Case Playbook for Product Support release notes

  • Release version: Store
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Case Playbook for Product Support release notes

    The Case Playbook for Product Support on the ServiceNow Store provides a structured approach for customer service agents to effectively resolve product-related issues. This document outlines the version history, highlighting significant updates and enhancements made to the playbook over time.

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    Key Features

    • Version 6.0.1 - August 2025: Dependency changes.
    • Version 5.1.0 - November 2023: Introduced support for the Email tab in the Activity Stream, email templates for Process Page templates, and customization options for the approval flow.
    • Version 5.0.0 - August 2023: Enhanced process page variants with optional activities, case detail editing, and a record generator for guiding users in record creation.
    • Version 4.0.1 - June 2023: Fixed issues with the View Details action, improving the user experience on process-based page templates.
    • Version 4.0.0 - May 2023: Added a process-based page variant with a horizontal stage picker for an end-to-end view of the support process, along with dynamic related records.
    • Version 3.1.0 - February 2023: Minor changes to support process definitions on flow engine.
    • Version 3.0.5 - July 2021: Refined PAD process for better activity card management and introduced a Compact mode for focused task completion.
    • Version 2.0.1 - January 2021: Enabled support for Playbook in CSM Configurable Workspace, facilitating a streamlined UI for agents.
    • Version 1.0.1 - July 2020: Launched the ServiceNow Case Playbook for Product Support to assist agents in resolving product issues effectively.

    Key Outcomes

    These updates enable ServiceNow customers to enhance their case management processes, improve agent productivity, and streamline workflows in Customer Service Management. The enhancements focus on providing a more intuitive and efficient experience for agents, allowing them to resolve issues more effectively and manage tasks seamlessly. For detailed system requirements and compatibility, refer to the ServiceNow Store listing.

    Version history for the Customer Service Management Case Playbook for Product Support 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 6.0.1 - August 2025
    Dependency changes.
    Version 5.1.0 - November 2023
    • The Case Playbook For Product Supportv5.1 release includes the following changes:
      • Added support for the Email tab in the Activity Stream.
      • Support for the 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 5.0.0 - August 2023
    This version of Playbooks for Customer Service Management includes improvements to the process page variants. Changes include:
    • Ability to add optional activities and edit case details in playbooks.
    • Support for record generator to guide users through the record creation process.
    Version 4.0.1 - 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 4.0.0 - May 2023
    This Case Playbook for Product Support version includes a process-based page variant that you can activate and use with cases 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 product support process and the activities within the stage are stacked. This page also displays the related list tabs in the Dynamic Related Records component in the contextual side panel. The left panel is used to display persistent account and contact information. Agents can create tasks as needed as well as view and update case details.
    Version 3.1.0 - February 2023
    Changed: This release includes minor changes to support executing process definitions on flow engine instead of the process automation designer engine.
    Version 3.0.6 - December 2022
    Includes Minor fixes. No new functionality.
    Version 3.0.5 - July 2021
    • Changed:
      • New refined PAD process created for product case which optimizes the activity cards and removes any redundant cards.
      • Product Support 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.
      • Product Support 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 1.0.1 - July 2020
    New: Use the ServiceNow® Case Playbook for Product Support to guide customer service agents through the steps that are required to resolve product issues.