Combined Customer Success Management release notes for upgrades from Zurich to Australia

Consolidated page of all release notes for Customer Success Management from Zurich 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 Zurich 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>

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>

Zurich

</td><td>

• Calculate health score

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

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

Use the risk timeline visualization to manage the risk occurrences.

• Granular admin roles

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

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.

• Success report dashboard

Use the Success report dashboard to see the overall view of all the engagements under your hierarchy and manage your entire customer portfolio. Monitor engagement metrics, risk indicators, and get insights into onboarding and adoption status, risk indicators, onboarding and adoption insights, and expansion and renewal metrics.

• Product adoption and usage

Measure product adoption trends and proactively guide users to achieve desired outcomes using products and services that have been purchased. Identify active and power users and areas where additional training or support is required due to low engagement.

• Implementation record

Track the progress of a partner or customer implementing a product or a service. Get a centralized view of the implementation status, identify risks, and run playbooks to mitigate issues.

• Engagement hierarchy

View aggregate hierarchical data for an engagement. Make informed decisions, improve customer satisfaction through detailed tracking, identify risks early, and help prevent escalations.

• Engagement timeline

View a chronological list of critical events related to an engagement. Review timelines to recall past events, customer interactions, and identify any issues.

• Contextual color bands

Associate thresholds and visual representations to health metric data. View product adoption and usage information relative to a specific product.

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

Australia

</td><td>

• Product adoption roadmap versioning

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.

• Customer Discovery Hub

Customer Discovery Hub provides a structured way to capture and preserve customer business context from pre-sales through the post-sale handoff. Sales teams document business needs, challenges, expectations, and use cases that automatically carry forward to engagement records. This gives customer success managers immediate insight into customer objectives and success criteria.

• Adaptive desktop actions

Use adaptive desktop actions in Customer Success Management to test prompt-driven models on your workflows.

• ServiceNow product tiers

The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:

-   Foundation: AI basics to deliver insights
-   Advanced: AI to boost productivity across relevant use cases
-   Prime: Act autonomously with all AI assets, and create your own

Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

• Squad resource identifier

Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations. This helps to promote faster and more effective collaboration across engagements.

• Product release email communication

Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution.

• Recommend risk signal solutions

Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks.

• Generate product adoption roadmaps using Now Assist

Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal conversations and expansion opportunities.

• Support renewals and expansion

Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine.

• Product adoption roadmap

Enable customer success managers to create structured roadmaps that can guide customers through adoption of purchased products based on business value and current adoption scores. The planner supports two planning levels—Product (strategic) and Capabilities (tactical)—with sequencing to establish clear adoption pathways.

</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>

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>

• Now LLM service deprecation

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.

• Touchpoint home page

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>

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>

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>

Zurich

</td><td>

• Activation information

Install Customer Success Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

Important: Customer Success Management is available in the ServiceNow Store. For details, see the “Activation information” section of these release notes.

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

Australia

</td><td>

• Activation information

Install Customer Success Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

Important: Customer Success Management is available in the ServiceNow Store. For details, see the Activation information section of these release notes.

</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>

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>

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>

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>

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>

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 for more information.

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

Australia

</td><td>

Australia Patch 5

• 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

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

Australia Patch 3

• 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 for more information.

</td></tr></tbody> </table>Parent Topic:Products combined by family