--- sourceDocument: Australia Release Notes sourceDocumentLink: https://www.servicenow.com/docs/r/release-notes Release : - australia ft:locale : - en-US ft:publication_title : - Australia Release Notes ft:clusterId : - rn bundleId : - rn --- # Telecommunications Customer 360 release notes # Telecommunications Customer 360 release notes {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Telecommunications Customer 360 release notes The ServiceNow Telecommunications Customer 360 application, introduced in the Australia release, offers a unified platform that consolidates data from various systems into a single interface. It equips service agents with comprehensive customer information, interaction history, billing details, and product data to enhance service delivery and issue resolution efficiency. Show full answer Show less ## Key Features * **Unified Customer View:** Provides a 360-degree customer profile accessible as a dedicated tab on any record page, replacing the previous Customer Details tab. This includes account, contact, and recent interaction summaries. * **Smart Actions for Telecom:** Automates customer issue diagnosis via AI-driven agentic workflows from the Recommended Actions panel, checking inventory, open cases, billing status, and incidents to generate actionable insights. * **Agentic Workflow Integration:** Allows automatic launching of workflows with contextual data during customer interactions or case handling to accelerate problem resolution. * **Recommendations Panel:** Enables agents to search and access Knowledge Base articles and relevant workflows directly within the customer 360 interface for faster support. * **Interaction and Customer History Tracking:** Monitors customer communications including phone interactions, chat messages, cases, and work orders with filtering options for comprehensive context understanding. * **Billing and Product Management:** Displays detailed billing records and invoices with search and filter capabilities, alongside active product and service information linked to the customer account. * **Case and Task Management:** Consolidates various case types and work orders in a unified view, showing key details such as priority, state, and associated products. * **Configurable Data Sources:** Supports integration of call, chat, and billing data from external systems to enrich customer insights. * **Visual Trend Charts:** Offers monitoring of customer satisfaction metrics like NPS and CSAT with trend analysis for proactive service improvements. * **UI Builder Component:** Enables embedding the customer 360 view within configurable workspaces for tailored agent experiences. * **ServiceNow AI Platform Tiers:** Supports Foundation, Advanced, and Prime AI licensing tiers that determine access to AI features, generative AI skills, and autonomous workflows. ## Activation and Deployment Telecommunications Customer 360 is available through the ServiceNow Store. Customers must request installation from the store to activate the application. It is delivered as scoped plugins that include the core application and recommended actions features. ## Practical Benefits for ServiceNow Customers * Facilitates faster and more accurate customer issue diagnosis using AI-powered workflows. * Improves agent productivity by consolidating all relevant customer information and actions into a single workspace. * Enhances customer service quality with real-time access to billing, order management, and product status. * Enables proactive service management through insights from customer interaction trends and health indicators. * Supports flexible integration with existing telecom data sources and ServiceNow's AI capabilities tailored by licensing level. The ServiceNow® Telecommunications Customer 360 application provides a unified interface that aggregates data from multiple systems into a single platform. Telecommunications Customer 360 is a new application in the Australia release. ## Telecommunications Customer 360 highlights for the Australia release {#telecom-customer-360-rn__telecom-customer-360-rn-highlights} [Australia Patch 5](https://www.servicenow.com/docs/86~p_JZvUlBB3FD_j8roSw "The Australia Patch 5 release contains important problem fixes.") * 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. * Automate customer issue diagnosis with the Smart Actions for Telecom agentic workflow which checks product inventory, open cases, billing status, and incidents from the Recommended Actions panel. * Access Customer 360, Run Diagnostics, and Recommended Actions in a single workspace from any record page. {#telecom-customer-360-rn__ul_mjp_mxg_bkc} [Australia Patch 3](https://www.servicenow.com/docs/DV1TPpiWEUyO6zY~iwNq1A "The Australia Patch 3 release contains important problem fixes.") * Add the 360-degree customer view to any record page with the Telecom Customer 360 UI Builder component. * Find KB articles and agentic workflows for the current customer with the Recommendations panel. Australia Early Availability * Provide agents with customer information, context, and insights for service problem analysis and faster resolution. * Enable agents to create cases for billing and service-related issues, manage orders, and book field service appointments directly from the customer view. * Provides data source configurability to bring call, chat, and billing data from external sources and generate insights. * Receive insights on customer health and top recent issues. See [Telecommunications Customer 360](https://www.servicenow.com/docs/access?context=c360-land-page&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) for more information.{#telecom-customer-360-rn__telecom-customer-360-rn-highlights-4} Important: Telecommunications Customer 360 is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. ## Telecommunications Customer 360 features {#telecom-customer-360-rn__telecom-customer-360-rn-new-features} [Australia Patch 5](https://www.servicenow.com/docs/86~p_JZvUlBB3FD_j8roSw "The Australia Patch 5 release contains important problem fixes.") [Add the Customer 360 view to a record page](https://www.servicenow.com/docs/access?context=c360-configure-c360&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US)A : Add Customer 360 as a dedicated tab to any record page along with the Run Diagnostics and Recommended Actions options to the contextual side panel. The Customer 360 tab replaces the Customer Details tab on the record page. [Smart actions for Telecom](https://www.servicenow.com/docs/access?context=now-assist-tmt-smart-actions-agentic-workflow&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : Diagnose customer issues automatically from the Recommended Actions panel using the Smart Actions for Telecom AI agentic workflow. The workflow checks product inventory, open cases and incidents, work orders, and outstanding billing for the current account or consumer record and returns a structured summary with findings. [Launch agentic workflow guidance](https://www.servicenow.com/docs/access?context=c360-launch-agentic-workflow-guidance&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : Automatically launch agentic workflows in the Recommendations panel based on the current interaction or case record, and provide context data during the execution of the workflow. [Australia Patch 3](https://www.servicenow.com/docs/DV1TPpiWEUyO6zY~iwNq1A "The Australia Patch 3 release contains important problem fixes.") [Telecom Customer 360 component](https://www.servicenow.com/docs/access?context=c360-component&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : Embed the 360-degree customer view as a tab on any record page in the CSM/FSM Configurable Workspace by adding the Telecom Customer 360 UI Builder component. The component is shipped on the complaint case record page by default. [Recommendations](https://www.servicenow.com/docs/access?context=c360-recommendations&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : View Knowledge Base article suggestions and search for KB articles and agentic workflows directly from the Telecommunications Customer 360 page using the contextual Recommendations side panel. [Australia Patch 2](https://www.servicenow.com/docs/SG~RVvxPNqIQWrm6Bfkd9A "The Australia Patch 2 release contains important problem fixes.") [Interaction record](https://www.servicenow.com/docs/access?context=c360-view-inter-record&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : View customer phone interaction records, verify and open records to view details. [Australia Patch 1](https://www.servicenow.com/docs/YA7hULsClAMRpa0n7ju_1A "The Australia Patch 1 release contains important problem fixes.") [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) : 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 {#telecom-customer-360-rn__ul_pgy_j1t_r3c} Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. Australia Early Availability [Customer information](https://www.servicenow.com/docs/access?context=c360-home-page&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : View customer account, contact, or consumer information including contact details, location, and recent interaction summary for efficient service delivery. [Interaction history](https://www.servicenow.com/docs/access?context=c360-inter-history-card&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : Track customer interactions over time with date range filtering. View the chronological history of customer engagements to understand previous communication context. [Trend charts](https://www.servicenow.com/docs/access?context=c360-data-visual-card&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : Monitor key customer metrics through visual charts including NPS and CSAT scores with target comparisons and trend lines. View the last updated timestamps for each metric. [Billing](https://www.servicenow.com/docs/access?context=c360-billing-card&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : Review customer billing information and invoices for the selected billing account. Search and filter billing records to quickly locate specific invoice details. [Products](https://www.servicenow.com/docs/access?context=c360-products-card&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : Identify active products and services associated with the customer account. View counts of related cases, service problem cases, incidents, and test results for each product to understand product-specific issues. [Cases, tasks, and orders](https://www.servicenow.com/docs/access?context=c360-tasks-card&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : Manage multiple task types including service problem cases, cases, customer orders, work orders, complaint cases, and invoice cases in a unified view. View details such as case numbers, descriptions, state, sold products, and priority levels across all task records. ## Changed in this release {#telecom-customer-360-rn__telecom-customer-360-rn-changed-features} [Australia Patch 2](https://www.servicenow.com/docs/SG~RVvxPNqIQWrm6Bfkd9A "The Australia Patch 2 release contains important problem fixes.") [Products](https://www.servicenow.com/docs/access?context=c360-products-card&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : * Filter the list of sold products displayed by product characteristic values. * Modify configurations, suspend, resume, or disconnect one or more sold products and their services. {#telecom-customer-360-rn__ul_ywr_gp4_bjc} [Customer history](https://www.servicenow.com/docs/access?context=c360-inter-history-card&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US) : The Interaction history card has been renamed to Customer history. Phone interactions, chat messages, cases, contracts, work orders, and other activity types that have been configured are displayed. [Australia Patch 4](https://www.servicenow.com/docs/hpSe6FW9rwONQbG06dlmzQ "The Australia Patch 4 release contains important problem fixes.") [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) : 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. ## Activation information {#telecom-customer-360-rn__telecom-customer-360-rn-activation} Install Telecommunications Customer 360 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/r/store-release-notes/sn-store-release-notes.html).{#telecom-customer-360-rn__telecom-customer-360-rn-activation-1} ## Plugin information {#telecom-customer-360-rn__telecom-customer-360-rn-plugin-info} New plugins{#telecom-customer-360-rn__telecom-customer-360-rn-new-plugins} : The following plugins are new in Australia. * Telecommunications Customer 360 (com.sn_telecom_c360): The Telecommunications Customer 360 plugin is a scoped application that includes the data model and all the modules of the Telecommunications Customer 360 application. * Recommended actions for Telecommunications (com.snc.sn_telecom_ra): Enables you to search for Knowledge Base articles and trigger agentic workflows relevant to the current account or consumer record. {#telecom-customer-360-rn__ul_a3z_smc_ljc} ## Related ServiceNow applications and features {#telecom-customer-360-rn__telecom-customer-360-rn-related-apps} [Customer Service Management](https://www.servicenow.com/docs/access?context=c_CustomerServiceManagement&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) : The Customer Service Management application automates your onboarding and case monitoring processes and gives service agents visibility into the customer systems and tools needed to deliver proactive services.