{"id":1592,"date":"2026-10-30T10:24:25","date_gmt":"2026-10-30T09:24:25","guid":{"rendered":"https:\/\/servistio.com\/blog\/whats-new-in-customer-service-management-the-brazil-release\/"},"modified":"2026-10-30T10:25:48","modified_gmt":"2026-10-30T09:25:48","slug":"whats-new-in-customer-service-management-the-brazil-release","status":"publish","type":"post","link":"https:\/\/servistio.com\/en\/blog\/whats-new-in-customer-service-management-the-brazil-release\/","title":{"rendered":"What\u2019s New in Customer Service Management: The Brazil Release"},"content":{"rendered":"<section class=\"l-section wpb_row height_large\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row via_flex valign_top type_default stacking_default\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column\"><div class=\"wpb_wrapper\"><p>Customer expectations keep rising: faster answers, fewer hand-offs and support on whichever channel they choose. The ServiceNow Brazil release responds with a set of Customer Service Management (CSM) updates that extend AI beyond the agent desktop, bring voice into self-service, and tighten the data and workforce foundations behind every case.<\/p>\n<p>Below are five highlights introduced in Brazil, drawn from the official release notes. We have excluded capabilities that were already available in earlier releases.<\/p>\n<h2>1. Open CSM to any AI assistant through MCP<\/h2>\n<p>ServiceNow Otto for CSM now includes an MCP (Model Context Protocol) server. MCP-compatible AI clients can securely call CSM actions such as retrieving cases and case task details, generating summaries and resolution notes, analyzing sentiment and drafting responses.<\/p>\n<p><strong>Why it matters: <\/strong>Teams can bring case intelligence into the AI tools their people already use, rather than asking them to switch applications.<\/p>\n<h2>2. Voice support directly from your portal<\/h2>\n<p>With the new WebRTC voice widget, customers can place a call straight from a portal page or the Engagement Messenger, and call context follows them as they navigate. Calls can connect to AI Voice Agents, and routing from Amazon Connect, Five9 or NICE contact center channels is also supported.<\/p>\n<p><strong>Why it matters: <\/strong>Customers get a natural, conversational voice option without waiting on a separate contact center journey, and support leaders gain another low-effort channel.<\/p>\n<h2>3. Proactive service for business organizations<\/h2>\n<p>Proactive customer service and major case management now extend to business organizations. When a network alert affects a business organization\u2019s install base, the system can propose a major case and a list of affected organizations, with a child case created for each one on acceptance. A new Restricted Customer Access setting also limits what business organization staff can see, and customer contacts can raise return merchandise authorization (RMA) cases from the business portal.<\/p>\n<p><strong>Why it matters: <\/strong>Partners and channel organizations are informed before they have to ask, and data access stays aligned to each organization\u2019s role.<\/p>\n<h2>4. A richer billing account model<\/h2>\n<p>Billing accounts can now carry multiple addresses, a payment profile, a billing schedule and clear payment responsibility (self, parent or a designated account). New fields on Account, Consumer and Contact records add segmentation, life cycle stage and external IDs for easier system integration.<\/p>\n<p><strong>Why it matters: <\/strong>Agents see a clearer, more complete picture of each customer, and integrations with billing and CRM systems become simpler to maintain.<\/p>\n<h2>5. Flexible Shift Planning for agents<\/h2>\n<p>Shift planning administrators can now move one or many agents to another shift, within or across published schedules, without unpublishing anything. Each move has start and end dates, can revert automatically, is validated by the system and is recorded in a move history.<\/p>\n<p><strong>Why it matters: <\/strong>Managers can respond to absences and demand spikes quickly, with no disruption to published schedules.<\/p>\n<h2>Good to know before you upgrade<\/h2>\n<p>Several CSM plugins are renamed with Brazil (for example, CSM Workspace becomes CRM Workspace), and the Communities plugins are deprecated for new installations. Review the release notes and your entitlements before planning your upgrade.<\/p>\n<h2>In summary<\/h2>\n<p>Brazil makes CSM more open, more connected and more precise: AI that works across tools, voice that starts on your portal, proactive service for business customers, and stronger data and workforce management.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"Customer expectations keep rising: faster answers, fewer hand-offs and support on whichever channel they choose. The ServiceNow Brazil release responds with a set of Customer Service Management (CSM) updates that extend AI beyond the agent desktop, bring voice into self-service, and tighten the data and workforce foundations behind every case. Below are five highlights introduced...","protected":false},"author":11,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[45,33,25],"tags":[],"class_list":["post-1592","post","type-post","status-publish","format-standard","hentry","category-csm","category-customer-workflows-en","category-servicenow-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/servistio.com\/en\/wp-json\/wp\/v2\/posts\/1592","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/servistio.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/servistio.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/servistio.com\/en\/wp-json\/wp\/v2\/users\/11"}],"replies":[{"embeddable":true,"href":"https:\/\/servistio.com\/en\/wp-json\/wp\/v2\/comments?post=1592"}],"version-history":[{"count":2,"href":"https:\/\/servistio.com\/en\/wp-json\/wp\/v2\/posts\/1592\/revisions"}],"predecessor-version":[{"id":1594,"href":"https:\/\/servistio.com\/en\/wp-json\/wp\/v2\/posts\/1592\/revisions\/1594"}],"wp:attachment":[{"href":"https:\/\/servistio.com\/en\/wp-json\/wp\/v2\/media?parent=1592"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/servistio.com\/en\/wp-json\/wp\/v2\/categories?post=1592"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/servistio.com\/en\/wp-json\/wp\/v2\/tags?post=1592"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}