---
title: Combined Customer Success Management release notes for upgrades from Yokohama to Australia
description: Consolidated page of all release notes for Customer Success Management from Yokohama to Australia.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/delta-yokohama-australia/australia-yokohama-customersuccessmanagement-release-notes.html
release: australia
topic_type: reference
last_updated: "2026-09-15"
reading_time_minutes: 8
breadcrumb: [Products combined by family]
---

# Combined Customer Success Management release notes for upgrades from Yokohama to Australia

Consolidated page of all release notes for Customer Success Management from Yokohama to Australia.

## How to use this page

To help you prepare for your upgrade, we have combined the cross-family Customer Success Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Australia.

**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 Customer Success Management to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## New features

Between your current release family and Australia, new features were introduced for Customer Success Management.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

-   **[Health framework](https://www.servicenow.com/docs/access?context=account-lifeycle-health-frmwk&family=yokohama&ft:locale=en-US)**

Define the key business and operational indicators and their impact on the overall health of an engagement. You can provide insights that help identify the trends and determine if the engagement is stable.

-   **[Risk framework](https://www.servicenow.com/docs/access?context=account-lifecycle-risk-frmwrk&family=yokohama&ft:locale=en-US)**

Centralize, track, and monitor the relational risks so that you can reduce customer turnover. You can identify risk signals and create repeatable remediation plans.

-   **[Success blueprint builder](https://www.servicenow.com/docs/access?context=account-lifecycle-success-blueprint&family=yokohama&ft:locale=en-US)**

Create standardized objectives and outcomes for an engagement. Your customer success managers can prioritize the requirements and identify the outcomes that provide the maximum customer impact.

-   **[Success initiative roadmap](https://www.servicenow.com/docs/access?context=account-lifecycle-success-roadmap&family=yokohama&ft:locale=en-US)**

Create a timeline view of the success initiatives and view the status, timing, and priority of these activities.

-   **[Touchpoints enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-touchpoints&family=yokohama&ft:locale=en-US)**

Use a touchpoint to track and manage your customer interactions through meetings and emails. With the touchpoint planner, you can help to ensure that all customer interactions and related activities are taking place on time with expected results.

-   **[Case summarization for onboarding cases, engagements, and touchpoints](https://www.servicenow.com/docs/access?context=now-assist-spmc&family=yokohama&ft:locale=en-US)**

Use generative AI to get a high-level summary of the status of your engagements, onboarding cases, and touchpoints.


</td></tr><tr><td>

Zurich

</td><td>

-   **[Calculate health score](https://www.servicenow.com/docs/access?context=account-lifecycle-setup-health-defn&family=zurich&ft:locale=en-US)**

Starting with Customer Success Management 5.3.11, you can use the **Calculated** metric data source to determine the health score for an engagement. If you are upgrading from Customer Success Management 5.3.10 or earlier versions, you must run the `Set health migration status` script to enable the health score calculation using this data source.


 -   **[Define a table data source](https://www.servicenow.com/docs/access?context=account-lifecycle-define-data-source-table&family=zurich&ft:locale=en-US)**

Starting with Customer Success Management 5.3.11, you can use the **Table** type data source to retrieve and analyze data from internal and external tables. To retrieve data from external sources, you must install the Zero Copy Connector Hub application and create data fabric tables.


 -   **[Risk and issues page](https://www.servicenow.com/docs/access?context=account-lifecycle-risk-issues-page&family=zurich&ft:locale=en-US)**

Use the risk timeline visualization to manage the risk occurrences.


 -   **[Granular admin roles](https://www.servicenow.com/docs/access?context=account-lifecycle-success-roles&family=zurich&ft:locale=en-US)**

The granular admin role enables developers and administrators to complete administrative configuration tasks for Customer Success Management without requiring the full admin role.


 -   **[Read-only field enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-read-only&family=zurich&ft:locale=en-US)**

Read-only field protections have been moved from the client side to the server side. This move prevents users from updating read-only fields through client-side methods.


</td></tr><tr><td>

Australia

</td><td>

-   **[Product adoption roadmap versioning](https://www.servicenow.com/docs/access?context=account-lifecycle-par-versioning&family=australia&ft:locale=en-US)**

Track the history of published roadmap states and restore an earlier version as needed. Publishing a roadmap creates a version record with a complete snapshot of the lanes and items. You can revert to any previous version without losing the roadmap.


</td></tr></tbody>
</table>## Changes

Between your current release family and Australia, some changes were made to existing Customer Success Management features.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

-   **[Success portfolio](https://www.servicenow.com/docs/access?context=account-lifecycle-success-landing&family=yokohama&ft:locale=en-US)**

The Success portfolio dashboard provides visibility into the overall health of a customer success manager's portfolio. With this dashboard, you can view the health of an engagement, individual indicators, health and risk trends, and touchpoints.

-   **[Engagement page enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-view-engage&family=yokohama&ft:locale=en-US)**

Use the engagement home page to see a high-level overview of an engagement. You can also view the current health score, identify issues, and monitor objectives and outcomes.

-   **[Data import enhancements](https://www.servicenow.com/docs/access?context=account-lifecycle-import-data&family=yokohama&ft:locale=en-US)**

Optimize the onboarding process by importing and publishing a large amount of data and resolve any errors or issues​ quickly.


</td></tr><tr><td>

Zurich

</td><td>

-   **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.


</td></tr><tr><td>

Australia

</td><td>

-   **[Touchpoint home page](https://www.servicenow.com/docs/access?context=account-lifecycle-touchpoint-home&family=australia&ft:locale=en-US)**

Internal touchpoints ensure that the internal teams are aligned on the objectives and outcomes of the engagement.


</td></tr></tbody>
</table>## Removed

Between your current release family and Australia, some Customer Success Management features or functionality were removed.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Deprecations

Between your current release family and Australia, some Customer Success Management features or functionality were deprecated.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Activation information

Review information on how to activate Customer Success Management.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

-   **Activation information**

Install Customer Success Management by requesting it from 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/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US).


</td></tr><tr><td>

Zurich

</td><td>

-   **Activation information**

Install Customer Success Management 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/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US).


</td></tr><tr><td>

Australia

</td><td>

-   **Activation information**

Install Customer Success Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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/access?context=sn-store-release-notes&family=australia&ft:locale=en-US).


</td></tr></tbody>
</table>## Additional requirements

If any additional requirements were introduced or changed for Customer Success Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Browser requirements

If any specific browser requirements were introduced or changed for Customer Success Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Accessibility information

Review details on accessibility information for Customer Success Management, such as specific requirements or compliance levels.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

-   **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.


</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Localization information

If there are specific localization considerations for Customer Success Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

No updates for this release.

</td></tr><tr><td>

Zurich

</td><td>

No updates for this release.

</td></tr><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Highlight information

If there are specific highlight considerations for Customer Success Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Yokohama

</td><td>

-   Define, measure, and track the overall health of an engagement and monitor risk signals and issues.
-   Manage all customer interactions in a single place and organize them with the touchpoint calendar.​
-   Create templates to define common success objectives and outcomes and associate them with a product.
-   Use ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) to summarize account onboarding cases, engagements, and touchpoints.
-   Integrate your ServiceNow instance with external Customer Relationship Management \(CRM\) platforms during the engagement life cycle.

 See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=yokohama&ft:locale=en-US) for more information.

</td></tr><tr><td>

Zurich

</td><td>

-   Account Lifecycle Events has been renamed to Customer Success Management.
-   Enable managers to see a high-level aggregate view of their entire customer portfolio.
-   Monitor adoption scores for sold products and track implementation progress for customer engagements.
-   View the engagement hierarchy and timeline of events.
-   Use the new metrics data source to calculate metric values dynamically based on the weighted sums of other metrics.
-   View the detailed information of risk level records in the risk occurrence timeline.
-   The activity stream component displays a list of the activities occurring on a risk signal and issue record.
-   The **Related Items** tab provides access to the Risk Signal and Issue related lists.
-   Determine the engagement health score from the Calculated data source.
-   Retrieve data from internal and external tables with the Table type data source.

 See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=zurich&ft:locale=en-US) for more information.

</td></tr><tr><td>

Australia

</td><td>

[Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&ft:locale=en-US)

-   Starting with Zurich Patch 12, ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

 [Australia Patch 4](https://www.servicenow.com/docs/access?context=australia-patch-4&family=australia&ft:locale=en-US)

-   Capture and preserve customer business context from pre-sales through post-sale handoff with Customer Discovery Hub.

 [Australia Patch 3](https://www.servicenow.com/docs/access?context=australia-patch-3&family=australia&ft:locale=en-US)

-   Describes what task you want to accomplish on web at a high level in the tool configuration.

 **Australia Early Availability**

-   Automatically draft, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption.
-   Identify and match internal experts to customer needs based on engagement context, skills, region, and real-time availability.
-   Automatically monitor solution progress and sync real-time updates with the risk signals and solution synchronization agent.
-   Generate customized product adoption roadmaps by analyzing customer characteristics, goals, and similar product adoption patterns.
-   Provide increased expansion and advocacy opportunities.

 See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=australia&ft:locale=en-US) for more information.

</td></tr></tbody>
</table>**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/delta-yokohama-australia/rn-combined-intro.md)