--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined Case management for CSM release notes for upgrades from Yokohama to Zurich # Combined Case management for CSM release notes for upgrades from Yokohama to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 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 Case Management for CSM Release Notes for Upgrades from Yokohama to Zurich This document consolidates all release notes related to Case Management for Customer Service Management (CSM) covering upgrades from the Yokohama release to Zurich. It helps ServiceNow customers understand new features, changes, deprecations, and important upgrade considerations to ensure a smooth transition and optimal use of Case Management capabilities in the Zurich release. Show full answer Show less ## Key Features * **Case Management for Invoice Operations (Yokohama)**: Enables creating cases for multiple invoices or specific invoice lines, facilitating invoice dispute resolution and corrections. * **Process Mining Enhancements (Yokohama)**: Uses LLM-based work notes analysis to identify operational delays and improve resolution times. * **Quick Start Tests for CSM (Both Releases)**: After upgrades or new deployments, these tests verify Customer Service Management functionality and can be customized for customer-specific configurations. * **Recommend Service Definitions (Zurich)**: Agents receive service recommendations based on case context such as descriptions, improving case handling efficiency. * **Task Plan Templates (Zurich)**: Create reusable templates defining task sequences and conditions in business processes, with role- and location-based sharing and access control to maintain operational integrity. * **Service Portal Record Producers (Zurich)**: Agents can launch record producers directly from case type selectors in CRM Workspace, enhancing case creation workflows. * **Multiple Entitlements Association (Zurich)**: Allows associating multiple entitlements linked to customer accounts, products, and contracts with cases and case lines for accurate service coverage tracking. * **Filtering Service Definitions (Zurich)**: Enables agents to filter available service definitions by user roles, groups, or entity criteria such as location and customer level, ensuring relevant options are surfaced. * **Customer Service Case Types App Move (Zurich)**: This app has transitioned to the ServiceNow Store, with future enhancements delivered through the store app rather than family releases. * **Coral Theme (Zurich)**: Introduces a fresh, brand-neutral default theme for portals and mobile experiences, including a dark mode option. * **Workflow Migration (Zurich)**: Legacy workflows for Targeted Communications and Case Digests are now low-code flows in Workflow Studio, maintaining existing functionality with improved management. * **Security Enhancements (Zurich)**: Implementation of Deny-Unless ACLs restricts non-authenticated user access to CSM tables, enhancing data protection. ## Changes * Case Line table now includes Install Base and Asset reference fields reflecting account and product information (Yokohama). * Process Mining Content Pack enhancements restrict viewer roles and enable administrators to create read-only templates that customers can copy or import. * Task plan template sharing supports granular access control, ownership management, global templates, customized layouts, and in-app notifications to ensure secure and efficient collaboration. * Case lines now support associating multiple entitlements tied to customer purchases. * Customer Service Case Types plugin has moved to the ServiceNow Store, requiring customers to transition to the store version upon upgrade. ## Deprecations * Customer Service CTI Demo Data is being deprecated starting from Yokohama; it will no longer activate on new instances but remains supported. * The Customer Service Case Types family plugin is prepared for deprecation in Zurich, replaced by the store plugin version automatically during upgrade. ## Upgrade and Activation Guidance * Before upgrading to Zurich, review and complete pre- and post-upgrade tasks related to Case Management for CSM. * Activation remains consistent: Customer Service Management is enabled via the Customer Service plugin (com.sncustomerservice) in both Yokohama and Zurich. ## Browser and Accessibility Requirements * ServiceNow workspaces do not support mobile devices, Internet Explorer, or the legacy Microsoft Edge browser; use Microsoft Edge Chromium or other supported browsers. * No changes to accessibility and localization requirements reported between Yokohama and Zurich releases. ## Practical Benefits for ServiceNow Customers * Enhanced case management efficiency via service recommendations, task plan templates, and entitlement management. * Improved security and compliance with Deny-Unless ACLs and data privacy classifications. * Simplified upgrade path with clear activation instructions and compatibility considerations. * Streamlined user experience through the new Coral theme and low-code workflow updates. * Access to latest features and improvements through the move of Customer Service Case Types to the ServiceNow Store. Consolidated page of all release notes for Case management for CSM from Yokohama to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Case management for CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama 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 Case management for CSM to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-casemanagementforcsm-summary__entry__2} | Release | Release notes | |-|-| | 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 Case management for CSM. {#dfrn3-casemanagementforcsm-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | [Case Management for Invoice Operations](https://www.servicenow.com/docs/access?context=csm-invoice-operations&family=yokohama&ft:locale=en-US) : Use the Case Management for Invoice Operations application (com.sn_csm_invoice) to create cases for multiple invoices or for specific invoice lines. Agents can use these cases to process invoice-related services such as invoice disputes or requested corrections. [Process mining](https://www.servicenow.com/docs/access?context=process-mining&family=yokohama&ft:locale=en-US) : Use the following features to find process improvement opportunities: * Use work notes analysis to learn the operational reasons behind activity transitions. This feature is Now LLM based. * Mine the configured base system project to investigate the causes and get a clear view of the long resolution times and delays. [Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=yokohama&ft:locale=en-US) : After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations. | | Zurich | [Recommend service definitions based on case context](https://www.servicenow.com/docs/access?context=csm-service-definitions&family=zurich&ft:locale=en-US) : Recommend the most relevant services to an agent based on the record context, such as the short description or description of the interaction. [Task plan templates](https://www.servicenow.com/docs/access?context=task-plan-templates&family=zurich&ft:locale=en-US) : Create templates that define the repeatable tasks and records that need to be created for business processes. Define the tasks, set the task order, and create conditions that determine when these tasks and records are created. [Customer Service Case Types - Enable the service selector to launch record producers](https://www.servicenow.com/docs/access?context=csm-service-definition-catalog-items&family=zurich&ft:locale=en-US) : Use the Service Portal record producers when your agents are creating cases in CRM Workspace. Agents can select the service definitions from the case type selector and launch the record producers. [Add multiple entitlements to a case](https://www.servicenow.com/docs/access?context=add-entitlement-to-case&family=zurich&ft:locale=en-US) : View the available entitlements on a customer service case and associate the multiple entitlements to the case. Available entitlements are associated with the account or consumer, product, and contract selected on the case record. [Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=zurich&ft:locale=en-US) : After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Case management for CSM features. {#dfrn3-casemanagementforcsm-summary__entry__14} | Release | Release notes | |-|-| | Yokohama | [Case lines and workflows](https://www.servicenow.com/docs/access?context=case-line-form&family=yokohama&ft:locale=en-US) : The Case Line table (sn_case_line) includes the Install base and Asset reference fields. These fields display information based on the selected account and product. [Process mining](https://www.servicenow.com/docs/access?context=process-config-builder&family=yokohama&ft:locale=en-US) : Use the process mining enhancements to improve processes as needed: * Removed the viewer role from all records in the Process Mining Content Pack for Customer Service Management (CSM). * Set process configurations as read-only templates, deletable only by a process mining administrator. You can enable customers to copy the template or import specific parts into their custom configuration. | | Zurich | [\[Placeholder link text to key sharing-task-plan-template\]](https://www.servicenow.com/docs/access?context=sharing-task-plan-template&family=zurich&ft:locale=en-US) : Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity. Sharing task plant template features include: * Access control: Users can now provide access to task plan templates at various levels, including user, group, and service organization. * Ownership Management: The Owner or an Admin can change the ownership of a Template by updating the Owner field. * Global template: Task plan templates can be marked as global, making them visible to all users with read access. * Form and List Layouts: Admins can view and edit form and list layouts for sharing, displaying all relevant fields. * Notifications: In-app notifications are sent when access is granted, Selecting the notification opens the shared template directly. [Task plan template configurations](https://www.servicenow.com/docs/access?context=task_plan_template_configurations&family=zurich&ft:locale=en-US) : Admins can create configurations for task plan templates that pre-fill information when creating a new task plan template. [Filtering service definitions](https://www.servicenow.com/docs/access?context=csm-service-definitions&family=zurich&ft:locale=en-US) : Enable agents to filter the service definitions that are shown on the service selector in the following ways: * By user, role, group, or agent * By entity critera such as location, customer level, or related entities [Case lines for Case Management - Add multiple entitlements to case lines](https://www.servicenow.com/docs/access?context=csm-case-mgmt-case-lines&family=zurich&ft:locale=en-US) : View the available entitlements on a case line and associate the multiple entitlements to that case line. Available entitlements are associated with the contracts and entitlements that are purchased by the customer. [Customer Service Case Types moved from family to store release](https://www.servicenow.com/docs/access?context=customer-service-case-types&family=zurich&ft:locale=en-US) : Starting with the Zurich release, the Customer Service Case Types application (sn_csm_case_types) has moved to the ServiceNow Store. Any new enhancements to this application are delivered through the Customer Service Case Types store app. 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. [Targeted Communications](https://www.servicenow.com/docs/access?context=targeted-comm-publication-workflows&family=zurich&ft:locale=en-US) and [Case Digests](https://www.servicenow.com/docs/access?context=customer-service-case-digests&family=zurich&ft:locale=en-US) workflows : Legacy workflows for the Targeted Communications (com.sn_publications) and Case Digests (com.sn_csm_case_digest) applications have been migrated to low-code flows in Workflow Studio. The functionality of the flows remains the same. [Classifying sensitive data](https://www.servicenow.com/docs/access?context=dps-data-privacy-overview&family=zurich&ft:locale=en-US) : Fields in the Customer Service Management and Targeted Communications tables are mapped to the Data Privacy data classes. For more information, see the [Data privacy overview](https://www.servicenow.com/docs/access?context=dps-data-privacy-overview&family=zurich&ft:locale=en-US) topic in the ServiceNow® Platform Security documentation. Deny-Unless ACLs implemented on CSM tables : Deny-Unless access control lists (ACLs) were implemented on CSM tables for non-authenticated users, such as users with public roles. With this minimum-security setting, only authenticated users can perform read, write, delete, or create actions on these tables. For more information about Deny-Unless ACLs, see the [Deny-Unless ACL](https://www.servicenow.com/docs/access?context=acl-denial-behavior&family=zurich&ft:locale=en-US) topic in the ServiceNow® Platform Security documentation. | [ ] ## Removed Between your current release family and Zurich, some Case management for CSM features or functionality were removed. {#dfrn3-casemanagementforcsm-summary__entry__20} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Case management for CSM features or functionality were deprecated. {#dfrn3-casemanagementforcsm-summary__entry__26} | Release | Release notes | |-|-| | Yokohama | Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. ServiceNow Voice with Amazon Connect provides the latest experience for this functionality. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support Knowledge Base. | | Zurich | * Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. ServiceNow Voice with Amazon Connect provides the latest experience for this functionality. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support Knowledge Base. * Starting with the Zurich release, the Customer Service Case Types plugin is available as a store plugin and, as such, the family version of the plugin is being prepared for future deprecation. Upon upgrading, customers will automatically move to the store version of the plugin. It will be hidden from the family plugins and no longer installed on new instances but will continue to be supported as a store plugin. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. | [ ] ## Activation information Review information on how to activate Case management for CSM. {#dfrn3-casemanagementforcsm-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | Activation information : Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=yokohama&ft:locale=en-US). | | Zurich | Activation information : Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=zurich&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-summary__entry__38} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-summary__entry__44} | Release | Release notes | |-|-| | Yokohama | Browser requirements : ServiceNow workspaces don't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=yokohama&ft:locale=en-US). | | Zurich | Browser requirements : ServiceNow workspaces don't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | [ ] ## Accessibility information Review details on accessibility information for Case management for CSM, such as specific requirements or compliance levels. {#dfrn3-casemanagementforcsm-summary__entry__50} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-summary__entry__56} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Case management for CSM we have noted them here. {#dfrn3-casemanagementforcsm-summary__entry__62} | Release | Release notes | |-|-| | Yokohama | * Create cases for invoice-related services such as invoice disputes or requested corrections with the Case management for Invoice Operations application. * Use process mining to mine the configured base system project to investigate the causes of long resolution times. See [Case management for Customer Service Management](https://www.servicenow.com/docs/access?context=csm-case-management&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity. * View the most relevant services that are available for customers when creating customer service cases. * View and select from the available entitlements that are associated with the customer, product, and contract information to associate multiple entitlements with customer service cases. * Filter the service definitions that are displayed to agents based on such criteria as the assigned role or group, or entity criteria. See [Case management for Customer Service Management](https://www.servicenow.com/docs/access?context=csm-case-management&family=zurich&ft:locale=en-US) for more information. | [ ]