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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Release Notes

ft:clusterId :

    - rn

bundleId :

    - rn


---

# Case management for CSM release notes

# Case management for CSM release notes {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read  
The ServiceNow® Case management for CSM application enables customer service organizations and support teams to collaborate on customer problems proactively to resolve issues. Case management for CSM was enhanced and updated in the Zurich release.

## About Case management for CSM {#customer-service-management-rn__customer-service-management-rn-highlights}

* Sharing task plan templates ensures that only authorized users can access, edit, or share templates based on their role and location, preventing misuse and maintaining operational integrity.
* View the most relevant services that are available for customers when creating customer service cases.
* View and select from the available entitlements that are associated with the customer, product, and contract information to associate multiple entitlements with customer service cases.
* Filter the service definitions that are displayed to agents based on such criteria as the assigned role or group, or entity criteria.
{#customer-service-management-rn__ul_fhp_rvy_v2c}

See [Case management for Customer Service Management](https://www.servicenow.com/docs/access?context=csm-case-management&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) for more information.{#customer-service-management-rn__customer-service-management-rn-highlights-2}

## Activation and other requirements

Activation information

:   Customer Service Management is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see [Activate Customer Service Management](https://www.servicenow.com/docs/access?context=t_ActivateCustomerService&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US).{#customer-service-management-rn__customer-service-management-rn-activation-1}

Browser requirements

:   ServiceNow workspaces don't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in [Browser support](https://www.servicenow.com/docs/access?context=browser-support&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US).{#customer-service-management-rn__customer-service-management-rn-browser-1}

## December 2025 {#ariaid-title2}

The ServiceNow® Case management for CSM application enables customer service organizations and support teams to collaborate on customer problems proactively to resolve issues. Case management for CSM was enhanced and updated in the Zurich release.

### What's new {#customer-service-management-rn-2025-12__customer-service-management-rn-new-features}

[Recommend service definitions based on case context](https://www.servicenow.com/docs/access?context=csm-service-definitions&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)
:   Recommend the most relevant services to an agent based on the record context, such as the short description or description of the interaction.
{#customer-service-management-rn-2025-12__customer-service-management-rn-new-features-1}

### What's changed {#customer-service-management-rn-2025-12__customer-service-management-rn-changed-features}

:   Sharing task plan templates ensures that only authorized users can access, edit, or
    share templates based on their role and location, preventing misuse and maintaining
    operational integrity. Sharing task plant template features include:

    * Access control: Users can now provide access to task plan templates at various levels, including user, group, and service organization.
    * Ownership Management: The Owner or an Admin can change the ownership of a Template by updating the Owner field.
    * Global template: Task plan templates can be marked as global, making them visible to all users with read access.
    * Form and List Layouts: Admins can view and edit form and list layouts for sharing, displaying all relevant fields.
    * Notifications: In-app notifications are sent when access is granted, Selecting the notification opens the shared template directly.
    {#customer-service-management-rn-2025-12__ul_rbw_zz5_chc}

[Task plan template configurations](https://www.servicenow.com/docs/access?context=task_plan_template_configurations&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)
:   Admins can create configurations for task plan templates that pre-fill information
    when creating a new task plan template.
{#customer-service-management-rn-2025-12__customer-service-management-rn-changed-features-1}

## Zurich Early Availability {#ariaid-title3}

The ServiceNow® Case management for CSM application enables customer service organizations and support teams to collaborate on customer problems proactively to resolve issues. Case management for CSM was enhanced and updated in the Zurich release.

### What's new {#customer-service-management-rn-2025-08__customer-service-management-rn-new-features}

[Task plan templates](https://www.servicenow.com/docs/access?context=task-plan-templates&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)
:   Create templates that define the repeatable tasks and records that need to be created for business processes. Define the tasks, set the task order, and create conditions that determine when these tasks and records are
    created.

[Customer Service Case Types - Enable the service selector to launch record producers](https://www.servicenow.com/docs/access?context=csm-service-definition-catalog-items&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)
:   Use the Service Portal record producers when your agents are creating cases in CRM Workspace. Agents can select the service definitions from the case type selector and launch the record producers.
{#customer-service-management-rn-2025-08__customer-service-management-rn-new-features-1}

### What's changed {#customer-service-management-rn-2025-08__customer-service-management-rn-changed-features}

[Filtering service
definitions](https://www.servicenow.com/docs/access?context=csm-service-definitions&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)
:   Enable agents to filter the service definitions that are shown on the service
    selector in the following ways:

    * By user, role, group, or agent
    * By entity critera such as location, customer level, or related entities
    {#customer-service-management-rn-2025-08__ul_cpt_skm_w2c}

[Case lines for Case Management -
Add multiple entitlements to case lines](https://www.servicenow.com/docs/access?context=csm-case-mgmt-case-lines&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)
:   View the available entitlements on a case line and associate the multiple
    entitlements to that case line. Available entitlements are associated with the
    contracts and entitlements that are purchased by the
    customer.

[Customer Service Case Types
moved from family to store release](https://www.servicenow.com/docs/access?context=customer-service-case-types&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)
:   Starting with the Zurich release, the Customer Service Case Types
    application (sn_csm_case_types) has moved to the ServiceNow Store. Any
    new enhancements to this application are delivered through the Customer Service Case
    Types store app.
{#customer-service-management-rn-2025-08__customer-service-management-rn-changed-features-1}

## Zurich {#ariaid-title4}

The ServiceNow® Case management for CSM application enables customer service organizations and support teams to collaborate on customer problems proactively to resolve issues. Case management for CSM was enhanced and updated in the Zurich release.

### What's new {#customer-service-management-rn-release__customer-service-management-rn-new-features}

[Add multiple entitlements to a case](https://www.servicenow.com/docs/access?context=add-entitlement-to-case&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US)
:   View the available entitlements on a customer service case and associate the multiple entitlements to the case. Available entitlements are associated with the account or consumer, product, and contract selected on the case
    record.

[Quick start tests for Customer Service Management](https://www.servicenow.com/docs/access?context=quick-start-tests-csm&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US){#customer-service-management-rn-release__customer-service-management-rn-rn-qst}
:   After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.
{#customer-service-management-rn-release__customer-service-management-rn-new-features-1}

### What's changed {#customer-service-management-rn-release__customer-service-management-rn-ui-changes}

Coral theme
:   Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.
{#customer-service-management-rn-release__customer-service-management-rn-ui-changes-1}

[Targeted
Communications](https://www.servicenow.com/docs/access?context=targeted-comm-publication-workflows&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US) and
[Case Digests](https://www.servicenow.com/docs/access?context=customer-service-case-digests&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US#section_ast_r2k_qfc) workflows
:   Legacy workflows for the Targeted Communications (com.sn_publications) and Case
    Digests (com.sn_csm_case_digest) applications have been migrated to low-code flows in
    Workflow Studio. The functionality of the flows remains the
    same.

[Classifying
sensitive data](https://www.servicenow.com/docs/access?context=dps-data-privacy-overview&version=zurich&pubname=zurich-platform-security&ft:locale=en-US)
:   Fields in the Customer Service Management and Targeted Communications tables are
    mapped to the Data Privacy data classes. For more information, see the [Data privacy overview](https://www.servicenow.com/docs/access?context=dps-data-privacy-overview&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) topic in
    the ServiceNow®
    Platform Security documentation.

Deny-Unless ACLs implemented on CSM tables
:   Deny-Unless access control lists (ACLs) were implemented on CSM tables for non-authenticated users, such as users with
    public roles. With this minimum-security setting, only authenticated users can perform
    read, write, delete, or create actions on these tables. For more information about
    Deny-Unless ACLs, see the [Deny-Unless
    ACL](https://www.servicenow.com/docs/access?context=acl-denial-behavior&version=zurich&pubname=zurich-platform-security&ft:locale=en-US) topic in the ServiceNow®
    Platform Security documentation.
{#customer-service-management-rn-release__customer-service-management-rn-changed-features-1}

### What's deprecated or removed {#customer-service-management-rn-release__customer-service-management-rn-deprecations}

* Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. ServiceNow Voice with Amazon Connect provides the latest experience for this functionality. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support Knowledge Base.
* Starting with the Zurich release, the Customer Service Case Types plugin is available as a store plugin and, as such, the family version of the plugin is being prepared for future deprecation. Upon upgrading, customers will automatically move to the store version of the plugin. It will be hidden from the family plugins and no longer installed on new instances but will continue to be supported as a store plugin. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.
{#customer-service-management-rn-release__customer-service-management-rn-deprecations-1}