Case Playbook for Complaints release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Case Playbook for Complaints Release Notes

    The Case Playbook for Complaints is a ServiceNow application designed to streamline and manage the entire lifecycle of customer complaint cases. It provides a structured set of activities and process stages—from complaint logging through resolution and customer communication—enabling customer service teams to efficiently handle complaints within the Customer Service Management (CSM) environment. This playbook integrates with CSM Configurable Workspace and supports enhanced UI experiences and automation capabilities.

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    Key Features

    • Process-Based Page Variants: Visual stage pickers and dynamic related records components provide agents with an end-to-end view of the complaint process and quick access to related information.
    • Granular Role Support: Supports fine-grained read/write roles (viewer and admin) for the complaint module to control access and editing privileges.
    • AI Enhancements: AI-generated field indicators are consistently displayed, and AI research agent task management allows task suggestions to be updated dynamically, improving efficiency.
    • Improved UI Navigation: Back button navigation and consolidated action buttons ("Continue" and "Save and Continue") simplify moving through playbook activities.
    • Enhanced Triage and Research Stages: Better display and editing of complaint details and attachments, improved task management, and replacement of case task-specific activities with a unified task list activity.
    • Data Model Updates: New fields such as customer correspondence content, guest information, and external reference numbers enhance complaint case data capture.
    • Support for Unified Consumer Role and Email Templates: Enables handling complaints across unified consumer profiles with email integration in process pages.
    • Mobile and UI Experience: Support for Next Experience UI on mobile and configurable workspace updates improve agent usability across devices.
    • Playbook-Specific Enhancements: Focused and compact playbook views in the contextual side panel, dynamic related records, and activity streams accessible without leaving the playbook context.

    Key Outcomes for ServiceNow Customers

    • Agents gain a guided, efficient workflow for complaint management, reducing complexity and improving resolution times.
    • Improved role-based security ensures appropriate access controls for complaint data.
    • AI integration supports smarter task management, enabling agents to confirm or update suggested tasks seamlessly.
    • The enhanced UI and navigation features reduce agent effort and improve user experience within both the platform UI and Workspace environments.
    • Expanded data fields provide richer complaint information, supporting better case analysis and customer communication.
    • Mobile and workspace enhancements ensure agents can manage complaints effectively across different devices and interfaces.
    • Regular updates address bug fixes, security improvements, and compatibility with evolving ServiceNow platform features, ensuring a stable and secure application.

    Practical Notes

    For optimal use, customers should verify system requirements and family compatibility on the ServiceNow Store listing. Some versions require specific platform upgrades, such as CSM Configurable Workspace v23.0.5 or later. Activation and publishing of new versions (e.g., version 8.0.1) are often enabled by default, facilitating immediate adoption of new capabilities.

    Version history for the Customer Service Management Case Playbook for Complaints on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 9.0.0 - June 2026
    • Changed:
      • AI Sparkle on Fields: AI-generated field indicators are now displayed consistently across both the platform UI and Workspace.
      • Granular Read/Write Role Support: The Complaint module now supports app-level granular roles — reader role: sn_complaint.viewer, writer role: sn_complaint.admin.
      • AI Research Agent Task Management: When a user confirms the AI research agent's suggested tasks, existing tasks are cancelled and replaced with the newly suggested ones.
    Version 8.0.1 - March 2026
    • New version of complaint playbook.By default, it is activated and published.
    • New:
      • UI Navigation Improvements
        • Implemented back button navigation across playbook activities
        • Consolidated multiple buttons into "Continue" or "Save and Continue" buttons on all activities
      • Complaint Case summarization
    • Changed:
      • Enhanced triage stage activity
        • Shown complaint details, attachment, and response compose components in triage activity
        • Improved UI for complaint details display/edit.
      • Research stage enhancements
        • Replaced case tasks specific activities with case tasks list activity
        • Improved navigation and task management
      • Data model changes.  New fields added.
        • Customer correspondence content
        • Complaint submitted by
        • Guest address
        • Guest email
        • Guest mobile
        • Guest name
        • External reference number
    Version 7.1.1 - December 2025
    • New: Contains new granular admin roles.
    • Fixed: Contains minor security defect fixes.
    Version 7.0.1 - August 2025
    Contains minor bug fixes.
    Version 6.3.0 - February 2025
    This version of Case Playbook for Complaints includes minor bug fixes.
    Version 6.2.0 - May 2024
    This version of Case Playbook for Complaints includes support for the Unified Consumer role.
    Version 6.1.0 - November 2023
    • This version of Case Playbook for Complaints includes improvements to the process page variants. Changes include:
      • Added support for the Email tab in the Activity Stream.
      • Support for email templates on Process Page templates and variants in the contextual side panel.
      • Support for customization of the start and end states of the approval flow.
    Version 6.0.1 - August 2023
    This version of Playbooks for Customer Service Management includes improvements to the process page variants. Changes include:
    • Ability to add optional activities
    • Edit case details in playbooks.
    Version 5.0.1 - June 2023
    Fixed: This version of Playbooks for Customer Service Management includes minor fixes to the View Details action on process-based page templates and page variants in CSM Configurable Workspace, including:
    • Improved saving experience on reference fields within the View Details modal.
    • Increased View Details modal window.
    Version 5.0.0 - May 2023
    This Case Playbook for Complaints release includes a process-based page variant that you can activate and use with the complaint case type in CSM Configurable Workspace. This page includes a horizontal stage picker at the top of the record that provides an end-to-end view of the complaint process. This page also displays the related list tabs in the Dynamic Related Records component in the contextual side panel and displays persistent account and contact information. Agents can create tasks as needed as well as view and update case details.
    Version 4.2.0 - February 2023
    Changed: This release includes changes to support executing process definitions on flow engine instead of the process automation designer engine, Next Experience UI for the mobile app, demo data for service definitions, and Minor fixes.
    Version 4.1.0 - November 2022

    Changed: This version of the Case Playbook for Complaints store app includes changes to support the new record pages included in Playbooks for Customer Service Management v2.1.0 or a later version.

    Please note that this version of the store app requires updating to CSM Configurable Workspace v23.0.5 or a later version.

    Version 4.0.2 - February 2022
    • Changed:
      • Changed highlighted value colors for priority field
      • Modal header, help text, and labels changed on case type selector to sentence case
      • Response template: highlight text color changed
      • Minor changes to activity titles
      • Fixed minor issue with De-escalate Case declarative action
      • Fixed flow so that the title for Playbook stages show correct names
    Version 3.0.6 - July 2021
    • Changed:
      • New refined PAD process created for complaint case which optimizes the activity cards and removes any redundant cards.
      • Update to the out-of-box record producer which provides the ability to add in the additional member data.
      • Complaint Playbook displayed in focused view which enables agents to view one activity at a time and gives them more real estate to work on the task.
      • Complaint Playbook displayed in Compact mode which enables agents to complete the Playbook in the contextual side panel.
      • Playbook-specific Dynamic Related Records available in the contextual side panel so agents can quickly view related records without switching tabs.
      • Activity stream and ribbon available in the contextual side panel so that agents can access information without leaving the playbook focus area.
    Version 2.0.2 - January 2021
    New: Enables support for Playbook in CSM Configurable Workspace. Agents can use the simplified Playbook UI experience in Workspace to update records and complete tasks across multiple workflow activities.
    Version 1.0.5 - December 2020
    Changed: Replaced the mailinator.com domain with example.com in the application demo data.
    Version 1.0.1 - July 2020
    New: Use the ServiceNow® Case Playbook for Complaints to manage the process for handling customer complaints. This playbook provides an end-to-end life cycle for the tasks performed during the complaint handling process, from the time a complaint is logged to the final resolution and communication to the customer.