Workforce Optimization for Customer Service CSM release notes
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Summary of Workforce Optimization for Customer Service CSM release notes
The ServiceNow® Workforce Optimization for Customer Service application, updated in the Zurich release, helps you efficiently route work, manage team skills and schedules, and monitor performance. This release introduces key enhancements that improve modular deployment, scheduling visibility, and user experience for managers and agents.
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Key Features
- Decoupling of Channel Management: Channel Management is now separated from core Workforce Optimization (WFO) modules. This modular architecture allows independent deployment, reduces inter-module dependencies, enhances scalability and maintainability, and streamlines future upgrades without affecting other workforce engagement features.
- Monthly Team Calendar Views:
- Manager Workspace: Managers can now view the team calendar in a month view on the Schedule page, enabling better planning, monitoring, and adjustment of staffing. This helps identify coverage gaps, overstaffing, and balance workloads for improved operational efficiency.
- Agent Workspace: Agents can access the month view of the team calendar in the Configurable CSM or FSM Workspace to see their upcoming shifts, time-off requests, and team availability. This supports better schedule planning and engagement.
- UI Enhancements: The new default Coral theme is applied to portals, web, and mobile experiences with Next Experience or Core UI enabled. Coral offers a fresh, brand-neutral look with an optional dark theme to reduce eye strain and improve readability.
- Activation: Workforce Optimization for Customer Service is available for installation via the ServiceNow Store. Customers must request the application through the store to enable it in their environment.
Related Applications and Integration
- Advanced Work Assignment: Automatically assigns work items to agents based on availability, capacity, and skills.
- Skills Management: Helps assess skill requirements, identify gaps, and plan hiring or training.
- CSM Workspaces: Enables agents to swap shifts, manage time-off requests, and complete assigned training within the ServiceNow® CSM Agent Workspace.
Practical Benefits for ServiceNow Customers
With these Zurich release enhancements, ServiceNow customers can expect:
- Greater flexibility and control over workforce modules due to modular deployment of Channel Management.
- Improved visibility into team scheduling for both managers and agents through intuitive monthly calendar views, supporting operational efficiency and workforce engagement.
- A modernized user interface with the Coral theme and dark mode option that enhances user experience and accessibility.
- Simplified enablement via the ServiceNow Store, allowing easy access to Workforce Optimization capabilities.
The ServiceNow® Workforce Optimization for Customer Service application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Workforce Optimization for Customer Service was enhanced and updated in the Zurich release.
Workforce Optimization for Customer Service highlights for the Zurich release
- 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 for more information.
Important:
Workforce Optimization for Customer Service is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Zurich release
- 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.
- 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.
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 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.
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.