--- 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 Customer Engagement Sequences release notes for upgrades from Xanadu to Australia # Combined Customer Engagement Sequences 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) 6 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 Customer Engagement Sequences Release Notes for Upgrades from Xanadu to Australia This consolidated release notes document provides ServiceNow customers with a comprehensive view of all updates, new features, changes, and important upgrade information for Customer Engagement Sequences across multiple releases---from Xanadu through Australia. It is designed to help you prepare for and successfully manage your upgrade process by summarizing relevant enhancements and configuration requirements. Show full answer Show less ## Important Upgrade Guidance * If you configured sequences using the Schedule call activity prior to the Zurich release, note that this activity is now labeled **Schedule call - Deprecated** in Workflow Studio. Existing sequences will continue to function, but click-to-call on the Callback number field will not appear during runtime. * To restore click-to-call functionality, update your Customer Engagement Sequences application to use the new Schedule call activity introduced in later releases. ## Key Features Introduced (Zurich Release) * **Multi-trigger sequences with decision branches:** Configure sequences to start based on multiple conditions across different entities and add decision nodes between stages to dynamically control workflow paths. * **Schedule call activity for telesales workflows:** Automate structured call attempts with delays and outcome-based branching directly from the playbook, enabling optimized telesales engagement. * **Runtime permissions and fine-grained access control:** Enforce detailed role-based access for sequence admins, writers, executors (read-only access), and readers to secure sequence data and tasks. * **Review and share sequences:** Sales operations teams can optimize and disseminate high-performing sequences across territories, promoting best practices. * **No-code sequence configuration:** Admins can design multi-step sequences with predefined activities using an intuitive playbook interface, reducing developer dependency. * **Predefined tasks for agents:** Ensure consistent messaging, personalized outreach, and follow-up discipline to improve engagement effectiveness and reduce manual effort. ## Changes * The **Coral theme** became the default for new portal, web, and mobile experiences with Next Experience or Core UI enabled, offering a fresh, brand-neutral design and a dark theme option to enhance usability and accessibility. ## Activation Information Customer Engagement Sequences must be installed by requesting it from the ServiceNow Store. This applies for Zurich and Australia releases. Visit the ServiceNow Store to view available apps and submit installation requests. For cumulative release notes and version history, consult the ServiceNow Store version history release notes. ## Accessibility and Localization The Coral theme's dark mode option supports improved readability and reduced eye strain for web and mobile users. There are no additional localization or accessibility updates beyond those noted. ## Practical Benefits for ServiceNow Customers * Modernize your customer engagement workflows by leveraging multi-trigger sequences and decision branching to tailor interactions dynamically. * Improve telesales productivity with automated, repeatable call scheduling and outcome-based task flows. * Strengthen security and governance with granular role-based access control over sequences and tasks. * Empower admins to configure and optimize sequences without needing developer resources, accelerating deployment and iteration. * Enhance agent effectiveness and consistency with predefined, personalized activities that drive better engagement outcomes. * Adopt a modern user interface with improved theme options that enhance user experience and accessibility. By following the upgrade guidance and leveraging these new capabilities, your organization can automate and personalize customer journeys more effectively, resulting in higher engagement rates and streamlined telesales operations. Consolidated page of all release notes for Customer Engagement Sequences from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Engagement Sequences 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 Customer Engagement Sequences to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customerengagementsequences-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 | Upgrade information : If you configured sequences with the Schedule call activity on a release before Zurich, the activity is now labeled Schedule call - Deprecated in the activity picker in Workflow Studio. Existing sequences continue to work, but the Call icon doesn't appear on the Callback number field on the Sequence Steps page during runtime. To enable the click-to-call capability, update the Customer Engagement Sequences application to use the new Schedule call activity. | [ ] ## New features Between your current release family and Australia, new features were introduced for Customer Engagement Sequences. {#dfrn3-customerengagementsequences-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Multi-trigger sequences with decision branches for stages](https://www.servicenow.com/docs/access?context=define-trigger-conditions&family=zurich&ft:locale=en-US) : Configure the sequences playbook to start based on multiple conditions across entities, eliminating the need for separate sequences for similar workflows. Add a decision node between stages to determine which stage to run next, based on the outcome of the previous stage. [Schedule call activity for telesales workflows](https://www.servicenow.com/docs/access?context=add-schedule-call-activity&family=zurich&ft:locale=en-US) : Design sequences with the new Scheduled call activity to automate structured call attempts, including delays and outcome-based branching, directly from the playbook interface. This helps agents follow a repeatable, optimized process for engaging prospects or customers in telesales workflows. [Runtime permissions and fine-grained access control](https://www.servicenow.com/docs/access?context=configure-runtime-permission-sequence-playbooks&family=zurich&ft:locale=en-US) : Enforce runtime permissions to control access to sequence records such as sequence tasks and steps. [Granular role framework](https://www.servicenow.com/docs/access?context=components-installed-customer-engagement-sequences&family=zurich&ft:locale=en-US) : Assign role-based access for sequence admins, writers, executors, and readers. Sequence admins have full control, writers manage their own sequences, executors (formerly viewers) have read-only access to sequences and sequence task records, and readers view sequence records. For more information, see [Compatibility information](https://www.servicenow.com/docs/access?context=compatibility-matrix-upgrade-info&family=zurich&ft:locale=en-US). [Review sequences](https://www.servicenow.com/docs/access?context=view-sequence-design-time&family=zurich&ft:locale=en-US)View sequences : Enable the sales operations teams to optimize and share the high-performing sequences across territories to promote best practices across the organization. [No-code interface for admins to configure sequences](https://www.servicenow.com/docs/access?context=configuring-customer-engagement-sequences&family=zurich&ft:locale=en-US) : Configuring multi-step sequences that define specific activities using a no-code playbook experience reduces dependency on developers. [Sequence tasks with predefined activities for agents](https://www.servicenow.com/docs/access?context=execute-sequence-steps&family=zurich&ft:locale=en-US) : Predefined activities provide the following advantages to your agents: * Ensure consistent messaging and effective objection handling using clearly defined steps that dynamically adapt to customer responses. * Follow a repeatable, optimized process for engaging prospects or customers. * Avoid communications from sounding generic and improve engagement rates by customizing a prospect's name, company, and other details. * Reduce the chance of missing a follow-up, promoting consistency in outreach and reduction in manual effort. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Customer Engagement Sequences features. {#dfrn3-customerengagementsequences-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Customer Engagement Sequences features or functionality were removed. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences features or functionality were deprecated. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences. {#dfrn3-customerengagementsequences-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : Install Customer Engagement Sequences by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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=zurich&ft:locale=en-US). Important: Customer Engagement Sequences is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Customer Engagement Sequences by requesting it 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: Customer Engagement Sequences is 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 Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences, such as specific requirements or compliance levels. {#dfrn3-customerengagementsequences-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | * Design sequences to initiate workflows from multiple record-based events, with outcome-based decision nodes between stages, and runtime permissions. * Control access to various features and capabilities using the new granular roles. * Enable click-to-call for agents by configuring the Schedule Call activity and integrating with platforms such as Amazon Connect. * Automate and personalize customer journeys with a no-code playbook interface and guided task flows. * Drive high-impact telesales scenarios such as product surveys, lead qualification, and proactive engagement campaigns. See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=zurich&ft:locale=en-US) for more information. | | Australia | * Enable click-to-call for agents using the new Schedule call activity that supports runtime outbound calling from sequence tasks. See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=australia&ft:locale=en-US) for more information. | [ ]