Now Assist for Sales Force Automation (SFA) release notes

  • Release version: Yokohama
  • Updated April 2, 2025
  • 3 minutes to read
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    Summary of Now Assist for Sales Force Automation (SFA) release notes

    TheNow Assist for Sales Force Automation (SFA)application, introduced in the Yokohama release, integrates ServiceNow® platform AI capabilities into Sales Customer Relationship Management. It delivers AI-powered insights and automations designed to accelerate and enhance sales and order processes.

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    Key Features

    • Agentic Workflows for Lead Management: The Yokohama Patch 11 introduces the “Help nurture new leads” agentic workflow, which employs a team of AI agents to support sales agents in managing lead lifecycles. This workflow can operate independently or under supervision.
    • AI Agents Included: The workflow utilizes several AI agents:
      • Lead outreach AI agent – sends initial and follow-up emails
      • Inbound email AI agent – retrieves and classifies emails, routing them appropriately
      • Appointment management AI agent – schedules or manages appointments based on sales agent availability
      • Lead disinterest AI agent – manages leads who opt out or show disinterest
    • Usage Measurement Update: Starting with Yokohama Patch 5, usage measurement switched from a 365-day look-back model to a 365-day burn-down model, resetting at the contract anniversary date.
    • Default Skill Activation: New customers automatically have designated Now Assist skills turned on upon installation. Existing customers upgrading to Yokohama Patch 11 automatically enable any previously unconfigured skills, while manually deactivated skills remain off.
    • Access Control Configuration: Administrators can configure ACLs in AI Agent Studio to control who can discover and trigger AI agents and workflows. They can specify AI agents’ behavior (as dynamic or AI users) and define their availability (to authenticated users or publicly).
    • Activation: Now Assist features require activation of the com.sn.now.platform plugin.

    Related ServiceNow Applications and Features

    • Now Assist: Improves productivity and efficiency by enabling better self-service, recommending actions, providing answers, and enhancing search capabilities across the organization.
    • Now Assist Admin Console: Provides quick access to setup, configure, and monitor Now Assist applications and features.
    • Now Assist Panel: A conversational interface within the CSM Configurable Workspace that summarizes chats, cases, or resolution notes to provide faster context.
    • Now Assist Skills: Offer agentic AI capabilities tailored for various workflows like case or incident summarization, chat summarization, resolution notes generation, and code generation.

    Practical Benefits for ServiceNow Customers

    By adopting Now Assist for SFA, customers can expect to streamline lead management through AI-driven workflows, improve sales agent efficiency, and gain insightful automation support. The update to usage measurement and skill activation simplifies administration and ensures that AI capabilities are effectively deployed. Proper configuration of access controls guarantees secure and appropriate use of AI agents and workflows within your organization.

    The ServiceNow® Now Assist for SFA application brings platform AI capabilities to Sales Customer Relationship Management. Now Assist for SFA is a new application in the Yokohama release.

    Now Assist for SFA highlights for the Yokohama release

    Yokohama Patch 11
    • Review changes to Now Assist usage measurement.
    • Some Now Assist skills, agents, and agentic workflows are on by default.
    • Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
    Previous Patch releases
    • Now Assist for Sales Force Automation (SFA) application packages ServiceNow® platform AI capabilities to deliver AI-powered insights and automation to drive faster, smarter sales and order processes.

    See Now Assist for Sales Force Automation (SFA) for more information.

    Now Assist for SFA features

    Yokohama Patch 11Use agentic workflows in Now Assist for Sales Force Automation (SFA)
    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.
    Table 1. Available workflows for lead management AI agents for the AI agent collection
    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.
    • Lead outreach AI agent
    • Inbound email AI agent
    • Appointment management AI agent
    • Lead disinterest AI agent

    Changed in this release

    Yokohama Patch 11
    Changes to Now Assist usage measurement
    Starting with Yokohama Patch 5, Now Assist 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: Now Assist Usage - Overview & New Measurement Logic.
    Some Now Assist skills are turned on by default
    The new default behavior works as follows:
    • New customers: When you install a Now Assist product, designated skills are turned on automatically.
    • Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
    Configure ACLs for AI agents and agentic workflows
    Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.

    Activation information

    Now Assist features are available with activation of com.sn.now.platform plugin. For more information, see Install Now Assist plugins.

    Related ServiceNow applications and features

    Now Assist
    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.
    Now Assist Admin console
    Use the Now Assist Admin 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.
    Now Assist panel
    Use this conversational interface in the CSM Configurable Workspace to summarize a chat, a case, or resolution notes so that you can get the context of this information more quickly.
    Now Assist skills
    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.