Version history for the Process Mining Content Pack for CSM application 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 23.1.0 - February 2025
  • New:
    • Use the following features to find process improvement opportunities:
      • Work notes analysis feature is Now LLM based.
      • Mine the configured base system project to investigate the causes of long resolution times and get a clear understanding of what's causing the delays.
  • Changed:
    • Use the process mining improvements to improve processes as needed:
      • Removed the viewer role from all records in the Process Mining Content Pack for Customer Service Management (CSM).
      • Set process configurations as read-only templates, deletable only by a process mining admin. Enable customers to copy the template or import specific parts into their custom configuration.
Version 23.2.8 - August 2023
Fixed: When the 'is anything' operator was used, the user was unable to apply advanced transitions. This is now fixed.
Version 22.3.5 - February 2023
Changed: Minor updates to improve functionality.
Version 22.3.2 - December 2022
PO now supports multi-dimensional mining, i.e., a hierarchy of tables. You can link different related processes together to visualize in one graph
Version 22.3.0 - September 2022

PO now supports multi-dimensional mining, i.e., a hierarchy of tables. You can link different related processes together to visualize in one graph.

Version 22.2.1 - May 2022
  • New: This release has two key features:
    • Dashboard and Insights page showing the KPIs that matter the most and insights around most common inefficiencies related to speed and conformance
    • AI techniques such as clustering and root cause analysis to help you easily identify the key problem areas leading to customer service process inefficiencies
Version 22.1.0 - February 2022
Process Mining for Customer Service Management creates business process flows from the case data in audit trails, allowing process owners to perform in-depth analysis and discover process insights to improve business outcomes.