--- 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 --- # Customer Success Management release notes # Customer Success Management release notes {#ariaid-title1} Release version: Store Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 13 minutes to read Version history for the Customer Success Management 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 6.7.5 - September 2026 (Australia) : * Touchpoint Conversation Builder * AI-assisted preparation and post-meeting actioning layered on top of the Touchpoint record. * Pre-meeting brief --- Generates a structured prep document from account context (health, financials, open work, recent activities), accessible from the touchpoint record. * Post-meeting recap --- AI-generated recap and follow-up success task created from meeting notes. {#store-rn-telecom-customer-success-mgmt__ul_yyb_rxp_lkc} {#store-rn-telecom-customer-success-mgmt__ul_ffm_qxp_lkc} Version 6.5.19 - September 2026 (Zurich) : * Touchpoint Conversation Builder * AI-assisted preparation and post-meeting actioning are layered on top of the Touchpoint record. * Pre-meeting brief --- Generates a structured prep document from account context (health, financials, open work, recent activities), accessible from the touchpoint record. * Post-meeting recap --- AI-generated recap and follow-up success task created from meeting notes. {#store-rn-telecom-customer-success-mgmt__ul_bjt_rxp_lkc} {#store-rn-telecom-customer-success-mgmt__ul_ugg_rxp_lkc} Version 6.6.11 - August 2026 (Australia) : * This release includes two features: PAR Versioning and Use Case Access Control. * PAR Versioning --- Data Model Foundation * Product Achievement Records can now track which published version is currently active. This release introduces the foundational versioning layer --- each record can reference its current version, and immutable snapshots are stored with metadata, lineage, and notes, protected by role-appropriate access controls. All future PAR Versioning capabilities build on this foundation. {#store-rn-telecom-customer-success-mgmt__ul_r35_tmv_bkc} * Use Case Access Control --- Granular Role Family * Use Case access is now managed through a dedicated role family, independent of broader capability roles. Previously, capability access automatically carried over to Use Case tables, creating unintended over-privilege. Administrators can now grant or revoke access to Base Use Case, Supported Use Case, and Use Case Solution Map independently --- without affecting any other capability permissions. {#store-rn-telecom-customer-success-mgmt__ul_zr1_5mv_bkc} {#store-rn-telecom-customer-success-mgmt__ul_an2_5mv_bkc} {#store-rn-telecom-customer-success-mgmt__ul_ggm_tmv_bkc} Version 6.5.12 - August 2026 (Zurich) : * This release includes two features: PAR Versioning and Use Case Access Control. * PAR Versioning --- Data Model Foundation * Product Achievement Records can now track which published version is currently active. This release introduces the foundational versioning layer --- each record can reference its current version, and immutable snapshots are stored with metadata, lineage, and notes, protected by role-appropriate access controls. All future PAR Versioning capabilities build on this foundation. {#store-rn-telecom-customer-success-mgmt__ul_xfs_smv_bkc} * Use Case Access Control --- Granular Role Family * Use Case access is now managed through a dedicated role family, independent of broader capability roles. Previously, capability access automatically carried over to Use Case tables, creating unintended over-privilege. Administrators can now grant or revoke access to Base Use Case, Supported Use Case, and Use Case Solution Map independently --- without affecting any other capability permissions. {#store-rn-telecom-customer-success-mgmt__ul_lcx_smv_bkc} {#store-rn-telecom-customer-success-mgmt__ul_scg_tmv_bkc} {#store-rn-telecom-customer-success-mgmt__ul_bjc_smv_bkc} Version 6.4.12 - August 2026 (Yokohama) : * This release includes two features: PAR Versioning and Use Case Access Control. * PAR Versioning --- Data Model Foundation * Product Achievement Records can now track which published version is currently active. This release introduces the foundational versioning layer --- each record can reference its current version, and immutable snapshots are stored with metadata, lineage, and notes, protected by role-appropriate access controls. All future PAR Versioning capabilities build on this foundation. {#store-rn-telecom-customer-success-mgmt__ul_pgl_knw_bkc} * Use Case Access Control --- Granular Role Family * Use Case access is now managed through a dedicated role family, independent of broader capability roles. Previously, capability access automatically carried over to Use Case tables, creating unintended over-privilege. Administrators can now grant or revoke access to Base Use Case, Supported Use Case, and Use Case Solution Map independently --- without affecting any other capability permissions. {#store-rn-telecom-customer-success-mgmt__ul_a4t_knw_bkc} {#store-rn-telecom-customer-success-mgmt__ul_jth_knw_bkc} {#store-rn-telecom-customer-success-mgmt__ul_gwb_knw_bkc} Version 6.5.3 - July 2026 (Zurich) : * This release brings Customer Discovery Healthboard data directly into Engagements, lays the data foundation for the Engagement AI Agent, and tightens security and access control across the app. * Customer Discovery integration --- Business Challenges, Business Needs, Business Expectations, and Customer Use Cases from Customer Discovery Healthboard are now visible within Engagements via a new Customer Use Cases related list, with owner, complexity, and product capability context surfaced alongside each engagement. Existing CSM roles automatically inherit the corresponding Discovery Viewer and Writer permissions --- no manual role reassignment required. * Engagement AI Agent --- The data access layer for the Engagement AI Agent is now in place, exposing sold products, contract links, and segment configuration as context inputs to the agent runtime. The integration is plugin-gated and has no impact on deployments that do not activate the Customer Success AI Agent plugin. * Access control hardening --- An ACL bypass in the Leadership Adoption data broker has been closed so that the Adoption tab's visualization data is restricted to CSM roles. Field-level query range for the Customer Success Viewer role is now tightened on Touchpoint, Success Initiative, and Success Case to exclude internal-only fields such as work notes. * Security compatibility --- Related list candidate filtering now uses GlideRecordSecure. Performance --- A query-layer regression that slowed Touchpoint, Success Case, Risk Signal, Success Task, and Contract list pages under high data volumes has been resolved. {#store-rn-telecom-customer-success-mgmt__ul_ig1_nhl_tjc} Version 6.6.3 - July 2026 (Australia) : * This release brings Customer Discovery Healthboard data directly into Engagements, lays the data foundation for the Engagement AI Agent, and tightens security and access control across the app: * Customer Discovery integration --- Business Challenges, Business Needs, Business Expectations, and Customer Use Cases from Customer Discovery Healthboard are now visible within Engagements via a new Customer Use Cases related list, with owner, complexity, and product capability context surfaced alongside each engagement. Existing CSM roles automatically inherit the corresponding Discovery Viewer and Writer permissions --- no manual role reassignment required. * Engagement AI Agent --- The data access layer for the Engagement AI Agent is now in place, exposing sold products, contract links, and segment configuration as context inputs to the agent runtime. The integration is plugin-gated and has no impact on deployments that do not activate the Customer Success AI Agent plugin. * Access control hardening --- An ACL bypass in the Leadership Adoption data broker has been closed so that the Adoption tab's visualization data is restricted to CSM roles. Field-level query range for the Customer Success Viewer role is now tightened on Touchpoint, Success Initiative, and Success Case to exclude internal-only fields such as work notes. * Security compatibility --- Related list candidate filtering now uses GlideRecordSecure. Performance --- A query-layer regression that slowed Touchpoint, Success Case, Risk Signal, Success Task, and Contract list pages under high data volumes has been resolved. Version 6.4.3 - July 2026 (Yokohama) : * This release brings Customer Discovery Healthboard data directly into Engagements, lays the data foundation for the Engagement AI Agent, and tightens security and access control across the app: * Customer Discovery integration --- Business Challenges, Business Needs, Business Expectations, and Customer Use Cases from Customer Discovery Healthboard are now visible within Engagements via a new Customer Use Cases related list, with owner, complexity, and product capability context surfaced alongside each engagement. Existing CSM roles automatically inherit the corresponding Discovery Viewer and Writer permissions --- no manual role reassignment required. * Engagement AI Agent --- The data access layer for the Engagement AI Agent is now in place, exposing sold products, contract links, and segment configuration as context inputs to the agent runtime. The integration is plugin-gated and has no impact on deployments that do not activate the Customer Success AI Agent plugin. * Access control hardening --- An ACL bypass in the Leadership Adoption data broker has been closed so that the Adoption tab's visualization data is restricted to CSM roles. Field-level query range for the Customer Success Viewer role is now tightened on Touchpoint, Success Initiative, and Success Case to exclude internal-only fields such as work notes. * Security compatibility --- Related list candidate filtering now uses GlideRecordSecure. Performance --- A query-layer regression that slowed Touchpoint, Success Case, Risk Signal, Success Task, and Contract list pages under high data volumes has been resolved. Version 6.3.2 - June 2026 (Australia) : * This release delivers a unified Touchpoint data model, AI Web Agent enablement for customer experimentation, accessibility upgrades, and a set of productivity enhancements that help Customer Success Managers work faster and more proactively. * General CSM improvements --- Auto-initiation of Success Initiatives, outcome templates enriched with metric data, AI-driven search, internal-only touchpoints, and play sequencing. * Unified Touchpoint data model --- Touchpoint tables migrated to the new CRM Touchpoint for a unified, scalable, CRM-aligned data architecture. * AI Web Agents enabled for customer experimentation --- Customers can now experiment with prompt-driven and show-me-once agent models on their own CSM workflows. * Accessibility --- WCAG 2.2 AA + 400% zoom/reflow support --- CSM now meets the accessibility bar for this release. {#store-rn-telecom-customer-success-mgmt__ul_rmn_jqf_kjc} {#store-rn-telecom-customer-success-mgmt__ul_bly_jqf_kjc} Version 6.2.2 - June 2026 (Zurich) : * This release delivers a unified Touchpoint data model, AI Web Agent enablement for customer experimentation, accessibility upgrades, and a set of productivity enhancements that help Customer Success Managers work faster and more proactively. * General CSM improvements --- Auto-initiation of Success Initiatives, outcome templates enriched with metric data, AI-driven search, internal-only touchpoints, and play sequencing. * Unified Touchpoint data model --- Touchpoint tables migrated to the new CRM Touchpoint for a unified, scalable, CRM-aligned data architecture. * AI Web Agents enabled for customer experimentation --- Customers can now experiment with prompt-driven and show-me-once agent models on their own CSM workflows. * Accessibility --- WCAG 2.2 AA + 400% zoom/reflow support --- CSM now meets the accessibility bar for this release. {#store-rn-telecom-customer-success-mgmt__ul_fjz_fqf_kjc} Version 6.1.2 - June 2026 : * This release delivers a unified Touchpoint data model, AI Web Agent enablement for customer experimentation, accessibility upgrades, and a set of productivity enhancements that help Customer Success Managers work faster and more proactively. * General CSM improvements --- Auto-initiation of Success Initiatives, outcome templates enriched with metric data, AI-driven search, internal-only touchpoints, and play sequencing. * Unified Touchpoint data model --- Touchpoint tables migrated to the new CRM Touchpoint for a unified, scalable, CRM-aligned data architecture. * AI Web Agents enabled for customer experimentation --- Customers can now experiment with prompt-driven and show-me-once agent models on their own CSM workflows. * Accessibility --- WCAG 2.2 AA + 400% zoom/reflow support --- CSM now meets the accessibility bar for this release. {#store-rn-telecom-customer-success-mgmt__ul_lk1_jqf_kjc} Version 6.3.0 - April 2026 (Australia) : For this release, we are not shipping any new functionalities. Version 6.2.0 - April 2026 (Zurich) : For this release, we are not shipping any new functionalities. Version 6.1.0 - April 2026 (Yokohama) : For this release, we are not shipping any new functionalities. Version 5.11.1 - March 2026 (Australia) : * We are releasing the following features in this release: * Success Initiatives Automation \& CSM Workflow Enhancements * Native Meetings Management * Touchpoint \| M2M Association Framework \& Source Linking Enablement * Enhanced Success Outcome Templates with Metric Integration -- Pre-configured metrics auto-populate on outcome creation * AI-Powered Search -- Contextual keyword search across 13 CSM tables via right sidebar * Internal Touchpoint Management -- Restrict touchpoints to internal users only * Success Report Navigation Enhancement -- Moved to top-level menu for faster access * Approval Workflow for Success Objective Template -- Supports approval requests, state updates, and cancellations {#store-rn-telecom-customer-success-mgmt__ul_hsv_lp1_n3c} {#store-rn-telecom-customer-success-mgmt__ul_mv1_mp1_n3c} Version 5.10.7 - March 2026 (Zurich) : * We are releasing the following features in this release: * Success Initiatives Automation \& CSM Workflow Enhancements * Native Meetings Management * Touchpoint \| M2M Association Framework \& Source Linking Enablement * Enhanced Success Outcome Templates with Metric Integration -- Pre-configured metrics auto-populate on outcome creation * AI-Powered Search -- Contextual keyword search across 13 CSM tables via right sidebar * Internal Touchpoint Management -- Restrict touchpoints to internal users only * Success Report Navigation Enhancement -- Moved to top-level menu for faster access * Approval Workflow for Success Objective Template -- Supports approval requests, state updates, and cancellations {#store-rn-telecom-customer-success-mgmt__ul_dnh_np1_n3c} Version 5.9.1 - March 2026 (Yokohama) : * We are releasing the following features in this release: * Success Initiatives Automation \& CSM Workflow Enhancements * Native Meetings Management * Touchpoint \| M2M Association Framework \& Source Linking Enablement * Enhanced Success Outcome Templates with Metric Integration -- Pre-configured metrics auto-populate on outcome creation * AI-Powered Search -- Contextual keyword search across 13 CSM tables via right sidebar * Internal Touchpoint Management -- Restrict touchpoints to internal users only * Success Report Navigation Enhancement -- Moved to top-level menu for faster access * Approval Workflow for Success Objective Template -- Supports approval requests, state updates, and cancellations {#store-rn-telecom-customer-success-mgmt__ul_hrm_mp1_n3c} {#store-rn-telecom-customer-success-mgmt__ul_ocy_np1_n3c} Version 5.7.6 - December 2025 (Zurich) : * The following is the list of features that we are shipping in the December Z Release: * Moving the Health metric from PA to DCE * Risk timeline visualisation * Addition of a new M2M table -\> Risk Impacted records * Extending support of Risk signal and issues, touchpoints to the Onboarding case {#store-rn-telecom-customer-success-mgmt__ul_my3_jf4_nhc} * Taking up the data workflow fabric in DCE * Security Directives * Granular Admin Roles Enablement -- Reducing Risk by Decomposing the "admin" Role * Enforcing Dot walk Cross-Scope Access Checks on Restricted Tables -- Australia Release * Remediate Read-Only Fields per Australia Security Directive {#store-rn-telecom-customer-success-mgmt__ul_ny3_jf4_nhc} {#store-rn-telecom-customer-success-mgmt__ul_ly3_jf4_nhc} {#store-rn-telecom-customer-success-mgmt__ul_ky3_jf4_nhc} Version 5.6.6 - December 2025 (Yokohama) : * The following is the list of features that we are shipping in the December Z Release: * Moving the Health metric from PA to DCE * Risk timeline visualisation * Addition of a new M2M table -\> Risk Impacted records * Extending support of Risk signal and issues, touchpoints to the Onboarding case {#store-rn-telecom-customer-success-mgmt__ul_acq_3f4_nhc} * Taking up the data workflow fabric in DCE * Security Directives * Granular Admin Roles Enablement -- Reducing Risk by Decomposing the "admin" Role * Enforcing Dot walk Cross-Scope Access Checks on Restricted Tables -- Australia Release * Remediate Read-Only Fields per Australia Security Directive {#store-rn-telecom-customer-success-mgmt__ul_bcq_3f4_nhc} {#store-rn-telecom-customer-success-mgmt__ul_zbq_3f4_nhc} {#store-rn-telecom-customer-success-mgmt__ul_ybq_3f4_nhc} Version 5.5.6 - December 2025 (Xanadu) : * The following is the list of features that we are shipping in the December Z Release: * Moving the Health metric from PA to DCE * Risk timeline visualisation * Addition of a new M2M table -\> Risk Impacted records * Extending support of Risk signal and issues, touchpoints to the Onboarding case {#store-rn-telecom-customer-success-mgmt__ul_kv4_hf4_nhc} * Taking up the data workflow fabric in DCE * Security Directives * Granular Admin Roles Enablement -- Reducing Risk by Decomposing the "admin" Role * Enforcing Dot walk Cross-Scope Access Checks on Restricted Tables -- Australia Release * Remediate Read-Only Fields per Australia Security Directive {#store-rn-telecom-customer-success-mgmt__ul_lv4_hf4_nhc} {#store-rn-telecom-customer-success-mgmt__ul_cv4_hf4_nhc} Version 5.3.10 - October 2025 : Fixed a defect on script logic used by the 'Success health monitor AI agent'.{#store-rn-telecom-customer-success-mgmt__latest-store-rn-telecom-customer-success-mgmt} {#store-rn-telecom-customer-success-mgmt__latest-store-rn-telecom-customer-success-mgmt} Version 5.3.8 - October 2025 : Fixed a defect on script logic used by the 'Success health monitor AI agent'. Version 5.3.6 - October 2025 : Fixed a defect on script logic used by the 'Success health monitor AI agent'. Version 5.3.4 - September 2025 (Zurich) : * Chart label end date caused confusion about included dates in filter for product usage and product capability usage pages * Bar Chart width is inconsistent in 6 week health score between Yokohama and Zurich Instances {#store-rn-telecom-customer-success-mgmt__ul_vf3_zg4_lgc} Version 5.3.2 - September 2025 (Yokohama) : * Chart label end date caused confusion about included dates in filter for product usage and product capability usage pages * Bar Chart width is inconsistent in 6 week health score between Yokohama and Zurich Instances {#store-rn-telecom-customer-success-mgmt__ul_uvh_tmg_ngc} Version 5.3.0 - September 2025 (Xanadu) : * Chart label end date caused confusion about included dates in filter for product usage and product capability usage pages * Bar Chart width is inconsistent in 6 week health score between Yokohama and Zurich Instances {#store-rn-telecom-customer-success-mgmt__ul_oqt_zg4_lgc} Version 5.2.5 - August 2025 : * New: * Timeline views on the Engagement record in the Contextual Side-Panel * Engagement hierarchy view to see child engagements * Product Usage tab added to the Engagement page, along with dedicated Product Usage and Product Capability Usage pages * Addition of Calculated Metrics to support Product Usage in Data Context Engine {#store-rn-telecom-customer-success-mgmt__ul_c52_5qb_cgc} Version 5.1.5 - August 2025 (Yokohama) : * New: * Timeline views on the Engagement record in the Contextual Side-Panel * Engagement hierarchy view to see child engagements * Product Usage tab added to the Engagement page, along with dedicated Product Usage and Product Capability Usage pages * Addition of Calculated Metrics to support Product Usage in Data Context Engine {#store-rn-telecom-customer-success-mgmt__ul_gb5_tqb_cgc} Version 5.0.4 - August 2025 (Xanadu) : The ServiceNow Customer Success Management application enables Technology, Media, and Telecom (TMT) providers to streamline, automate, and measure critical workflows across the entire enterprise customer journey from onboarding and adoption to renewals. By embedding workflow automation into customer success management, it helps providers improve customer experiences, accelerate time to value, and maximize return on investment. The solution also fosters seamless collaboration among account, sales, and delivery teams, all within the unified ServiceNow platform