Combined Intelligence for CSM release notes for upgrades from Zurich to Australia
Consolidated page of all release notes for Intelligence for CSM from Zurich to Australia.
How to use this page
To help you prepare for your upgrade, we have combined the cross-family Intelligence for CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia.
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 Intelligence for CSM to Australia
Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.
|
Release |
Release notes |
|---|---|
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
Between your current release family and Australia, new features were introduced for Intelligence for CSM.
|
Release |
Release notes |
|---|---|
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
Between your current release family and Australia, some changes were made to existing Intelligence for CSM features.
|
Release |
Release notes |
|---|---|
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
Between your current release family and Australia, some Intelligence for CSM features or functionality were removed.
|
Release |
Release notes |
|---|---|
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
Between your current release family and Australia, some Intelligence for CSM features or functionality were deprecated.
|
Release |
Release notes |
|---|---|
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
Review information on how to activate Intelligence for CSM.
|
Release |
Release notes |
|---|---|
|
Zurich |
Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management. Important: The following applications are available in ServiceNow Store:
For details, see the "Activation information" section of these release notes. |
|
Australia |
No updates for this release. |
If any additional requirements were introduced or changed for Intelligence for CSM we have noted them here.
|
Release |
Release notes |
|---|---|
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
If any specific browser requirements were introduced or changed for Intelligence for CSM we have noted them here.
|
Release |
Release notes |
|---|---|
|
Zurich |
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. |
|
Australia |
No updates for this release. |
Review details on accessibility information for Intelligence for CSM, such as specific requirements or compliance levels.
|
Release |
Release notes |
|---|---|
|
Zurich |
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. |
|
Australia |
No updates for this release. |
If there are specific localization considerations for Intelligence for CSM we have noted them here.
|
Release |
Release notes |
|---|---|
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
If there are specific highlight considerations for Intelligence for CSM we have noted them here.
|
Release |
Release notes |
|---|---|
|
Zurich |
See Intelligence for CSM for more information. |
|
Australia |
No updates for this release. |
---
title: Combined Intelligence for CSM release notes for upgrades from Zurich to Australia
description: Consolidated page of all release notes for Intelligence for CSM from Zurich to Australia.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/delta-zurich-australia/australia-zurich-intelligenceforcsm-release-notes.html
release: australia
topic_type: reference
last_updated: "2026-11-06"
reading_time_minutes: 3
breadcrumb: [Products combined by family]
---
# Combined Intelligence for CSM release notes for upgrades from Zurich to Australia
Consolidated page of all release notes for Intelligence for CSM from Zurich to Australia.
## How to use this page
To help you prepare for your upgrade, we have combined the cross-family Intelligence for CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia.
**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 Intelligence for CSM to Australia
Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.
<table class="custom-rows"><thead><tr><th class="filter">
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Zurich
</td><td>
No updates for this release.
</td></tr><tr><td>
Australia
</td><td>
No updates for this release.
</td></tr></tbody>
</table>## New features
Between your current release family and Australia, new features were introduced for Intelligence for CSM.
<table class="custom-rows"><thead><tr><th class="filter">
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Zurich
</td><td>
No updates for this release.
</td></tr><tr><td>
Australia
</td><td>
No updates for this release.
</td></tr></tbody>
</table>## Changes
Between your current release family and Australia, some changes were made to existing Intelligence for CSM features.
<table class="custom-rows"><thead><tr><th class="filter">
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Zurich
</td><td>
No updates for this release.
</td></tr><tr><td>
Australia
</td><td>
No updates for this release.
</td></tr></tbody>
</table>## Removed
Between your current release family and Australia, some Intelligence for CSM features or functionality were removed.
<table class="custom-rows"><thead><tr><th class="filter">
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Zurich
</td><td>
No updates for this release.
</td></tr><tr><td>
Australia
</td><td>
No updates for this release.
</td></tr></tbody>
</table>## Deprecations
Between your current release family and Australia, some Intelligence for CSM features or functionality were deprecated.
<table class="custom-rows"><thead><tr><th class="filter">
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Zurich
</td><td>
No updates for this release.
</td></tr><tr><td>
Australia
</td><td>
No updates for this release.
</td></tr></tbody>
</table>## Activation information
Review information on how to activate Intelligence for CSM.
<table class="custom-rows"><thead><tr><th class="filter">
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Zurich
</td><td>
- **Activation information**
Customer Service Management is available with activation of the Customer Service plugin \(com.sn\_customerservice\). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&family=zurich&ft:locale=en-US).
**Important:** The following applications are available in ServiceNow Store:
- Guided Decisions Experience \(sn\_ga\_exp\)
- Recommended Actions \(sn\_nb\_action\)
- Recommended Actions for Customer Service \(sn\_cs\_nb\_action\)
- Task Intelligence for Customer Service \(com.snc.csm\_ml\_task\)
For details, see the "Activation information" section of these release notes.
</td></tr><tr><td>
Australia
</td><td>
No updates for this release.
</td></tr></tbody>
</table>## Additional requirements
If any additional requirements were introduced or changed for Intelligence for CSM we have noted them here.
<table class="custom-rows"><thead><tr><th class="filter">
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Zurich
</td><td>
No updates for this release.
</td></tr><tr><td>
Australia
</td><td>
No updates for this release.
</td></tr></tbody>
</table>## Browser requirements
If any specific browser requirements were introduced or changed for Intelligence for CSM we have noted them here.
<table class="custom-rows"><thead><tr><th class="filter">
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Zurich
</td><td>
- **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](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US).
</td></tr><tr><td>
Australia
</td><td>
No updates for this release.
</td></tr></tbody>
</table>## Accessibility information
Review details on accessibility information for Intelligence for CSM, such as specific requirements or compliance levels.
<table class="custom-rows"><thead><tr><th class="filter">
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Zurich
</td><td>
- **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.
</td></tr><tr><td>
Australia
</td><td>
No updates for this release.
</td></tr></tbody>
</table>## Localization information
If there are specific localization considerations for Intelligence for CSM we have noted them here.
<table class="custom-rows"><thead><tr><th class="filter">
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Zurich
</td><td>
No updates for this release.
</td></tr><tr><td>
Australia
</td><td>
No updates for this release.
</td></tr></tbody>
</table>## Highlight information
If there are specific highlight considerations for Intelligence for CSM we have noted them here.
<table class="custom-rows"><thead><tr><th class="filter">
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Zurich
</td><td>
- Get enhanced visibility of knowledge base articles by marking and displaying a lock icon for articles that aren’t accessible to the case requester within the CRM Workspace.
- Gain insights to the root causes of case service level agreement \(SLA\) breaches and view the suggested improvements to optimize process performance.
See [Intelligence for CSM](https://www.servicenow.com/docs/access?context=intelligence-csm&family=zurich&ft:locale=en-US) for more information.
</td></tr><tr><td>
Australia
</td><td>
No updates for this release.
</td></tr></tbody>
</table>**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/delta-zurich-australia/rn-combined-intro.md)
| title | Combined Intelligence for CSM release notes for upgrades from Zurich to Australia |
| description | Consolidated page of all release notes for Intelligence for CSM from Zurich to Australia. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/delta-zurich-australia/australia-zurich-intelligenceforcsm-release-notes.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-11-06 |
| reading_time_minutes | 3 |
| breadcrumb | Products combined by family |