Sales Customer Relationship Management release notes

  • Release version: Zurich
  • Updated July 28, 2026
  • 1 minute to read

    • ServiceNow® Sales Customer Relationship Management is a set of new and updated applications and features in the Zurich release. These applications enable you to manage the product sales life cycle in your organization, including leads, pre-sales opportunities, sales quote generation, order capture, order fulfillment, and post-sales order changes and renewals.

    Zurich Patch 12

    ServiceNow Otto is the new AI experience brand. This change is reflected in the name of the following ServiceNow products. Your product entitlements remain unchanged. There is no change to functionality or existing customer configurations. Check your entitlements to determine your access to specific features.
    Existing name New name
    Now Assist for Sales Force Automation (SFA) ServiceNow Otto for Sales Automation
    Now Assist for Configure, Price, Quote (CPQ) ServiceNow Otto for Configure, Price, Quote (CPQ)
    Now Assist for Order Management ServiceNow Otto for Order Management

    Zurich Patch 9

    Sales and Order Management (SOM) is now known as Sales Customer Relationship Management (Sales CRM) to align with the updated product taxonomy. There is no change to functionality or existing customer configurations.

    Note:
    Sales Customer Relationship Management includes workflows for Customer Lifecycle Operations (Customer Life Cycle Management) and Customer Contracts and Entitlements. For details on these features in the Zurich release, see the following Customer Service Management (CSM) release notes.

    Also, agents can use the Case Management for Order Operations application to display order cases and order case line items in CSM Configurable Workspace. The Case lines and workflows application provide the ability to reference multiple order line items on a case record.