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

---
title: Combined Agent experience for CSM release notes for upgrades from Zurich to Australia
description: Consolidated page of all release notes for Agent experience for CSM from Zurich to Australia.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/delta-zurich-australia/australia-zurich-agentexperienceforcsm-release-notes.html
release: australia
topic_type: reference
last_updated: "2026-09-15"
reading_time_minutes: 7
breadcrumb: [Products combined by family]
---

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

Consolidated page of all release notes for Agent experience for CSM from Zurich 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 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 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>

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>

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>

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>

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>

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>

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>

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>

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>

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>

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>

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-zurich-australia/rn-combined-intro.md)