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

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 Zurich.

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 Zurich

Before you upgrade to Zurich, 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.
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

Between your current release family and Zurich, 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.

Yokohama

Yokohama Patch 11
Enabled the is_template property: Enabled the is_template property for all Now Assist skills to ensure consistent cloning. Added the ability to clone any base system GenAI skill and customize it in the Now Assist Skill Kit (NASK) to reduce setup time and simplify skill modification. Applies to all Now Assist for CSM skills.
Access Sentiment analysis dashboard in Core UI: Defined the navigation path in Sentiment Analysis dashboard in the Core UI interface to make it easier for users to locate and access sentiment analysis data without searching through multiple menus.
Sentiment trends analysis dashboard: Get a comprehensive view of customer sentiment across case. The dashboard uses LLM-powered insights to explain sentiment changes and lets you drill down to find root causes and real time insights—helping managers take targeted actions.
Trending topics dashboard: Get a comprehensive view of trending topics across cases along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and drill down into specific trends using customizable filters.
Provide customer 360 insights agentic workflow: Use the provide customer 360 insights agentic workflow to provide synthesized and relevant customer insights to live agents via conversations. This agentic workflow is designed to support human agents by responding to natural language queries regarding cases, customer history, products, and interactions. This feature expedites access to vital information and case resolution, identifies patterns, and leverages past similar cases for guidance as well as triggers actions from the Now Assist panel.
Activity response generation skill: Use the activity response generation skill to automatically generate recommendations for resolution notes, work notes, and comments. This feature helps agents add meaningful updates to case records, improving efficiency, and interaction.
Now Assist context menu configuration for extended tables within resolution notes: Configure output fields for resolution notes through the Now Assist context menu configuration page so skills apply to extended tables without any additional setup.

Yokohama Patch 6
Triage cases agentic workflow security directives: Implement security on AI agents and agentic workflows through ACLs and user identities.
Now Assist for CSM Gen AI security directives: Implement security in Now Assist for CSM skills through ACLs and user identities.

Yokohama Patch 3

Sentiment analysis on a case: Make informed decisions on cases that are based on your requester’s sentiment and the reasoning behind it. You can update the sentiment when new comments or emails from your customers come in to ensure that the sentiment is always up to date.
Sentiment analysis on an account: Track the sentiment of a business-to-business account and analyze it by using various filters and sorting dashboards. You can get the right insights and reduce the number of escalated cases.
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.
Support for conversational subflows and actions in the Now Assist panel: Use natural language to describe your intent to trigger a subflow or action. This feature helps to improve your agent productivity and enables them to accomplish everything in one place within the Now Assist panel.
External web content in Q&A Genius Results: Provide the support for your public web content so that your requesters can use search queries in both standard search and conversational search. You can also see whether the content is internal or external, with direct links to the source.
Troubleshooting steps identification AI agent: Gather context from cases, identify missed fixes, and troubleshoot potential solutions by using the Troubleshooting steps identification AI agent.

Yokohama Patch 1

Triage cases AI agents use case

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

Table 2. 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.

Yokohama Early Availability

Conversational search in the Now Assist panel with results from knowledge articles: Ask questions directly within the Now Assist panel. If the answer is found in the knowledge bases (KBs), the answer is shown with the source information. If the answer isn't available in the KB search, you’re redirected to the global search experience for further assistance.
Now Assist in Virtual Agent-Scheduling Assistant via GenAI: Use the enhanced scheduling assistant with Now LLM Service capabilities to make it more conversational, enabling users to easily schedule, reschedule, and cancel appointments.
Now Assist in portal case form: Guide requesters through a self-service flow to find solutions to their problems by using Genius Results. You can reduce the number of cases created and decrease the effort required by your agents to close open cases.

Zurich

Zurich Patch 5
Complaint Case AI Agents collection: The Complaint Case AI Agent collection automates complaint handling by gathering missing details, analyzing sentiment, categorizing issues, and suggesting resolutions. It streamlines intake, triage, and communication, reducing case closure time.

Zurich Patch 4
Enabled the is_template property: Enabled the is_template property for all Now Assist skills to ensure consistent cloning. Added the ability to clone any base system GenAI skill and customize it in the Now Assist Skill Kit (NASK) to reduce setup time and simplify skill modification. Applies to all Now Assist for CSM skills.
Access Sentiment analysis dashboard in Core UI: Defined the navigation path in Sentiment Analysis dashboard in the Core UI interface to make it easier for users to locate and access sentiment analysis data without searching through multiple menus.
Sentiment trends analysis dashboard: Get a comprehensive view of customer sentiment across case. The dashboard uses LLM-powered insights to explain sentiment changes and lets you drill down to find root causes and real time insights—helping managers take targeted actions.
Trending topics dashboard: Get a comprehensive view of trending topics across cases along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and drill down into specific trends using customizable filters.
Provide customer 360 insights agentic workflow: Use the provide customer 360 insights agentic workflow to provide synthesized and relevant customer insights to live agents via conversations. This agentic workflow is designed to support human agents by responding to natural language queries regarding cases, customer history, products, and interactions. This feature expedites access to vital information and case resolution, identifies patterns, and leverages past similar cases for guidance as well as triggers actions from the Now Assist panel.
Activity response generation skill: Use the activity response generation skill to automatically generate recommendations for resolution notes, work notes, and comments. This feature helps agents add meaningful updates to case records, improving efficiency, and interaction.
Now Assist context menu configuration for extended tables within resolution notes: Configure output fields for resolution notes through the Now Assist context menu configuration page so skills apply to extended tables without any additional setup.

Zurich Patch 1
Use the Triage cases agentic workflow security directives: Implement security on AI agents and agentic workflows through ACLs and user identities.
Now Assist for CSM Gen AI security directives: Implement security in Now Assist for CSM skills through ACLs and user identities.

Early Availability
New third-party AI model provider options available for all Now Assist applications: Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.

Changes

Between your current release family and Zurich, 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.
Yokohama	Yokohama Patch 3 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. Now Assist in Portal case form enhancement Added the new Ask Now Assist button that opens a contextual chat window so that a requester can carry the conversation forward. If no results are found or if the requester isn’t satisfied with the result, they can get further assistance by selecting the button to chat and get an answer, which helps to avoid case creation. Yokohama Early Availability Email reply recommendations enhancements Refined the AI-generated reply recommendation to create the best response for users by applying tone changes in the Now Assist context menu. Additional tone options, including casual, formal, and sympathetic, are available. Chat reply recommendation enhancements Added the chat reply recommendation enhancements to respond in a conversational tone and get feature parity in the Now Assist Admin console: Refined the AI-generated reply recommendation to create the best answer for your users by applying tone changes in the Now Assist context menu. Additional tone options, including casual, formal, and sympathetic, are available. Added parity with the chat summarization Now Assist Admin console capabilities. The Now Assist Admin console can specify the portal and channels for chat reply recommendations and assign additional support roles. Case summarization enhancement Detailed feedback option is now available for negative feedback in the generated case summary. Xanadu Patch 7: Extended the capabilities of the case summarization feature so it can now be used on custom tables.
Zurich	Zurich Patch 5 Changes to Now Assist usage measurement Starting with Zurich Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic. Zurich Patch 4 Enhancement in case summarization skill flow The Define trigger step has been added to the case summarization flow. This step enables admins to choose between the User Trigger option, where users select a button to generate a summary, and the Automatic Trigger option, where summaries are automatically generated based on specified conditions. Enhancement in email reply recommendation skill Generate reply suggestions in the compose area using preset templates that include headers, footers, and signatures. Unified admin experience for Now Assist skills Skills cloned in Now Assist Admin console can now be edited in Now Assist Skill Kit. This update unifies the admin experience across Now Assist Admin and Now Assist Skill Kit, enabling users to add headers, configure prompts, and manage Now Assist skills in one location. The migration supports case summarization and resolution notes generation. Role configuration required for agentic workflows and AI agents Agentic workflows and AI agents included with Now Assist applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they won't execute. Data access settings must also include these roles. See the documentation for the agentic workflow or AI agent for the specific roles you must add. After the roles are configured, users must have the specified role to invoke the agentic workflow or AI agent. Display sentiment scale in case list view Added sentiment scoring to both the case record page and list view across cases, giving agents immediate visibility into the emotional tone of customer interactions. The sentiment scale ranges from very positive, positive, neutral, negative to very negative. Zurich Patch 3 Multilingual support Enhanced multilingual support in chat summarization, resolution notes, and knowledge generation. Leveraged native multilingual LLMs for improved fluency and domain specificity, addressing translation inconsistencies across Tier 1 and Tier 2 languages. Early Availability Suggested steps in the Recommended Actions tab View the suggested steps on the Recommended Actions tab in the contextual side panel. If suggested steps are available for a case, Now Assist for CSM generates and displays these steps in a card at the top of the Recommended Actions tab. KB generation skill configuration enhancement The Is Template field on the KB generation skill configuration record is enabled by default. Users with the skill_builder.admin role can copy or clone the KB generation skill and customize the prompt in the skill kit.

Removed

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

Deprecations

Between your current release family and Zurich, 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.
Yokohama	No updates for this release.
Zurich	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.
Yokohama	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.
Zurich	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.
Yokohama	The Now Assist for CSM application requires a Customer Service Management Pro Plus or Enterprise Plus license.
Zurich	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.
Yokohama	No updates for this release.
Zurich	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.
Yokohama	No updates for this release.
Zurich	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.
Yokohama	No updates for this release.
Zurich	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.
Yokohama	Yokohama Patch 11 Review changes to Now Assist usage measurement. Enabled is_template for all Now Assist skills and added support to clone and customize any base system GenAI skill in the Now Assist Skill Kit. Defined the navigation path for Sentiment Analysis dashboard in Core UI to make accessing sentiment analysis data easier. Track trending case topics with insights, visualizations, and customizable filters for deeper analysis with the Trending topics dashboard. Monitor customer sentiment across cases with LLM-powered insights and track the sentiment trends in the dashboard. Enable agents to access customer, case, and product details instantly through natural language queries with the Provide customer 360 insight agentic workflow. Auto-generate work notes and comment recommendations to help improve agent efficiency with the activity response generation skill. Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Yokohama Patch 6 Enable security in Now Assist for CSM and AI agents and agentic workflows by enforcing access control lists (ACLs) and user identity-based permissions. Yokohama Patch 3 Analyze your customers' sentiment and sentiment trends in your cases and the reasoning behind it. Use case resolution steps to generate recommended actions based on the data clusters from previously closed cases. Integrate the support for public web content in search queries for both standard and conversational search. 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. Yokohama Patch 1 Improve agent productivity by managing long-running cases with the Triage cases AI agent. Yokohama Early Availability Use the Now LLM Service scheduling assistance when booking an appointment through Virtual Agent. You can use this scheduling assistance to schedule, reschedule, or cancel an appointment. Help requesters find solutions by using Genius Results to reduce the number of cases created and decrease the effort needed by agents to close them. Use the Now Assist panel global skill search to ask questions and fetch answers from knowledge articles. See Now Assist for Customer Service Management (CSM) for more information.
Zurich	Zurich Patch 5 Review changes to Now Assist usage measurement. Reduce manual effort and case closure time for complaint cases with the Complaint Case AI Agent collection. Zurich Patch 4 Enabled is_template for all Now Assist skills and added support to clone and customize any base system GenAI skill in the Now Assist Skill Kit. Defined the navigation path for Sentiment Analysis dashboard in Core UI to make accessing sentiment analysis data easier. Track trending case topics with insights, visualizations, and customizable filters for deeper analysis with the Trending topics dashboard. Monitor customer sentiment across cases with LLM-powered insights and track the sentiment trends in the dashboard. Enable agents to access customer, case, and product details instantly through natural language queries with the Provide customer 360 insight agentic workflow. Auto-generate work notes and comment recommendations to help improve agent efficiency with the activity response generation skill. Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Zurich Patch 1 Enable security in Now Assist for CSM and AI agents and agentic workflows by enforcing access control lists (ACLs) and user identity-based permissions. Early Availability Use the suggested steps that automatically display on the Recommended Actions tab to help resolve cases and increase agent productivity. Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. See Now Assist for CSM for more information.