CSM Manager Dashboard release notes

  • Release version: Store
  • Updated April 9, 2026
  • 1 minute to read

    • Version history for the ServiceNow® CSM Manager Dashboard application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.
    Version 1.0.1 - April 2026
    Minor bug fixes.
    Version 1.0.0 - March 2026
    • CSM Manager Dashboard delivers actionable operational and AI-driven insights directly within the CSM/FSM Workspace experience.
    • This release decouples the Manager Dashboard from the Enterprise-only Workforce Optimization bundle and modularizes it for broader availability across Pro and Pro+ SKUs.
    • Previously restricted to Enterprise customers, the Manager Dashboard is now delivered as a reusable, UI Builder–based component embedded within CSM/FSM Workspace. The architecture enables entitlement-based access, dynamic widget rendering, and scalable enhancements aligned with Channel Management and Omnichannel Engagement strategies.
    • With this release:
      • Pro customers gain access to core operational and performance metrics within Workspace.
      • Pro+ customers unlock advanced AI-driven widgets such as Sentiment Analysis, Trending Topics, and Auto QA.
      • Enterprise customers retain full capabilities.
    • This modular approach ensures consistent packaging, scalable enhancements, and upgrade-safe deployment while expanding access to manager-level insights.