Case management for CSM release notes

  • Release version: Zurich
  • Updated July 31, 2025
  • 8 minutes to read
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    Summary of Case management for CSM release notes - Zurich Release

    The ServiceNow® Case Management for Customer Service Management (CSM) application facilitates proactive collaboration among customer service teams to resolve customer issues efficiently. The Zurich release introduces significant enhancements focusing on improved task management, entitlement handling, and user interface updates to streamline case resolution and maintain operational integrity.

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    Key Features

    • Task Plan Templates: Create and share templates defining repeatable tasks and records for business processes. Access control ensures only authorized users can view, edit, or share templates based on roles and locations, with options for ownership transfer and global visibility.
    • Multiple Entitlements: Agents can view and associate multiple entitlements linked to customer accounts, products, and contracts with cases and case lines, supporting accurate service delivery.
    • Service Definition Filtering and Recommendations: Service definitions can be filtered by user, role, group, or entity criteria such as location or customer level, while the system recommends relevant services based on case context to assist agents.
    • Service Portal Integration: Agents can launch record producers from the service selector in the Configurable Workspace, enabling streamlined case creation.
    • Quick Start Tests: Post-upgrade or deployment tests verify that Customer Service Management functions correctly, with customization support for customer-specific configurations.
    • User Interface Updates: The Coral theme is now the default for portals and mobile experiences, offering a fresh, brand-neutral look with an optional dark mode.
    • Security Enhancements: Deny-Unless access control lists (ACLs) restrict CSM table access to authenticated users only, enhancing data privacy and security.
    • Workflow Modernization: Legacy workflows for Targeted Communications and Case Digests are replaced with low-code Flow Studio flows for easier management.
    • Data Privacy: Sensitive customer data fields are mapped to Data Privacy data classes, aligning with platform security standards.
    • Application Packaging: The Customer Service Case Types application is now delivered via the ServiceNow Store, with legacy family plugins being deprecated.

    Integrations and Related Applications

    • Now Assist for CSM: Summarizes chat conversations and case details to aid agents.
    • Communities: Enables customers to engage and allows agents to create cases from community discussions.
    • Continual Improvement Management: Manages improvement initiatives linked to customer service processes.
    • Customer Project Management: Connects customer accounts to project management for tracking and visibility.
    • Event Management: Integrates IT Operations alerts to enable proactive case creation and management.
    • Field Service Management: Supports creation of work orders from cases and provides visibility into field operations.
    • Flow Designer & Workflow Studio: Facilitates automation of workflows and subflows within customer service processes.
    • Knowledge Management: Empowers customers and agents to find information and resolve cases efficiently.
    • Process Automation Designer and Process Mining: Enables configuration of playbooks and analysis of business process efficiency.
    • IT Service Management Applications: Allows creation and tracking of incidents, problems, changes, and requests directly from customer cases.
    • Next Experience UI Builder: Provides low-code tools to build workspace and portal interfaces.
    • Workforce Optimization for Customer Service: Optimizes team productivity by managing skills, schedules, and performance.
    • Workspace UI: Offers a consolidated interface tailored to customer service agents’ needs for case handling.

    Activation and Requirements

    Customer Service Management capabilities are activated through the Customer Service plugin (com.sncustomerservice). Supported browsers exclude mobile devices, Internet Explorer, and legacy Microsoft Edge; use Microsoft Edge Chromium or other supported browsers for optimal experience.

    Deprecations

    • Customer Service CTI Demo Data is being phased out in favor of ServiceNow Voice with Amazon Connect.
    • The Customer Service Case Types plugin is transitioning exclusively to the ServiceNow Store, with family plugins deprecated but still supported during transition.

    The ServiceNow® Case management for CSM application enables customer service organizations and support teams to collaborate on customer problems proactively to resolve issues. Case management for CSM was enhanced and updated in the Zurich release.

    Case management for CSM highlights for the Zurich release

    • Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity.
    • View the most relevant services that are available for customers when creating customer service cases.
    • View and select from the available entitlements that are associated with the customer, product, and contract information to associate multiple entitlements with customer service cases.
    • Filter the service definitions that are displayed to agents based on such criteria as the assigned role or group, or entity criteria.

    See Case management for Customer Service Management for more information.

    New in the Case management for CSM release

    Task plan templates
    Create templates that define the repeatable tasks and records that need to be created for business processes. Define the tasks, set the task order, and create conditions that determine when these tasks and records are created.
    Add multiple entitlements to a case
    View the available entitlements on a customer service case and associate the multiple entitlements to the case. Available entitlements are associated with the account or consumer, product, and contract selected on the case record.
    Recommend service definitions based on case context
    Recommend the most relevant services to an agent based on the record context, such as the short description or description of the interaction.
    Customer Service Case Types - Enable the service selector to launch record producers
    Use the Service Portal record producers when your agents are creating cases in CSM Configurable Workspace. Agents can select the service definitions from the case type selector and launch the record producers.
    Quick start tests for Customer Service Management
    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.

    UI changes

    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.

    Changed in this release

    Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity. Sharing task plant template features include:
    • Access control: Users can now provide access to task plan templates at various levels, including user, group, and service organization.
    • Ownership Management: The Owner or an Admin can change the ownership of a Template by updating the Owner field.
    • Global template: Task plan templates can be marked as global, making them visible to all users with read access.
    • Form and List Layouts: Admins can view and edit form and list layouts for sharing, displaying all relevant fields.
    • Notifications: In-app notifications are sent when access is granted, Selecting the notification opens the shared template directly.
    Task plan template configurations
    Admins can create configurations for task plan templates that pre-fill information when creating a new task plan template.
    Filtering service definitions
    Enable agents to filter the service definitions that are shown on the service selector in the following ways:
    • By user, role, group, or agent
    • By entity critera such as location, customer level, or related entities
    Case lines for Case Management - Add multiple entitlements to case lines
    View the available entitlements on a case line and associate the multiple entitlements to that case line. Available entitlements are associated with the contracts and entitlements that are purchased by the customer.
    Targeted Communications and Case Digests workflows
    Legacy workflows for the Targeted Communications (com.sn_publications) and Case Digests (com.sn_csm_case_digest) applications have been migrated to low-code flows in Workflow Studio. The functionality of the flows remains the same.
    Classifying sensitive data
    Fields in the Customer Service Management and Targeted Communications tables are mapped to the Data Privacy data classes. For more information, see the Data privacy overview topic in the ServiceNow® Platform Security documentation.
    Deny-Unless ACLs implemented on CSM tables
    Deny-Unless access control lists (ACLs) were implemented on CSM tables for non-authenticated users, such as users with public roles. With this minimum-security setting, only authenticated users can perform read, write, delete, or create actions on these tables. For more information about Deny-Unless ACLs, see the Deny-Unless ACL topic in the ServiceNow® Platform Security documentation.
    Customer Service Case Types moved from family to store release
    Starting with the Zurich release, the Customer Service Case Types application (sn_csm_case_types) has moved to the ServiceNow Store. Any new enhancements to this application are delivered through the Customer Service Case Types store app.

    Deprecations

    • Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. ServiceNow Voice with Amazon Connect provides the latest experience for this functionality. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
    • Starting with the Zurich release, the Customer Service Case Types plugin is available as a store plugin and, as such, the family version of the plugin is being prepared for future deprecation. Upon upgrading, customers will automatically move to the store version of the plugin. It will be hidden from the family plugins and no longer installed on new instances but will continue to be supported as a store plugin. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    Activation information

    Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management.

    Browser requirements

    ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.

    Related ServiceNow applications and features

    Now Assist for CSM
    Use the ServiceNow® ServiceNow Otto for CSM application to summarize customer chat conversations on interactions, summarize case details, and generate case resolution notes.
    Communities
    From the Customer Service Portal and Consumer Service Portal, enable your customers to connect, engage, and collaborate by using the ServiceNow® Communities application. Customer Service agents can create cases from the community discussion threads and resolve cases by using the community content.
    Continual Improvement Management
    Use ServiceNow® Continual Improvement Management to request improvement opportunities. You can implement phases and tasks to meet performance goals, track progress, and measure success. You can also view, create, and associate improvement initiatives from within the Process Mining application.
    Integrating with Customer Project Management
    The Customer Project Management plugin (com.snc.csm_ppm) enables you to create projects for a customer account by using the ServiceNow® Project Portfolio Suite with Financials application. It also gives end users visibility into their projects from the Customer Service Portal. This plugin requires the Project Portfolio Suite with Financials plugin (com.snc.financial_planning_pmo).
    Event Management
    Customer Service Management provides an integration with ServiceNow® IT Operations Management Event Management. This integration enables you to create cases proactively from alerts either manually or through automation. Customer service agents can track the accounts and the corresponding install base items that are affected by the alert. Agents can also track the operational status of an account's install base to better correlate customer issues and provide faster responses.
    Field Service Management
    Customer Service Management includes an integration with the ServiceNow® Field Service Management application. With this integration, you and your customers can perform the following tasks:
    • Field service technicians can view customer account and contact information on work orders and work order tasks in the Field Service Management application.
    • Customer service agents can create work orders from cases in the Customer Service Management application.
    • Customers and consumers can view the case-related work orders from the Customer Service Portal and Consumer Service Portal.
    Flow Designer
    Workflow Studio components enable you to invoke flows or subflows that are designed as part of a workflow and to find out the output or execution status of the flows or subflows.
    Knowledge Management
    From the Customer Service Portal and Consumer Service Portal, enable your customers to search for shared information by using the ServiceNow® Knowledge Management application. Customer service agents can resolve cases with the knowledge content.
    Process Automation Designer
    Customer Service Management provides an integration with the ServiceNow® Playbooks application. This integration provides the ability to configure processes such as playbooks.
    Process Mining
    ServiceNow® Process Mining helps analysts and process owners analyze the effectiveness of their business processes. Create automated business process flows from your data so that you can monitor and more quickly discover inefficiencies in your processes.
    IT Service Management applications
    Customer Service Management includes integrations with the following ServiceNow® Service Management applications: Incident Management, Problem Management, Change Management, and Request Management. With these integrations, you can create incident, problem, change, and request records from customer service cases. Customers can also submit requests from the Customer Service Portal.
    Next Experience UI Builder
    Next Experience UI Builder is a low-code web user interface builder that enables developers to build pages for workspace and portal web-based experiences. Use the base system and custom web components to build your pages.
    Workforce Optimization for Customer Service
    Manage and maintain the productivity of your workforce from a single application using ServiceNow® Workforce Optimization for Customer Service. With this application, you can help to route work to members of your team, manage your team's skills and schedules, and monitor their performance.
    Workspace UI
    ServiceNow® Workspace is a graphical user interface that puts multiple tools on one page, including the tools that agents use to find, research, and resolve issues. CSM Configurable Workspace is a customer service-specific implementation that provides agents with the tools that they need to respond to customers and to resolve cases.