Playbooks for Customer Service Management release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Playbooks for Customer Service Management Release Notes

    The Playbooks for Customer Service Management (CSM) application on the ServiceNow Store provides process-driven guidance and automation to enhance case and customer service management workflows. It integrates with CSM Configurable Workspace and supports creating process-based pages and playbooks that improve agent efficiency and customer experience.

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    Key Features and Enhancements

    • Process-based Playbooks: Templates and UI Builder components enable creation of horizontal and vertical stage playbooks to guide agents through case lifecycles.
    • Related Parties Management: New automation activities allow adding and persisting related party records directly within playbooks, improving data consistency.
    • Enhanced UI and Accessibility: Updates include responsive layouts, support for modeless dialogs for email and comment composition, and WCAG compliance fixes.
    • Improved Workspace Integration: Support for Consumer/Customer lookup cards, multi-form controller support, and a new layout switcher for toggling between record details and playbook views.
    • Service Portal Integration: Guided case intake and visualization of the case lifecycle on the Service Portal enhance end-customer interactions.
    • Email and Approval Flow Support: Inclusion of email tabs and templates within process pages and customization options for approval start and end states.
    • Optional Activities: Ability to add optional activities within playbooks adds flexibility to case handling processes.
    • Security and Bug Fixes: Regular updates include critical security patches and fixes improving stability and usability.

    Practical Benefits for ServiceNow Customers

    • Streamlined Case Management: Guided playbook stages help agents follow consistent processes, reducing errors and improving resolution times.
    • Better Data Management: Automation for related parties and improved UI components ensure accurate and efficient data capture.
    • Improved Accessibility and User Experience: Responsive designs and accessibility fixes enable a broader range of users to interact effectively with the system.
    • End-Customer Engagement: Service Portal enhancements provide customers with a transparent and guided case experience.
    • Configurable and Extensible: Integration with Process Automation Designer and UI Builder templates allows tailoring playbooks to unique organizational needs.

    Version Compatibility and Requirements

    Customers should refer to the ServiceNow Store listing for detailed system requirements and compatibility, including dependencies on CSM Configurable Workspace versions.

    Version history for the Playbooks for Customer Service Management 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 6.5.1 - June 2026
    • New: OOTB Create Related Parties automation activity for persisting related party records to the database
    • Changed: Guest sandbox disabled for some zBoot customers
    • Fixed:
      • Translatable messages in CSMPlaybookUtil and Documents REST API (i18n)
      • Restart Item event mapping on Playbook Activity Viewer in the Create Case Process UI Builder page
    Version 6.4.1 - May 2026
    • New:
      • Enhanced Add Related Party activity in terms of data persistence, and empty state issues
      • Fixed WCAG 1.4.10 reflow on horizontal and vertical stages templates
    Version 6.3.1 - March 2026
    New: This version of Playbooks for Customer Service Management includes activity to add the related parties within the playbook configured.
    Version 6.1.1 - December 2025
    This version of Playbooks for Customer Service Management includes accessibility improvements and responsive layout fixes for both horizontal and vertical playbook pages.
    Version 6.0.0 - August 2025
    Contains minor bug fixes.
    Version 5.4.2 - March 2025
    Contains security bug fixes.
    Version 5.4.0 - February 2025
    This version of Playbooks for Customer Service Management includes accessibility and security bug fixes.
    Version 5.1.0 - August 2024
    • The Playbooks for Customer Service Management v5.1.0 release includes UI Builder templates with horizontal and vertical playbook stages. These templates can be used to create pages/page variants for record types in CSM Configurable Workspace with the following added functionalities:
      • Added Consumer/Customer record lookup cards to the left panel with linking/unlinking behavior.
      • Added new Action Layout with the "Create" and "Compose" button groups.
      • Added multi-form controller support uptake from platform to the templates.
      • Added reflow support to the templates.
      • Added modeless dialogs support for composing emails, comments, and work notes. This functionality is available with the "Compose" button group.
      • Added a new layout switcher experience to switch between record details and playbook views.
      • Renamed "Process experience with vertical stages" template to "Case playbook: vertical stages".
      • Renamed "Process experience with horizontal stages" template to "Case playbook: horizontal stages".
      • Replaced Dynamic Related Records (DRR) with the Related items tab in the contextual side panel.
    Version 5.0.2 - May 2024
    Includes minor fixes.
    Version 5.0.1 - March 2024
    Minor security improvements and other fixes.
    Version 5.0.0 - February 2024
    • Playbook process on the Service Portal case ticket page for end customers.
    • Guided case intake process via playbooks on the Service Portal for end customers.
    • Visualization of the end-to-end case lifecycle when viewing a case.
    Version 4.1.1 - January 2024
    The Playbook for Customer Service Management v4.1.1 patch release includes UI improvements to playbook macroponents and screen conditions.
    Version 4.1.0 - November 2023
    • The Playbook for Customer Service Management v4.1 release includes the following changes:
      • Support for case summarization card on the left panel in Process Page templates.
      • 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 4.0.2 - September 2023
    • The Playbook for Customer Service Management v4.0.2 patch release includes the following fixes:
      • Uptake of the form controller for the Add new task UI action (+button) in Dynamic Related Records.
      • Removal of the Request, Approval, and Approval Received UI actions from the Case form on the Core UI.
    Version 3.1.1 - September 2023
    This version of Playbooks for Customer Service Management includes the ability to add optional activities in playbooks.
    Version 4.0.1 - August 2023
    • This version of Playbooks for Customer Service Management includes improvements to the process page variants. Changes include:
      • Ability to add optional activities and edit case details in playbooks.
      • Support for record generator in Case Playbook for Product Support to guide users through the record creation process.
    Version 3.1.0 - August 2023
    This version of Playbooks for Customer Service Management includes the ability to add optional activities in playbooks.
    Version 3.0.1 - 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 3.0.0 - May 2023
    This version of Playbooks for Customer Service Management includes templates that you can use to create process-based pages/page variants for record types in CSM Configurable Workspace. Pages created with these templates deliver a process-based experience for record types associated with one or more processes defined using Process Automation Designer (PAD).
    Version 2.1.0 - November 2022
    • This version of Playbooks for Customer Service Management includes changes to connect the existing playbook, activity stream, and related records UI Builder components to the CSM default record page and CSM interaction page that are introduced in the CSM Configurable Workspace v23.0.5 store app.
    • Please note that this version of the store app requires updating to CSM Configurable Workspace v23.0.5 or a later version.
    Version 2.0.2 - August 2022
    New: The Open List action on the Show List of Records activity in a playbook opens a dedicated tab that displays the list of records from the table associated with the activity. The Show List of Records activity is included with the Playbooks for Customer Service Management application.
    Version 2.0.1 - February 2022
    New: Updated theme for Playbooks for Customer Service Management
    Version 1.0.5 - July 2021
    Changed: Added generic Playbook declarative actions, flows, and UIB pages which are used across multiple case types.