Case Playbook for Onboarding release notes

  • Release version: Store
  • Updated June 11, 2026
  • 4 minutes to read
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    Summary of Case Playbook for Onboarding release notes

    The Case Playbook for Onboarding is a ServiceNow Store application designed to streamline and manage the entire customer onboarding process within Customer Service Management (CSM). It offers an end-to-end lifecycle for onboarding tasks, enabling agents to handle new customer enrollments or new product onboarding efficiently from initiation to completion.

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    This playbook integrates with CSM Configurable Workspace and supports various UI enhancements to improve agent productivity and customer interaction visibility.

    Key Features and Enhancements

    • Process Automation and UI Improvements: Introduction of Process Automation Designer (PAD) for exposing customer interaction points, support for process-based page variants with horizontal stage pickers for clear onboarding progress, and enhanced activity stream and dynamic related records components within the contextual side panel.
    • Role and Security Updates: Addition of granular admin roles, support for Unified Consumer role, and continuous security enhancements to query access controls and minor security fixes to safeguard onboarding cases.
    • User Experience Enhancements: Ability for a single user to act as either a B2B Contact or B2C Consumer depending on portal access, customizable approval flow start and end states, email tab support in activity streams, and refined UI elements such as priority field color changes and modal improvements.
    • Workspace Integration: Support for Playbook usage within CSM Configurable Workspace, enabling agents to update records and complete tasks efficiently across multiple workflow activities.
    • Bug Fixes and Minor Updates: Regular fixes addressing minor bugs, UI refinements, and enhancements to save experiences and modal sizing improve overall stability and usability.

    Practical Benefits for ServiceNow Customers

    • Streamlined Onboarding Processes: Customers can use the playbook to automate and manage onboarding workflows, reducing manual effort and errors.
    • Improved Agent Productivity: The enhanced UI and workspace integration allow agents to access relevant information, communicate, and perform tasks without switching contexts.
    • Flexible User Roles: Support for multiple user roles and portal access scenarios ensures that onboarding processes can accommodate diverse customer types.
    • Enhanced Security and Control: Ongoing security updates provide customers with confidence in data protection and access control within onboarding cases.

    Next Steps

    ServiceNow customers interested in deploying or updating the Case Playbook for Onboarding should review system requirements and family compatibility on the ServiceNow Store. Staying current with the latest release ensures access to the newest features, security enhancements, and performance improvements.

    Version history for the Customer Service Management Case Playbook for Onboarding 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 8.3.0 - June 2026
    Fixed: Security enhancements to query access controls for Onboarding Case
    Version 8.2.0 - March 2026
    Changed: Enabled a single user to seamlessly act as either a B2B Contact or a B2C Consumer in Onboarding Cases based on the portal they access (CSM or CSP).
    Version 8.1.0 - December 2025
    • New: Contains new granular admin roles.
    • Fixed: Contains minor security defect fixes.
    Version 8.0.1 - August 2025
    Contains minor bug fixes.
    Version 7.2.0 - February 2025
    This version of Case Playbook for Onboarding includes minor bug fixes.
    Version 7.1.1 - September 2024
    • Minor security improvements
    • Minor bug fixes
    Version 7.1.0 - May 2024
    This version of Case Playbook for Onboarding includes support for the Unified Consumer role.
    Version 7.0.2 - March 2024
    Minor security improvements and other fixes.
    Version 7.0.1 - February 2024

    This version includes changes to the Case Playbook for Onboarding with a new Process Automation Designer, exposing areas of the onboarding process that require customer interaction on the Customer Service Management Portal.

    Version 6.1.0 - November 2023
    • This version of Case Playbook for Onboarding 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 6.0.0 - 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 Onboarding version includes a process-based page variant that you can activate and use with the onboarding 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 onboarding process. This page also displays the related list tabs in the Dynamic Related Records component in the contextual side panel and displays account and contact information on the left panel. Agents can create tasks as needed as well as view and update case details.
    Version 4.2.0 - February 2023
    Changed: This release includes minor changes to support executing process definitions on flow engine instead of the process automation designer engine, Next Experience UI changes on the mobile app, demo data for service definitions, and Minor fixes.
    Version 4.1.0 - November 2022
    • This version of the Case Playbook for Onboarding store app includes changes to support the new record pages included in Playbooks for Customer Service Management v2.1.0 or a later version.
    • Note that this version of the store app requires updating to CSM Configurable Workspace v23.0.5 or a later version.
    Version 4.0.3 - February 2022
    • Changed:
      • Changed highlighted value colors for priority field
      • Modal header, help text, and labels on case type selector changed to sentence case
      • Response template: highlight text color changed
      • Minor changes to activity titles
      • Fixed minor issue with De-escalate Case declarative action
      • Added ServiceNow as the application vendor
      • Minor localization fixes
    Version 3.0.5 - July 2021
    • Changed:
      • New refined PAD process created for onboarding 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. Onboarding 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.
      • Onboarding 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 2.0.1 - 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 Case Playbook for Onboarding to manage the process for taking on new customers or enrolling customers for new products. This playbook provides an end-to-end life cycle for the tasks performed during the onboarding process from initiation to completion.