Data Management for CSM release notes
Release version: Australia
Updated March 12, 2026
10 minutes to read
The ServiceNow® Data Management for Customer Service Management (CSM) application enables you to organize and manage the data for both your internal users and external customers. Data Management for CSM was enhanced and updated in the Australia release.
About Data Management for CSM
- Implement granular administrative roles across the Customer Data Foundation (CDF) for better access control over user permissions and data.
- Support unified user modeling with Contact as Consumer functionality, enabling the user to function as both a business-to-business (B2B) and a business-to-consumer (B2C).
- Migrate the Household (com.snc.household) plugin to ServiceNow Store for improved packaging and deployment flexibility.
- Renamed Service Model Foundation entities for clarity and consistency. Update any configurations, scripts, or integrations that reference these entities.
- Enable billing account support on Sold Products to give agents instant financial context, accelerate billing case resolution, and improve billing accuracy and transparency.
See Data management for Customer Service Management feature for more information.
Activation and other requirements
Important:
Business Location and Install Base Management are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
- Activation information
CSM is a ServiceNow AI Platform application that is available with activation of the Customer Service Management (CSM) plugin (com.sn_customerservice). For details, see Activate Customer Service Management.
Additional CSM features are available with the activation of other plugins. For details, see Additional plugins for Customer Service Management.
Sales Customer Relationship Management is a ServiceNow AI Platform feature that is available with the activation of the Lead to Cash Core plugin (com.snd.l2c.core). For details, see Exploring Sales Customer Relationship Management.
- Browser requirements
Starting with the Australia release, data management for Customer Service Management doesn't support mobile devices and Internet Explorer. For more information, see Browser support.
August 2026
The ServiceNow® Data Management for Customer Service Management (CSM) application enables you to organize and manage the data for both your internal users and external customers. Data Management for CSM was enhanced and updated in the Australia release.
What's new
- External staff can resolve customer cases at their locations
- The external location consumer agents (having sn_customerservice.svc_location_consumer_agent and snc_external roles) at external organization (formerly external business location) can create, view, update, and close customer cases directly from the classic environment, the same way internal location staff already can. This extends consistent, timely customer service across company-owned and third-party locations.
- External staff can view colleague contact details at their location
- An external staff member with sn_customerservice.service_organization_contributor role, can view the business phone number, mobile phone number, and email address of other external staff members at their organization in the classic environment.
July 2026
The ServiceNow® Data Management for Customer Service Management (CSM) application enables you to organize and manage the data for both your internal users and external customers. Data Management for CSM was enhanced and updated in the Australia release.
What's new
- Create Return Merchandise Authorization case lines
- Enable agents to initiate return requests directly from sold product records along with install base items. Return cases automatically map order and product details to the case, giving users an end-to-end visibility into their returns and reducing processing times.
- Proactive Customer Service Operations
- Event management operators now have a dedicated customer service management role for access control when setting up new installations. The access to customer data for event management operators is granted through a limited scope role (sn_pro_cs_ops.csm_evt_mgmt_stakeholder) instead of the global platform role (evt_mgmt_operator) role.
- How life-cycle values for Asset, CI, and IBI are synchronized
- Configure a model category as a product instance to enable the system to synchronize life cycle values between asset and install base item. The synchronization uses the life cycle stage and life cycle state status values.
June 2026
The ServiceNow® Data Management for Customer Service Management (CSM) application enables you to organize and manage the data for both your internal users and external customers. Data Management for CSM was enhanced and updated in the Australia release.
What's new
- Business Organization Self Contributor persona
- Create and track service cases for themselves and for sold products and install base items at a business location that are assigned to them. Use the Business Organization Self Contributor [sn_bus_loc.business_org_self_contributor] role. This role is available to frontline, field, and location-based workers. A new Buyer Organization Member field on the sold product and install base item lets managers associate these records with specific members.
- Hierarchy-scoped access for business organization members
- Grant business organization members hierarchy-scoped access across child locations with administrator or manager-controlled exclusions using a new organization hierarchy responsibility, Organization Hierarchy Contributor [org_hierarchy_contributor]. Two new fields control the scope: Excluded Locations on the assignment, and Restricted on the business location.
What's changed
- Modify action limited to parent sold products
- Perform the Modify action for only root sold products.The Modify action is inactive for child sold products across the list view, detail view, and hierarchical list.
April 2026
The ServiceNow® Data Management for Customer Service Management (CSM) application enables you to organize and manage the data for both your internal users and external customers. Data Management for CSM was enhanced and updated in the Australia release.
What's changed
- Service Model Foundation renamed Entities
- Renamed Service Model Foundation entities to improve clarity and maintain consistency across the platform. Review your existing configurations, scripts, or integrations that reference these entities and update them
accordingly.
Note:The entity name changes are available in the Business Location 5.2.0 store app.
Australia Early Availability
The ServiceNow® Data Management for Customer Service Management (CSM) application enables you to organize and manage the data for both your internal users and external customers. Data Management for CSM was enhanced and updated in the Australia release.
What's new
- Configuring a contact as a consumer
- Model a single user who functions as both a contact and a consumer within your customer data structure. This capability improves administrative efficiency by reducing the overhead of creating and maintaining multiple user records for the same individual. It also provides a unified experience, eliminating the must switch logins across different personas.
- Billing accounts data model enhancements
- Grant contacts and consumers access to billing accounts through the related parties data model, using out of base system responsibilities and roles.
- Service Model Foundation Granular admin roles
- Added new granular admin roles to enable targeted permission assignments based on functional responsibilities, replacing broad admin access.
- Add related parties to an install base item
- The Sold product is enhanced to support Related pricing.
- Adding related parties to a sold product
- Use flexible price and quantity ramps that adapt over a product’s lifecycle, enabling time-based pricing, segment modifications during post-sale workflows, and accurate calculations across multi-year contracts.
- Sold product form
- Use scheduled jobs to update the state of the Sold product based on start and end dates. Automatic state updates ensure fair access and predictable billing. This reduces errors through accurate lifecycle management and delta pricing.
- Sold product form
- Billing Account support on Sold Products to give agents immediate financial context, streamline billing‑related case resolution, and improve billing accuracy and transparency for customers and enterprises.
What's changed
- Household plugin migration to ServiceNow Store
- Starting with the Australia release, the Household family plugin (com.snc.household) has been migrated to the ServiceNow Store as a standalone application. Any new enhancements to this application are delivered through the Household store app. This change provides improved packaging, versioning, and deployment flexibility for B2C implementations that require household relationship management.
- Customer Life Cycle Management Workflows
- Added core primitives to support price and quantity ramps, enabling flexible, time‑based changes across the sold product lifecycle. The feature delivers scalable pricing aligned with usage, simplifies post-sale workflows, and improves revenue forecasting without custom scripts.
- Sold product form
- Create future‑dated subscription products in a Pending Activation state to improve the Add‑Order‑to‑Sold‑Product process. It also ensures lifecycle accuracy, predictable billing, and fair access for customers while improving revenue recognition for businesses.
Plugin information
- Renamed or changed plugins
-
The following plugins are moved to store. The Customer Service Household (com.snc.household) plugin has been renamed to Customer Household Data Model (com.snc.household).
- CSM Contributor User (com.snc.csm_contributor_user)
- Outsourced Customer Service (com.snc.csm_ocs)
- Service Organization (com.snc.service_organization)
- Outsourced service provider (com.snc.outsourced_service_provider)
- CSM Data Classification (com.snc.csm_data_privacy): Renamed to CRM Data Classification.
- Customer Service Household (com.snc.household): Renamed to CRM Household Entities.
Australia
The ServiceNow® Data Management for Customer Service Management (CSM) application enables you to organize and manage the data for both your internal users and external customers. Data Management for CSM was enhanced and updated in the Australia release.
What's new
- Granular administrative roles for Customer Data Foundation
- Implemented administrative roles that provide fine-grained access control across CDF. These roles can be assigned to administrators and other personas based on job functions and security requirements. It includes the
following capabilities:
- Added 25 admin roles with specific read, write, create, and delete permissions.
- Updated Before you begin sections across all Customer Data Foundation configuration topics with role prerequisites.
- Improved security compliance through role-based access segregation.
- New fields in the Customer Account table
- Added the following fields to the Customer Account (customer_account) table to improve business identification and record management:
- DUNS Number: Store the Data Universal Numbering System (DUNS) identifier for business accounts to support data enrichment and third party integrations.
- Active: Indicates whether an account record is active for filtering and workflow purposes.
- Description field added Customer Data Foundation configuration tables
- Added a Description field to the following Customer Data Foundation (CDF) configuration tables to capture additional details about each record:
- Related Party Configuration [sn_customerservice_related_party_configuration] table
- Responsibility Definition [sn_customerservice_responsibility_def] table
- Responsibility Access Configuration [sn_customerservice_responsibility_access_config] table
What's changed
- Enhanced Customer Data Viewer role
- The Customer Data Viewer (sn_customerservice.customer_data_viewer) role includes expanded access to additional data tables and menu items. These enhancements enable users to view a broader range of customer data while
maintaining read-only access restrictions. With this enhancement, you can:
- Extend access to additional tables for the customer data viewer role
- Inherit household role in customer data viewer role
- Explore additional menu items now accessible to the customer data viewer role.
- Extend access to additional tables for the customer data viewer role
- Guided setup access for granular admin roles
- Access to foundation data steps in guided setup now aligns with CDF admin roles. This access change enables administrators to delegate specific configuration tasks to users based on their assigned roles, providing greater flexibility in managing setup responsibilities.
- Extensible account code support
- Updated the account code generation logic to support dynamic length scalability. Account codes now automatically expand from 4 digits to 5 or more as needed, ensuring unlimited account growth without manual intervention. Administrators can resolve invalid insert errors by clearing the system property to regenerate codes based on the maximum existing code.
- Declarative Responsibility Framework enhancements
- Introduced usability and functional enhancements to the Customer Access Management (CAM) Declarative Responsibility Framework. These updates streamline access configuration management and improve flexibility for
responsibility definitions. With this enhancement, you can now:
- Import or copy access configurations from one responsibility definition to another.
- Manage CAM-related assets through improved cleanup capabilities.
- Reference any field name in the Responsibility Definition field configuration.
- Unified User configuration enhancements
- Added a system property (sn_customerservice.consumer.allowed_user_types) to enhance unified user management. This property specifies which user types (classes) can be associated with consumers.
- Billing accounts
- Visualize a billing account's hierarchy directly from the account, making large parent-and-child account structures easier to navigate. The default view now adapts to the billing account type. The Billing account type field is populated automatically from the source customer to reduce manual setup and keep records consistent.
What's deprecated or removed
- As part of the CAM Declarative Responsibility Framework enhancements, the following legacy fields have been marked deprecated:
- Restrict access to field from the Responsibility Access Configuration [sn_customerservice_responsibility_access_config] table
- Applicable to field from the Responsibility Definition [sn_customerservice_responsibility_def] table
- Starting with the Australia release, the Household plugin (com.snc.household) is available as a store plugin. The family version of the plugin is being prepared for future deprecation. On upgrading, customers will automatically move to the store version of the plugin. It will be hidden from the family plugins and no longer installed on new instances but will continue to be supported as a store plugin. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
- Restrict access to field from the Responsibility Access Configuration [sn_customerservice_responsibility_access_config] table
- Applicable to field from the Responsibility Definition [sn_customerservice_responsibility_def] table
Plugin information
- Plugins planned for deprecation
-
The following plugins are planned for deprecation in a future release:
These plugins are planned for deprecation in the C release. Beginning with the Australia release these plugins will be migrated to a store application. Upgrade your instance to Australia or later release versions and the store applications will be automatically installed.- CSM Contributor User (com.snc.csm_contributor_user)
- Service Organization (com.snc.service_organization)