---
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


---

# Predictive AI for CSM

# Predictive AI for CSM {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Predictive 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.

## About Predictive AI for CSM {#predictive-ai-for-csm-rn__predictive-ai-for-csm-rn-about}

* The Recommended Actions application brings contextual guidance to CSM. It helps improve productivity and efficiency by displaying context-based actions and enabling AI search, so agents can quickly resolve customer issues.
* Guided Decisions Experience uses interactive decision trees to help agents resolve cases consistently and accurately.
* ServiceNow's Task Intelligence solution applies machine learning to Customer Service Management, automating routine case work to help teams resolve customer issues faster. The system intelligently processes requests, comprehends written content, assesses customer emotion, and auto-generates case records, cutting down on manual administrative work.
* Process Optimization for CSM visualizes your customer service workflows. It uses case data and audit logs to reveal exactly how customer requests move through your service operations.
{#predictive-ai-for-csm-rn__ul_ivv_25s_hkc}

Predictive AI for CSM applies rule-based logic based on traditional machine learning patterns and does not use generative or agentic AI. See [Configuring Recommended Actions](https://www.servicenow.com/docs/access?context=nba&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US), [Configuring Guided Decisions](https://www.servicenow.com/docs/access?context=setting-up-guided-decisions&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US), [Task Intelligence for Customer Service](https://www.servicenow.com/docs/access?context=csm-task-intelligence&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US), and [Integrating with Process Mining](https://www.servicenow.com/docs/access?context=process-opt-csm&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US) and for more information.{#predictive-ai-for-csm-rn__predictive-ai-for-csm-rn-about-2}

## Activation and other requirements {#predictive-ai-for-csm-rn__predictive-ai-for-csm-rn-requirements-activation}

Activation information{#predictive-ai-for-csm-rn__predictive-ai-for-csm-rn-activation-info}

:   Customer Service Management is available with activation of the Case Management Core plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US).

    Important:  
    The following applications are available in ServiceNow® Store:

    * Recommended Actions (sn_nb_action)
    * Recommended Actions for Customer Service (sn_cs_nb_action)
    * Guided Decisions Experience (sn_ga_exp)
    * Task Intelligence for Customer Service (com.snc.csm_ml_task)
    * Process Optimization (com.snc.csm_process_optimization)
    {#predictive-ai-for-csm-rn__ul_rpj_25j_23c} {#predictive-ai-for-csm-rn__predictive-ai-for-csm-rn-requirements-info-1}
{#predictive-ai-for-csm-rn__predictive-ai-for-csm-rn-requirements-info-1}

Browser requirements{#predictive-ai-for-csm-rn__predictive-ai-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).

    {#predictive-ai-for-csm-rn__predictive-ai-for-csm-rn-requirements-browser-1}
{#predictive-ai-for-csm-rn__predictive-ai-for-csm-rn-requirements-browser-1}{#predictive-ai-for-csm-rn__predictive-ai-for-csm-rn-activation-details}

## Version 1.0 {#ariaid-title2}

Process Mining Content Pack for CSM and Guided Decisions Experience are planned for deprecation (Sept 2026 and Denmark release respectively). Guided Decisions - Guidance Global Entities plugin has been renamed to Guidance Global Entities
starting with the Brazil release.

### Plugin information {#predictive-ai-for-csm-rn-2026-09__predictive-ai-for-csm-rn-plugin-info}

Plugins planned for deprecation{#predictive-ai-for-csm-rn-2026-09__predictive-ai-for-csm-rn-planned-dep-plugins}
:
    * Process Mining Content Pack for CSM (com.snc.csm_process_optimization): Planned for deprecation in Sept 2026. Starting with the Brazil release this plugin will be migrated to Process Mining Content Pack store application. Upgrade your instance to Brazil or higher releases.{#predictive-ai-for-csm-rn-2026-09__predictive-ai-for-csm-rn-planned-dep-plugin-1}

    * Guided Decisions Experience (com.snc.guided_decisions_playbook_experience): Planned for deprecation in the Denmark release. Migrate to Guided Decision Playbooks, the supported replacement for Guided Decisions Experience.
    {#predictive-ai-for-csm-rn-2026-09__ul_wcd_1dy_kkc}

Renamed or changed plugins{#predictive-ai-for-csm-rn-2026-09__predictive-ai-for-csm-rn-changed-plugins}

:   Guided Decisions - Guidance Global Entities (com.snc.guided_decisions_guidance_global): Starting from the Brazil release, the Guided Decisions - Guidance Global Entities (com.snc.guided_decisions_guidance_global) plugin has been renamed to Guidance Global Entities (com.snc.guided_decisions_guidance_global).{#predictive-ai-for-csm-rn-2026-09__predictive-ai-for-csm-rn-changed-plugin-1}

{#predictive-ai-for-csm-rn-2026-09__predictive-ai-for-csm-rn-plugin-details}