--- 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 Customer Service Problem Management release notes for upgrades from Yokohama to Zurich # Combined Customer Service Problem Management 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) 3 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 Service Problem Management release notes for upgrades from Yokohama to Zurich This consolidated release note provides ServiceNow customers with a clear view of the updates, new features, changes, and other relevant information for Customer Service Problem Management when upgrading from the Yokohama release to the Zurich release. It is designed to help you prepare for the upgrade by summarizing key aspects across the release versions. Show full answer Show less ## New Features in Zurich * **Granular Admin Role:** A refined administrative role allows developers and administrators to perform configuration tasks specifically for Customer Service Problem Management without needing full admin privileges, enhancing security and role management. * **Test Group Setup:** The system now supports setting up test groups that trigger essential tests for service problem cases, incidents, and change requests. This feature aids in identifying root causes efficiently by grouping multiple test definitions. * **Service Problem Case Management:** Enhanced capabilities to review, diagnose, resolve, and close service problem cases related to customer issues, streamlining problem resolution workflows. ## Changes * **Coral Theme as Default:** Zurich introduces the Coral theme as the default for new portal, web, and mobile experiences when using Next Experience or Core UI. This theme offers a fresh, brand-neutral visual style with an optional dark theme to improve user comfort and readability. ## Activation and Installation Customer Service Problem Management and Service Test Management can be installed by requesting them through the ServiceNow Store. The Zurich release emphasizes this activation route to ensure customers can easily enable these functionalities. ## Accessibility The new Coral theme includes a dark theme option for web and mobile, which helps reduce eye strain and enhances accessibility for users working in varied lighting conditions. ## Highlighted Functional Enhancements * Agents can now run diagnostics directly from the contextual panel within the Customer Service Problem Management playbook. * Test groups help agents manage multiple test definitions effectively, improving diagnostic workflows. * Customers can modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table, providing greater control over problem resolution processes. ## Additional Notes * No updates or changes were noted for browser requirements, localization, deprecations, or removals between Yokohama and Zurich releases for Customer Service Problem Management. * Pre- and post-upgrade tasks are recommended for a smooth transition, though no specific changes were detailed in this release note. Consolidated page of all release notes for Customer Service Problem Management from Yokohama to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Service Problem Management 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 Customer Service Problem Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customerserviceproblemmanagement-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 Customer Service Problem Management. {#dfrn3-customerserviceproblemmanagement-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | [Components](https://www.servicenow.com/docs/access?context=spm-components&family=zurich&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Service Problem Management without requiring the full admin role. [Setting up a test group](https://www.servicenow.com/docs/access?context=setting-test-group&family=zurich&ft:locale=en-US) : Enables the system to trigger the required tests for service problem cases, incidents, and change request, helping to identify the root cause of the problem. Test group includes test definitions. [Diagnose and resolve a service problem case](https://www.servicenow.com/docs/access?context=work-on-service-problem-case&family=zurich&ft:locale=en-US) : Review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Customer Service Problem Management features. {#dfrn3-customerserviceproblemmanagement-summary__entry__14} | Release | Release notes | |-|-| | 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 Customer Service Problem Management features or functionality were removed. {#dfrn3-customerserviceproblemmanagement-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 Customer Service Problem Management features or functionality were deprecated. {#dfrn3-customerserviceproblemmanagement-summary__entry__26} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Customer Service Problem Management. {#dfrn3-customerserviceproblemmanagement-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Activation information : Install Customer Service Problem Management and Service Test Management by requesting it from the ServiceNow® Store. Important: Customer Service Problem 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 Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-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 Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-summary__entry__44} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Customer Service Problem Management, such as specific requirements or compliance levels. {#dfrn3-customerserviceproblemmanagement-summary__entry__50} | Release | Release notes | |-|-| | 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 Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-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 Customer Service Problem Management we have noted them here. {#dfrn3-customerserviceproblemmanagement-summary__entry__62} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | * Run the diagnostics from the contextual panel in the Customer Service Problem Management playbook. * As an agent, use the Test group to help group test definitions. The Test group contains multiple test definitions. * Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table. See [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&family=zurich&ft:locale=en-US), [Setting up a test group](https://www.servicenow.com/docs/access?context=setting-test-group&family=zurich&ft:locale=en-US), and [Setting up test definitions](https://www.servicenow.com/docs/access?context=settingup-test-specifications&family=zurich&ft:locale=en-US) for more information. | [ ]