--- 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 ServiceNow Otto for Retail Service Management (RSM) release notes for upgrades from Xanadu to Australia # Combined ServiceNow Otto for Retail Service Management (RSM) 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) 4 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 ServiceNow Otto for Retail Service Management (RSM) Release Notes for Upgrades from Xanadu to Australia This consolidated release notes document provides ServiceNow customers with a comprehensive summary of updates, new features, changes, deprecations, activation details, and other relevant information for ServiceNow Otto for Retail Service Management (RSM) across releases from Xanadu through Australia. It is designed to assist customers in preparing for upgrades by highlighting important upgrade tasks and product evolution over multiple release families. Show full answer Show less ## Key Features and Enhancements * **Store Inquiry AI Agent (Zurich Patch 4):** Introduced an AI-powered assistant to help retail store support agents efficiently manage cases. Capabilities include: * Updating case details such as resolution info and work notes * Fetching similar past cases to aid in resolution * Retrieving metadata to create selectable links to related cases or documents * Accessing current case details including short descriptions * **Store Inquiry AI Agent Enhancements (Zurich Patch 4):** Enabled agents to search multiple knowledge sources to produce clear, traceable responses, flag uncertain cases for human review, and improve over time with every resolved query. This integrates smoothly into headquarters workflows with tailored suggestions. * **Now Assist Usage Measurement Update (Zurich Patch 5 and Australia Early Access):** Transitioned AI usage measurement from a 365-day look-back model to a 365-day burn-down model that resets on the contract anniversary date, improving usage tracking accuracy and alignment with contractual terms. ## Changes and Upgrade Considerations * No updates or changes were noted for the Xanadu, Yokohama, or Australia release families aside from those mentioned for Zurich. * There were no removals or deprecations of features across these release families. * Activation of ServiceNow Otto for RSM requires enabling the `com.sn.now.platform` plugin. The product is available through the ServiceNow Store. * No additional browser, localization, accessibility, or highlight considerations were introduced or changed during these releases. ## Practical Implications for Customers ServiceNow customers upgrading to Australia from Xanadu should focus on leveraging the advanced store inquiry AI agent capabilities introduced in Zurich patches to improve retail case management efficiency. The updated AI usage measurement model may also affect reporting and contract management. Activation requires appropriate plugin enablement, with no additional platform or browser requirements. Overall, the upgrade path is streamlined with minimal changes aside from the AI enhancements, enabling customers to adopt new intelligent support tools while maintaining existing workflows. Consolidated page of all release notes for ServiceNow Otto for Retail Service Management (RSM) from Xanadu to Australia. ## 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 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 ServiceNow Otto for Retail Service Management (RSM) to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM). {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) [Store inquiry AI agent](https://www.servicenow.com/docs/access?context=agentic-workflows-now-assist-retail&family=zurich&ft:locale=en-US) : The store inquiry AI agent is an intelligent assistant designed to support retail store support agents in efficiently managing and resolving cases. New tools or scripts have been added to support store inquiry case management, including: * Updating case details: Modifying the current information about a case, such as adding resolution information or updating work notes. * Fetching similar cases: Retrieving past cases that have similar descriptions to the current case. * Retrieving metadata for selectable links: Gathering information about a source (like a case or document) to create a selectable link to it. * Get case details: Retrieving the current information about a case, such as its short description. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Retail Service Management (RSM) features. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for Retail Service Management (RSM) features or functionality were removed. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM) features or functionality were deprecated. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM). {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__52} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : 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](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for RSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 | 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. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__102} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * 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. | | Australia | No updates for this release. | [ ]