Combined Now Assist for Customer Service Management (CSM) release notes for upgrades from Vancouver to Washington DC

washingtondc Combined Product Files

Release

yokohama

ft:locale

en-US

ft:publication_title

washingtondc Combined Product Files

ft:clusterId

delta3wv

bundleId

delta3wv

Combined Now Assist for Customer Service Management (CSM) release notes for upgrades from Vancouver to Washington DC

Release version: Yokohama

Updated January 30, 2026

5 minutes to read

Consolidated page of all release notes for Now Assist for Customer Service Management (CSM) from Vancouver to Washington DC.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Now Assist for Customer Service Management (CSM) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Vancouver to Washington DC.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Now Assist for Customer Service Management (CSM) to Washington DC

Before you upgrade to Washington DC, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

New features

Between your current release family and Washington DC, new features were introduced for Now Assist for Customer Service Management (CSM).


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Add conditions to skill availability Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record. Restrict skill availability by user role Specify the roles that can access the skills for case summarization and resolution notes summarization. Post-call summarization Analyze a call after it's done and then provide a summary of the main points that were discussed during the call. Generate a knowledge article from the CSM Configurable Workspace and classic environment with Now Assist Generate an initial knowledge draft based on the notes that were captured in the activity stream and any other related records. The agents can edit and submit the knowledge draft for further review. Dynamic translation for Now Assist Q&A in self-service Now Assist customers to leverage Now Assist in portal search and Virtual Agent in non-English languages through Dynamic Translation (DT). Translate content instantly to allow customers to engage in their preferred language. Prompt Configurability support in the Now Assist Admin Select input tables, related records, and fields from the admin console UI, and edit the output format without directly editing the prompt. Run a test with the selections to see how the summarization looks directly in the Now Assist Admin console.

Changes

Between your current release family and Washington DC, some changes were made to existing Now Assist for Customer Service Management (CSM) features.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Minimum text requirement for case summarization Enable the case summarization skill for the cases that have the minimum amount of information in the case activity stream. AI icon support without a form reload View the AI icons for the predicted fields as soon as the predictions are available. Demo data for the case and interaction records Use improved demo data to demonstrate the case summarization and resolution notes generation skills. Case summarization enhancements Use email and service level agreement (SLA) as input and provide a summary of the case across related records, such as emails and work notes in a record summarization. Resolution notes enhancements Use email as input to generate resolution notes for a case and propose a solution to the customer. Chat summarization enhancements Generate summaries when chats are transferred between the live agents and select the portals where chat summarization is accessible.

Removed

Between your current release family and Washington DC, some Now Assist for Customer Service Management (CSM) features or functionality were removed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Deprecations

Between your current release family and Washington DC, some Now Assist for Customer Service Management (CSM) features or functionality were deprecated.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Activation information

Review information on how to activate Now Assist for Customer Service Management (CSM).


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Now Assist features are available with activation of the Now Assist for CSM plugin. For more information, see Install Now Assist plugins.

Additional requirements

If any additional requirements were introduced or changed for Now Assist for Customer Service Management (CSM) we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	The Now Assist for CSM application requires a Customer Service Management Pro Plus or Enterprise Plus license. Starting with Vancouver Patch 4, Now Assist for CSM is supported.

Browser requirements

If any specific browser requirements were introduced or changed for Now Assist for Customer Service Management (CSM) we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Accessibility information

Review details on accessibility information for Now Assist for Customer Service Management (CSM), such as specific requirements or compliance levels.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Localization information

If there are specific localization considerations for Now Assist for Customer Service Management (CSM) we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.

Highlight information

If there are specific highlight considerations for Now Assist for Customer Service Management (CSM) we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record. Restrict the availability of the skills for the case summarization and resolution notes generation by user role. Attribute roles to the activities in the case summarization and resolution notes generation to reduce hallucinations and improve the summary quality. See Now Assist for Customer Service Management (CSM) for more information.