Combined Self-service and omnichannel engagement for CSM release notes for upgrades from Xanadu to Zurich

  • Release version: Zurich
  • Updated June 16, 2026
  • 12 minutes to read

    • Consolidated page of all release notes for Self-service and omnichannel engagement for CSM from Xanadu to Zurich.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Self-service and omnichannel engagement 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 Self-service and omnichannel engagement for CSM 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 Self-service and omnichannel engagement for CSM.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama
    Business Portal
    Support your customers through the Business Portal self-service capabilities, such as knowledge articles, service catalogs, case management, Virtual Agent, and others. Help reduce maintenance effort through low-code configurations on pages with configurable widgets.
    Email as an Interaction
    Enhance case management with the Email as an Interaction feature.
    • Transform emails into interactions, enabling customer communication to be tracked in a central location and help avoid unnecessary case creation.
    • Manage straightforward customer inquiries via email, create cases for more complex issues, or link emails to existing cases.
    • Notify agents on email responses received from customers.
    Contact Center Integration Core
    As an admin, import data automatically from a third-party contact center as a service (CCaaS) application to facilitate external routing and third-party telephony integration in their ServiceNow® instance.
    Note:
    The Contact Center Integration Core is a framework that includes voice call features, which doesn't work unless CCaaS implements it.
    • Import records such as queues, skills, and wrap-up codes from a third party into your ServiceNow instance.
    • Maintain data consistency between your ServiceNow instance and third-party systems. Verify that chats and cases are routed to the correct agent and that the correct wrap-up codes are available when dispositioning an interaction.
    Interaction Controls Component (ICC)
    As an agent, manage calls, such as muting, holding, and transferring, directly within the Configurable Workspace. As a part of the new Voice interaction page experience, the ICC framework helps improve workflow efficiency and promotes a consistent agent experience across all channels.
    Note:
    ICC must be integrated with your specific Contact Center as a Service (CCaaS) plugin to establish the telephony connection.
    Connect customers with field agents or third-party support teams in the embedded call interface. Choose between the following transfer options:
    • Consult transfer: Share the call context with the external contact before transferring the customer.
    • Blind transfer: Immediately transfer the call to the external contact.
    OpenFrame Integration to Interaction Controls Component (ICC)
    ICC is a new component for a native call controls interface embedded in Agent Workspace. With the ICC component, you can do the following:
    • Create the state context in OpenFrame to read the state of idle and active call state, and the state of the transfer.
    • Provide iframe sandbox parameters to allow iframe access to security features and to enable additional iframe restrictions.
    • Create an extension point implementation to create and get phone log segments.
    Integrating Conversational SMS with AWS End User Messaging
    Integrate the ServiceNow SMS channel with AWS end-user messaging to engage in conversations with Now Virtual Agent and live agents to address and resolve any customer queries or issues.

    Zurich
    Amazon Connect for voice calls via ICC
    Manage Amazon Connect calls directly in the CSM Configurable Workspace voice Interaction record page. This integration supports inbound and outbound call flows, presence management, and call transfers without switching applications.
    Selecting queues for outbound calls
    Enable agents to designate a specific queue for their outbound calls directly from the keypad or the phone directory in the Global Call window to improve routing and reporting. This provides a streamlined search interface that enables agents to find and select a single queue that can be applied across all outbound dialing methods.
    Integrating WhatsApp with Customer Service Management using the WhatsApp Cloud API
    Connect directly to WhatsApp Cloud API for more reliable, feature-rich customer support without third-party dependencies. The key capabilities include the following:
    • Send and receive text messages for direct customer communication.
    • Exchange images, videos, audio files, and documents for clearer, more contextual conversations.
    • Simplify customer input with list pickers and location sharing.
    • View typing indicators for more natural conversational flow.
    • Automatically capture and record customer opt-in and opt-out messages to ensure compliance with WhatsApp's messaging policies.
    Defining CCaaS callbacks
    • Offer callers a callback option that lets them retain their position in the queue and receive a call when an agent is available. Alternatively, callers can choose a specific date and time for the callback, also known as scheduled callback.
    • As an agent, view callback requests in the order that they're received.
    CCaaS callback features
    As an agent, address callback requests from the CSM Configurable Workspace. Initiate callbacks and manage active calls with the Callback context card and Callback Actions component on the voice interaction page.

    On the Callback actions component, you can use the Call number option to initiate a call; alternatively, the call can be initiated automatically at the end of the preview timer when enabled. After the call has ended, the Close callback option closes the callback interaction and changes the status to Closed complete. Agents can also retry the callback as needed.

    Monitor the callback life cycle and capture the preview time that measures the time between when an agent accepts the callback request and the agent dials out the customer.

    Global call list
    Switch between workspaces using the global call list. As a CSM agent, you can accept calls and open interaction records in supported, unsupported, or default workspaces.
    Phone directory
    Access the embedded phone directory in your CSM Configurable Workspace via Interaction Controls Component (ICC) to make outbound calls to external and internal contacts.
    Call resiliency
    Route phone calls to the CSM Configurable Workspace without creating an interaction record, helping agents handle calls even during connectivity issues.
    Voice Controls Simulator tool
    Test and validate voice call UI flows in the CSM Configurable Workspace to ensure CCaaS partners have clear insights into their supported voice control capabilities.
    Monitoring calls
    Enable supervisors to monitor, coach, and barge-in on calls in real time by integrating ServiceNow's native voice call feature within an active call interface.

    Changes

    Between your current release family and Zurich, some changes were made to existing Self-service and omnichannel engagement for CSM features.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama
    Using the email interaction page
    Manage and view customer-related information and past conversations while interacting with customers via email.
    Using the Now Assist in Virtual Agent enhanced chat in self-service portals
    Receive comprehensive and detailed answers with intelligent search and conversational experiences using Now Assist in Virtual Agent. The search results are synthesized from Knowledge Base articles, Virtual Agent articles, and catalog items with links to the sources. The agent retains conversation context across multi-turn questions, promoting continuity and relevance in responses.

    Zurich
    Using the email interaction page
    View annotations for the most recent activity along with a compact email header that includes the subject, sender, and receiver details in the activity stream. Focus on new or unread email messages rather than the entire email conversation.

    View or edit the interaction record while drafting an email in a modeless dialog, keeping all relevant information accessible.

    Using Agent Chat
    Leave a chat without ending it for other agents, enabling you to complete your task and exit the chat.

    Confirm before closing a chat tab to avoid unintentionally leaving the chat.

    Enable multiple agents to add wrap-up codes and comments for a single chat.

    Import queues
    Review and update queues imported from a contact center in a post-import page. The post-import page for a queue mirrors the existing post-import pages for skills and wrap-up codes, providing a consistent user experience.
    ICC call control features
    Notify agents when a supervisor is coaching or has joined an active call while monitoring agents directly through the CCaaS system.
    CCaaS callback features
    Callback management has been improved to make handling requests easier for agents. The key changes include:
    • Equip agents to transfer the callback requests before dialing the call, enhancing flexibility in managing customer interactions.
    • Enable scheduled callbacks, which help customers to choose a preferred callback time in addition to the existing ASAP option.
    • Facilitate agents to view the list of queues and other agents for easier callback transfers and efficient customer management.
    • Capture callback reasons more effectively with the expanded Reason for Call field, which includes additional choice values.
    Unified routing of email interactions via CCaaS
    Email interaction handling has been enhanced to improve efficiency and responsiveness in managing customer communications. The key changes include:
    • Support external routing of email interactions.
    • Enable agents to put email interactions on hold while waiting for customer responses.
    • Notify CCaaS when an interaction is put on hold so that CCaaS can free up the agent's capacity for handling other interactions.
    • Send automatic email reminders to customers for interactions that are on hold for a configurable period.
    • Reroute email interactions to available agents when the originally assigned agent is unavailable.
    • Prevent creating outbound email interactions when emails are sent on top of cases.
    Import queues
    Use bulk action to assign service channels to multiple queues simultaneously during queue-import, simplifying queue management for CCaaS integrations.
    Portal Data List widget
    The Data List widget now offers more configuration flexibility and supports dynamic, context‑aware view selection. Key enhancements include:
    • Role‑Based and Guest Views: Use the new role_based_views and guest_view options to define different views for different user roles and for unauthenticated users removing the dependency on a single static view.
    • Automatic URL Parameter Passing: Pass URL parameters automatically into scripts invoked from Data List instance options enabling admins to build richer, multi‑parameter conditions without extra setup.
    • Script‑Based View Selection: Use the Data List Condition Script option to choose a view dynamically. Scripts can evaluate URL parameters and other context to determine the most appropriate view at runtime.
    • Configurable Default Sorting: Define initial sorting behavior using the new sort_by and sort_order options letting the users see a meaningful default order when the list loads.

    Removed

    Between your current release family and Zurich, some Self-service and omnichannel engagement for CSM 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 Self-service and omnichannel engagement for CSM features or functionality were deprecated.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    Starting with the Zurich release, Customer Service CTI Demo Data Plugin and CTI Softphone Plugin are no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base, Components installed with Customer Service CTI Demo Data, and Components installed with CTI Softphone.

    Activation information

    Review information on how to activate Self-service and omnichannel engagement for CSM.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    Install the Engagement Messenger, Playbook for Portals, and Omnichannel applications by requesting them 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.

    Zurich

    Install self-service and omnichannel applications, such as OpenFrame and Interaction Controls Component (ICC), by requesting them from the ServiceNow Store.

    Additional requirements

    If any additional requirements were introduced or changed for Self-service and omnichannel engagement for CSM 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 Self-service and omnichannel engagement for CSM we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    Internet Explorer isn't supported.

    Zurich

    Internet Explorer isn't supported. For more information, see Browser support.

    Accessibility information

    Review details on accessibility information for Self-service and omnichannel engagement for CSM, 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 Self-service and omnichannel engagement for CSM 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 Self-service and omnichannel engagement for CSM we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama
    • Integrate with contact centers using Contact Center Integration Core to import data from a third party contact center as a service (CCaaS) application.
    • Better integrate with contact centers by adding call controls to Agent Workspace with Interaction Controls Component (ICC).
    • Enhance B2B customer support through ServiceNow® self-service capabilities with the new Business Portal.
    • Provide a consistent experience for agents handling omnichannel interactions through email interactions, which preserve the context for agents by associating the email conversation between the agent and the customer.
    • Improve contact center efficiency by helping avoid the creation of duplicate cases through the use of the Email as an Interaction feature.

    See Omnichannels for communicating with customers, Self-service for Customer Service Management, and Playbooks for Portals for more information.

    Zurich
    • Integrate Amazon Connect with Interaction Controls Component (ICC) voice call features to allow agents manage phone interactions directly within their Workspace.
    • Allows agents to select a queue when making outbound calls to improve routing, reporting, and compliance.
    • Integrate WhatsApp Cloud API with CSM to enable rich media messaging, interactive controls, Virtual Agent automation, and Agent Workspace support without third-party dependencies.
    • Enable external routing of email interactions to reduce administrative effort.
    • Improve agent callback transfers for smoother handovers and support customers to request scheduled callbacks.

    See Omnichannels for communicating with customers and ICC for voice calls for more information.