem management. [Create a service problem case in the Customer Service Portal](https://www.servicenow.com/docs/access?context=create-a-product-case-from-the-customer-service-portal&family=yokohama&ft:locale=en-US) : Create a service problem case to report an issue about the service from the Customer Service Portal. [Summarize a service problem case](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-case&family=yokohama&ft:locale=en-US) : Use the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) to provide concise, context-driven summaries specific to each case. This feature enables agents to confirm that critical case details are captured, and enable them to provide personalized and informed resolutions. [Generate the resolution notes for a service problem case using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution&family=yokohama&ft:locale=en-US) : Generate resolution notes and then shorten or elaborate the content using the Now Assist context menu in the resolution notes field of the case form, in both the Core UI (UI16) and Workspace. [Generate a knowledge article](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-knowledge-article&family=yokohama&ft:locale=en-US) : You can now select and gather insights and data from multiple similar cases to draft an article by using ServiceNow Otto for TMT. You can revise the content in existing Knowledge articles by using the Now Assist icon (![Now assist icon.]()), which is accessible as an inline capability, and create and refine Knowledge articles. [Summarize test for a technology product support case using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-tech-support-case&family=yokohama&ft:locale=en-US) : Generate the test run summary for a technology product support case record to understand the context of test outcomes and the root cause of the problem. [Components installed with Customer Service Problem Management](https://www.servicenow.com/docs/access?context=spm-components&family=yokohama&ft:locale=en-US) : Create roles for customer service problem management so that agents and customers can create service problem cases. | | Zurich | [Components](https://www.servicenow.com/docs/access?context=components-psew&family=zurich&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Proactive Service Experience Workflows without requiring the full admin role. [Components](https://www.servicenow.com/docs/access?context=components-product-support-case&family=zurich&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Product Support for Technology without requiring the full admin role. [Diagnose and resolve an incident](https://www.servicenow.com/docs/access?context=diagnose-reslove-incident-psew&family=zurich&ft:locale=en-US) : Diagnose the incident in the Proactive Service Experience Workflows and create the resolution task manually to resolve the issue. [Diagnose and resolve a change request](https://www.servicenow.com/docs/access?context=diagnose-resolve-case-change-request&family=zurich&ft:locale=en-US) : Review, diagnose, resolve, and close a change request case for the service-related issue experienced by the customer. [Diagnose and resolve](https://www.servicenow.com/docs/access?context=diagnose-resolve-hitechcases&family=zurich&ft:locale=en-US) : Review, diagnose, resolve, and close the Product Support for Technology Case. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Proactive Service Experience Workflows features. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Technology Product Support Case](https://www.servicenow.com/docs/access?context=tech-product-support-case-app&family=zurich&ft:locale=en-US) : Technology Product Support Case menu is renamed to Product Support for Technology Case. 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 Proactive Service Experience Workflows features or functionality were removed. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows features or functionality were deprecated. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Install Proactive Service Experience Workflows by requesting it from the ServiceNow Store. | | Yokohama | No updates for this release. | | Zurich | Activation information : Install Proactive Service Experience Workflows by requesting it from the ServiceNow® Store. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows, such as specific requirements or compliance levels. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * Enable customer service agents to efficiently identify and resolve customer service problems using the Customer Service Problem Management application. * Enable the operations team to manage and monitor operational data through a centralized analytical dashboard. See [Proactive Service Experience Workflows](https://www.servicenow.com/docs/access?context=assurance-workflows&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | No updates for this release. | | Zurich | * Diagnose the incidents and change requests in the Proactive Service Experience Workflows. Create a resolution task manually to resolve the issue. * Run the diagnostics from the contextual panel in the Proactive Service Experience Workflows, Incident, Change request, and Product Support for Technology playbook. * Execute tests for a Configuration Item (CI) in the Proactive Service Experience Workflows, Change request, and Product Support for Technology playbook. For Configuration Items (CIs), run related tests directly from the CI form view. * Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table. * Technology Product Support Case application is renamed to Product Support for Technology * Technology Product Support Case application is renamed to Product Support for Technology. See [Proactive Service Experience Workflows](https://www.servicenow.com/docs/access?context=assurance-workflows&family=zurich&ft:locale=en-US) for more information. | [ ]