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Zurich
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- **Activity Stream enhancements**
- Activity Stream layout now automatically adjusts to your device \(laptop, tablet, or mobile\). Hidden content is indicated by \(...\) for better readability.
- **Real-time notification count updates**
Updated the bell icon behavior so the notification count accurately reflects the number of unique, unread notifications in real time, eliminating duplicate increments.
- **[Follow records to receive notifications](https://www.servicenow.com/docs/access?context=csm-default-record-page&family=zurich&ft:locale=en-US)**
Select the **Follow** action to receive notifications when comments or work notes are added to a record. The Follow action is available in the More actions menu on the [Front-line case page](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=zurich&ft:locale=en-US) and the [CSM default record page](https://www.servicenow.com/docs/access?context=csm-default-record-page&family=zurich&ft:locale=en-US).
- **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.
- **[Thin compose modeless dialogs](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&family=zurich&ft:locale=en-US)**
Enable agents to initiate a comment, work note, or email in the activity stream and then open the text in a modeless dialog. This feature is available on the following record pages:
- Front-line case page
- CSM default record page
- CSM Interaction record page
- CSM voice interaction record page
- CSM centered chat interaction record page
- Email interaction record page
- **[Lookup component on CSM Configurable Workspace record pages](https://www.servicenow.com/docs/access?context=csm-record-page-lookup-component&family=zurich&ft:locale=en-US)**
Use the Lookup component to look up and link a contact and then verify the contact. The Lookup component replaces the Lookup and Verify component on the CRM Workspace record pages.
- **Hide inbox after item selection**
The Inbox panel collapses after selecting an inbox item, enabling agents to see more of the screen and focus on the interaction.
- **Multi-form controller support**
Supports having two forms on a record page.
- **[Customer History enhancements](https://www.servicenow.com/docs/access?context=customer-history-component-features&family=zurich&ft:locale=en-US)**
Use the following enhancements to control grouping, appearance, and refresh behavior in customer history:
- Enable time grouping by month or quarter: A new property enables selection of time grouping as monthly or quarterly \(Q1-Q4\) in date filters.
- Customize feed appearance: Admins can configure feed icons along with their background colors using a property that offers predefined color options.
- Display activities by updated date: A new property enables feeds to surface activities based on the last updated timestamp in Customer History.
- Dynamic refresh updates: Customer History feeds now refresh automatically, but only for records in the Customer History activities table and within the current context \(for example, Contact\). Other tables and parent records are not included.
- Introduced a new search icon that lets agents show or hide the search bar with a click.
- **[Improve discoverability of Recommended Actions](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=zurich&ft:locale=en-US)**
Use the following updates to improve the visibility of Recommended Actions across key CSM pages:
- Set Recommended Actions as the default first tab in the contextual side panel to provide agents with instant access to recommendations without switching tabs. This change applies to the following pages:
- Front-line case page
- CSM default record page
- CSM Interaction record page
- Email interaction record page
- CSM voice interaction record page
- CSM centered chat interaction record page
- Load Recommended Actions asynchronously to keep the UI responsive while recommendations load.
- Enable agents to send relevant KB articles through SMS during voice interactions and messaging-type interactions.
- **[Default recommendations for Pro customers](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=zurich&ft:locale=en-US)**
Recommendations are now delivered by default for Pro customers when either the Task Intelligence for CSM or the Now Assist for CSM plugin is installed. Agents can view contextual recommendations under the **Suggested Actions** tab, such as similar cases and open incidents, when the case meets the predefined criteria. Agents can link or copy resolutions directly into the current case.
- **[Resurface special handling notes](https://www.servicenow.com/docs/access?context=c_OnScreenAlerts&family=zurich&ft:locale=en-US)**
Display the special handling notes at any time by selecting Special handling notes from the More actions menu on the case record action bar. This action is now available on records from the following tables:
- Account
- Asset
- Contact
- Incident
- Product Model
- Work Order Task
This applies only to records where special handling notes are configured.
- **[Information session tab enhancements](https://www.servicenow.com/docs/access?context=csm-workspace-chat-session-tabs-configure&family=zurich&ft:locale=en-US)**
Use the following changes to enforce permissions and improve usability of the **Session** tab:
- Restrict access to unauthorized users with error messages and validate role-based permissions.
- Auto-save admin updates to timer and color changes in real time.
- Display workspace settings only after the Session tab is enabled.
- **[Configure Alert Dismissal settings at experience and alert level](https://www.servicenow.com/docs/access?context=auto-dismiss-alerts-in-csm-configurable-workspace&family=zurich&ft:locale=en-US)**
Use the following settings to control alert dismissal:
- Set alerts to auto-dismiss or require manual dismissal.
- Configure alert behavior globally or according to alert.
- Reduce alert overload while supporting accessibility standards, which helps agents focus on critical alerts.
- **[ServiceNow Link Manager is available on the Google Chrome, Microsoft Edge, and Mozilla Firefox plugin store](https://www.servicenow.com/docs/access?context=csm-workspace-snow-link-manager&family=zurich&ft:locale=en-US)**
Streamline tab management and reduce browser clutter with ServiceNow Link Manager:
- Automatically consolidates new ServiceNow related tabs into an existing open ServiceNow tab.
- Provides cross-platform support.
- Enables agents to share record links, such as cases, through platforms like Gmail, Microsoft Teams, Microsoft Outlook, and other web tools integrated with ServiceNow. These links open using ServiceNow Link Manager, ensuring the record loads in the correct workspace and context.
- Provides a user-friendly interface that is easy to enable and turn off directly from the extension settings in the respective browser.
- **Information icon**
Select the information icon on a reference field to display additional information about the record in a pop-up window. Starting with CSM Configurable Workspace Bundle version 5.0, the information displays in a pop-up window with an option to open in a separate tab instead of opening directly in a separate tab. This change applies to the following record pages:
- CSM Front-line case page
- CSM default record page
- CSM Interaction record page
Users can use Cmd+click \(Mac\) or Ctrl+click \(Windows\) when selecting the information icon to use the previous behavior.
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Australia
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- **[\[Placeholder link text to key csm-front-line-case-page\]](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=australia&ft:locale=en-US)Knowledge article link insertion from Recommended Actions**
Selecting any of the three attach knowledge article options for work notes, comments, or email from the Recommended Actions panel now automatically switches to the relevant target tab, so the inserted link is immediately visible without manual navigation. Inserted links also now display the article title alongside the article number as a hyperlink, replacing the previous article-number-only display. This enhancement applies to the Front-line case page and CSM default record page.
- **[\[Placeholder link text to key csm-email-interaction-record-page\]](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US)Knowledge article link insertion from Recommended Actions on the Email Interaction record page**
Inserted knowledge article links from the Recommended Actions panel now display the article title alongside the article number as a hyperlink in the email body, replacing the previous article-number-only display. This enhancement applies to the Email Interaction record page.
- **[Editable record headers](https://www.servicenow.com/docs/access?context=csm-workspace-agent-actions&family=australia&ft:locale=en-US)**
Enables agents to edit the short description of a record directly from the header field. This feature is available on the following record pages:
- Front-line case page
- CSM Interaction record page
- CSM default record page
- **[Collaborate component in CRM Workspace](https://www.servicenow.com/docs/access?context=csm-config-ws-collaborate-component&family=australia&ft:locale=en-US)**
Use the Collaborate component in the contextual side panel in CRM Workspace to communicate and collaborate with stakeholders in real time to resolve cases.
- **[SLA component on the Front-line case page](https://www.servicenow.com/docs/access?context=csm-front-line-case-page&family=australia&ft:locale=en-US)**
Use the Service Level Agreement \(SLA\) component in the contextual side panel on the Front-line case page to view SLAs. The SLA cards appear in the Record Information tab below the record information card.
- **[Email Interaction record page enhancements](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US)**
Minimize drafts to a dock at the bottom of the workspace page in the inline modeless composer. View activities in the activity feed at the top of the page in reverse order, with the newest entries displayed at the bottom.
- **[Lookup component added to the Email Interaction record page](https://www.servicenow.com/docs/access?context=csm-email-interaction-record-page&family=australia&ft:locale=en-US)**
Enable agents to look up contacts and consumers by name, phone number, or email address and link them to a record.
- **[Create actions on the Front-line case page](https://www.servicenow.com/docs/access?context=csm-config-ws-action-layout-groups&family=australia&ft:locale=en-US)**
Create different types of records by using the **Create** button on the Front-line case page. Selecting an action from the Create button, such as creating an incident or a knowledge gap, opens the form in a modeless dialogue.
- **[View attachments in modeless dialogs](https://www.servicenow.com/docs/access?context=csm-front-line-case-page-modeless-dialogs&family=australia&ft:locale=en-US)**
Enable agents to access and review attachments in modeless dialogs instead of workspace tabs. Agents can easily view attachments while also viewing case information and drafts of emails, comments, or work notes.
- **[Auto-dismiss alerts](https://www.servicenow.com/docs/access?context=auto-dismiss-alerts-in-csm-configurable-workspace&family=australia&ft:locale=en-US)**
Reduce visual clutter through auto-dismissible alerts, which are enabled by default for Info, Low, and Moderate alerts, with a default timer of five seconds. Critical and High alerts remain persistent to ensure important notifications stay visible.
- **[Maximum number of active tabs in CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-config-workspace-interface&family=australia&ft:locale=en-US)**
Agents can open up to 20 active tabs \(previously 10\) in CRM Workspace to handle multiple tasks simultaneously without losing context.
- **[Open multiple lists in separate primary tabs](https://www.servicenow.com/docs/access?context=csm-config-workspace-list-views&family=australia&ft:locale=en-US)**
Agents can now open multiple lists in different CRM Workspace primary tabs, enabling seamless context switching between lists without losing their current workspace view.
- **[Granular admin roles](https://www.servicenow.com/docs/access?context=r_RolesInstalledWithCustomerService&family=australia&ft:locale=en-US)**
Enhance security, reduce over-privileged accounts, and enable flexible, task-focused permission management by assigning granular, feature-specific roles to replace broad admin access.
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