Customer Service Problem Management release notes
The ServiceNow® Customer Service Problem Management application helps customer to identify and resolve service problems. Automatically suggests relevant diagnostic tests, as configured by admin, to check the service quality and troubleshoot the problem effectively. After identifying the root cause, the application helps generate a repair task based on the test outcomes, leading to a successful resolution. Customer Service Problem Management was enhanced and updated in the Zurich release.
About Customer Service Problem Management
- Run the diagnostics from the contextual panel in the Customer Service Problem Management playbook.
- As an agent, use the Test group to help group test definitions. The Test group contains multiple test definitions.
- Enables your customer to modify the visibility of the Diagnose tab and run diagnostics from the contextual panel in the Decisions table.
See Customer Service Problem Management, Setting up a test group, and Setting up test definitions for more information.
Activation and other requirements
- Activation information
Install Customer Service Problem Management and Service Test Management by requesting it from the ServiceNow® Store.
Accessibility and localization
- Accessibility information
- Dark theme
- The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.
December 2025
The ServiceNow® Customer Service Problem Management application helps customer to identify and resolve service problems. Automatically suggests relevant diagnostic tests, as configured by admin, to check the service quality and troubleshoot the problem effectively. After identifying the root cause, the application helps generate a repair task based on the test outcomes, leading to a successful resolution. Customer Service Problem Management was enhanced and updated in the Zurich release.
What's new
- Components installed with Customer Service Problem Management
- The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Service Problem Management without requiring the full admin role.
Zurich
The ServiceNow® Customer Service Problem Management application helps customer to identify and resolve service problems. Automatically suggests relevant diagnostic tests, as configured by admin, to check the service quality and troubleshoot the problem effectively. After identifying the root cause, the application helps generate a repair task based on the test outcomes, leading to a successful resolution. Customer Service Problem Management was enhanced and updated in the Zurich release.
What's new
- Setting up a test group
- Enables the system to trigger the required tests for service problem cases, incidents, and change request, helping to identify the root cause of the problem. Test group includes test definitions.
- Diagnose and resolve a service problem case
- Review, diagnose, resolve, and close a service problem case for the service-related issue experienced by the customer.
What's changed
- 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.