---
sourceDocument: Australia Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/release-notes

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Customer Service Problem Management release notes

# Customer Service Problem Management release notes {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

The ServiceNow®
Customer Service Problem Management application helps customer to
identify and resolve service problems. Customer Service Problem Management was enhanced and updated in the Australia release.

## Customer Service Problem Management highlights for the Australia release {#customer-service-problem-management-rn__customer-service-problem-management-rn-highlights}

Use Alternative Dispute Resolution (ADR) feature to acknowledge and register customer disputes, complaints, or ADRs, conduct investigations, and deliver timely
resolutions.{#customer-service-problem-management-rn__customer-service-problem-management-rn-highlights-1}

See [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) for more information.{#customer-service-problem-management-rn__customer-service-problem-management-rn-highlights-2}
Wichtig:  
Customer Service Problem Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

## New in the Australia release {#customer-service-problem-management-rn__customer-service-problem-management-rn-new-features}

[Alternative dispute resolution management](https://www.servicenow.com/docs/access?context=alternative-dispute-resolution&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)
:   Use the ADR case type to capture complete case details and manage investigations and resolutions while enforcing Service Level Agreement (SLA) compliance. You can also maintain audit and Root Cause Analysis (RCA) history and
    generate deadlock letters for customer or partner communication.

## Activation information {#customer-service-problem-management-rn__customer-service-problem-management-rn-activation}

Install Customer Service Problem Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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://docs.servicenow.com/bundle/store-release-notes/page/release-notes/store/sn-store-release-notes.html).{#customer-service-problem-management-rn__customer-service-problem-management-rn-activation-1}

## Plugin information {#customer-service-problem-management-rn__customer-service-problem-management-rn-plugin-info}

New plugins{#customer-service-problem-management-rn__customer-service-problem-management-rn-new-plugins}

:   The following plugin is new in Australia:

    Alternative Dispute Resolution (sn_telco_adr_mgmt): The Alternative Dispute Resolution captures the case details of the issue or problem faced by the customer and manages investigations and expected resolution. It tracks all actions required to identify the root cause of the ADR and resolve it.{#customer-service-problem-management-rn__customer-service-problem-management-rn-new-plugin}

## Additional requirements {#customer-service-problem-management-rn__customer-service-problem-management-rn-additional-reqs}

You must install Case Playbook for Complaints (sn_complaint) plugin to use the ADR case type.{#customer-service-problem-management-rn__customer-service-problem-management-rn-additional-reqs-1}

## Related ServiceNow applications and features {#customer-service-problem-management-rn__customer-service-problem-management-rn-related-apps}

[Customer service case types](https://www.servicenow.com/docs/access?context=customer-service-case-types&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your
    organization needs.