--- 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 Success Management release notes for upgrades from Yokohama to Zurich # Combined Customer Success 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) 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 Customer Success Management Release Notes for Upgrades from Yokohama to Zurich This consolidated guide provides essential information for ServiceNow customers upgrading Customer Success Management (CSM) from the Yokohama release family to Zurich. It summarizes new features, changes, and key upgrade tasks to help you effectively prepare and manage your upgrade process. It also highlights activation, accessibility, and browser requirements relevant to your deployment. Show full answer Show less ## Key Features * **Health Framework:** Define key business and operational indicators to assess engagement health, enabling trend identification and stability assessment. * **Risk Framework:** Centralize risk tracking to reduce customer churn by identifying risk signals and enabling repeatable remediation plans. * **Success Blueprint Builder \& Initiative Roadmap:** Create standardized engagement objectives and outcomes with prioritized success initiatives displayed on a timeline. * **Touchpoints Enhancements:** Manage customer interactions through meetings and emails with a planner ensuring timely and effective engagements. * **Generative AI Case Summarization:** Generate high-level summaries for onboarding cases, engagements, and touchpoints to streamline status reviews. * **Calculated Health Scores (Zurich 5.3.11+):** Dynamically calculate engagement health scores using the Calculated metric data source; includes a script for migration from earlier versions. * **Table Data Source:** Retrieve and analyze data from internal and external tables; external data integration requires the Zero Copy Connector Hub and data fabric tables. * **Risk and Issues Page:** Use risk timeline visualizations for comprehensive management of risk occurrences and related activities. * **Granular Admin Roles:** Assign specific administrative permissions for CSM configuration tasks without granting full admin rights. * **Read-Only Field Enhancements:** Server-side enforcement prevents unauthorized updates, enhancing data integrity. * **Success Report Dashboard:** Monitor engagement metrics, risk indicators, onboarding, adoption, expansion, and renewal across your customer portfolio. * **Product Adoption and Usage Tracking:** Identify active users, measure adoption trends, and target areas needing additional training or support. * **Implementation Record:** Track product or service implementation progress, identify risks, and execute mitigation playbooks. * **Engagement Hierarchy and Timeline:** View aggregated hierarchical data and chronological events to support informed decision-making and proactive risk management. * **Contextual Color Bands:** Visualize health metric thresholds and product adoption relative to specific products for easier interpretation. * **Coral Theme (Zurich):** Experience a refreshed, brand-neutral UI with default Coral theme and optional dark mode for web and mobile platforms. ## Key Changes * The **Success Portfolio Dashboard** offers enhanced visibility into a customer success manager's portfolio with health and risk trend insights. * **Engagement Page Enhancements** provide a high-level overview including health scores, issues, objectives, and outcomes. * **Data Import Enhancements** improve onboarding efficiency by enabling bulk data import with streamlined error handling. * **Account Lifecycle Events** has been renamed to Customer Success Management to better reflect its capabilities. ## Upgrade Preparation and Activation Before upgrading, review and complete recommended pre- and post-upgrade tasks to ensure smooth transition, including running migration scripts where applicable. Customer Success Management is available via the ServiceNow Store, where it can be requested for installation. Refer to the activation section in the release notes for detailed instructions. ## Accessibility and User Experience The new Coral theme introduces a dark mode option designed to reduce eye strain and enhance readability on web and mobile interfaces, supporting accessibility requirements. ## Removed and Deprecated Features There are no removals or deprecations in Customer Success Management between Yokohama and Zurich releases. ## Additional Notes * No changes to browser requirements or localization considerations were introduced in this upgrade. * New granular admin roles improve security by limiting administrative access to necessary configuration functions. This comprehensive upgrade brings enhanced engagement health metrics, risk management tools, user experience improvements, and administrative controls to help ServiceNow customers optimize customer success management across their portfolios. Consolidated page of all release notes for Customer Success Management from Yokohama to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Success 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 Success Management to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customersuccessmanagement-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 Success Management. {#dfrn3-customersuccessmanagement-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | [Health framework](https://www.servicenow.com/docs/access?context=account-lifeycle-health-frmwk&family=yokohama&ft:locale=en-US) : Define the key business and operational indicators and their impact on the overall health of an engagement. You can provide insights that help identify the trends and determine if the engagement is stable. [Risk framework](https://www.servicenow.com/docs/access?context=account-lifecycle-risk-frmwrk&family=yokohama&ft:locale=en-US) : Centralize, track, and monitor the relational risks so that you can reduce customer turnover. You can identify risk signals and create repeatable remediation plans. [Success blueprint builder](https://www.servicenow.com/docs/access?context=account-lifecycle-success-blueprint&family=yokohama&ft:locale=en-US) : Create standardized objectives and outcomes for an engagement. Your customer success managers can prioritize the requirements and identify the outcomes that provide the maximum customer impact. [Success initiative roadmap](https://www.servicenow.com/docs/access?context=account-lifecycle-success-roadmap&family=yokohama&ft:locale=en-US) : Create a timeline view of the success initiatives and view the status, timing, and priority of these activities. [Touchpoints enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-touchpoints&family=yokohama&ft:locale=en-US) : Use a touchpoint to track and manage your customer interactions through meetings and emails. With the touchpoint planner, you can help to ensure that all customer interactions and related activities are taking place on time with expected results. [Case summarization for onboarding cases, engagements, and touchpoints](https://www.servicenow.com/docs/access?context=now-assist-spmc&family=yokohama&ft:locale=en-US) : Use generative AI to get a high-level summary of the status of your engagements, onboarding cases, and touchpoints. | | Zurich | [Calculate health score](https://www.servicenow.com/docs/access?context=account-lifecycle-setup-health-defn&family=zurich&ft:locale=en-US) : Starting with Customer Success Management 5.3.11, you can use the Calculated metric data source to determine the health score for an engagement. If you are upgrading from Customer Success Management 5.3.10 or earlier versions, you must run the Set health migration status script to enable the health score calculation using this data source. [Define a table data source](https://www.servicenow.com/docs/access?context=account-lifecycle-define-data-source-table&family=zurich&ft:locale=en-US) : Starting with Customer Success Management 5.3.11, you can use the Table type data source to retrieve and analyze data from internal and external tables. To retrieve data from external sources, you must install the Zero Copy Connector Hub application and create data fabric tables. [Risk and issues page](https://www.servicenow.com/docs/access?context=account-lifecycle-risk-issues-page&family=zurich&ft:locale=en-US) : Use the risk timeline visualization to manage the risk occurrences. [Granular admin roles](https://www.servicenow.com/docs/access?context=account-lifecycle-success-roles&family=zurich&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Success Management without requiring the full admin role. [Read-only field enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-read-only&family=zurich&ft:locale=en-US) : Read-only field protections have been moved from the client side to the server side. This move prevents users from updating read-only fields through client-side methods. [Success report dashboard](https://www.servicenow.com/docs/access?context=account-lifecycle-success-report-overview&family=zurich&ft:locale=en-US) : Use the Success report dashboard to see the overall view of all the engagements under your hierarchy and manage your entire customer portfolio. Monitor engagement metrics, risk indicators, and get insights into onboarding and adoption status, risk indicators, onboarding and adoption insights, and expansion and renewal metrics. [Product adoption and usage](https://www.servicenow.com/docs/access?context=account-lifecycle-product-adopt&family=zurich&ft:locale=en-US) : Measure product adoption trends and proactively guide users to achieve desired outcomes using products and services that have been purchased. Identify active and power users and areas where additional training or support is required due to low engagement. [Implementation record](https://www.servicenow.com/docs/access?context=account-lifecycle-imp-record&family=zurich&ft:locale=en-US) : Track the progress of a partner or customer implementing a product or a service. Get a centralized view of the implementation status, identify risks, and run playbooks to mitigate issues. [Engagement hierarchy](https://www.servicenow.com/docs/access?context=account-lifecycle-view-engage&family=zurich&ft:locale=en-US) : View aggregate hierarchical data for an engagement. Make informed decisions, improve customer satisfaction through detailed tracking, identify risks early, and help prevent escalations. [Engagement timeline](https://www.servicenow.com/docs/access?context=account-lifecycle-touchpoint-planner&family=zurich&ft:locale=en-US) : View a chronological list of critical events related to an engagement. Review timelines to recall past events, customer interactions, and identify any issues. [Contextual color bands](https://www.servicenow.com/docs/access?context=account-lifecycle-setup-color-banding&family=zurich&ft:locale=en-US) : Associate thresholds and visual representations to health metric data. View product adoption and usage information relative to a specific product. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Customer Success Management features. {#dfrn3-customersuccessmanagement-summary__entry__14} | Release | Release notes | |-|-| | Yokohama | [Success portfolio](https://www.servicenow.com/docs/access?context=account-lifecycle-success-landing&family=yokohama&ft:locale=en-US) : The Success portfolio dashboard provides visibility into the overall health of a customer success manager's portfolio. With this dashboard, you can view the health of an engagement, individual indicators, health and risk trends, and touchpoints. [Engagement page enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-view-engage&family=yokohama&ft:locale=en-US) : Use the engagement home page to see a high-level overview of an engagement. You can also view the current health score, identify issues, and monitor objectives and outcomes. [Data import enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-import-data&family=yokohama&ft:locale=en-US) : Optimize the onboarding process by importing and publishing a large amount of data and resolve any errors or issues​ quickly. | | 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 Success Management features or functionality were removed. {#dfrn3-customersuccessmanagement-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 Success Management features or functionality were deprecated. {#dfrn3-customersuccessmanagement-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 Success Management. {#dfrn3-customersuccessmanagement-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | Activation information : Install Customer Success Management by requesting it from 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: Customer Success Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Install Customer Success Management 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: Customer Success 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 Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Success Management, such as specific requirements or compliance levels. {#dfrn3-customersuccessmanagement-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 Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Success Management we have noted them here. {#dfrn3-customersuccessmanagement-summary__entry__62} | Release | Release notes | |-|-| | Yokohama | * Define, measure, and track the overall health of an engagement and monitor risk signals and issues. * Manage all customer interactions in a single place and organize them with the touchpoint calendar. * Create templates to define common success objectives and outcomes and associate them with a product. * Use ServiceNow Otto for Telecommunications, Media, and Technology (TMT) to summarize account onboarding cases, engagements, and touchpoints. * Integrate your ServiceNow instance with external Customer Relationship Management (CRM) platforms during the engagement life cycle. See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=yokohama&ft:locale=en-US) for more information. | | Zurich | * Account Lifecycle Events has been renamed to Customer Success Management. * Enable managers to see a high-level aggregate view of their entire customer portfolio. * Monitor adoption scores for sold products and track implementation progress for customer engagements. * View the engagement hierarchy and timeline of events. * Use the new metrics data source to calculate metric values dynamically based on the weighted sums of other metrics. * View the detailed information of risk level records in the risk occurrence timeline. * The activity stream component displays a list of the activities occurring on a risk signal and issue record. * The Related Items tab provides access to the Risk Signal and Issue related lists. * Determine the engagement health score from the Calculated data source. * Retrieve data from internal and external tables with the Table type data source. See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=zurich&ft:locale=en-US) for more information. | [ ]