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

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 Xanadu.

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 Xanadu

Before you upgrade to Xanadu, 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.
Xanadu	No updates for this release.

New features

Between your current release family and Xanadu, 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.

Xanadu

Xanadu Patch 9

Suggested steps in Recommended Actions: Use Recommended Actions to generate suggested resolution steps for cases. You can increase agent productivity by outlining the next best actions for unfamiliar cases and automatically providing logical next steps.
Triage cases agentic workflows enhancements: Added new standalone AI agents to check duplicate cases and split some existing standalone AI agents to focus on more specific tasks. The AI agents available are the Triage cases planner AI agent, Context validator and analyzer agent, Duplicate identifier AI agent, Informational queries AI agent, Transactional queries AI agent, Case creation AI agent, Entity extraction AI agent, Document verification AI agent, and Email response AI agent.

Xanadu Patch 7

Triage cases AI agents use case

Use the Triage cases AI agents use case to improve agent productivity through faster assessment.

Table 1. Available AI agents use case
AI agent use case	Description
Triage cases	Use AI agents to handle all routine cases coming in through email and other offline channels, so that it improves customer satisfaction and reduces resolution times.

Summarizing sidebar conversations

Use Now Assist for CSM to summarize sidebar discussions between agents, requesters, and subject matter experts.

Real-time chat reply recommendations

Use generative AI to provide the agent with relevant contextual recommendations from sources such as knowledge bases, FAQs, similar cases, chats, and calls before they respond to the customer. Agents can also write a chat response with the help of generative AI. This feature helps agents stay focused on conversations with customers instead of doing manual tasks.

Generative AI-powered email reply recommendations

Get recommendations for email responses that can be reviewed and sent by agents. Agents can also edit email replies recommendation with the help of generative AI.

Multilingual support for Now Assist for CSM skills

Large language model (LLM) now supports the following languages across all skills in Now Assist for CSM: German, French, Japanese, Dutch, and French Canadian, Spanish, Brazilian Portuguese, and Italian.

Changes

Between your current release family and Xanadu, 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.
Xanadu	Enhancement in post-call summarization You can now review a call that has been handed off from one live agent to another agent, and then provide a summary of the key topics that are covered during the conversation. Support for outbound calls from agents to the customers. Generate a call summary when the real-time transcript is not available. Knowledge generation from multiple cases You can now select and gather insights and data from multiple similar cases to draft an article by using Now Assist for CSM. Enhancements in chat summarization Multiple Language Support via Digital technology (DT) support and a new step in the guided flow that allows the customization of how and when the skill capability will be available in the admin console. Enhancements in Email recommendation Get recommendations for email responses when starting new emails, forwarding messages, or finalizing drafts. Help improve agent productivity by reducing the time taken to compose email and improve relevance of email reply recommendations. Also, get template recommendations while composing an email by leveraging AI search. Enhancement in Resolution notes generation Generate resolution notes and then shorten or elaborate the content using the Now Assist context menu in the resolution notes field of the case form, in both Core UI (UI16) and Workspace. Enhancements in Knowledge generation Revise the content in existing knowledge articles by using the Now Assist icon , which is accessible as an inline capability, and create and refine knowledge articles. You can also generate knowledge articles in multiple languages. Xanadu Patch 7 Case summarization enhancement Extended the capabilities of the case summarization feature so it can now be used on custom tables.

Removed

Between your current release family and Xanadu, 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.
Xanadu	No updates for this release.

Deprecations

Between your current release family and Xanadu, 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.
Xanadu	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.
Xanadu	Now Assist features are available with activation of the Now Assist for CSM plugin. For more information, see Install Now Assist plugins. Starting with Vancouver Patch 4, Now Assist for CSM is supported. Starting with Xanadu Patch 7, Customer Service Management AI agent collection is supported.

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.
Xanadu	The Now Assist for CSM application requires a Customer Service Management Pro Plus or Enterprise Plus license.

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.
Xanadu	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.
Xanadu	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.
Xanadu	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.
Xanadu	Xanadu Patch 10: Enable security in Now Assist for CSM and AI agents and agentic workflows by enforcing access control lists (ACLs) and user identity-based permissions. Xanadu Patch 9 Use case resolution steps to generate recommended actions based on the data clusters from previously closed cases. Use enhanced AI agents and new standalone AI agents for more specific tasks. For example, the Duplicate identifier AI agent identifies the duplicate interactions and cases from the customers and then consolidates the information. Xanadu Patch 7: Improve agent productivity by managing long running cases with the Triage cases AI agent use case. Enhance customer conversations by receiving relevant contextual recommendations in real time. Help improve productivity and decrease errors by the automatic generation of emails that can be verified and sent by the agent. Consolidate information from multiple similar cases and bring it all together into a knowledge base article. Summarize records to make it easier to hand off calls between agents and help improve customer satisfaction. See Now Assist for Customer Service Management (CSM) for more information.