Version history for the Customer Service Management Case Playbook for Product Support on the ServiceNow Store.

Important: For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

Version history

Version 5.1.0 - November 2023
  • The Case Playbook For Product Supportv5.1 release includes the following changes:
    • Added support for the Email tab in the Activity Stream.
    • Support for the email templates on Process Page templates and variants in the contextual side panel.
    • Support for customization of the start and end states of the approval flow.
Version 5.0.0 - August 2023
This version of Playbooks for Customer Service Management includes improvements to the process page variants. Changes include:
  • Ability to add optional activities and edit case details in playbooks.
  • Support for record generator to guide users through the record creation process.
Version 4.0.1 - June 2023
Fixed: This version of Playbooks for Customer Service Management includes minor fixes to the View Details action on process-based page templates and page variants in CSM Configurable Workspace, including:
  • Improved saving experience on reference fields within the View Details modal.
  • Increased View Details modal window.
Version 4.0.0 - May 2023
This Case Playbook for Product Support version includes a process-based page variant that you can activate and use with cases in CSM Configurable Workspace. This page includes a horizontal stage picker at the top of the record that provides an end-to-end view of the product support process and the activities within the stage are stacked. This page also displays the related list tabs in the Dynamic Related Records component in the contextual side panel. The left panel is used to display persistent account and contact information. Agents can create tasks as needed as well as view and update case details.
Version 3.1.0 - February 2023
Changed: This release includes minor changes to support executing process definitions on flow engine instead of the process automation designer engine.
Version 3.0.6 - December 2022
Includes Minor fixes. No new functionality.
Version 3.0.5 - July 2021
  • Changed:
    • New refined PAD process created for product case which optimizes the activity cards and removes any redundant cards.
    • Product Support Playbook displayed in focused view which enables agents to view one activity at a time and gives them more real estate to work on the task.
    • Product Support Playbook displayed in Compact mode which enables agents to complete the Playbook in the contextual side panel.
    • Playbook-specific Dynamic Related Records available in the contextual side panel so agents can quickly view related records without switching tabs.
    • Activity stream and ribbon available in the contextual side panel so that agents can access information without leaving the playbook focus area.
Version 2.0.1 - January 2021
New: Enables support for Playbook in CSM Configurable Workspace. Agents can use the simplified Playbook UI experience in Workspace to update records and complete tasks across multiple workflow activities.
Version 1.0.1 - July 2020
New: Use the ServiceNow® Case Playbook for Product Support to guide customer service agents through the steps that are required to resolve product issues.