Process Mining Content Pack for CSM release notes

  • Release version: Store
  • Updated April 9, 2026
  • 2 minutes to read
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    Summary of Process Mining Content Pack for CSM release notes

    The Process Mining Content Pack for Customer Service Management (CSM) on the ServiceNow Store enables customers to analyze and improve customer service processes by extracting actionable insights from case data audit trails. It helps identify inefficiencies, bottlenecks, and SLA breaches to optimize process performance and enhance business outcomes.

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    Key Features

    • Predefined Configurations (Version 23.3.0): Includes predefined state definitions, responsibility mappings, teams, and agent assignments, allowing customers to start quickly without extensive setup. Automatic recommendations for activity fields, breakdowns, and child tables reduce configuration time and technical complexity.
    • SLA Breach Analysis (Version 23.2.0): Provides a dedicated project to analyze SLA breaches, identify root causes, highlight bottlenecks, and recommend improvements.
    • LLM-Based Work Notes Analysis (Version 23.1.0): Employs large language models to analyze work notes, helping investigate causes of long resolution times and delays.
    • Multi-Dimensional Mining (Versions 22.3.2 and 22.3.0): Supports hierarchical tables to link related processes and visualize them in a single graph for comprehensive process analysis.
    • Dashboard and Insights (Version 22.2.1): Features dashboards showing key performance indicators (KPIs) and insights on common inefficiencies in speed and conformance, enhanced by AI techniques like clustering and root cause analysis.
    • Process Configuration Management (Version 23.1.0): Process configurations are now read-only templates manageable by admins, with the ability to copy or import parts into custom configurations, enhancing governance and flexibility.
    • Bug Fixes and Minor Improvements: Includes fixes such as resolving issues with advanced transitions and general functionality enhancements across versions.

    Practical Benefits for ServiceNow Customers

    • Quick deployment with out-of-the-box configurations tailored for CSM processes, reducing setup effort and need for technical expertise.
    • Improved visibility into process inefficiencies, SLA breaches, and resolution delays, enabling targeted improvements.
    • Comprehensive process views through multi-dimensional mining help understand complex, related workflows.
    • AI-driven insights and intuitive dashboards empower process owners to make data-driven decisions.
    • Enhanced control over process configurations ensures consistent and secure management aligned with organizational policies.

    Version history for the Process Mining Content Pack for CSM application 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 23.3.0 - April 2026
    • Changed:
      • Process Mining now includes predefined state definitions, responsibility mappings, teams, and agent assignments so customers can start immediately and adjust over time. This enables key metrics including idle time and touchpoint analysis out of the box.
      • When creating a new project, Process Mining automatically recommends fields for activities, breakdowns, and child tables — reducing setup time and the technical knowledge required to reach a working configuration.
    Version 23.2.0 - August 2025
    • New:
      • Use the following features to find process improvement opportunities:
        • Use the SLA breach analysis project in Process Mining to identify and analyze cases where service level agreements (SLAs) have been violated.
        • The SLA breach analysis project provides insights into the root causes of breaches, highlights bottlenecks, and recommends improvements to optimize process performance.
    Version 23.1.0 - February 2025
    • New:
      • Use the following features to find process improvement opportunities:
        • Work notes analysis feature is Now LLM based.
        • Mine the configured base system project to investigate the causes of long resolution times and get a clear understanding of what's causing the delays.
    • Changed:
      • Use the process mining improvements to improve processes as needed:
        • Removed the viewer role from all records in the Process Mining Content Pack for Customer Service Management (CSM).
        • Set process configurations as read-only templates, deletable only by a process mining admin. Enable customers to copy the template or import specific parts into their custom configuration.
    Version 23.2.8 - August 2023
    Fixed: When the 'is anything' operator was used, the user was unable to apply advanced transitions. This is now fixed.
    Version 22.3.5 - February 2023
    Changed: Minor updates to improve functionality.
    Version 22.3.2 - December 2022
    PO now supports multi-dimensional mining, i.e., a hierarchy of tables. You can link different related processes together to visualize in one graph
    Version 22.3.0 - September 2022

    PO now supports multi-dimensional mining, i.e., a hierarchy of tables. You can link different related processes together to visualize in one graph.

    Version 22.2.1 - May 2022
    • New: This release has two key features:
      • Dashboard and Insights page showing the KPIs that matter the most and insights around most common inefficiencies related to speed and conformance
      • AI techniques such as clustering and root cause analysis to help you easily identify the key problem areas leading to customer service process inefficiencies
    Version 22.1.0 - February 2022
    Process Mining for Customer Service Management creates business process flows from the case data in audit trails, allowing process owners to perform in-depth analysis and discover process insights to improve business outcomes.