---
sourceDocument: Store Version History Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/store-release-notes

 Release :

    - store

ft:locale :

    - en-US

ft:publication_title :

    - Store Version History Release Notes

ft:clusterId :

    - rnst

bundleId :

    - rnst


---

# Proactive Customer Service Operations release notes

# Proactive Customer Service Operations release notes {#ariaid-title1}

Release version: Store  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Version history for the Proactive Customer Service Operations application on the ServiceNow Store.
Important:  
For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website.

## Version history

Version 25.2.2 - September 2026
:
    * New: Added support for proactive major case creation, child case routing, and recipient list management for Business Organizations, extending the existing account-based proactive customer service capabilities to the Business Organization persona.
    * Changed: The internal implementation has been updated. There is no functional or behavioral impact, and no customer action is needed.

Version 25.1.1 - August 2026
:   Fixed: Fixed csm_evt_mgmt_stakeholder role to support both new and existing install base customers.

Version 25.1.0 - July 2026
:
    * Changed:
      * Event Management operators now use a dedicated CSM role for access control(new installations only)
      * On new installations, access to Customer Service Management data for Event Management operators is granted through the scoped role sn_pro_cs_ops.csm_evt_mgmt_stakeholder instead of the platform-level evt_mgmt_operator role.
      * Assign sn_pro_cs_ops.csm_evt_mgmt_stakeholder to any Event Management operator who needs visibility into CSM data. The role internally includes evt_mgmt_operator, so no additional role assignments are needed. This role grants access to:
        * Customer service cases --- read and add work notes
        * Install base items --- read (filtered to the operator's account and contacts)
        * Customer contacts and account names --- read
      * Existing installations/Upgrades: No action required. Current role assignments and ACL records are unchanged.

Version 25.0.3 - May 2026
:
    * Changed:
      * Enhanced the performance of "CSM Install Base Outages on Home Page" portal widget
      * Related API enhancement on the case creation.

Version 25.0.1 - March 2026
:   Changed: Minor enhancements.

Version 24.1.0 - January 2026
:   Changed: Minor enhancements.

Version 24.0.1 - August 2025
:   Minor bug fixes.

Version 24.0.0 - February 2025

:   This version is dependent on the Install base store application and is compatible with the Yokohama release only.

    {#store-rn-csm-proactive-customer-service-ops__latest-store-rn-csm-proactive-customer-service-ops}
{#store-rn-csm-proactive-customer-service-ops__latest-store-rn-csm-proactive-customer-service-ops}

Version 23.1.2 - November 2024
:   Minor security fixes.

Version 23.1.1 - May 2024
:
    * New: Proactive Customer Service Operation now supports i18n localization.
    * Fixed: Include minor security fixes.

Version 23.0.5 - February 2023
:   The plugin was available as a family plugin until the Tokyo release and as a store app from the Utah release.