Customer Service Management release notes The ServiceNow® Customer Service Management application has new and updated applications and features in the Brazil release. Agent experience for CSM release notesThe 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.Case management for CSMThe ServiceNow® Case management application enables customer service organizations and support teams to collaborate on customer problems proactively to resolve issues. See the following sections for release notes by version.Data Management for CSM release notesThe 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 Brazil release. See the following sections for release notes by version.Predictive AI for CSMPredictive AI for CSM includes Recommended Actions, Guided Decisions Experience, Task Intelligence for Customer Service, and Process Optimization applications. See the following sections for release notes by version.Self-service and omnichannel engagement for CSM release notesThe ServiceNow® Customer Service Management (CSM) application enables customers to connect with your organization through chat on self-service portals, consumer messaging apps, email, phone calls, and WebRTC voice widgets. See the following sections for release notes by version.ServiceNow Otto for CSMThe ServiceNow Otto for Customer Service Management (CSM) application is an AI-powered suite that brings generative and agentic AI to customer service channels- voice, chat, email, and web. Agents resolve issues faster with intelligent recommendations. Managers optimize team performance. Admins configure and govern AI workflows. ServiceNow Otto for CSM was enhanced and updated in the Brazil release. See the following sections for release notes by version.Workforce Optimization for CSM release notesThe ServiceNow® Workforce Optimization application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. See the following sections for release notes by version.
Customer Service Management release notes The ServiceNow® Customer Service Management application has new and updated applications and features in the Brazil release. Agent experience for CSM release notesThe 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.Case management for CSMThe ServiceNow® Case management application enables customer service organizations and support teams to collaborate on customer problems proactively to resolve issues. See the following sections for release notes by version.Data Management for CSM release notesThe 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 Brazil release. See the following sections for release notes by version.Predictive AI for CSMPredictive AI for CSM includes Recommended Actions, Guided Decisions Experience, Task Intelligence for Customer Service, and Process Optimization applications. See the following sections for release notes by version.Self-service and omnichannel engagement for CSM release notesThe ServiceNow® Customer Service Management (CSM) application enables customers to connect with your organization through chat on self-service portals, consumer messaging apps, email, phone calls, and WebRTC voice widgets. See the following sections for release notes by version.ServiceNow Otto for CSMThe ServiceNow Otto for Customer Service Management (CSM) application is an AI-powered suite that brings generative and agentic AI to customer service channels- voice, chat, email, and web. Agents resolve issues faster with intelligent recommendations. Managers optimize team performance. Admins configure and govern AI workflows. ServiceNow Otto for CSM was enhanced and updated in the Brazil release. See the following sections for release notes by version.Workforce Optimization for CSM release notesThe ServiceNow® Workforce Optimization application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. See the following sections for release notes by version.