--- 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 Workforce Optimization for Customer Service CSM release notes for upgrades from Xanadu to Zurich # Combined Workforce Optimization for Customer Service 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) 7 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 Workforce Optimization for Customer Service CSM Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document guides ServiceNow customers on upgrading Workforce Optimization (WFO) for Customer Service Management (CSM) from the Xanadu release family through to Zurich. It outlines new features, changes, activation details, accessibility enhancements, and architectural improvements introduced during these releases. The notes also provide important pre- and post-upgrade tasks to prepare your system for the Zurich version. Show full answer Show less ## New Features * **Performance Metrics for Voice Channel (Xanadu):** Enhanced monitoring and reporting for Amazon Connect voice queues improve queue health management. * **Recurring Meetings in Scheduling (Xanadu):** Schedule and track recurring meetings like training or one-on-one sessions, supporting better team coordination. * **Scheduling Enhancements (Xanadu):** Improved management of time-off and shift swap requests streamlines scheduling processes. * **Manager Workspace Landing Page (Yokohama):** Provides managers with real-time insights and actionable metrics in a unified view to optimize performance and enable prompt decision-making. * **Decoupling Channel Management (Zurich):** Architectural improvements allow Channel Management to be deployed, updated, and scaled independently from other WFO modules, enhancing system stability, scalability, and maintainability. * **Monthly Team Calendar Views (Zurich):** * Managers can view monthly staff alignment and shift details in the Manager Workspace, enabling effective staffing optimization and workload balancing. * Agents can view their monthly schedules, including shifts and time-off requests, in the Configurable CSM or FSM Workspace, facilitating better planning and engagement. ## Changes * **Reflow Support (Xanadu):** Configurable Workspace and Dispatcher Workspace support browser zoom up to 400% without losing content or functionality, enhancing accessibility. * **Coral Theme (Zurich):** Introduces a new default Coral theme for portals, web, and mobile experiences with Next Experience or Core UI enabled, featuring brand-neutral illustrations and an optional dark theme to improve user experience and readability. ## Activation Information Workforce Optimization for Customer Service CSM is available via the ServiceNow Store. Customers must request installation through the store for all releases from Xanadu to Zurich. The ServiceNow Store also provides cumulative release notes for all app versions. ## Accessibility Enhancements * **WCAG 2.1 Level AA Compliance (Xanadu):** The Configurable Workspace now supports accessibility standards, including reflow capability that adapts page layouts to different zoom levels and screen sizes. * **Screen Reader Support (Yokohama):** Extended ARIA labels for buttons improve usability for users relying on assistive technologies. * **Dark Theme Option (Zurich):** Coral theme includes a dark mode for web and mobile, reducing eye strain and enhancing readability. ## Practical Benefits for ServiceNow Customers * Improved flexibility and control over Channel Management deployment, enabling smoother maintenance and upgrades without impacting other WFO components. * Enhanced manager and agent productivity through accessible, comprehensive scheduling views and real-time workforce insights. * Better accessibility compliance ensures a more inclusive experience for users with varying needs. * Modernized user interface with the Coral theme improves usability and visual appeal across devices. Consolidated page of all release notes for Workforce Optimization for Customer Service CSM from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service CSM to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | [Performance metrics for voice channel](https://www.servicenow.com/docs/access?context=components-installed-configurable-wfo-cs&family=xanadu&ft:locale=en-US) : Monitor and manage the health of voice queues on Channel Management by viewing more metrics and reports from Amazon Connect. [Recurring meetings in scheduling](https://www.servicenow.com/docs/access?context=scheduling-configurable-wfo-cs&family=xanadu&ft:locale=en-US) : Schedule and track recurring meetings such as training sessions or one-on-one sessions with teammates. [Scheduling enhancements](https://www.servicenow.com/docs/access?context=swap-agent-shifts-configurable-wfo-cs&family=xanadu&ft:locale=en-US) : Efficiently manage and monitor time off and shift swap requests. | | Yokohama | [Manager Workspace landing page](https://www.servicenow.com/docs/access?context=csm-configurable-manager-workspace-dashboards-new&family=yokohama&ft:locale=en-US) : Empower managers with real-time insights and actionable metrics, organized in a unified view, to drive performance optimization and facilitate prompt action. | | Zurich | [\[Placeholder link text to key decouple-channel-management-dependencies-from-wfo\]](https://www.servicenow.com/docs/access?context=decouple-channel-management-dependencies-from-wfo&family=zurich&ft:locale=en-US) : Decoupling Channel Management from the core Workforce Optimization (WFO) modules is necessary during dependencies or emergency situations. This architectural enhancement supports modular deployment, enabling independent updates or scaling of Channel Management without impacting other workforce engagement features. * Independent Deployment: Channel Management can be deployed independently, allowing for greater flexibility and control. * Reduced Inter-Module Dependencies: The decoupling reduces dependencies between modules, enhancing system stability. * Enhanced Scalability and Maintainability: The new architecture improves scalability and maintainability, making it easier to manage and expand. * Streamlined Future Upgrades: Future upgrades for individual modules can be streamlined, ensuring smoother and more efficient updates. [View the monthly staff alignment on the team calendar in the Manager Workspace](https://www.servicenow.com/docs/access?context=scheduling-configurable-wfo-cs&family=zurich&ft:locale=en-US) : Enable managers to plan, monitor, and adjust staffing more effectively with the month view on the Team Calendar tab in the Schedule page of the Manager Workspace. You can also view staffing and shift details across a full month to optimize and identify gaps in coverage, detect over staffing, and take proactive steps to balance workloads improving operational efficiency and responsiveness. [View the monthly schedule on the team calendar in the Configurable CSM or FSM Workspace](https://www.servicenow.com/docs/access?context=scheduling-configurable-wfo-cs&family=zurich&ft:locale=en-US) : Enable agents to view your upcoming shifts, time-off requests, and availability for the entire month in the month view of the Team Calendar in the CSM or FSM Configurable Workspace. This enables them to better plan their schedules, stay informed, and remain engaged with their work commitments. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Workforce Optimization for Customer Service CSM features. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | [Reflow for Configurable Workspace](https://www.servicenow.com/docs/access?context=auto-reflow&family=xanadu&ft:locale=en-US) : Dispatcher Workspace and Workforce Optimization for Field Service support reflow that enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For more information, see the [Accessibility information](https://www.servicenow.com/docs/access?context=workforce-optimization-csm-rn&family=xanadu&ft:locale=en-US) section that follows. | | Yokohama | No updates for this release. | | 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 Workforce Optimization for Customer Service CSM features or functionality were removed. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM features or functionality were deprecated. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Install Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service 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=yokohama&ft:locale=en-US). Important: Workforce Optimization for Customer Service is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install Workforce Optimization for Customer Service 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: Workforce Optimization for Customer Service 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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM, such as specific requirements or compliance levels. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__66} | Release | Release notes | |-|-| | Xanadu | Accessibility improvements : Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance. Reflow : The Configurable Workspace supports 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. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%. This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See [Reflow for Configurable Workspace](https://www.servicenow.com/docs/access?context=auto-reflow&family=xanadu&ft:locale=en-US) for details. | | Yokohama | Accessibility information : Screen reader support has been extended to ARIA labels for buttons in CSM Workforce Optimization for Customer Service. The support provides users who rely on assistive technology with an explanation of button actions, such as the toggle button. | | 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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * Create and track recurring meetings with managers and their team members in the team calendar. * Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance. See [Exploring Workforce Optimization for Customer Service](https://www.servicenow.com/docs/access?context=explore-configurable-wfo-cs&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | * Equip managers with comprehensive, real-time insights for continuous optimization. * Enable managers to take prompt action with key alerts organized by priority. * Provide real-time visibility into performance KPIs, work item status, and agent performance. See [Exploring Workforce Optimization for Customer Service](https://www.servicenow.com/docs/access?context=explore-configurable-wfo-cs&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Decoupling Channel Management from the core Workforce Optimization (WFO) modules supports modular deployment, enabling independent updates or scaling of Channel Management without impacting other workforce engagement. * Enable managers to view the team calendar in the month view on the Schedule page within the Manager Workspace, providing a broader overview of staffing and shift details. * Enable agents to view the team calendar in the month view within the Configurable CSM or FSM Workspace for better planning and engagement with your work commitments. See [\[Placeholder link text to key bundle-csm.explore-configurable-wfo-cs\]](https://www.servicenow.com/docs/access?context=explore-configurable-wfo-cs&family=zurich&ft:locale=en-US) for more information. | [ ]