--- 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 Workforce Optimization for Customer Service CSM release notes for upgrades from Yokohama to Zurich # Combined Workforce Optimization for Customer Service 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) 5 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 Yokohama to Zurich This consolidated release notes document assists ServiceNow customers in preparing for upgrades of Workforce Optimization for Customer Service CSM from Yokohama to Zurich. It summarizes new features, changes, and important upgrade information to streamline the transition and enhance workforce management capabilities. Show full answer Show less ## Key Features * **Manager Workspace Landing Page (Yokohama):** Provides managers with real-time insights and actionable metrics in a unified view to optimize team performance and facilitate timely decision-making. * **Decoupling Channel Management from Core WFO Modules (Zurich):** This architectural enhancement enables modular deployment by allowing Channel Management to be updated or scaled independently. It reduces inter-module dependencies, improves system stability, scalability, and maintainability, and streamlines future upgrades. * **Monthly Staff Alignment View in Manager Workspace (Zurich):** Managers can now view and manage staffing and shift details for an entire month on the Team Calendar tab in the Schedule page. This helps optimize coverage, identify staffing gaps or overstaffing, and balance workloads proactively. * **Monthly Schedule View for Agents (Zurich):** Agents can access their upcoming shifts, time-off requests, and availability for the full month through the Team Calendar in the Configurable CSM or FSM Workspace. This visibility supports better personal schedule planning and engagement. ## Changes * **Coral Theme Introduction (Zurich):** Coral is now the default theme for new portal, web, and mobile experiences using Next Experience or Core UI. It features brand-neutral illustrations and includes an optional dark theme to enhance readability and reduce eye strain. ## Activation Information Workforce Optimization for Customer Service is available for installation via the ServiceNow Store. Customers should request the app through the store and can refer to the version history release notes for cumulative updates. ## Accessibility Enhancements * **Yokohama:** Screen reader support was extended to include ARIA labels for buttons, improving accessibility for users relying on assistive technologies. * **Zurich:** The Coral theme introduces a dark mode option for web and mobile, designed to alleviate eye strain and improve readability. ## Upgrade Considerations No features or functionalities were removed or deprecated between Yokohama and Zurich releases. There are no additional browser requirements or localization changes noted for this upgrade, simplifying the upgrade process. ## Key Outcomes * Enhanced managerial control through real-time and monthly workforce insights improves operational efficiency and responsiveness. * Modular architecture for Channel Management increases system flexibility, stability, and simplifies future updates. * Improved agent engagement and schedule transparency supports better workforce planning and satisfaction. * A modernized user interface with Coral theme and dark mode promotes a more accessible and user-friendly experience. Consolidated page of all release notes for Workforce Optimization for Customer Service CSM from Yokohama 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 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 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__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 Workforce Optimization for Customer Service CSM features or functionality were removed. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM features or functionality were deprecated. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__32} | Release | Release notes | |-|-| | 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__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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-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 Workforce Optimization for Customer Service CSM, such as specific requirements or compliance levels. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__50} | Release | Release notes | |-|-| | 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__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 Workforce Optimization for Customer Service CSM we have noted them here. {#dfrn3-workforceoptimizationforcustomerservicecsm-summary__entry__62} | Release | Release notes | |-|-| | 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. | [ ]