--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-xanadu-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3ax bundleId : - delta3ax --- # Combined Activity Management release notes for upgrades from Xanadu to Australia # Combined Activity Management release notes for upgrades from Xanadu to Australia {#ariaid-title1} Release version: Australia Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Activity Management release notes for upgrades from Xanadu to Australia This consolidated release notes document provides ServiceNow customers with a comprehensive view of Activity Management updates from the Xanadu to Australia releases. It highlights new features, changes, activation guidance, and important upgrade considerations specific to Activity Management within the ServiceNow CRM ecosystem. The notes emphasize preparing for Australia upgrades by detailing pre- and post-upgrade tasks and summarizing enhancements that enable better sales activity tracking and customer engagement management. Show full answer Show less ## New Features in Australia Release * **Responsibility-based Access Roles for Touchpoints:** Enables granular record-level access control for CRM Touchpoints, allowing administrators to restrict sales territory and opportunity team members' visibility to only those touchpoints they are responsible for, enhancing data security and relevance. * **AI Sales Activity Association:** Automatically associates inbound sales emails with the appropriate lead, opportunity, account, or contact using AI-driven intent detection and semantic matching, streamlining email linkage to CRM records and improving sales workflow efficiency. * **Automatic Record Matching for Email Threads:** Once an email in a thread is associated with a CRM record, subsequent emails from the same thread can be linked automatically, simplifying email capture while maintaining user control. * **Centralized Customer Communications:** Makes email interactions visible to relevant account, lead, or opportunity teams by associating emails with CRM records instead of isolating emails in personal inboxes. * **Touchpoints on CRM Entities:** Supports capturing and tracking diverse engagement activities (email, calls, meetings, social interactions) linked to leads, opportunities, accounts, and contacts to maintain a full engagement history. * **Custom Touchpoint Types:** Allows creation of organization-specific touchpoint categories beyond default types, aligning with unique engagement processes. * **Activity Capture and Tracking:** Aggregates emails, calls, meetings, and tasks within touchpoints to provide leadership visibility into sales activity volume and channel usage per representative. * **Email Association from Outlook:** Facilitates manual email association to CRM records directly from Microsoft Outlook, preserving engagement context without leaving the email client. * **Create Leads and Contacts from Email:** Enables creation of new lead or contact records from emails without existing matches, automatically attaching the originating email to retain communication history. ## Changes in Australia Release * **Correct Identification of Sent Emails:** Sent emails linked via the CRM Outlook add-in now correctly show as sent in the CRM activity history, improving record accuracy. * **Tab Visibility Based on Write Permissions:** The add-in displays Accounts, Contacts, Leads, and Opportunities tabs according to user write permissions rather than fixed roles, enhancing security and user interface relevance. * **Session Timeout Recovery:** After session timeout, users are redirected to the add-in home page post re-authentication, improving usability. * **Pre-applied Filters on Entity Tabs:** Filters in the CRM Outlook add-in help users quickly find relevant CRM records when associating emails, focusing on sender or recipient details. * **Account and Contact Field Auto-population:** Touchpoint creation is streamlined by auto-filling Account and Contact fields based on the associated entity, reducing manual data entry and ensuring data consistency. ## Activation and Additional Information * **Activation:** Activity Management features such as the CRM Outlook Add-in and CRM Touchpoints must be requested and installed via the ServiceNow Store. * **Accessibility Improvements:** Enhanced screen reader support in the CRM Outlook Add-in improves usability for users relying on assistive technologies by announcing key record details on cards. * **No Deprecated or Removed Features:** The Australia release does not remove or deprecate any Activity Management features. * **Browser and Localization:** No changes were made to browser requirements or localization considerations in this release. ## Key Outcomes for ServiceNow Customers * Gain enhanced control over user access to sensitive sales activity data through responsibility-based roles. * Improve sales efficiency by automating the association of emails to CRM records with AI and thread matching capabilities. * Centralize and make customer communication visible across teams, enabling better collaboration and engagement tracking. * Streamline data entry and touchpoint management with auto-population and custom touchpoint types tailored to specific business processes. * Enhance user experience in the CRM Outlook add-in with improved session handling, filtered views, and accessibility features. * Activate these capabilities easily through the ServiceNow Store to leverage the latest Activity Management innovations. Consolidated page of all release notes for Activity Management from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Activity Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia. 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 Activity Management to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-activitymanagement-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## New features Between your current release family and Australia, new features were introduced for Activity Management. {#dfrn3-activitymanagement-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | [Responsibility-based access roles for touchpoints](https://www.servicenow.com/docs/access?context=responsibility-based-access-crm-touchpoints&family=australia&ft:locale=en-US) : Enable record-level access to touchpoints through the responsibility framework. The new CRM Touchpoints responsibility read granular and CRM Touchpoints responsibility write granular roles enables admins to configure and limit sales territory members and opportunity team members to the touchpoints on the leads, opportunities, and accounts they are responsible for, rather than the blanket access provided by the touchpoint reader and writer roles. [AI sales activity association](https://www.servicenow.com/docs/access?context=explore-ai-sales-activity-association&family=australia&ft:locale=en-US) : Automatically associate inbound sales emails with the correct lead, opportunity, account, or contact using AI-based intent detection and semantic matching. When the agent identifies a confident match, it auto-associates the email to the CRM record so sales representatives see emails already linked in the record's Activity stream. [Automatic record matching for emails in a thread](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Skip the record lookup when associating emails from the email thread. After you associate an email from a thread with a CRM entity, the add-in links any other email you select from the thread to the same CRM record. You stay in control of which emails are captured in the CRM by selecting an email and launching the ServiceNow CRM for Outlook Add-in. [Centralize customer communications for the entire team](https://www.servicenow.com/docs/access?context=view-associated-emails-crm&family=australia&ft:locale=en-US) : Make email‑based customer interactions visible to account, lead, or opportunity teams by associating emails with the ServiceNow CRM records instead of them being isolated in your personal inbox. [Touchpoints on CRM entities](https://www.servicenow.com/docs/access?context=create-crm-touchpoint&family=australia&ft:locale=en-US) : Capture and track engagement activities for prospects and customers across communication channels such as email, phone, virtual meeting, in-person meetings, and social interactions by creating touchpoint records. Associate touchpoints with leads, opportunities, accounts, and contacts to maintain a complete engagement history. [Custom touchpoint types](https://www.servicenow.com/docs/access?context=create-custom-touchpoint-types&family=australia&ft:locale=en-US) : Define custom touchpoint types in addition to the default types of discovery, demo, and customer business review (CBR), and so on to match your organization's specific engagement processes. [Activity capture and tracking](https://www.servicenow.com/docs/access?context=using-activity-management&family=australia&ft:locale=en-US) : Capture emails, calls, meetings, and tasks within touchpoints such as discovery, demo, business value assessment, or CBRs in a single system of record. Track metrics such as primary channel and time spent for every interaction, providing leadership with visibility into the activity volume per sales representative. [Associate emails with CRM entities](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Associate customer emails to the correct ServiceNow CRM record without leaving Microsoft Outlook. Manually search and associate emails with leads, opportunities, accounts, or contacts, so that engagement context is captured immediately and remains available for future correspondence and follow‑up. [Create leads and contacts from email](https://www.servicenow.com/docs/access?context=create-crm-entity-outlook&family=australia&ft:locale=en-US) : Create a lead or contact directly from an email when no matching CRM record exists, and automatically attach the originating email to the newly created record to preserve engagement history. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Activity Management features. {#dfrn3-activitymanagement-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | [Correct identification of sent emails](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Distinguish sent emails from received emails in your CRM activity history. Sent emails associated through the ServiceNow CRM for Outlook add-in now appear correctly classified as sent in the associated record's Emails tab. Previously, all emails associated through the add-in classified as received in the CRM workspace. When you create a new lead or contact from a sent email, the form now pre-populates with the recipient's details instead of your own. [Tab visibility follows write permissions](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Show the Accounts, Contacts, Leads, and Opportunities tabs in the ServiceNow CRM for Outlook add-in based on a user's write permission for the underlying entity table rather than fixed role assignment. [Session timeout recovery](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Return to the ServiceNow CRM for Outlook add-in home page after re-authenticating when your session times out. The add-in opens its own sign-in form and brings you back to the home page on successful authentication, instead of redirecting you to the ServiceNow platform home page as in previous releases. [Pre-applied filters on entity tabs](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Find relevant CRM records faster when associating an email. Each entity tab in the ServiceNow CRM for Outlook add-in pre-applies filters based on the email's sender or recipient name and domain, so you see only the records most likely to match instead of every record in the table. [Account and Contact field auto-population](https://www.servicenow.com/docs/access?context=create-crm-touchpoint&family=australia&ft:locale=en-US) : Reduce manual data entry when creating touchpoints by automatically populating the Account and Contact fields when you select an Associated Entity and Associated Record of type Contact, Account, Lead, or Opportunity. Associated Entity and Associated Record fields become read-only after the touchpoint record is created. | [ ] ## Removed Between your current release family and Australia, some Activity Management features or functionality were removed. {#dfrn3-activitymanagement-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Deprecations Between your current release family and Australia, some Activity Management features or functionality were deprecated. {#dfrn3-activitymanagement-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Activation information Review information on how to activate Activity Management. {#dfrn3-activitymanagement-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | Activation information : Install CRM Outlook Add-in and CRM Touchpoints by requesting them from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Important: Activity Management applications are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Activity Management we have noted them here. {#dfrn3-activitymanagement-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Activity Management we have noted them here. {#dfrn3-activitymanagement-summary__entry__72} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Activity Management, such as specific requirements or compliance levels. {#dfrn3-activitymanagement-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | Accessibility information : The CRM Outlook Add-in includes screen reader improvements for card views in this release. On the Accounts, Contacts, Leads, and Opportunities tabs, each card announces its primary record details such as the contact name and key fields instead of a generic card-button label, so users on assistive technology can identify records without opening each card. | [ ] ## Localization information If there are specific localization considerations for Activity Management we have noted them here. {#dfrn3-activitymanagement-summary__entry__92} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Activity Management we have noted them here. {#dfrn3-activitymanagement-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | * Enable email activity capture into ServiceNow Customer Relationship Management (CRM) software using the CRM Outlook Add-in. * Define, plan, capture, and track customer interactions such as discovery calls, demos, and customer business reviews (CBRs) across different channels such as emails, calls, meetings, and more. * Manage tasks and appointments for leads, opportunities, and more directly from a touchpoint record, in addition to opportunity. * Automatically associate inbound sales emails with the correct CRM record using AI-based intent detection and semantic matching. See [Activity Management](https://www.servicenow.com/docs/access?context=explore-activity-management&family=australia&ft:locale=en-US) for more information. | [ ]