Customer Service Problem Management release notes

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Customer Service Problem Management Release Notes

    The ServiceNow® Customer Service Problem Management application helps organizations identify and resolve service problems efficiently. It automates the suggestion of relevant diagnostic tests, configured by administrators, to assess service quality and troubleshoot issues effectively. Once the root cause is identified, it facilitates creating repair tasks based on test results to ensure successful resolution. The Zurich release introduces enhancements to improve diagnostics and usability for customer service agents.

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    Key Features

    • Diagnostics from Contextual Panel: Agents can now run diagnostic tests directly from the Customer Service Problem Management playbook’s contextual panel, simplifying problem analysis.
    • Test Groups: Enables grouping multiple test definitions for streamlined execution. This helps trigger necessary tests for service problem cases, incidents, and change requests to pinpoint root causes.
    • Diagnose Tab Visibility: Customers can modify the visibility of the Diagnose tab and execute diagnostics directly from the Decisions table, enhancing flexibility in problem assessment.
    • Granular Admin Role: Provides developers and administrators with specific permissions to configure Customer Service Problem Management without requiring full admin privileges.
    • Coral Theme and Dark Mode: The new default Coral theme offers a modern, brand-neutral user interface for portals, web, and mobile experiences. A dark theme option is available to improve readability and reduce eye strain.
    • Installation and Activation: Customer Service Problem Management and Service Test Management applications are available via the ServiceNow Store and require installation through this channel.

    Related ServiceNow Applications

    • Incident Management: Manages the lifecycle of incidents to restore normal service operation while minimizing business impact.
    • Change Management: Controls the lifecycle of changes to ensure smooth and beneficial updates with minimal disruption.
    • Process Mining: Analyzes and optimizes business processes by creating automated workflows that help discover inefficiencies.
    • Sales Customer Relationship Management (Sales CRM): Supports managing the product sales lifecycle, including lead generation, quoting, order management, and contract handling.

    Practical Benefits for ServiceNow Customers

    By leveraging the Customer Service Problem Management application, agents can quickly diagnose and resolve service problems using automated, configurable diagnostics and repair task generation. The enhanced UI and granular admin controls improve usability and administration, while integration with related ServiceNow applications supports comprehensive IT service management and customer relationship workflows. Installing via the ServiceNow Store ensures streamlined deployment and updates.

    The ServiceNow® Customer Service Problem Management application helps customer to identify and resolve service problems. Automatically suggests relevant diagnostic tests, as configured by admin, to check the service quality and troubleshoot the problem effectively. After identifying the root cause, the application helps generate a repair task based on the test outcomes, leading to a successful resolution. Customer Service Problem Management was enhanced and updated in the Zurich release.

    Customer Service Problem Management highlights for the Zurich release

    • Run the diagnostics from the contextual panel in the Customer Service Problem Management playbook.
    • As an agent, use the Test group to help group test definitions. The Test group contains multiple test definitions.
    • Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table.

    See Customer Service Problem Management, Setting up a test group, and Setting up test definitions for more information.

    Important:
    Customer Service Problem Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Customer Service Problem Management features

    Components installed with Customer Service Problem Management
    The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Service Problem Management without requiring the full admin role.
    Setting up a test group
    Enables the system to trigger the required tests for service problem cases, incidents, and change request, helping to identify the root cause of the problem. Test group includes test definitions.
    Diagnose and resolve a service problem case
    Review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer.

    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.

    Activation information

    Install Customer Service Problem Management and Service Test Management by requesting it from the ServiceNow® Store.

    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.

    Related ServiceNow applications and features

    Incident Management
    ServiceNow® Incident Management restores normal service operation while minimizing impact to business operations and maintaining quality. You can record an incident and track it through the entire incident life cycle until service is restored and the issue is resolved.
    Change Management
    The ServiceNow® Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to the business operations.
    Process Mining
    ServiceNow® Process Mining helps analysts and process owners quickly analyze and optimize their business processes. Create automated business process flows from your data that enable you to monitor and more quickly discover inefficiencies in your processes.
    Sales Customer Relationship Management
    Learn how you can use the ServiceNow® Sales Customer Relationship Management (Sales CRM) applications to manage the product sales life cycle in your organization. Your agents can use these applications to generate pre-sales leads and opportunities, provide sales quotes, capture and fulfill orders, work with contracts and entitlements, and manage the customer order workflow for changes.