Combined ServiceNow Otto for Retail Service Management (RSM) release notes for upgrades from Xanadu to Zurich

  • Release version: Zurich
  • Updated August 12, 2026
  • 3 minutes to read

    • Consolidated page of all release notes for ServiceNow Otto for Retail Service Management (RSM) from Xanadu to Zurich.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Retail Service Management (RSM) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich.

    Tip:
    If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

    Important information for upgrading ServiceNow Otto for Retail Service Management (RSM) to Zurich

    Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    New features

    Between your current release family and Zurich, new features were introduced for ServiceNow Otto for Retail Service Management (RSM).

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    Zurich Patch 4

    Changes

    Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Retail Service Management (RSM) features.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich
    Zurich Patch 5
    Changes to Now Assist usage measurement
    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.

    Removed

    Between your current release family and Zurich, some ServiceNow Otto for Retail Service Management (RSM) features or functionality were removed.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Deprecations

    Between your current release family and Zurich, some ServiceNow Otto for Retail Service Management (RSM) features or functionality were deprecated.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Activation information

    Review information on how to activate ServiceNow Otto for Retail Service Management (RSM).

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    The ServiceNow Otto for RSM plugin is available with activation of com.sn.now.platform plugin. For more information, see Install plugins for ServiceNow Otto.

    Additional requirements

    If any additional requirements were introduced or changed for ServiceNow Otto for Retail Service Management (RSM) we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for ServiceNow Otto for Retail Service Management (RSM) we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for ServiceNow Otto for Retail Service Management (RSM), such as specific requirements or compliance levels.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for ServiceNow Otto for Retail Service Management (RSM) we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for ServiceNow Otto for Retail Service Management (RSM) we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich
    Zurich Patch 5
    • Review changes to Now Assist usage measurement.
    Zurich Patch 4
    • Enable retail store support agents to use the store inquiry Al agent to:
      • Search multiple knowledge sources to generate clear, traceable responses and flag uncertain cases for human review.
      • Improve with every resolved query and seamlessly fit into HQ workflows with tailored suggestions.