Combined Workforce Optimization for Customer Service CSM release notes for upgrades from Zurich to Brazil

---
title: Combined Workforce Optimization for Customer Service CSM release notes for upgrades from Zurich to Brazil
description: Consolidated page of all release notes for Workforce Optimization for Customer Service CSM from Zurich to Brazil.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/delta-zurich-brazil/brazil-zurich-workforceoptimizationforcustomerservicecsm-release-notes.html
release: brazil
topic_type: reference
last_updated: "2026-11-06"
reading_time_minutes: 3
breadcrumb: [Products combined by family]
---

# Combined Workforce Optimization for Customer Service CSM release notes for upgrades from Zurich to Brazil

Consolidated page of all release notes for Workforce Optimization for Customer Service CSM from Zurich to Brazil.

## How to use this page

To help you prepare for your upgrade, we have combined the cross-family Workforce Optimization for Customer Service CSM release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Brazil.

**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 Workforce Optimization for Customer Service CSM to Brazil

Before you upgrade to Brazil, 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><tr><td>

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## New features

Between your current release family and Brazil, new features were introduced for Workforce Optimization for Customer Service 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><tr><td>

Brazil

</td><td>

No updates for this release.

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

Between your current release family and Brazil, some changes were made to existing Workforce Optimization for Customer Service 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><tr><td>

Brazil

</td><td>

No updates for this release.

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

Between your current release family and Brazil, some Workforce Optimization for Customer Service 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><tr><td>

Brazil

</td><td>

No updates for this release.

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

Between your current release family and Brazil, some Workforce Optimization for Customer Service 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><tr><td>

Brazil

</td><td>

No updates for this release.

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

Review information on how to activate Workforce Optimization for Customer Service 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**

Install Workforce Optimization for Customer Service 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).


**Important:** Workforce Optimization for Customer Service is available in the ServiceNow Store. 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><tr><td>

Brazil

</td><td>

No updates for this release.

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

If any additional requirements were introduced or changed for Workforce Optimization for Customer Service 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><tr><td>

Brazil

</td><td>

No updates for this release.

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

If any specific browser requirements were introduced or changed for Workforce Optimization for Customer Service 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><tr><td>

Brazil

</td><td>

No updates for this release.

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

Review details on accessibility information for Workforce Optimization for Customer Service 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><tr><td>

Brazil

</td><td>

No updates for this release.

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

If there are specific localization considerations for Workforce Optimization for Customer Service 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><tr><td>

Brazil

</td><td>

No updates for this release.

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

If there are specific highlight considerations for Workforce Optimization for Customer Service 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>

-   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 [\[Placeholder link text to key bundle-csm.explore-configurable-wfo-cs\]](https://www.servicenow.com/docs/access?context=explore-configurable-wfo-cs&family=zurich&ft:locale=en-US) for more information.

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

Australia

</td><td>

No updates for this release.

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

Brazil

</td><td>

No updates for this release.

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