ServiceNow Otto for Sales Automation release notes
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Summary of ServiceNow Otto for Sales Automation release notes
ServiceNow Otto for Sales Automation, introduced in the Yokohama release, integrates AI capabilities into Sales Customer Relationship Management (Sales CRM) to enhance sales and order processes. This application leverages platform AI to provide insights and automation, enabling faster, smarter sales operations.
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Key Features
- Agentic Workflows: The Yokohama Patch 11 introduces agentic workflows, specifically the "Help nurture new leads" workflow, which collaborates with multiple AI agents to manage lead lifecycles autonomously or with supervision. These AI agents support tasks such as initial outreach, email intent classification and routing, appointment scheduling, and handling lead disinterest.
- AI Agents Included: The workflow utilizes several AI agents including Lead Outreach AI Agent, Inbound Email AI Agent, Appointment Management AI Agent, and Lead Disinterest AI Agent.
- Now Assist Usage Measurement: Starting with Yokohama Patch 5, usage measurement for Now Assist transitioned from a 365-day look-back to a 365-day burn-down model, resetting at the contract anniversary date. From Patch 11, certain Now Assist skills are automatically enabled by default for new installations and previously unconfigured skills during upgrades.
- Access Control Configuration: Administrators can configure access control lists (ACLs) in AI Agent Studio to define who can discover and trigger AI agents and agentic workflows. This includes specifying whether these entities act as dynamic users or AI users and their availability to authenticated users or the public.
- Activation: Now Assist features require activation of the
com.sn.now.platformplugin.
Related Applications and Features
- Now Assist: Enhances organizational productivity by delivering AI-driven self-service, action recommendations, and improved search capabilities.
- AI Admin Hub Console: Provides centralized access for setup, configuration, and monitoring of Now Assist applications.
- Now Assist Panel: A conversational interface within the Customer Service Management Configurable Workspace that summarizes chats, cases, or resolution notes for quicker context understanding.
- Now Assist Skills: Offers agentic AI skills tailored to workflows such as case summarization, chat summarization, resolution notes generation, and code generation.
Practical Benefits for ServiceNow Customers
By adopting ServiceNow Otto for Sales Automation, customers can automate and optimize their sales lead management processes using AI-driven workflows and agents. This leads to more efficient lead nurturing, better email handling, improved appointment scheduling, and overall enhanced sales productivity. The automated activation and configuration improvements simplify deployment and management of AI capabilities, while ACL configurations ensure secure and controlled use of AI agents within your organization.
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 Yokohama release.
ServiceNow Otto for Sales Automation 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
- ServiceNow Otto for Sales Automation application packages ServiceNow® platform AI capabilities to deliver AI-powered insights and automation to drive faster, smarter sales and order processes.
See ServiceNow Otto for Sales Automation for more information.
ServiceNow Otto for Sales Automation features
- Yokohama Patch 11Use agentic workflows in ServiceNow Otto for Sales Automation
- 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.