Combined Agent experience for CSM release notes for upgrades from Xanadu to Australia

---
title: Combined Agent experience for CSM release notes for upgrades from Xanadu to Australia
description: Consolidated page of all release notes for Agent experience for CSM from Xanadu to Australia.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/delta-xanadu-australia/australia-xanadu-agentexperienceforcsm-release-notes.html
release: australia
topic_type: reference
last_updated: "2026-09-15"
reading_time_minutes: 13
breadcrumb: [Products combined by family]
---

# Combined Agent experience for CSM release notes for upgrades from Xanadu to Australia

Consolidated page of all release notes for Agent experience for CSM from Xanadu to Australia.

## How to use this page

To help you prepare for your upgrade, we have combined the cross-family Agent experience for CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu 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 Agent experience 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>

Xanadu

</td><td>

No updates for this release.

</td></tr><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><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 Agent experience for CSM.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

-   **[Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=xanadu&ft:locale=en-US)**

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.


</td></tr><tr><td>

Yokohama

</td><td>

-   **[Chat interaction session tabs](https://www.servicenow.com/docs/access?context=csm-workspace-chat-session-tabs&family=yokohama&ft:locale=en-US)**

Use the following features to provide your agents with information about their current chats:

    -   Display informational messages in the session tabs that notify the agent of the current chat condition such as "Chat is in wrap-up" or "Chat has ended."
    -   Use background colors to distinguish between the active and inactive tabs. For inactive tabs, configure different colors to alert agents to the chat threshold timers.
    -   Use a counter to display the number of unread chat messages.
    -   Use a separator in the chat window between the older messages and the newer unread messages.
    -   Configure a minimum of one and up to a maximum of three chat SLA threshold timers that alert agents to unread messages in inactive chats. For each level, you can also select a time value and a unique color.
-   **[Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&family=yokohama&ft:locale=en-US)**

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.


</td></tr><tr><td>

Zurich

</td><td>

-   **[Task SLA cards component](https://www.servicenow.com/docs/access?context=csm-record-page-sla-card-component&family=zurich&ft:locale=en-US)**

Use the Task SLA cards component as a standalone component on the Front-line case page. Visual updates to the Task SLA cards component enable agents to see where they are in the lifecycle of multiple task SLAs at a glance.

-   **[Task activity timeline preset and controller](https://www.servicenow.com/docs/access?context=csm-record-page-timeline-component&family=zurich&ft:locale=en-US)**

Use the Task activity timeline preset and controller to add the Timeline component as a standalone component on task record pages such as case or incident.

-   **[Notifications for agent mentions in records](https://www.servicenow.com/docs/access?context=notifications-for-agent-mentions-in-records&family=zurich&ft:locale=en-US)**

Receive workspace notifications when agents are mentioned using @ in comments or work notes. Notifications include record details and a direct link for quick access.


</td></tr><tr><td>

Australia

</td><td>

-   **[Dock in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-bottom-utility-bar&family=australia&ft:locale=en-US)**

Enable agents to minimize drafts of comments, work notes, or emails to a dock at the bottom of the workspace page. This centralized location provides agents with the ability to see all current drafts at a glance.

-   **[Form template enhancements](https://www.servicenow.com/docs/access?context=csm-workspace-form-templates&family=australia&ft:locale=en-US)**

Save time and promote consistency by creating conditional templates, setting field-level conditions, and automatically populating email body text. Populate these fields using dynamic values from the Case table and related tables. Preview template changes before applying them to a record.

-   **[Workspace record page interoperability](https://www.servicenow.com/docs/access?context=csm-config-ws-pages-templates&family=australia&ft:locale=en-US)**

Enable agents to use record pages between CRM Workspace and ITSM Service Operations Workspace. The following ITSM pages are interoperable across CSM:

    -   Incident page
    -   Change page
-   **[AI interaction wrap-up](https://www.servicenow.com/docs/access?context=interaction-wrapup-ai-generated&family=australia&ft:locale=en-US)**

Provide agents with AI assistance during the interaction wrap-up period. This feature generates wrap-up content for interaction records, such as the wrap-up code and notes.

-   **[Highlight fields with unsaved changes](https://www.servicenow.com/docs/access?context=csm-workspace-agent-actions&family=australia&ft:locale=en-US)**

Use visual indicators in CRM Workspace such as icons and background colors to indicate form fields with unsaved changes.

-   **[Knowledge Center article editor available in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-workspace-create-knowledge&family=australia&ft:locale=en-US)**

Use the Knowledge Center article editor to create and edit knowledge articles in CRM Workspace. Agents can access the editing capabilities available in the article editor to format knowledge article content such as text, images, and media.

-   **[Unread email count on interaction tabs](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US)**

Displays the number of unread email messages on interaction tabs in CRM Workspace. Hovering over a tab displays a tooltip with a preview of the most recent email.


</td></tr></tbody>
</table>## Changes

Between your current release family and Australia, some changes were made to existing Agent experience for CSM features.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

-   **[Email enhancements](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&family=xanadu&ft:locale=en-US)**

The Compose Email modeless dialog includes the following enhancements:

    -   A collapsible header that includes the **To**, **Cc**, **Bcc**, and **Subject** fields.
    -   Icons in the footer that enable you to discard the current email draft, apply a template, view a list of recent email drafts, and add attachments.
    -   Compose Email modeless dialog that you can open to see the last saved email draft.

</td></tr><tr><td>

Yokohama

</td><td>

-   **[Customer Activity Guided Setup now accessible from a new location](https://www.servicenow.com/docs/access?context=configure-customer-activity&family=yokohama&ft:locale=en-US)**

Use the following updates in Guided Setup to enhance navigation and access customer history configurations:

    -   Access the Customer Activity Guided Setup from **All** &gt; **Customer Central** &gt; **Customer Activity** &gt; **Guided Setup**.
    -   View Activity Contexts, Activity Types, Activity Groups, and Activity Type Templates within Guided Setup. You can also access them in the menu by navigating to **All** &gt; **Customer Central** &gt; **Customer Activity** &gt; **Guided Setup**.
    -   Customer Activity has been renamed to Customer History, maintaining the same functionality.
    -   Access the Business Rule in the Activity Feed where it is now listed independently alongside Activity Types, Activity Groups, and Activity Type Templates for improved accessibility. Previously, it was nested under Activity Types.
-   **[Front-line case page lookup component](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=yokohama&ft:locale=en-US)**

The Front-line case page includes the following enhancements:

    -   Includes the Consumer lookup component.
    -   Uses advanced search to look up contacts and consumers.
    -   Contact and consumer record cards can be collapsed to display more record space.
-   **[Action bar layout](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=yokohama&ft:locale=en-US)**

The following interaction record pages include an action bar with a single action layout:

    -   CSM Interaction record page
    -   CSM voice interaction record page
-   **[Comment and Work note modeless dialogs](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&family=yokohama&ft:locale=en-US)**

Create and use form templates that add content to the **Additional comments** and **Work notes** fields on a case record. Automatically display a modeless dialog that includes the content from the form template and then post that content to the activity stream.

-   **[Customer History component features](https://www.servicenow.com/docs/access?context=customer-history-component-features&family=yokohama&ft:locale=en-US)**

Use the following features to provide agents real-time updates and customer history details:

    -   Automatically refresh the Customer History component when account, contact, or consumer details change.
    -   Prompt agents to add missing account or contact details instead of leaving fields empty.
    -   Display an empty component until an agent links a contact using the lookup component, then show the contact's details.
    -   Enables agent to view updated customer information directly in Customer History on the Front-line Case page.

</td></tr><tr><td>

Zurich

</td><td>

-   **Activity Stream enhancements**
    -   Activity Stream layout now automatically adjusts to your device \(laptop, tablet, or mobile\). Hidden content is indicated by \(...\) for better readability.
-   **Real-time notification count updates**

Updated the bell icon behavior so the notification count accurately reflects the number of unique, unread notifications in real time, eliminating duplicate increments.

-   **[Follow records to receive notifications](https://www.servicenow.com/docs/access?context=csm-default-record-page&family=zurich&ft:locale=en-US)**

Select the **Follow** action to receive notifications when comments or work notes are added to a record. The Follow action is available in the More actions menu on the [Front-line case page](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=zurich&ft:locale=en-US) and the [CSM default record page](https://www.servicenow.com/docs/access?context=csm-default-record-page&family=zurich&ft:locale=en-US).


</td></tr><tr><td>

Australia

</td><td>

-   **[\[Placeholder link text to key csm-front-line-case-page\]](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=australia&ft:locale=en-US)Knowledge article link insertion from Recommended Actions**

Selecting any of the three attach knowledge article options for work notes, comments, or email from the Recommended Actions panel now automatically switches to the relevant target tab, so the inserted link is immediately visible without manual navigation. Inserted links also now display the article title alongside the article number as a hyperlink, replacing the previous article-number-only display. This enhancement applies to the Front-line case page and CSM default record page.


 -   **[\[Placeholder link text to key csm-email-interaction-record-page\]](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US)Knowledge article link insertion from Recommended Actions on the Email Interaction record page**

Inserted knowledge article links from the Recommended Actions panel now display the article title alongside the article number as a hyperlink in the email body, replacing the previous article-number-only display. This enhancement applies to the Email Interaction record page.


</td></tr></tbody>
</table>## Removed

Between your current release family and Australia, some Agent experience 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>

Xanadu

</td><td>

No updates for this release.

</td></tr><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><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 Agent experience 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>

Xanadu

</td><td>

Starting with the Xanadu release, CSM Agent Workspace is no longer deployed, enhanced, or supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support knowledge base. [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=xanadu&ft:locale=en-US) provides the latest experience for this functionality.

</td></tr><tr><td>

Yokohama

</td><td>

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 provide the latest experience for this functionality. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support Knowledge Base.

</td></tr><tr><td>

Zurich

</td><td>

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 \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support Knowledge Base.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Activation information

Review information on how to activate Agent experience for CSM.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Xanadu

</td><td>

Install CSM Configurable Workspace by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=xanadu&ft:locale=en-US).

</td></tr><tr><td>

Yokohama

</td><td>

-   **Activation information**

CRM Workspace 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=yokohama&ft:locale=en-US).

Install CRM Workspace by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US).


</td></tr><tr><td>

Zurich

</td><td>

-   **Activation information**

CRM Workspace 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).

Install CRM Workspace by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US).


</td></tr><tr><td>

Australia

</td><td>

-   **Activation information**

CRM Workspace 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=australia&ft:locale=en-US).

Install CRM Workspace by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US).


</td></tr></tbody>
</table>## Additional requirements

If any additional requirements were introduced or changed for Agent experience 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>

Xanadu

</td><td>

No updates for this release.

</td></tr><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><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 Agent experience 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>

Xanadu

</td><td>

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=xanadu&ft:locale=en-US).

</td></tr><tr><td>

Yokohama

</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=yokohama&ft:locale=en-US).


</td></tr><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>

-   **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=australia&ft:locale=en-US).


</td></tr></tbody>
</table>## Accessibility information

Review details on accessibility information for Agent experience 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>

Xanadu

</td><td>

The following templates were updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels.

-   [Case playbook: horizontal stages template](https://www.servicenow.com/docs/access?context=csm-playbook-templates&family=xanadu&ft:locale=en-US)
-   [Case playbook: vertical stages template](https://www.servicenow.com/docs/access?context=csm-playbook-templates&family=xanadu&ft:locale=en-US)

 This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See [Reflow for Configurable Workspace](https://www.servicenow.com/docs/access?context=auto-reflow&family=xanadu&ft:locale=en-US) for details.

</td></tr><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><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 Agent experience 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>

Xanadu

</td><td>

No updates for this release.

</td></tr><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><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 Agent experience 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>

Xanadu

</td><td>

-   Expand and collapse the header in the Compose Email modeless dialog to edit address fields or increase your working space in the email body.
-   Use icons to quickly access email tools such as applying a template or adding an attachment.
-   Open the Compose Email modeless dialog with the last saved email draft.

 See [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=xanadu&ft:locale=en-US) for more information.

</td></tr><tr><td>

Yokohama

</td><td>

-   Alert agents about the status of current chats by using color-coded session tabs to indicate service level agreement \(SLA\) threshold timers, chat duration, and unread message counts.
-   Create form templates or modify existing templates with enhancements to the form template feature.
-   Integrate enhanced knowledge guidance on the Front-line case page and enable agents to attach and add links to knowledge articles in comments, work notes, or emails by using modeless dialogs.
-   Display native voice configurations in CRM Workspace with the Voice interaction record page that agents can use to handle phone calls.
-   Dedicate time after each call or chat for agents to finalize interaction details.

 See [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=yokohama&ft:locale=en-US) for more information.

</td></tr><tr><td>

Zurich

</td><td>

-   Provide front-line agents with an updated chat interaction user experience that puts the chat component front and center.
-   Use the callback component to return customer calls and create interaction records at the time of the callback.
-   Provide agents with visibility to all previous customer activity and the ability to filter and search to find specific activities.
-   Initiate a comment, work note, or email in the activity stream in CSM Configurable Workspace and then open the text in a modeless dialog.

 See [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=zurich&ft:locale=en-US) for more information.

</td></tr><tr><td>

Australia

</td><td>

-   Minimize drafts of comments, work notes, and emails to a dock at the bottom of CRM Workspace and keep track of documents in this centralized location.
-   Enable agents to work from a single location with the ability to view CRM Workspace record pages in other workspaces.
-   Populate interaction wrap-up codes and notes by using AI, saving agents time.
-   Auto-populate record fields and email drafts with dynamic values using form templates.

 See [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&family=australia&ft:locale=en-US) for more information.

</td></tr></tbody>
</table>**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/delta-xanadu-australia/rn-combined-intro.md)