--- 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 Telecommunications, Media, and Technology (TMT) release notes for upgrades from Xanadu to Australia # Combined ServiceNow Otto for Telecommunications, Media, and Technology (TMT) 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) 17 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 Telecommunications, Media, and Technology (TMT) Release Notes for Upgrades from Xanadu to Australia This consolidated release notes document covers the key updates, new features, changes, and activation information for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) from the Xanadu release through to Australia. It is designed to help ServiceNow customers prepare for and understand the enhancements available when upgrading to the Australia release. The document includes notes from intermediate releases (Yokohama, Zurich) and highlights important considerations for upgrade preparation and post-upgrade tasks. Show full answer Show less ## Key Features * **AI-Driven Customer Issue Resolution and Case Summarization:** Across releases, AI agents and agentic workflows enable autonomous troubleshooting, diagnosis, and resolution of telecom service issues. Features include service problem case summarization, resolution notes generation, test summarization, and knowledge article creation to save agent time and improve accuracy. * **Engagement and Risk Health Monitoring:** Monitor engagement health scores, generate trend charts, detect risk signals, and recommend success plays based on analytics. These capabilities help proactively manage customer engagements and mitigate risks. * **Voice Quality and Network Incident Management:** Integration with RADCOM supports collecting voice quality issue details, opening service tickets, and generating resolution plans. AI agents analyze network incidents and historic data for effective incident resolution. * **Customer Success and Renewal Management:** Automated assessment of account health, product adoption, and renewal readiness using AI insights. Features include scheduling and managing customer success meetings, generating success summaries, and supporting expansion conversations. * **Agentic AI and Dynamic Configuration:** Use agentic AI to assist with consumer onboarding, error handling, and dynamic prompt configuration for context-driven case summaries. Access control lists (ACLs) can be configured to control AI agent availability and security roles. * **Australia-Specific Enhancements:** Introduction of auto-onboarding workflows, squad resource identification to recommend internal experts, automated product release email communications, risk signal and solution synchronization, and generative AI for product adoption roadmaps. Customer 360 AI insights analyze multi-channel data with sentiment analysis for faster issue resolution. * **User Experience Updates:** The Coral theme is now the default for new portal, web, and mobile experiences, offering a fresh, brand-neutral UI with optional dark mode. ## Key Changes and Considerations * **Now Assist Usage Measurement:** Transition from a 365-day look-back to a 365-day burn-down model, resetting at the contract anniversary date, affecting AI usage reporting and licensing. * **Role and Security Configuration:** Additional role assignments are required to enable agentic workflows and AI agents to function properly, ensuring controlled access based on user roles. * **Activation:** Now Assist features require activation of the ServiceNow Otto for TMT plugin, which is available on the ServiceNow Store. Proper plugin installation is necessary to enable AI and automation features. * **No Removals or Deprecations:** No features or functionalities were removed or deprecated between Xanadu and Australia releases. * **Licensing:** A Proactive Service Experience Workflows Pro Plus or Enterprise Plus license is required for ServiceNow Otto for TMT. ## Practical Benefits for ServiceNow Customers * Accelerate customer issue resolution through AI-powered automation and case summarization, reducing manual effort and improving service quality. * Gain proactive visibility into engagement health and risk factors, enabling faster intervention and improved customer success outcomes. * Streamline onboarding, renewal, and expansion processes with AI-driven insights and automated workflows, enhancing operational efficiency. * Improve collaboration and expert identification with squad resource identifiers tailored to skills, region, and availability. * Enhance customer communications with automated product release emails ensuring consistent messaging across stakeholders. * Leverage sentiment analysis and comprehensive data insights for faster, more informed decision-making in customer interactions and dispute resolutions. * Benefit from a modernized user interface experience with the new Coral theme, supporting better usability and engagement. Consolidated page of all release notes for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) 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 Telecommunications, Media, and Technology (TMT) 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 Telecommunications, Media, and Technology (TMT) to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-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 Telecommunications, Media, and Technology (TMT). {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__12} | Release | Release notes | |-|-| | Xanadu | **Xanadu Patch 9** [Monitor engagement health](https://www.servicenow.com/docs/access?context=now-assist-tmt-resolve-risk&family=xanadu&ft:locale=en-US) : Monitor the health score of all engagements, create trend charts, and generate risk signals when a decline is detected. [Analyze risk signals and recommend solutions](https://www.servicenow.com/docs/access?context=now-assist-tmt-monitor-health&family=xanadu&ft:locale=en-US) : Retrieve unaddressed risk signals and identify appropriate success plays based on a back-end decision table. **Xanadu Patch 7** [Using Telecommunications, Media, and Technology AI agent collection](https://www.servicenow.com/docs/access?context=using-aiagents-usecases&family=xanadu&ft:locale=en-US) : Use ServiceNow Otto for TMT AI agents to troubleshoot and autonomously resolve customer issues.{#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__16} | AI agent use case | Description | |-|-| | Test and repair telecom service issues | Use AI agents to handle task requests that require troubleshooting, diagnosis, and resolution of a case task. | [Table 1. Available AI agents use case] **Xanadu Patch 1** [Service Problem Case summarization skill](https://www.servicenow.com/docs/access?context=now-assist-case-summary&family=xanadu&ft:locale=en-US) : Designed to save agents time by condensing the service problem case record to a short summary. [Resolution notes generation skill](https://www.servicenow.com/docs/access?context=now-assist-rn-summarization&family=xanadu&ft:locale=en-US) : Enable your agents to generate the resolution information for a service problem case, propose the resolution to the customer, and add the information to the service problem case record through the resolution summarization skill. [Test summarization skill](https://www.servicenow.com/docs/access?context=now-assist-tmt-exploring&family=xanadu&ft:locale=en-US) : Identify the root cause of a problem diagnosed during the test run by generating a clear and concise root-cause analysis of the service issue through the test summarization skill. [Now Assist Panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=xanadu&ft:locale=en-US) : Enable your agents to access Now Assist skills in a panel available on CSM/FSM Configurable Workspace. Now Assist is aware of context, so it can summarize the currently viewed record or conversation, or you can specify a case number. [Now Assist Admin console](https://www.servicenow.com/docs/access?context=configuring-now-assist&family=xanadu&ft:locale=en-US) : Activate and configure capabilities and individual skills on the AI Admin Hub console. For example, you can designate which roles have access to a skill, or whether the skill is available in CSM/FSM Configurable Workspace, the Now Assist panel, or both. [Add conditions to skill availability](https://www.servicenow.com/docs/access?context=now-assist-tmt-configuring&family=xanadu&ft:locale=en-US) : Determine when the skills for the case and the resolution notes summarization are available by adding conditions to the fields on the service problem case record. [Restrict skill availability by user role](https://www.servicenow.com/docs/access?context=now-assist-tmt-configuring&family=xanadu&ft:locale=en-US) : Specify the roles that can access the case summarization and resolution notes summarization skills. [Minimum text requirement for case summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-case&family=xanadu&ft:locale=en-US) : Enable the case summarization skill for cases that have the minimum amount of information in the case activity stream. | | Yokohama | [Address voice quality issues](https://www.servicenow.com/docs/access?context=now-assist-customer-voice&family=yokohama&ft:locale=en-US) : Collect customer details about the voice quality issue, open a service ticket with RADCOM (), and generate a resolution plan. [Risk signals and issues summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-risk-signals-issues&family=yokohama&ft:locale=en-US) : Generate summary details including the record and associated risk solutions and risk occurrences for risk signal and issues records. [Help remediate bill issues](https://www.servicenow.com/docs/access?context=billissue-remediation-usecase&family=yokohama&ft:locale=en-US) : Handle billing inquiry case requests, analyze customer invoices, and recommend better plans based on customer usage patterns. [Analyze network incidents](https://www.servicenow.com/docs/access?context=network-incident-analysis-usecase&family=yokohama&ft:locale=en-US) : Identify historic incidents and determine resolution plans. The AI agent also has the capabilities to identify field values, estimate resolution time, and create actionable tasks. [Support renewals and expansion](https://www.servicenow.com/docs/access?context=now-assist-tmt-renewal-analyzer&family=yokohama&ft:locale=en-US) : Streamline customer success management by automatically assessing account health, value realization, and adoption trends. Deliver timely, data-driven insights that guide renewal planning and play recommendations. [Trigger risk mitigation touchpoint](https://www.servicenow.com/docs/access?context=now-assist-tmt-touchpoint-meeting-scheduler&family=yokohama&ft:locale=en-US) : Enable customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. Create and manage meetings based on key details such as invitees, agenda, meeting type, and scheduling preferences. [Success summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-plays&family=yokohama&ft:locale=en-US) : Generate summary details including overview, current status, and open tasks for success initiatives, internal plays, and customer plays. Enhance Zoom meeting summaries by updating key notes, and enabling sentiment tracking. [Analyze metric data trend](https://www.servicenow.com/docs/access?context=now-assist-tmt-analyze-metric-trend&family=yokohama&ft:locale=en-US) : Collect and analyze metric data for engagements, identify patterns, and generate a trend chart. [Service summary generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-knowledge-graph&family=yokohama&ft:locale=en-US) : Generate a service summary for a product inventory. [Knowledge graph schema generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-create-knowledge-graph&family=yokohama&ft:locale=en-US) : Use the Knowledge Graph (KG) to create Knowledge Graph schema. [Customize a summary card for service summary](https://www.servicenow.com/docs/access?context=customize-uib-builder-service-summary&family=yokohama&ft:locale=en-US) : Customize the summary card of the service summary and UI actions according to your needs. [Register consumers using Agentic AI](https://www.servicenow.com/docs/access?context=now-assist-tmt-register-consumer-users-sb&family=yokohama&ft:locale=en-US) : Initiate the consumer registration process using agentic AI to receive step-by-step guidance, including error checks during registration and support for resolving those errors. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) : 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. [Monitor engagement health](https://www.servicenow.com/docs/access?context=now-assist-tmt-resolve-risk&family=yokohama&ft:locale=en-US) : Monitor the health score of all engagements, create trend charts, and generate risk signals when a decline is detected. [Analyze risk signals and recommend solutions](https://www.servicenow.com/docs/access?context=now-assist-tmt-monitor-health&family=yokohama&ft:locale=en-US) : Retrieve unaddressed risk signals and identify appropriate success plays based on a back-end decision table. [Using Telecommunications, Media, and Technology AI agent collection](https://www.servicenow.com/docs/access?context=using-aiagents-usecases&family=yokohama&ft:locale=en-US) : Use ServiceNow Otto for TMT AI agents to troubleshoot and autonomously resolve customer issues.{#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__22} | AI agent agentic workflow | Description | |-|-| | Test and repair telecom service issues | Use AI agents to handle task requests that require troubleshooting, diagnosis, and resolution of a case task. | [Table 2. Available AI agents agentic workflow] [Dynamic prompt configuration](https://www.servicenow.com/docs/access?context=now-assist-tmt-customize&family=yokohama&ft:locale=en-US) : Use the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application to provide concise, context-driven summaries that are specific to each case. Your agents can ensure that critical case details are captured and can provide personalized and informed resolutions. [Enhanced test summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-test&family=yokohama&ft:locale=en-US) : Use AI-generated test summaries that include the metric descriptions and contextual notes from cases. Your agents can focus on high-priority issues and make better informed decisions that enhance the product quality and performance. [Resolution notes generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution&family=yokohama&ft:locale=en-US) : Generate resolution notes and then shorten or elaborate the content by using the Now Assist context menu in the resolution notes field of the case form in both the Core UI and Workspace. [Knowledge article generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-knowledge-article&family=yokohama&ft:locale=en-US) : Select and gather insights and data from multiple similar cases to create an article by using ServiceNow Otto for TMT. Use the Now Assist icon (![Now Assist icon.]()), which is accessible as an inline capability to create and refine Knowledge articles. [Account onboarding case summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-onboard-case&family=yokohama&ft:locale=en-US) : Generate a concise account onboarding case summary that enables your agents to get a quick overview of the case details. [Engagement summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-engagement&family=yokohama&ft:locale=en-US) : Generate a high-level summary with a list of the key items about an engagement. [Touchpoint summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-touchpoint&family=yokohama&ft:locale=en-US) : Generate a quick summary of the various touchpoints in the engagement life cycle. Your agents can get a quick summary of all meetings and emails exchanged between the different stakeholders and any follow-up activities. [Transform mapping assist](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-transform-maps&family=yokohama&ft:locale=en-US) : While using the Service Exchange for a provider's application, use the Transform Mapping Assist feature to generate transform mappings between provider and consumer tables automatically. This skill enables you to streamline the transformation mapping process by reducing errors and improving overall efficiency. | | Zurich | [Address voice quality issues](https://www.servicenow.com/docs/access?context=now-assist-customer-voice&family=zurich&ft:locale=en-US) : Collect customer details about the voice quality issue, open a service ticket with RADCOM (), and generate a resolution plan. [Risk signals and issues summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-risk-signals-issues&family=zurich&ft:locale=en-US) : Generate summary details including the record and associated risk solutions and risk occurrences for risk signal and issues records. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=zurich&ft:locale=en-US) : 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. [Help remediate bill issues](https://www.servicenow.com/docs/access?context=billissue-remediation-usecase&family=zurich&ft:locale=en-US) : Handle billing inquiry case requests, analyze customer invoices, and recommend better plans based on customer usage patterns. [Analyze network incidents](https://www.servicenow.com/docs/access?context=network-incident-analysis-usecase&family=zurich&ft:locale=en-US) : Identify historic incidents and determine resolution plans. The AI agent also has the capabilities to identify field values, estimate resolution time, and create actionable tasks. [Support renewals and expansion](https://www.servicenow.com/docs/access?context=now-assist-tmt-renewal-analyzer&family=zurich&ft:locale=en-US) : Streamline customer success management by automatically assessing account health, value realization, and adoption trends. Deliver timely, data-driven insights that guide renewal planning and play recommendations. [Trigger risk mitigation touchpoint](https://www.servicenow.com/docs/access?context=now-assist-tmt-touchpoint-meeting-scheduler&family=zurich&ft:locale=en-US) : Enable customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. Create and manage meetings based on key details such as invitees, agenda, meeting type, and scheduling preferences. [Success summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-plays&family=zurich&ft:locale=en-US) : Generate summary details including overview, current status, and open tasks for success initiatives, internal plays, and customer plays. Enhance Zoom meeting summaries by updating key notes, and enabling sentiment tracking. [Analyze metric data trend](https://www.servicenow.com/docs/access?context=now-assist-tmt-analyze-metric-trend&family=zurich&ft:locale=en-US) : Collect and analyze metric data for engagements, identify patterns, and generate a trend chart. [Service summary generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-knowledge-graph&family=zurich&ft:locale=en-US) : Generate a service summary for a product inventory. [Knowledge graph schema generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-create-knowledge-graph&family=zurich&ft:locale=en-US) : Use the Knowledge Graph (KG) to create Knowledge Graph schema. [Customize a summary card for service summary](https://www.servicenow.com/docs/access?context=customize-uib-builder-service-summary&family=zurich&ft:locale=en-US) : Customize the summary card of the service summary and UI actions according to your needs. [Register consumers using Agentic AI](https://www.servicenow.com/docs/access?context=now-assist-tmt-register-consumer-users-sb&family=zurich&ft:locale=en-US) : Initiate the consumer registration process using agentic AI to receive step-by-step guidance, including error checks during registration and support for resolving those errors. | | Australia | Auto-onboarding : Reduce onboarding complexity for consumers with automated onboarding. This feature autonomously manages onboarding workflows, establishes secure connections, synchronizes settings, and continuously monitors for errors to help ensure reliable, efficient integrations with minimal manual effort. [Squad resource identifier](https://www.servicenow.com/docs/access?context=now-assist-squad-resource-identifier&family=australia&ft:locale=en-US) : Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, helping to ensure faster and more effective collaboration across engagements. [Product release email communication](https://www.servicenow.com/docs/access?context=now-assist-product-release-email-communication&family=australia&ft:locale=en-US) : Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution. Risk signals and solution synchronization : Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks. Create product adoption roadmaps using Now Assist : Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal conversations and expansion opportunities. Support renewals and expansion : Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine. After receiving assessment reports, create opportunities directly within the renewal playbook. Customer 360 AI insights : Analyze call, chat, billing, and interaction data with Knowledge Graph and Workflow Data Fabric. Provide service and network insights with recommendations on potential customer faults. Deliver task-based insights on recent cases, orders, A2A integration with RADCOM, voice agent interactions, and sentiment analysis related to customer health. [Analyze the sentiment of a service problem case](https://www.servicenow.com/docs/access?context=now-assist-tmt-analyze-sentiment-spc-adr&family=australia&ft:locale=en-US) : Generates the customer's sentiment and the reasoning behind it on the complaint cases. Make informed decisions on complaint cases based on sentiment and link them to the Alternative Dispute Resolution (ADR) case record. [Summarize the linked records](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-linked-record&family=australia&ft:locale=en-US) : Generate a comprehensive summary of the service problem case records that you have linked on the ADR case. [Generate ADR resolution notes](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution-notes-ad&family=australia&ft:locale=en-US) : Enables you to generate resolution for the customer dispute in the ADR case record. You can propose this resolution to the customer and get the customer feedback. [Generate a deadlock letter](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-deadlock-letter&family=australia&ft:locale=en-US) : Generate details of a deadlock letter for an ADR case. If the customer doesn't agree with the ADR case resolution, then you can use this skill to generate the deadlock letter and share with the customer. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Telecommunications, Media, and Technology (TMT) features. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__30} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=yokohama&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some Now Assist skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) : 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. | | 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). [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. 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 ServiceNow Otto for Telecommunications, Media, and Technology (TMT) features or functionality were removed. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__40} | 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 Telecommunications, Media, and Technology (TMT) features or functionality were deprecated. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__50} | 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 Telecommunications, Media, and Technology (TMT). {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__60} | Release | Release notes | |-|-| | Xanadu | Now Assist features are available with activation of the ServiceNow Otto for TMT plugin. For more information, see [Install Now Assist plugins](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Now Assist features are available with activation of the ServiceNow Otto for TMT plugin. For more information, see [Install Now Assist plugins](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=yokohama&ft:locale=en-US). Important: ServiceNow Otto for Telecommunications, Media, and Technology (TMT) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Now Assist features are available with activation of the ServiceNow Otto for TMT 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 Telecommunications, Media, and Technology (TMT) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Now Assist features are available with activation of the ServiceNow Otto for TMT plugin. For more information, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=australia&ft:locale=en-US). Important: ServiceNow Otto for Telecommunications, Media, and Technology (TMT) 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 ServiceNow Otto for Telecommunications, Media, and Technology (TMT) we have noted them here. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__70} | Release | Release notes | |-|-| | Xanadu | The ServiceNow Otto for TMT application requires a Proactive Service Experience Workflows Pro Plus or Enterprise Plus license. | | 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 Telecommunications, Media, and Technology (TMT) we have noted them here. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__80} | 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 Telecommunications, Media, and Technology (TMT), such as specific requirements or compliance levels. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__90} | 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 Telecommunications, Media, and Technology (TMT) we have noted them here. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__100} | 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 Telecommunications, Media, and Technology (TMT) we have noted them here. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__110} | Release | Release notes | |-|-| | Xanadu | Xanadu Patch 9 * Monitor engagement health score and provide a trend analysis. * Monitor risks on a predefined schedule and provide common resolutions. Xanadu Patch 7: Proactively identify service problems, diagnose, test, and resolve customer issues autonomously using ServiceNow Otto for TMT AI agent collection. * Summarize service problem cases, generate resolution notes, and create test summaries for service-related issues by using Generative AI. * Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record. * Restrict the availability of the case summarization and resolution notes generation skills by user role. * Create a template-driven service problem case summarization based on the case state: new, in progress, or resolved. See [ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-spmc&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * 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. * Address voice quality issues and validate tickets with RADCOM. * Summarize the risk signal and issues records along with respective risk solution and occurrence records. Yokohama Patch 6 * Manage and resolve billing inquiry case requests using a team of AI agents. * Analyze network incidents, correlate associated cases, and provide resolutions. * Summarize Knowledge Graph service details, success initiatives, internal plays, customer plays, and Zoom meeting details. * Analyze account health, trigger renewal flows, schedule, and manage touchpoint meetings. * Use agentic AI to quickly create consumer registrations. Yokohama Patch 3 * Monitor engagement health score and provide a trend analysis. * Monitor risks on a predefined schedule and provide common resolutions. Yokohama Patch 1 * Proactively identify service problems, diagnose, test, and resolve customer issues autonomously using the ServiceNow Otto for TMT AI agent collection. Yokohama Early Availability * Summarize onboarding cases, engagements, and touchpoints by using agentic AI. * Enhance test summarization with metric descriptions and contextual notes. * Consolidate the information from multiple similar cases into a Knowledge article. * Dynamically configure prompts for case summarization. * Automate transformation mapping between provider and consumer instances in Service Exchange. See [ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-spmc&family=yokohama&ft:locale=en-US) for more information. | | 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) * Address voice quality issues and validate tickets with RADCOM. * Summarize the risk signal and issues records along with respective risk solution and occurrence records. * Additional role configuration required for agentic workflows and AI agents included with your applications. [Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US) * Manage and resolve billing inquiry case requests using a team of AI agents. * Analyze network incidents, correlate associated cases, and provide resolutions. * Summarize Knowledge Graph service details, success initiatives, internal plays, customer plays, and Zoom meeting details. * Analyze account health, trigger renewal flows, schedule, and manage touchpoint meetings. * Use agentic AI to quickly create consumer registrations. See [Now Assist for TMT](https://www.servicenow.com/docs/access?context=now-assist-spmc&family=zurich&ft:locale=en-US) for more information. | | Australia | * Automatically draft, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption. * Identify and match internal experts to customer needs based on engagement context, skills, region, and real-time availability. * Automatically monitor solution progress and sync real-time updates with the risk signals and solution synchronization agent. * Generate customized product adoption roadmaps by analyzing customer characteristics, goals, and similar product adoption patterns. * Analyze call, chat, billing, and interaction data with sentiment analysis for proactive service recommendations and faster issue resolution. See [ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-spmc&family=australia&ft:locale=en-US) for more information. | [ ]