---
sourceDocument: Yokohama Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/release-notes

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Workforce Optimization for Customer Service CSM release notes

# Workforce Optimization for Customer Service
CSM release notes {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The ServiceNow®
Workforce Optimization for Customer Service application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Workforce Optimization for Customer Service was enhanced and updated in the Yokohama release.

## About Workforce Optimization for Customer Service
CSM {#workforce-optimization-csm-rn__workforce-optimization-csm-rn-highlights}

* Equip managers with comprehensive, real-time insights for continuous optimization.
* Enable managers to take prompt action with key alerts organized by priority.
* Provide real-time visibility into performance KPIs, work item status, and agent performance.
{#workforce-optimization-csm-rn__ul_zxt_2g4_tdc}

See [Exploring Workforce Optimization for Customer Service](https://www.servicenow.com/docs/access?context=explore-configurable-wfo-cs&version=yokohama&pubname=yokohama-customer-service-management&ft:locale=en-US) for more information.{#workforce-optimization-csm-rn__workforce-optimization-csm-rn-highlights-2}

## Activation and other requirements

Important:  
Workforce Optimization for Customer Service is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

Activation information

:   Install Workforce Optimization for Customer Service by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#workforce-optimization-csm-rn__workforce-optimization-csm-rn-activation-1}

## Accessibility and localization

Accessibility information

:   Screen reader support has been extended to ARIA labels for buttons in CSM Workforce Optimization for Customer Service. The support provides users who rely on assistive technology with an explanation of button actions, such as the toggle button.{#workforce-optimization-csm-rn__workforce-optimization-csm-rn-accessibility-1}

## Yokohama {#ariaid-title2}

The ServiceNow®
Workforce Optimization for Customer Service application enables you to efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. Workforce Optimization for Customer Service was enhanced and updated in the Yokohama release.

### What's new {#workforce-optimization-csm-rn-release__workforce-optimization-csm-rn-new-features}

[Manager Workspace landing page](https://www.servicenow.com/docs/access?context=csm-configurable-manager-workspace-dashboards-new&version=yokohama&pubname=yokohama-customer-service-management&ft:locale=en-US)
:   Empower managers with real-time insights and actionable metrics, organized in a unified view, to drive performance optimization and facilitate prompt action.
{#workforce-optimization-csm-rn-release__workforce-optimization-csm-rn-new-features-1}