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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Agent experience for CSM release notes

# Agent experience for CSM release notes {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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. Agent experience for CSM was enhanced and updated in the Australia release.

## About Agent experience for CSM {#customer-service-config-ws-rn__customer-service-config-ws-rn-highlights}

* Minimize drafts of comments, work notes, and emails to a dock at the bottom of CRM Workspace and keep track of documents in this centralized location.
* Enable agents to work from a single location with the ability to view CRM Workspace record pages in other workspaces.
* Populate interaction wrap-up codes and notes by using AI, saving agents time.
* Auto-populate record fields and email drafts with dynamic values using form templates.
{#customer-service-config-ws-rn__ul_zgb_ksh_phc}

See [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) for more information.{#customer-service-config-ws-rn__customer-service-config-ws-rn-highlights-2}

## Activation and other requirements

Important:  
CRM Workspace is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Activation information

:   CRM Workspace is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).{#customer-service-config-ws-rn__customer-service-config-ws-rn-activation-1}

    Install CRM Workspace 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://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#customer-service-config-ws-rn__customer-service-config-ws-rn-activation-2}

Browser requirements

:   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=australia&pubname=australia-platform-user-interface&ft:locale=en-US).{#customer-service-config-ws-rn__customer-service-config-ws-rn-browser-1}

## June 2026 {#ariaid-title2}

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. Agent experience for CSM was enhanced and updated in the Australia release.

### What's changed {#customer-service-config-ws-rn-2026-06__customer-service-config-ws-rn-changed-features}

Knowledge article link insertion from Recommended Actions
:   Selecting any of the three attach knowledge article options for work notes, comments, or email from the Recommended Actions panel now automatically switches to the relevant target tab, so the inserted link is immediately
    visible without manual navigation. Inserted links also now display the article title alongside the article number as a hyperlink, replacing the previous article-number-only display. This enhancement applies to the Front-line
    case page and CSM default record page.
{#customer-service-config-ws-rn-2026-06__customer-service-config-ws-rn-changed-features-1}

Knowledge article link insertion from Recommended Actions on the Email Interaction record page
:   Inserted knowledge article links from the Recommended Actions panel now display the article title alongside the article number as a hyperlink in the email body, replacing the previous article-number-only display. This
    enhancement applies to the Email Interaction record page.

## Australia General Availability {#ariaid-title3}

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. Agent experience for CSM was enhanced and updated in the Australia release.

### What's new {#customer-service-config-ws-rn-2026-05__customer-service-config-ws-rn-new-features}

[Activity timer log](https://www.servicenow.com/docs/access?context=csm-config-ws-time-tracking&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Track the time that agents spend working on cases and interactions in CRM Workspace. View a time log report to see detailed records of the time spent on projects and tasks.
{#customer-service-config-ws-rn-2026-05__customer-service-config-ws-rn-new-features-1}

## Australia Early Availability {#ariaid-title4}

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. Agent experience for CSM was enhanced and updated in the Australia release.

### What's new {#customer-service-config-ws-rn-2026-03__customer-service-config-ws-rn-new-features}

[Dock in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-bottom-utility-bar&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Enable agents to minimize drafts of comments, work notes, or emails to a dock at the bottom of the workspace page. This centralized location provides agents with the ability to see all current drafts at a
    glance.

[Form template enhancements](https://www.servicenow.com/docs/access?context=csm-workspace-form-templates&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Save time and promote consistency by creating conditional templates, setting field-level conditions, and automatically populating email body text. Populate these fields using dynamic values from the Case table and related
    tables. Preview template changes before applying them to a record.

[Workspace record page interoperability](https://www.servicenow.com/docs/access?context=csm-config-ws-pages-templates&version=australia&pubname=australia-customer-service-management&ft:locale=en-US#section_q4z_fm3_23c)
:   Enable agents to use record pages between CRM Workspace and ITSM
    Service Operations Workspace. The following ITSM pages are interoperable across CSM:

    * Incident page
    * Change page
    {#customer-service-config-ws-rn-2026-03__ul_dgk_5md_23c}

[AI interaction wrap-up](https://www.servicenow.com/docs/access?context=interaction-wrapup-ai-generated&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Provide agents with AI assistance during the interaction wrap-up period. This feature generates wrap-up content for interaction records, such as the wrap-up code and notes.

[Highlight fields with unsaved changes](https://www.servicenow.com/docs/access?context=csm-workspace-agent-actions&version=australia&pubname=australia-customer-service-management&ft:locale=en-US#section_zzp_dn3_23c)
:   Use visual indicators in CRM Workspace such as icons and background colors to indicate form fields with unsaved changes.

[Knowledge Center article editor available in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-workspace-create-knowledge&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Use the Knowledge Center article editor to create and edit knowledge articles in CRM Workspace. Agents can access the editing capabilities available in the article editor to format knowledge article content such as text, images, and media.

[Unread email count on interaction tabs](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&version=australia&pubname=australia-customer-service-management&ft:locale=en-US#section_rfs_4lt_13c)
:   Displays the number of unread email messages on interaction tabs in CRM Workspace. Hovering over a tab displays a tooltip with a preview of the most recent email.
{#customer-service-config-ws-rn-2026-03__customer-service-config-ws-rn-new-features-1}

### What's changed {#customer-service-config-ws-rn-2026-03__customer-service-config-ws-rn-changed-features}

[Editable record headers](https://www.servicenow.com/docs/access?context=csm-workspace-agent-actions&version=australia&pubname=australia-customer-service-management&ft:locale=en-US#section_hhb_1tj_23c)
:   Enables agents to edit the short description of a record directly from the header field. This feature is available on the following record pages:

    * Front-line case page
    * CSM Interaction record page
    * CSM default record page
    {#customer-service-config-ws-rn-2026-03__ul_ff3_p3g_yhc}

[Collaborate component in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-collaborate-component&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Use the Collaborate component in the contextual side panel in CRM Workspace to communicate and collaborate with stakeholders in real time to resolve cases.

[SLA component on the Front-line case page](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Use the Service Level Agreement (SLA) component in the contextual side panel on the Front-line case page to view SLAs. The SLA cards appear in the Record Information tab below the record information
    card.

[Email Interaction record page enhancements](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Minimize drafts to a dock at the bottom of the workspace page in the inline modeless composer. View activities in the activity feed
    at the top of the page in reverse order, with the newest entries displayed at the bottom.

[Lookup component added to the Email Interaction record page](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Enable agents to look up contacts and consumers by name, phone number, or email address and link them to a record.

[Create actions on the Front-line case page](https://www.servicenow.com/docs/access?context=csm-config-ws-action-layout-groups&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Create different types of records by using the Create button on the Front-line case page. Selecting an action from the Create button, such as creating an incident or a knowledge gap, opens the form in
    a modeless dialogue.

[View attachments in modeless dialogs](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&version=australia&pubname=australia-customer-service-management&ft:locale=en-US#section_sk4_drr_23c)
:   Enable agents to access and review attachments in modeless dialogs instead of workspace tabs. Agents can easily view attachments while also viewing case information and drafts of emails, comments, or work
    notes.

[Auto-dismiss alerts in CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=auto-dismiss-alerts-in-csm-configurable-workspace&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Reduce visual clutter through auto-dismissible alerts, which are enabled by default for Info, Low, and Moderate alerts, with a default timer of five seconds. Critical and High alerts remain persistent to ensure important
    notifications stay visible.

[Maximum number of active tabs in CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-config-workspace-interface&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Agents can open up to 20 active tabs (previously 10) in CRM Workspace to handle multiple tasks simultaneously without losing context.

[Open multiple lists in separate primary tabs](https://www.servicenow.com/docs/access?context=csm-config-workspace-list-views&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Agents can now open multiple lists in different CRM Workspace primary tabs, enabling seamless context switching between lists without losing their current workspace view.

[Granular admin roles](https://www.servicenow.com/docs/access?context=r_RolesInstalledWithCustomerService&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
:   Enhance security, reduce over-privileged accounts, and enable flexible, task-focused permission management by assigning granular, feature-specific roles to replace broad admin access.
{#customer-service-config-ws-rn-2026-03__customer-service-config-ws-rn-changed-features-1}

## Australia {#ariaid-title5}

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. Agent experience for CSM was enhanced and updated in the Australia release.

### Plugin information

New plugins

:   The following plugins are new in Australia:

    * Special Handling Notes (sn_shn): Create notes to bring to the user's attention important information about individual records, such as a case or account record.
    * Special Handling Notes Demo Data (com.snc.shn_demo): Provides the Special Handling Notes application demo data.
    {#customer-service-config-ws-rn-release__ul_bvb_thp_23c}

Deprecated plugins

:   The following plugin is deprecated in Australia:

    Customer Service CTI Demo Data (com.snc.customerservice_cti_demo): ServiceNow Voice with Amazon Connect provides the latest experience for this functionality.{#customer-service-config-ws-rn-release__customer-service-config-ws-rn-deprecated-plugin}

Plugins planned for deprecation

:   The listed plugins are planned for deprecation in a future release.

    Beginning with the Australia release, these plugins will be migrated to store applications. Upgrading your instance to the Australia release automatically installs the store applications.

    * CSM Configurable Workspace Special Handling Notes (com.snc.uib.special_handling_notes)
    * CSM Account Hierarchy (com.snc.sn_csm_account_hierarchy_uib)
    * Resolution Shaper (com.sn_resolutionshaper)
    * sn-component-workspace-ribbon (com.sn_component_workspace_ribbon)
    * Special Handling Instruction (app_sn_shn)
    * Special Handling Notes Demo Data (app_sn_shn)
    * sn-component-account-hierarchy (com.sn_component_account_hierarchy)
    * sn-component-workspace-shn (com.sn_component_workspace_shn)

    {#customer-service-config-ws-rn-release__ul_ubx_wyj_c3c}For more information, see [Plugins activated with Customer Service Management](https://www.servicenow.com/docs/access?context=plugins-activated-with-csm&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).