Combined Workforce Optimization for Customer Service CSM release notes for upgrades from Yokohama to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 4 minutes to read
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    Summary of Combined Workforce Optimization for Customer Service CSM Release Notes: Upgrades from Yokohama to Zurich

    This consolidated release notes document assists ServiceNow customers in preparing for their upgrade of Workforce Optimization for Customer Service (CSM) from the Yokohama release family to Zurich. It details new features, architectural changes, activation guidance, and accessibility improvements relevant to these releases, enabling customers to understand the enhancements and operational impacts associated with this upgrade.

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    New Features

    • Manager Workspace Enhancements (Yokohama and Zurich):
      • Yokohama introduced a Manager Workspace landing page that provides managers with real-time insights and actionable metrics in a unified view to optimize performance and facilitate prompt actions.
      • Zurich adds the capability for managers to view the monthly staff alignment through a month view on the Team Calendar tab within the Manager Workspace’s Schedule page. This empowers managers to monitor, plan, and adjust staffing more effectively by identifying coverage gaps and overstaffing to improve operational efficiency.
    • Agent Workspace Scheduling (Zurich): Agents can now view their upcoming shifts, time-off requests, and availability for the entire month in the month view of the Team Calendar within the Configurable CSM or FSM Workspace. This enhancement supports better schedule planning and work engagement.
    • Decoupling of Channel Management from Core Workforce Optimization Modules (Zurich):
      • This architectural change allows Channel Management to be deployed independently from core Workforce Optimization modules, reducing inter-module dependencies.
      • It improves system stability, scalability, and maintainability, enabling modular deployment and streamlined updates without impacting other workforce engagement features.

    Changes, Removals, and Deprecations

    There were no changes, feature removals, or deprecations in Workforce Optimization for Customer Service CSM between Yokohama and Zurich releases.

    Activation and Installation

    To activate Workforce Optimization for Customer Service CSM in both Yokohama and Zurich releases, customers must request the application via the ServiceNow Store. The Store also provides version history and cumulative release notes for all related apps.

    Accessibility Improvements

    Yokohama extended screen reader support by adding ARIA labels to buttons within Workforce Optimization for Customer Service CSM, enhancing usability for users relying on assistive technologies. This support includes explanations for button actions, such as toggle buttons.

    Additional Considerations

    • Browser and Localization: No updates or changes were introduced in browser requirements or localization considerations between Yokohama and Zurich releases.
    • Highlights: Zurich highlights the decoupling of Channel Management and expanded calendar views for managers and agents, reinforcing operational control and workforce engagement.

    Practical Benefits for ServiceNow Customers

    • Managers gain enhanced visibility and control over staffing with monthly calendar views, enabling proactive workforce adjustments and improved operational efficiency.
    • Agents benefit from greater transparency of their schedules, supporting better personal planning and engagement.
    • The modular architecture reduces upgrade complexities and allows independent scaling or updating of Channel Management without disrupting other Workforce Optimization capabilities.
    • Improved accessibility ensures compliance and better user experience for all workforce participants.

    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.

    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.

    Release Release notes

    Yokohama
    Manager Workspace landing page
    Empower managers with real-time insights and actionable metrics, organized in a unified view, to drive performance optimization and facilitate prompt action.
    Note:
    Existing customers on release versions prior to the Yokohama release can still view the old Legacy Manager Workspace landing page.

    Zurich
    View the monthly staff alignment on the team calendar in the Manager Workspace
    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
    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.
    [Placeholder link text to key decouple-channel-management-dependencies-from-wfo]
    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.

    Changes

    Between your current release family and Zurich, some changes were made to existing Workforce Optimization for Customer Service CSM features.

    Release Release notes

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Removed

    Between your current release family and Zurich, some Workforce Optimization for Customer Service CSM features or functionality were removed.

    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.

    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.

    Release Release notes

    Yokohama

    Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

    Zurich

    Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store.

    Additional requirements

    If any additional requirements were introduced or changed for Workforce Optimization for Customer Service CSM we have noted them here.

    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.

    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.

    Release Release notes

    Yokohama

    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

    Localization information

    If there are specific localization considerations for Workforce Optimization for Customer Service CSM we have noted them here.

    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.

    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 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 Exploring Workforce Optimization for Customer Service for more information.