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Customer Service Management release notes

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Customer Service Management release notes

ServiceNow® Customer Service Management product enhancements and updates in the Madrid release.

Madrid upgrade information

Create field-level ACL rules for some of the fields on the Contact (customer_contact) table. For details, see KB0724239.

New in the Madrid release

Case action status
Identify cases that require attention and quickly prioritize workload using visual indicators in the Action Status column on the Case list.
Customer Service integration with Service Management
Provides an integration between Customer Service Management and the Incident, Problem, Change, and Request Management applications. Agents can create incident, problem, change, and request records from customer service cases.
Agent Workspace for Customer Service Management
Integrates the platform functionality specific to tier 1 customer service agents and puts these features into an easy-to-use interface. These features enable agents to be more efficient, such as a multi-tab interface for managing multiple cases and a heads-up contextual display that provides quick orientation to the task at hand.
Lookup and verify
Enables agents using Agent Workspace for Customer Service Management to quickly look up contacts or consumers using information such as the name, phone number, account, or record number, and verify that information on the interaction record.
Advanced Work Assignment for Customer Service Management
Automatically route and assign cases as work items in Agent Workspace to customer service agents based on availability, capacity, and skills. Define work item queues, routing conditions, and assignment criteria that AWA uses to distribute work items. From the agent inbox, agents can see pending assignments, set availability, and accept or reject work items.
Similar cases
Provides an easy way for an agent working on a case or a problem to find similar, already resolved records. The agent can link the current record to a similar record and also copy resolution notes to the current record.
Quick start tests for Customer Service Management
Validate the continued functionality of Customer Service Management after any configuration change such as an upgrade or after developing an application. All test suites and tests should pass on a default implementation. To validate a custom implementation, copy the automated tests and configure them for your customizations.

Changed in this release

Major issue management
Enhancements to the major issue management feature include the following:
  • Provide a reason when proposing a customer service case as a major case candidate.
  • Notify the major issue manager when a major case is proposed.
  • Identify and add existing customer service cases as child cases to a major case.
  • View major issue-related indicators on the Customer Service dashboards.
Enhancements to OpenFrame include the following:
  • Collapse or expand the OpenFrame window. When collapsed, users can still access call control actions.
  • New APIs and events support the collapse and expand functionality.
  • Open configured URLs within the OpenFrame window.
  • Update to OpenFrame version 1.0.4.
  • Integration with Interaction Management. When the OpenFrame plugin (com.sn_openframe) is activated, Phone is an available option for the Type field on the interaction record.
Computer Telephony Integration (CTI)
Provides an additional Twilio driver (com.snc.notify.twilio_direct).
Email client enhancements
Provides support for multiple outbound email addresses.
Out-of-the-box Customer Service Management - Advanced Performance Analytics Solution
Preconfigured Performance Analytics indicators and breakdowns for Customer Service Management. Has the contents of the previous OOTB Customer Service Performance Analytics Solution, but also supports the following features:
  • Major Issue Management
  • Customer Service Case Action Status
  • Customer Service with Request Management
  • Customer Service with Service Management
  • Agent Chat
  • Advanced Work Assignment for CSM
  • Performance Analytics - Content Pack - Advanced Work Assignment

See also Major issue management analytics.

Activation information

You can activate the Customer Service Management plugin (com.sn_customerservice) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.