--- sourceDocument: Brazil Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/release-notes Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Release Notes ft:clusterId : - rn bundleId : - rn --- # Agent experience for CSM release notes # Agent experience for CSM release notes {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read The ServiceNow® Agent experience for CSM provides customer service agents with the tools that they need to find, research, and resolve customer issues and questions. See the following sections for release notes by version. ## About Agent experience for CSM {#agent-experience-for-csm-rn__agent-experience-for-csm-rn-about} * Manage cases, accounts and contacts, and consumers from multiple channels like email, voice, and chat on a single screen. * Work on multiple cases, tasks, and other customer records within a single browser window and quickly move between records. * Use the contextual display to get a complete view of a customer's history, including interactions, products, and cases. {#agent-experience-for-csm-rn__ul_q3y_vqk_hkc} See [Customer Service Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) for more information.{#agent-experience-for-csm-rn__agent-experience-for-csm-rn-about-2} ## Activation and other requirements {#agent-experience-for-csm-rn__agent-experience-for-csm-rn-requirements-activation} Activation information{#agent-experience-for-csm-rn__agent-experience-for-csm-rn-activation-info} : Agent experience for CSM is available with activation of the Case Management Core plugin (com.sn_customerservice), which requires a separate subscription. For details, see [Activate Customer Service](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US).{#agent-experience-for-csm-rn__agent-experience-for-csm-rn-requirements-info-1} {#agent-experience-for-csm-rn__agent-experience-for-csm-rn-requirements-info-1} Browser requirements{#agent-experience-for-csm-rn__agent-experience-for-csm-rn-browser-info} : ServiceNow workspaces don't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge Chromium or one of the other supported browsers listed in [Browser support](https://www.servicenow.com/docs/access?context=browser-support&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US).{#agent-experience-for-csm-rn__agent-experience-for-csm-rn-requirements-browser-1} {#agent-experience-for-csm-rn__agent-experience-for-csm-rn-requirements-browser-1}{#agent-experience-for-csm-rn__agent-experience-for-csm-rn-activation-details} ## Accessibility and localization {#agent-experience-for-csm-rn__agent-experience-for-csm-rn-accessibility-localization} Accessibility information{#agent-experience-for-csm-rn__agent-experience-for-csm-rn-a11y-info} : * Accessibility improvements were made to the following CRM Workspace components: Special Handling Notes, Account Hierarchy, and Resolution Shaper. Updates include keyboard navigation, color contrast, and screen reader compatibility. These improvements help users who rely on screen readers, keyboard-only users, and users with low vision. * Reflow support for CRM Workspace components: Content can be zoomed up to 400% through your browser settings, with page layouts automatically transforming into a vertical, stacked view without loss of content or functionality. This enhancement helps users with low vision or who have trouble seeing web content due to monitor size, device type, poor lighting, or other situations. {#agent-experience-for-csm-rn__ul_xzv_rgr_jkc} {#agent-experience-for-csm-rn__agent-experience-for-csm-rn-accessibility-1} {#agent-experience-for-csm-rn__agent-experience-for-csm-rn-accessibility-1}{#agent-experience-for-csm-rn__agent-experience-for-csm-rn-a11y-l10n-details} ## Version 1.0 {#ariaid-title2} The ServiceNow® Agent experience for CSM enables your customer service agents to provide the service and support that your external customers need. Agents can assist customers through various interaction channels and manage cases to resolution, delivering high-quality and efficient customer service. In this release, the name of the CSM/FSM Configurable Workspace changes to accurately reflect your product configuration. ### What's changed {#agent-experience-for-csm-rn-2026-09__agent-experience-for-csm-rn-2026-09-changed} [Name change for CSM/FSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-base-experience&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US#section_cjb_ama_ljc){#agent-experience-for-csm-rn-2026-09__agent-experience-for-csm-rn-2026-09-changed-feature-1} : The name of the CSM/FSM Configurable Workspace has changed. The workspace name is dependent on the installed products. * CRM Workspace: For customers using the Customer Service Management application or working in the Customer Relationship Management (CRM) environment. * Industry-specific names: For customers using any of the industry products, such as Financial Services or Public Sector. [ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/access?context=now-assist-csm&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) : Starting with Zurich Patch 12, ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Customer Service Management (CSM). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. {#agent-experience-for-csm-rn-2026-09__agent-experience-for-csm-rn-2026-09-changed-list} ### Plugin information {#agent-experience-for-csm-rn-2026-09__agent-experience-for-csm-rn-2026-09-plugin-info} Renamed or changed plugins{#agent-experience-for-csm-rn-2026-09__agent-experience-for-csm-rn-2026-09-changed-plugins} : CSM Workspace (com.snc.agent_workspace.csm): Starting with Brazil, the CSM Workspace (com.snc.agent_workspace.csm) plugin has been renamed to CRM Workspace Core (com.snc.agent_workspace.csm).{#agent-experience-for-csm-rn-2026-09__agent-experience-for-csm-rn-2026-09-changed-plugin-1} CSM Configurable Workspace (com.snc.uib.csm_agent_workspace): Starting with Brazil, the CSM Configurable Workspace (com.snc.uib.csm_agent_workspace) plugin has been renamed to CRM Workspace (com.snc.uib.csm_agent_workspace).{#agent-experience-for-csm-rn-2026-09__agent-experience-for-csm-rn-2026-09-changed-plugin-2} CSM Lookup and Verify (com.snc.sn_csm_lookup_verify): Starting with Brazil, the CSM Lookup and Verify (com.snc.sn_csm_lookup_verify) plugin has been renamed to CRM Lookup and Verify (com.snc.sn_csm_lookup_verify).{#agent-experience-for-csm-rn-2026-09__agent-experience-for-csm-rn-2026-09-changed-plugin-3} CSM Configurable Workspace Lookup and Verify (com.snc.uib.lookup_verify): Starting with Brazil, the CSM Configurable Workspace Lookup and Verify (com.snc.uib.lookup_verify) plugin has been renamed to CRM Workspace Lookup and Verify (com.snc.uib.lookup_verify).{#agent-experience-for-csm-rn-2026-09__agent-experience-for-csm-rn-2026-09-changed-plugin-4} CSM Configurable Workspace Special Handling Notes (com.snc.uib.special_handling_notes): Starting with Brazil, the CSM Configurable Workspace Special Handling Notes (com.snc.uib.special_handling_notes) has been renamed to CRM Workspace Special Handling Notes (com.snc.uib.special_handling_notes).{#agent-experience-for-csm-rn-2026-09__agent-experience-for-csm-rn-2026-09-changed-plugin-5} CSM Account Hierarchy (com.snc.sn_csm_account_hierarchy): Starting with Brazil, the CSM Account Hierarchy (com.snc.sn_csm_account_hierarchy_uib) plugin has been renamed to CRM Account Hierarchy (com.snc.sn_csm_account_hierarchy_uib).{#agent-experience-for-csm-rn-2026-09__agent-experience-for-csm-rn-2026-09-changed-plugin-6} {#agent-experience-for-csm-rn-2026-09__agent-experience-for-csm-rn-2026-09-plugin-details}