Hello CSM Community!

We're excited to share the latest updates and enhancements introduced in the Zurich release, designed to improve your experience across our Customer Service Management platform. Read on to discover the key features and new capabilities now available.

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Key development areas

✅ Enhanced chat interaction experience

Presents a new chat interaction page layout with the chat component placed front and center, making use easier and more intuitive.

✅ Task plan templates

Provides new intuitive templates to define repetitive tasks and prioritize their order to streamline business processes.

✅ Service Model Foundation integrations

Enables integration of Service Model Foundation with Order and Quote Management to track orders and quotes generated by channel partners.

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What's new?

We’ve been hard at work updating our documentation to help you navigate these updates smoothly. Here are some highlights:

✅ Agent experience

Agents benefit from a modernized workspace featuring a centered chat layout, enhanced callback and lookup components, improved visibility of customer history, and default proactive recommendations. Read more

✅ Case management

The new updates introduce task plan templates for automating repeatable workflows, allow multiple entitlements to be added to cases and case lines, and improve service definition filtering. Read more

✅ Data management

Service Model Foundation is now efficiently integrated with Order and Quote Management to support indirect sales through business locations. Read more

✅ Intelligence solutions

Recommended Actions have been enhanced with improved refresh controls, dynamic JSON-based context inputs, and a lock icon to indicate inaccessible knowledge base articles. Read more

✅ Now Assist for CSM

Generative AI powered security enhancements via ACLs and identity-based permissions for AI agents and agentic workflows. Read more

✅ Omnichannel and Self-Service

Omnichannel capabilities have been streamlined to include CCaaS callbacks and a global call list, allowing agents to switch between workspaces seamlessly. Read more

✅ Workforce Optimization

A new monthly calendar view enables managers and agents to schedule shifts with greater visibility, improving workforce planning and team engagement. Read more

🔗For a full overview, check out the release notes.

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What's next?

We’re always looking for ways to improve our documentation to better support you and keep you informed about the latest features. Our latest updates bring more clarity, visuals, and interactivity to enhance your learning experience. Here’s a quick overview of what's new:

📖 101 new topics to our CSM documentation!

🖼️ 2 fresh infographics to make learning easier.

🎥 And 5 brand-new videos within the Now Assist for CSM documentation, for a more interactive experience.

We're already working on some exciting documentation updates for future releases. If you have feedback or suggestions on how we can further improve our documentation, drop us a comment below!

Explore the Zurich CSM documentation today and get ahead of the curve! Start here!