Combined Now Assist for Customer Service Management \(CSM\) release notes for upgrades from Washington DC to Australia

reference australia Updated Jul 9, 2026 26 min read australia-washingtondc-nowassistforcustomerservicemanagementcsm-release-notes.md
Raw file servicenow.com

Consolidated page of all release notes for Now Assist for Customer Service Management (CSM) from Washington DC to Australia.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Now Assist for Customer Service Management (CSM) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Washington DC 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 Now Assist for Customer Service Management (CSM) to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release

Release notes

Washington DC

No updates for this release.

Xanadu

No updates for this release.

Yokohama

No updates for this release.

Zurich

No updates for this release.

Australia

No updates for this release.
## New features

Between your current release family and Australia, new features were introduced for Now Assist for Customer Service Management (CSM).

Release

Release notes

Washington DC

Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record.

Specify the roles that can access the skills for case summarization and resolution notes summarization.

Analyze a call after it's done and then provide a summary of the main points that were discussed during the call.

Generate an initial knowledge draft based on the notes that were captured in the activity stream and any other related records. The agents can edit and submit the knowledge draft for further review.

Now Assist customers to leverage Now Assist in portal search and Virtual Agent in non-English languages through Dynamic Translation (DT). Translate content instantly to allow customers to engage in their preferred language.

Select input tables, related records, and fields from the admin console UI, and edit the output format without directly editing the prompt. Run a test with the selections to see how the summarization looks directly in the Now Assist Admin console.

Xanadu

Xanadu Patch 9

Use Recommended Actions to generate suggested resolution steps for cases. You can increase agent productivity by outlining the next best actions for unfamiliar cases and automatically providing logical next steps.

Added new standalone AI agents to check duplicate cases and split some existing standalone AI agents to focus on more specific tasks. The AI agents available are the Triage cases planner AI agent, Context validator and analyzer agent, Duplicate identifier AI agent, Informational queries AI agent, Transactional queries AI agent, Case creation AI agent, Entity extraction AI agent, Document verification AI agent, and Email response AI agent.

Xanadu Patch 7

Use the Triage cases AI agents use case to improve agent productivity through faster assessment.

|AI agent use case|Description|
|-----------------|-----------|
|Triage cases|Use AI agents to handle all routine cases coming in through email and other offline channels, so that it improves customer satisfaction and reduces resolution times.|

Use Now Assist for CSM to summarize sidebar discussions between agents, requesters, and subject matter experts.

Use generative AI to provide the agent with relevant contextual recommendations from sources such as knowledge bases, FAQs, similar cases, chats, and calls before they respond to the customer. Agents can also write a chat response with the help of generative AI. This feature helps agents stay focused on conversations with customers instead of doing manual tasks.

Get recommendations for email responses that can be reviewed and sent by agents. Agents can also edit email replies recommendation with the help of generative AI.

Large language model (LLM) now supports the following languages across all skills in Now Assist for CSM: German, French, Japanese, Dutch, and French Canadian, Spanish, Brazilian Portuguese, and Italian.

Yokohama

Enabled the is_template property for all Now Assist skills to ensure consistent cloning. Added the ability to clone any base system GenAI skill and customize it in the Now Assist Skill Kit (NASK) to reduce setup time and simplify skill modification. Applies to all Now Assist for CSM skills.

Defined the navigation path in Sentiment Analysis dashboard in the Core UI interface to make it easier for users to locate and access sentiment analysis data without searching through multiple menus.

Get a comprehensive view of customer sentiment across case. The dashboard uses LLM-powered insights to explain sentiment changes and lets you drill down to find root causes and real time insights—helping managers take targeted actions.

Get a comprehensive view of trending topics across cases along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and drill down into specific trends using customizable filters.

Use the provide customer 360 insights agentic workflow to provide synthesized and relevant customer insights to live agents via conversations. This agentic workflow is designed to support human agents by responding to natural language queries regarding cases, customer history, products, and interactions. This feature expedites access to vital information and case resolution, identifies patterns, and leverages past similar cases for guidance as well as triggers actions from the Now Assist panel.

Use the activity response generation skill to automatically generate recommendations for resolution notes, work notes, and comments. This feature helps agents add meaningful updates to case records, improving efficiency, and interaction.

Configure output fields for resolution notes through the Now Assist context menu configuration page so skills apply to extended tables without any additional setup.

Implement security on AI agents and agentic workflows through ACLs and user identities.

Implement security in Now Assist for CSM skills through ACLs and user identities.

Yokohama Patch 3

Make informed decisions on cases that are based on your requester’s sentiment and the reasoning behind it. You can update the sentiment when new comments or emails from your customers come in to ensure that the sentiment is always up to date​.

Track the sentiment of a business-to-business account and analyze it by using various filters and sorting dashboards. You can get the right insights and reduce the number of escalated cases.

Use Recommended Actions to generate suggested resolution steps for cases. You can increase agent productivity by outlining the next best actions for unfamiliar cases and automatically providing logical next steps.

Use natural language to describe your intent to trigger a subflow or action. This feature helps to improve your agent productivity and enables them to accomplish everything in one place within the Now Assist panel.

Provide the support for your public web content so that your requesters can use search queries in both standard search and conversational search. You can also see whether the content is internal or external, with direct links to the source.

Gather context from cases, identify missed fixes, and troubleshoot potential solutions by using the Troubleshooting steps identification AI agent.

Yokohama Patch 1

Use the Triage cases AI agents use case to improve agent productivity through faster assessment.

|AI agent use case|Description|
|-----------------|-----------|
|Triage cases|Use AI agents to handle all routine cases coming in through email and other offline channels, so that it improves customer satisfaction and reduces resolution times.|

Yokohama Early Availability

Ask questions directly within the Now Assist panel. If the answer is found in the knowledge bases (KBs), the answer is shown with the source information. If the answer isn't available in the KB search, you’re redirected to the global search experience for further assistance.

Use the enhanced scheduling assistant with Now LLM Service capabilities to make it more conversational, enabling users to easily schedule, reschedule, and cancel appointments.

Guide requesters through a self-service flow to find solutions to their problems by using Genius Results. You can reduce the number of cases created and decrease the effort required by your agents to close open cases.

Zurich

Automatically evaluate agent activity on closed cases using AI models that score each interaction against a configurable quality rubric, eliminating manual sampling and ensuring consistent, objective assessments at scale.

Automatically receive email reply recommendations on extended table record pages in Now Assist for CSM, allowing agents to quickly respond to customers, provide intelligent recommendations and reducing manual effort.

Availability of AI Workflow tab within case view of case table records and email interaction view of interaction records in Core UI, showing agentic workflows and actionable AI-driven insights directly in the record UI.

Availability of filter controls for CSM in the Now Assist Guardian interface, allowing users to toggle the base system filters on and off. Filtered results display in a user-friendly format for quick case review and action.

Monitor how users engage with genAI and agentic skills in Now Assist for CSM to provide actionable dashboards and reports for workflow optimization.

Access all relevant case information by navigating to the customer 360° insights page from the summary card.

Access a case status and create cases through voice interactions with a unified AI voice agent for case management.

Identify when agentic AI is active in a record in the AI Workflows tab, which includes a presence icon and record indicator.

The Complaint Case AI agent collection automates complaint handling by gathering missing details, analyzing sentiment, categorizing issues, and suggesting resolutions. It streamlines intake, triage, and communication, which helps reduce case closure time.

Enabled the is_template property for all Now Assist skills to clone consistently. Clone any base system genAI skill and customize it in the Now Assist Skill Kit to set up quickly and simplify skill modification. Applies to all Now Assist for CSM skills.

Locate and access sentiment analysis data without searching through multiple menus with a defined navigation path in the Sentiment analysis dashboard in the Core UI interface.

Get a comprehensive view of customer sentiment across case. The dashboard uses LLM-powered insights to explain sentiment changes and lets you drill down to find root causes and real time insights—helping managers take targeted actions.

Get a comprehensive view of trending topics across cases along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and analyze specific trends using customizable filters.

Use the provide customer 360 insights agentic workflow to provide synthesized and relevant customer insights to live agents via conversations. This agentic workflow is designed to support human agents by responding to natural language queries regarding cases, customer history, products, and interactions. This feature expedites access to vital information and case resolution, identifies patterns, and leverages past similar cases for guidance as well as triggers actions from the Now Assist panel.

Use the activity response generation skill to automatically generate recommendations for resolution notes, work notes, and comments. This feature helps agents add meaningful updates to case records, improving efficiency and interactions.

Configure output fields for resolution notes through the Now Assist context menu configuration page so skills apply to extended tables without any additional setup.

Implement security on AI agents and agentic workflows through ACLs and user identities.

Implement security in Now Assist for CSM skills through ACLs and user identities.

Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.

Australia

No updates for this release.
## Changes

Between your current release family and Australia, some changes were made to existing Now Assist for Customer Service Management (CSM) features.

Release

Release notes

Washington DC

Enable the case summarization skill for the cases that have the minimum amount of information in the case activity stream.

  • AI icon support without a form reload

View the AI icons for the predicted fields as soon as the predictions are available.

  • Demo data for the case and interaction records

Use improved demo data to demonstrate the case summarization and resolution notes generation skills.

Use email and service level agreement (SLA) as input and provide a summary of the case across related records, such as emails and work notes in a record summarization.

Use email as input to generate resolution notes for a case and propose a solution to the customer.

Generate summaries when chats are transferred between the live agents and select the portals where chat summarization is accessible.

Xanadu

You can now select and gather insights and data from multiple similar cases to draft an article by using Now Assist for CSM.

Multiple Language Support via Digital technology (DT) support and a new step in the guided flow that allows the customization of how and when the skill capability will be available in the admin console.

Get recommendations for email responses when starting new emails, forwarding messages, or finalizing drafts. Help improve agent productivity by reducing the time taken to compose email and improve relevance of email reply recommendations. Also, get template recommendations while composing an email by leveraging AI search.

Generate resolution notes and then shorten or elaborate the content using the Now Assist context menu in the resolution notes field of the case form, in both Core UI (UI16) and Workspace.

Revise the content in existing knowledge articles by using the Now Assist icon [Omitted image "icon-ai-sparkle.png"] Alt text:, which is accessible as an inline capability, and create and refine knowledge articles. You can also generate knowledge articles in multiple languages.

Extended the capabilities of the case summarization feature so it can now be used on custom tables.

Yokohama

Yokohama Patch 3

Added new standalone AI agents to check duplicate cases and split some existing standalone AI agents to focus on more specific tasks. The AI agents available are the Triage cases planner AI agent, Context validator and analyzer agent, Duplicate identifier AI agent, Informational queries AI agent, Transactional queries AI agent, Case creation AI agent, Entity extraction AI agent, Document verification AI agent, and Email response AI agent.

Added the new Ask Now Assist button that opens a contextual chat window so that a requester can carry the conversation forward. If no results are found or if the requester isn’t satisfied with the result, they can get further assistance by selecting the button to chat and get an answer, which helps to avoid case creation.

Yokohama Early Availability

Refined the AI-generated reply recommendation to create the best response for users by applying tone changes in the Now Assist context menu. Additional tone options, including casual, formal, and sympathetic, are available.

Added the chat reply recommendation enhancements to respond in a conversational tone and get feature parity in the Now Assist Admin console:

-   Refined the AI-generated reply recommendation to create the best answer for your users by applying tone changes in the Now Assist context menu. Additional tone options, including casual, formal, and sympathetic, are available.
-   Added parity with the chat summarization Now Assist Admin console capabilities. The Now Assist Admin console can specify the portal and channels for chat reply recommendations and assign additional support roles.

Detailed feedback option is now available for negative feedback [Omitted image "thumbs-down-outline-24.svg"] Alt text: thumbs down icon in the generated case summary.

Xanadu Patch 7: Extended the capabilities of the case summarization feature so it can now be used on custom tables.

Zurich

Updates have been added to the Complaint Case playbook to work better with the Complaint Case AI agent:

-   Triage displays complaint details and enables a human agent to identify and request missing information.
-   Complaint‑specific case summarization is available directly within the playbook.
-   Replace research case task activities with case tasks list activity.

  • Enhancements in the Sentiment analysis dashboard

    • Sentiment analysis dashboard support has expanded to include interaction records, and positive and negative sentiment drivers have been consolidated into a single Sentiment Drivers view.
    • The top negative assignment group and number of cases by channel visualizations have been merged into the new Impact Explorer visualization for streamlined analysis.
    • Widget placement in the Workforce Optimization dashboard has been optimized for accessing insights and trends across interfaces.

  • Enhancements in Trending topics dashboard

    • The Accounts, Products, Assignment Groups, and Channels graphs have been consolidated into the Impact Explorer card.
    • Search and pagination have been added to the list header.
    • The Historical trends resurfacing graph has been added the Trending topics dashboard to show historical trends at a glance.
    • Trending topics have been expanded beyond the top 10 results to provide deeper insight into emerging patterns.
    • The trending topics widget has been added in the Workforce optimization dashboard as the AI insights tab.

  • Changes to Now Assist usage measurement

Starting with Zurich Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.

The Define trigger step has been added to the case summarization flow. This step enables admins to choose between the User Trigger option, where users select a button to generate a summary, and the Automatic Trigger option, where summaries are automatically generated based on specified conditions.

Generate reply suggestions in the compose area using preset templates that include headers, footers, and signatures.

Skills cloned in Now Assist Admin console can now be edited in Now Assist Skill Kit. This update unifies the admin experience across Now Assist Admin and Now Assist Skill Kit, enabling users to add headers, configure prompts, and manage Now Assist skills in one location. The migration supports case summarization and resolution notes generation.

Agentic workflows and AI agents included with Now Assist applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they won't execute. Data access settings must also include these roles. See the documentation for the agentic workflow or AI agent for the specific roles you must add. After the roles are configured, users must have the specified role to invoke the agentic workflow or AI agent.

Sentiment scoring has been added to both the case record page and list view across cases, giving agents immediate visibility into the emotional tone of customer interactions. The sentiment scale ranges from very positive, positive, neutral, negative, to very negative.

Enhanced multilingual support in chat summarization, resolution notes, and knowledge generation. Leveraged native multilingual LLMs for improved fluency and domain specificity, addressing translation inconsistencies across Tier 1 and Tier 2 languages.

View the suggested steps on the Recommended Actions tab in the contextual side panel. If suggested steps are available for a case, Now Assist for CSM generates and displays these steps in a card at the top of the Recommended Actions tab.

The Is Template field on the KB generation skill configuration record is enabled by default. With the skill_builder.admin role, you can copy or clone the KB generation skill and customize the prompt in the skill kit.

Australia

No updates for this release.
## Removed

Between your current release family and Australia, some Now Assist for Customer Service Management (CSM) features or functionality were removed.

Release

Release notes

Washington DC

No updates for this release.

Xanadu

No updates for this release.

Yokohama

No updates for this release.

Zurich

No updates for this release.

Australia

No updates for this release.
## Deprecations

Between your current release family and Australia, some Now Assist for Customer Service Management (CSM) features or functionality were deprecated.

Release

Release notes

Washington DC

No updates for this release.

Xanadu

No updates for this release.

Yokohama

No updates for this release.

Zurich

No updates for this release.

Australia

No updates for this release.
## Activation information

Review information on how to activate Now Assist for Customer Service Management (CSM).

Release

Release notes

Washington DC

Now Assist features are available with activation of the Now Assist for CSM plugin. For more information, see Install Now Assist plugins.

Xanadu

Now Assist features are available with activation of the Now Assist for CSM plugin. For more information, see Install Now Assist plugins.

Starting with Vancouver Patch 4, Now Assist for CSM is supported.

Starting with Xanadu Patch 7, Customer Service Management AI agent collection is supported.

Yokohama

Now Assist features are available with activation of the Now Assist for CSM plugin. For more information, see Install Now Assist plugins.

Starting with Vancouver Patch 4, Now Assist for CSM is supported.

Starting with Xanadu Patch 7, Customer Service Management AI agent collection is supported.

Zurich

Now Assist features are available with activation of the Now Assist for CSM plugin. For more information, see Install Now Assist plugins.

Starting with Vancouver Patch 4, Now Assist for CSM is supported.

Starting with Zurich Patch 7, Customer Service Management AI agent collection is supported.

Australia

No updates for this release.
## Additional requirements

If any additional requirements were introduced or changed for Now Assist for Customer Service Management (CSM) we have noted them here.

Release

Release notes

Washington DC

The Now Assist for CSM application requires a Customer Service Management Pro Plus or Enterprise Plus license.

Starting with Vancouver Patch 4, Now Assist for CSM is supported.

Xanadu

The Now Assist for CSM application requires a Customer Service Management Pro Plus or Enterprise Plus license.

Yokohama

The Now Assist for CSM application requires a Customer Service Management Pro Plus or Enterprise Plus license.

Zurich

Check your entitlements to determine whether you have access to the Now Assist for CSM application.

Australia

No updates for this release.
## Browser requirements

If any specific browser requirements were introduced or changed for Now Assist for Customer Service Management (CSM) we have noted them here.

Release

Release notes

Washington DC

No updates for this release.

Xanadu

No updates for this release.

Yokohama

No updates for this release.

Zurich

No updates for this release.

Australia

No updates for this release.
## Accessibility information

Review details on accessibility information for Now Assist for Customer Service Management (CSM), such as specific requirements or compliance levels.

Release

Release notes

Washington DC

No updates for this release.

Xanadu

No updates for this release.

Yokohama

No updates for this release.

Zurich

No updates for this release.

Australia

No updates for this release.
## Localization information

If there are specific localization considerations for Now Assist for Customer Service Management (CSM) we have noted them here.

Release

Release notes

Washington DC

No updates for this release.

Xanadu

No updates for this release.

Yokohama

No updates for this release.

Zurich

No updates for this release.

Australia

No updates for this release.
## Highlight information

If there are specific highlight considerations for Now Assist for Customer Service Management (CSM) we have noted them here.

Release

Release notes

Washington DC
  • Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record.
  • Restrict the availability of the skills for the case summarization and resolution notes generation by user role.
  • Attribute roles to the activities in the case summarization and resolution notes generation to reduce hallucinations and improve the summary quality.

See Now Assist for Customer Service Management (CSM) for more information.

Xanadu

Xanadu Patch 10: Enable security in Now Assist for CSM and AI agents and agentic workflows by enforcing access control lists (ACLs) and user identity-based permissions.

Xanadu Patch 9

  • Use case resolution steps to generate recommended actions based on the data clusters from previously closed cases.
  • Use enhanced AI agents and new standalone AI agents for more specific tasks. For example, the Duplicate identifier AI agent identifies the duplicate interactions and cases from the customers and then consolidates the information.

Xanadu Patch 7: Improve agent productivity by managing long running cases with the Triage cases AI agent use case.

  • Enhance customer conversations by receiving relevant contextual recommendations in real time.
  • Help improve productivity and decrease errors by the automatic generation of emails that can be verified and sent by the agent.
  • Consolidate information from multiple similar cases and bring it all together into a knowledge base article.
  • Summarize records to make it easier to hand off calls between agents and help improve customer satisfaction.

See Now Assist for Customer Service Management (CSM) for more information.

Yokohama

Yokohama Patch 11

  • Review changes to Now Assist usage measurement.
  • Enabled is_template for all Now Assist skills and added support to clone and customize any base system GenAI skill in the Now Assist Skill Kit.
  • Defined the navigation path for Sentiment Analysis dashboard in Core UI to make accessing sentiment analysis data easier.
  • Track trending case topics with insights, visualizations, and customizable filters for deeper analysis with the Trending topics dashboard.
  • Monitor customer sentiment across cases with LLM-powered insights and track the sentiment trends in the dashboard.
  • Enable agents to access customer, case, and product details instantly through natural language queries with the Provide customer 360 insight agentic workflow.
  • Auto-generate work notes and comment recommendations to help improve agent efficiency with the activity response generation skill.
  • Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.

Yokohama Patch 6

  • Enable security in Now Assist for CSM and AI agents and agentic workflows by enforcing access control lists (ACLs) and user identity-based permissions.

Yokohama Patch 3

  • Analyze your customers' sentiment and sentiment trends in your cases and the reasoning behind it.
  • Use case resolution steps to generate recommended actions based on the data clusters from previously closed cases.
  • Integrate the support for public web content in search queries for both standard and conversational search.
  • Use enhanced AI agents and new standalone AI agents for more specific tasks. For example, the Duplicate identifier AI agent identifies the duplicate interactions and cases from the customers and then consolidates the information.

Yokohama Patch 1

  • Improve agent productivity by managing long-running cases with the Triage cases AI agent.

Yokohama Early Availability

  • Use the Now LLM Service scheduling assistance when booking an appointment through Virtual Agent. You can use this scheduling assistance to schedule, reschedule, or cancel an appointment.
  • Help requesters find solutions by using Genius Results to reduce the number of cases created and decrease the effort needed by agents to close them.
  • Use the Now Assist panel global skill search to ask questions and fetch answers from knowledge articles.

See Now Assist for Customer Service Management (CSM) for more information.

Zurich

Zurich Patch 9

  • Automatically evaluate post-interaction customer conversations using AI models that score against a configurable quality rubric, eliminating manual effort.
  • Receive intelligent email reply recommendations on extended table record pages in Now Assist for CSM, helping agents respond faster with less manual effort.

Zurich Patch 8

  • Availability of filter controls in Now Assist Guardian for Now Assist for CSM.
  • Availability of AI Workflow tab in Core UI.

Zurich Patch 7

  • Enhance the Complaint Case playbook to align playbook activities with agentic workflows, introduce AI‑driven summarization and drafting capabilities, and remove legacy components that are no longer part of the complaint experience.
  • Monitor how users engage with genAI skills in Now Assist for CSM.
  • Get a case status and manage cases through natural voice conversations.

Zurich Patch 5

  • Review changes to Now Assist usage measurement.
  • Help reduce manual effort and case closure time for complaint cases with the Complaint Case AI agent collection.

Zurich Patch 4

  • Enabled is_template for all Now Assist skills and added support to clone and customize any base system genAI skill in the Now Assist Skill Kit
  • Defined the navigation path for Sentiment Analysis dashboard in Core UI to make accessing sentiment analysis data easier.
  • Track trending case topics with insights, visualizations, and customizable filters for deeper analysis with the Trending topics dashboard.
  • Monitor customer sentiment across cases with LLM-powered insights and track the sentiment trends in the dashboard.
  • Enable agents to access customer, case, and product details instantly through natural language queries with the provide customer 360 insights agentic workflow.
  • Auto-generate work notes and comment recommendations to help improve agent efficiency with the activity response generation skill.
  • Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.

Zurich Patch 1 Enable security in Now Assist for CSM and AI agents and agentic workflows by enforcing access control lists (ACLs) and user identity-based permissions.

Early Availability

  • Use the suggested steps that automatically display on the Recommended Actions tab to help resolve cases and increase agent productivity.
  • Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.

See Now Assist for CSM for more information.

Australia

No updates for this release.
**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/delta-washingtondc-australia/rn-combined-intro.md)
Search documentation
Search document titles and file paths on the brazil branch