--- 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 Proactive Service Experience Workflows release notes for upgrades from Yokohama to Zurich # Combined Proactive Service Experience Workflows 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) 4 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 Proactive Service Experience Workflows Release Notes for Upgrades from Yokohama to Zurich This consolidated update provides ServiceNow customers with a clear and comprehensive view of the changes, new features, and upgrade guidance for Proactive Service Experience Workflows from the Yokohama release to the Zurich release. It is specifically designed to help you prepare effectively for the upgrade by summarizing essential information across both release versions. Show full answer Show less ## Key Features * **Granular Admin Role:** Introduced in Zurich, this role allows developers and administrators to perform specific administrative tasks related to Proactive Service Experience Workflows and Product Support for Technology without requiring full admin permissions, enhancing security and role management. * **Incident and Change Request Diagnostics:** Enables manual creation of resolution tasks after diagnosing incidents and change requests within the workflows, improving issue resolution processes. * **Product Support for Technology Case Renaming:** The existing Technology Product Support Case application has been renamed to Product Support for Technology, aligning terminology for clarity. * **Coral Theme:** Zurich introduces Coral as the default theme for new portals and mobile experiences with Next Experience or Core UI enabled. This theme features brand-neutral illustrations and a modern look, with an optional dark mode to enhance accessibility and reduce eye strain. * **Diagnostic and Test Execution Enhancements:** Diagnostics can be run from the contextual panel in various playbooks (Incident, Change Request, Product Support for Technology), and tests can be executed directly from Configuration Item (CI) forms, streamlining troubleshooting. * **Visibility Controls:** Customers can modify the visibility of the Diagnose tab and run diagnostics from the Decisions table contextual panel, providing tailored user experiences. ## Changes * The Technology Product Support Case menu is now renamed to Product Support for Technology Case. * The Coral theme replaces previous defaults, offering updated UI/UX with light and dark mode options. ## Upgrade Considerations Before upgrading to Zurich, review and complete recommended pre- and post-upgrade tasks to ensure a smooth transition. Activation of Proactive Service Experience Workflows in Zurich requires a request through the ServiceNow Store. ## Additional Notes * No features or functionalities were removed or deprecated between Yokohama and Zurich for Proactive Service Experience Workflows. * There were no updates related to browser requirements, localization, accessibility compliance beyond the new dark theme option, or highlight considerations aside from those noted above. ## What to Expect Upgrading to Zurich enhances your ability to manage and resolve incidents and change requests proactively with improved diagnostics and resolution capabilities. The new granular admin role allows for more secure and efficient administrative delegation. The refreshed Coral theme modernizes user interfaces across portals and mobile devices, including accessibility improvements with a dark mode. Terminology updates and UI enhancements simplify navigation and case management. Consolidated page of all release notes for Proactive Service Experience Workflows from Yokohama to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Proactive Service Experience Workflows 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 Proactive Service Experience Workflows to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | [Components](https://www.servicenow.com/docs/access?context=components-psew&family=zurich&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Proactive Service Experience Workflows without requiring the full admin role. [Components](https://www.servicenow.com/docs/access?context=components-product-support-case&family=zurich&ft:locale=en-US) : The granular admin role enables developers and administrators to complete administrative configuration tasks for Product Support for Technology without requiring the full admin role. [Diagnose and resolve an incident](https://www.servicenow.com/docs/access?context=diagnose-reslove-incident-psew&family=zurich&ft:locale=en-US) : Diagnose the incident in the Proactive Service Experience Workflows and create the resolution task manually to resolve the issue. [Diagnose and resolve a change request](https://www.servicenow.com/docs/access?context=diagnose-resolve-case-change-request&family=zurich&ft:locale=en-US) : Review, diagnose, resolve, and close a change request case for the service-related issue experienced by the customer. [Diagnose and resolve](https://www.servicenow.com/docs/access?context=diagnose-resolve-hitechcases&family=zurich&ft:locale=en-US) : Review, diagnose, resolve, and close the Product Support for Technology Case. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Proactive Service Experience Workflows features. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__14} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | [Technology Product Support Case](https://www.servicenow.com/docs/access?context=tech-product-support-case-app&family=zurich&ft:locale=en-US) : Technology Product Support Case menu is renamed to Product Support for Technology Case. 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 Proactive Service Experience Workflows features or functionality were removed. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows features or functionality were deprecated. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Activation information : Install Proactive Service Experience Workflows by requesting it from the ServiceNow® Store. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows, such as specific requirements or compliance levels. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-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 Proactive Service Experience Workflows we have noted them here. {#dfrn3-proactiveserviceexperienceworkflows-summary__entry__62} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | * Diagnose the incidents and change requests in the Proactive Service Experience Workflows. Create a resolution task manually to resolve the issue. * Run the diagnostics from the contextual panel in the Proactive Service Experience Workflows, Incident, Change request, and Product Support for Technology playbook. * Execute tests for a Configuration Item (CI) in the Proactive Service Experience Workflows, Change request, and Product Support for Technology playbook. For Configuration Items (CIs), run related tests directly from the CI form view. * Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table. * Technology Product Support Case application is renamed to Product Support for Technology * Technology Product Support Case application is renamed to Product Support for Technology. See [Proactive Service Experience Workflows](https://www.servicenow.com/docs/access?context=assurance-workflows&family=zurich&ft:locale=en-US) for more information. | [ ]