--- sourceDocument: Zurich Release Notes sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/release-notes Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Release Notes ft:clusterId : - rn bundleId : - rn --- # ServiceNow Otto for Sales Automation release notes # ServiceNow Otto for Sales Automation release notes {#ariaid-title1} Release version: Zurich Updated February 11, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read The ServiceNow® ServiceNow Otto for Sales Automation application brings platform AI capabilities to Sales Customer Relationship Management. ServiceNow Otto for Sales Automation is a new application in the Zurich release. ## ServiceNow Otto for Sales Automation highlights for the Zurich release {#now-assist-for-sales-and-order-management-rn__now-assist-for-sales-and-order-management-rn-highlights} [Zurich Patch 7](https://www.servicenow.com/docs/ai11xBL9BGVSGxoM1Poc4g "The Zurich Patch 7 release contains important problem fixes.") * Now Assist for Sales and Order Management (SOM) is now known as ServiceNow Otto for Sales Automation to align with our updated product taxonomy. There is no change to functionality or existing customer configurations. {#now-assist-for-sales-and-order-management-rn__ul_ql1_pgl_g3c} [Zurich Patch 5](https://www.servicenow.com/docs/EUKjGiGPGAI0Y2J3e0OXkQ "The Zurich Patch 5 release contains important problem fixes.") * Review changes to Now Assist usage measurement. {#now-assist-for-sales-and-order-management-rn__ul_gvm_tgl_g3c} [Zurich Patch 2](https://www.servicenow.com/docs/3Y_k_JRSgF6zCGckwZBWJQ "The Zurich Patch 2 release contains important problem fixes.") * Enable sales agents to use the Help nurture new leads agentic workflow to: * Proactively engage with initial leads * Book an appointment/demo to qualify a lead * Identify opt-outs and disinterest for lead disqualification {#now-assist-for-sales-and-order-management-rn__ul_mws_wh5_2hc} {#now-assist-for-sales-and-order-management-rn__ul_gyj_wh5_2hc} See [ServiceNow Otto for Sales Automation](https://www.servicenow.com/docs/access?context=now-assist-for-sales-and-order-management-som&version=zurich&pubname=zurich-order-management&ft:locale=en-US) for more information.{#now-assist-for-sales-and-order-management-rn__now-assist-for-sales-and-order-management-rn-highlights-4} Important: ServiceNow Otto for Sales Automation is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. ## New in the Zurich release {#now-assist-for-sales-and-order-management-rn__now-assist-for-sales-and-order-management-rn-new-features} **[Zurich Patch 2](https://www.servicenow.com/docs/3Y_k_JRSgF6zCGckwZBWJQ "The Zurich Patch 2 release contains important problem fixes.")** [Use agentic workflows in ServiceNow Otto for Sales Automation](https://www.servicenow.com/docs/access?context=using-agentic-worklflows-in-lead-management&version=zurich&pubname=zurich-order-management&ft:locale=en-US) : The Help nurture new leads agentic workflow works with a team of AI agents to assist the sales agents to manage the life cycle of leads, either independently or under supervision.{#now-assist-for-sales-and-order-management-rn__table_s5m_lpg_jgc__entry__3} | Workflow name | Description | Available AI agents | |-|-|-| | Help nurture new leads | * Outlines the steps required to engage the lead with the sales agent. * Sends initial outreach and follow-up emails. * Retrieves emails, classifies the intent, and routes it to the right sales agent to take action. * Schedules, reschedules, or deletes the appointments based on sales agent availability. * Manages the leads who want to opt out or uninterested. {#now-assist-for-sales-and-order-management-rn__ul_t5m_lpg_jgc} | * Lead outreach AI agent * Inbound email AI agent * Appointment management AI agent * Lead disinterest AI agent {#now-assist-for-sales-and-order-management-rn__ul_u5m_lpg_jgc} | [Table 1. Available workflows for lead management AI agents for the AI agent collection] {#now-assist-for-sales-and-order-management-rn__table_s5m_lpg_jgc} ## Changed in this release {#now-assist-for-sales-and-order-management-rn__now-assist-for-sales-and-order-management-rn-changed-features} **[Zurich Patch 5](https://www.servicenow.com/docs/EUKjGiGPGAI0Y2J3e0OXkQ "The Zurich Patch 5 release contains important problem fixes.")** [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). ## Activation information {#now-assist-for-sales-and-order-management-rn__now-assist-for-sales-and-order-management-rn-activation} Now Assist features are available with activation of com.sn.now.platform plugin. For more information, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).{#now-assist-for-sales-and-order-management-rn__now-assist-for-sales-and-order-management-rn-activation-1} ## Plugin information {#now-assist-for-sales-and-order-management-rn__now-assist-for-sales-and-order-management-rn-plugin-info} [Zurich Patch 2](https://www.servicenow.com/docs/3Y_k_JRSgF6zCGckwZBWJQ "The Zurich Patch 2 release contains important problem fixes.") New plugins{#now-assist-for-sales-and-order-management-rn__now-assist-for-sales-and-order-management-rn-new-plugins} : The following plugin is new in Zurich: ServiceNow Otto for Sales Automation (sn_som_gen_ai): Packages AI capabilities for Sales Force Automation features in Sales CRM.{#now-assist-for-sales-and-order-management-rn__now-assist-for-sales-and-order-management-rn-new-plugin} ## Additional requirements {#now-assist-for-sales-and-order-management-rn__now-assist-for-sales-and-order-management-rn-additional-reqs} The ServiceNow Otto for Sales Automation application requires the Sales Development AI agents.{#now-assist-for-sales-and-order-management-rn__now-assist-for-sales-and-order-management-rn-additional-reqs-1} ## Related ServiceNow applications and features {#now-assist-for-sales-and-order-management-rn__now-assist-for-sales-and-order-management-rn-related-apps} [AI Admin Hub](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Help improve the productivity and efficiency in your organization, deliver better self-service, recommend actions, provide answers, and empower your users to search more effectively. [Overview tab in AI Admin Hub](https://www.servicenow.com/docs/access?context=configuring-now-assist&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Use the AI Admin Hub console to provide you with quick and effortless access to the important information that you need to set up, configure, and monitor Now Assist applications and features. [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Use this conversational interface in the Customer Service Workspace to summarize a chat, a case, or resolution notes so that you can get the context of this information more quickly. [Generative AI skills](https://www.servicenow.com/docs/access?context=now-assist-skills&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Use the Now Assist products to provide agentic AI skills to meet the needs of users in different workflows, including case or incident summarization, chat summarization, resolution notes generation, and code generation.