--- 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 Telecommunications Customer 360 release notes for upgrades from Xanadu to Australia # Combined Telecommunications Customer 360 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 Telecommunications Customer 360 Release Notes for Upgrades from Xanadu to Australia This consolidated release notes document assists ServiceNow customers in preparing for the Telecommunications Customer 360 upgrade from the Xanadu through to the Australia release family. It outlines the new features, changes, deprecations, and activation guidance relevant to Telecommunications Customer 360 as of the Australia release (updated October 8, 2026). The document covers important pre- and post-upgrade tasks and provides a unified view of enhancements that improve customer service capabilities in telecommunications environments. Show full answer Show less ## Key Features in the Australia Release * **Customer 360 View Integration:** Add the Customer 360 view as a dedicated tab on any record page, replacing the previous Customer Details tab. This tab coexists with Run Diagnostics and Recommended Actions in the side panel for streamlined service workflows. * **Smart Actions for Telecom:** Automate customer issue diagnosis using an AI-driven agentic workflow that analyzes product inventory, cases, incidents, work orders, and billing for the current customer record, returning a structured summary of findings. * **Agentic Workflow Launch:** Automatically initiate agentic workflows from the Recommendations panel based on the current case or interaction context, enhancing operational efficiency. * **Telecom Customer 360 UI Component:** Embed the 360-degree customer view tab into the CSM/FSM Configurable Workspace using the UI Builder component, which is included by default on complaint case pages. * **Recommendations Panel:** Access Knowledge Base article suggestions and initiate searches for KB articles and agentic workflows directly from the Telecommunications Customer 360 page. * **Interaction Records:** View and verify detailed customer phone interaction records to provide context for service agents. * **ServiceNow AI Platform Licensing Tiers:** Three AI tiers---Foundation (basic insights), Advanced (productivity enhancements), and Prime (autonomous actions and custom AI)---allow customers to select capabilities aligned with their licensing. * **Comprehensive Customer Information:** View account details, contact info, interaction summaries, interaction history with date filtering, trend charts for customer satisfaction metrics (NPS, CSAT), billing data, active products, and related cases and tasks from a unified interface. * **Product Management:** Filter sold products by characteristic values and modify or suspend product configurations directly. ## Changes and Deprecations * **Now LLM Service Update:** The Now LLM Service is deprecated as the default AI model provider; new and inactive AI assets now default to a third-party LLM, though the Now LLM Service remains available for manual selection. * **Terminology Update:** The Interaction history card has been renamed to Customer history, now displaying a broader range of customer activities including phone interactions, chats, cases, contracts, and work orders. * **No Features Removed or Deprecated:** There are no removals or deprecations of features in Australia beyond the noted LLM service change. ## Activation and Additional Information * **Installation:** Telecommunications Customer 360 is available for installation via the ServiceNow Store. Customers should request the application through the Store to gain access. * **Browser, Accessibility, Localization:** No updates or changes were introduced in the Australia release regarding browser requirements, accessibility compliance, or localization considerations. * **Product Branding:** Starting with Zurich Patch 12, the AI experience brand changed to ServiceNow Otto, reflected in product names such as ServiceNow Otto for Telecommunications, Media, and Technology (TMT), without affecting customer entitlements. ## Practical Benefits for ServiceNow Customers Upgrading to Telecommunications Customer 360 Australia enables service agents to access a unified, comprehensive 360-degree customer profile from any record page, facilitating faster diagnostics and resolution of telecom customer issues. The integration of AI-driven smart actions and agentic workflows automates routine analyses, reducing manual effort and improving case handling efficiency. Enhanced visibility into billing, products, interactions, and customer satisfaction metrics empowers agents with actionable insights, while flexible AI platform tiers allow tailoring capabilities to organizational needs. Customers can expect improved operational workflows, better customer context, and streamlined access to relevant knowledge and automation tools, all contributing to elevated service quality and customer experience in telecommunications environments. Consolidated page of all release notes for Telecommunications Customer 360 from Xanadu to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Telecommunications Customer 360 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 Telecommunications Customer 360 to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360. {#dfrn3-telecommunicationscustomer360-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 | [Add the Customer 360 view to a record page](https://www.servicenow.com/docs/access?context=c360-configure-c360&family=australia&ft:locale=en-US)A : Add Customer 360 as a dedicated tab to any record page along with the Run Diagnostics and Recommended Actions options to the contextual side panel. The Customer 360 tab replaces the Customer Details tab on the record page. [Smart actions for Telecom](https://www.servicenow.com/docs/access?context=now-assist-tmt-smart-actions-agentic-workflow&family=australia&ft:locale=en-US) : Diagnose customer issues automatically from the Recommended Actions panel using the Smart Actions for Telecom AI agentic workflow. The workflow checks product inventory, open cases and incidents, work orders, and outstanding billing for the current account or consumer record and returns a structured summary with findings. [Launch agentic workflow guidance](https://www.servicenow.com/docs/access?context=c360-launch-agentic-workflow-guidance&family=australia&ft:locale=en-US) : Automatically launch agentic workflows in the Recommendations panel based on the current interaction or case record, and provide context data during the execution of the workflow. [Telecom Customer 360 component](https://www.servicenow.com/docs/access?context=c360-component&family=australia&ft:locale=en-US) : Embed the 360-degree customer view as a tab on any record page in the CSM/FSM Configurable Workspace by adding the Telecom Customer 360 UI Builder component. The component is shipped on the complaint case record page by default. [Recommendations](https://www.servicenow.com/docs/access?context=c360-recommendations&family=australia&ft:locale=en-US) : View Knowledge Base article suggestions and search for KB articles and agentic workflows directly from the Telecommunications Customer 360 page using the contextual Recommendations side panel. [Interaction record](https://www.servicenow.com/docs/access?context=c360-view-inter-record&family=australia&ft:locale=en-US) : View customer phone interaction records, verify and open records to view details. [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US) : The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: * Foundation: AI basics to deliver insights * Advanced: AI to boost productivity across relevant use cases * Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. [Customer information](https://www.servicenow.com/docs/access?context=c360-home-page&family=australia&ft:locale=en-US) : View customer account, contact, or consumer information including contact details, location, and recent interaction summary for efficient service delivery. [Interaction history](https://www.servicenow.com/docs/access?context=c360-inter-history-card&family=australia&ft:locale=en-US) : Track customer interactions over time with date range filtering. View the chronological history of customer engagements to understand previous communication context. [Trend charts](https://www.servicenow.com/docs/access?context=c360-data-visual-card&family=australia&ft:locale=en-US) : Monitor key customer metrics through visual charts including NPS and CSAT scores with target comparisons and trend lines. View the last updated timestamps for each metric. [Billing](https://www.servicenow.com/docs/access?context=c360-billing-card&family=australia&ft:locale=en-US) : Review customer billing information and invoices for the selected billing account. Search and filter billing records to quickly locate specific invoice details. [Products](https://www.servicenow.com/docs/access?context=c360-products-card&family=australia&ft:locale=en-US) : Identify active products and services associated with the customer account. View counts of related cases, service problem cases, incidents, and test results for each product to understand product-specific issues. [Cases, tasks, and orders](https://www.servicenow.com/docs/access?context=c360-tasks-card&family=australia&ft:locale=en-US) : Manage multiple task types including service problem cases, cases, customer orders, work orders, complaint cases, and invoice cases in a unified view. View details such as case numbers, descriptions, state, sold products, and priority levels across all task records. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Telecommunications Customer 360 features. {#dfrn3-telecommunicationscustomer360-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 | [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Products](https://www.servicenow.com/docs/access?context=c360-products-card&family=australia&ft:locale=en-US) : * Filter the list of sold products displayed by product characteristic values. * Modify configurations, suspend, resume, or disconnect one or more sold products and their services. [Customer history](https://www.servicenow.com/docs/access?context=c360-inter-history-card&family=australia&ft:locale=en-US) : The Interaction history card has been renamed to Customer history. Phone interactions, chat messages, cases, contracts, work orders, and other activity types that have been configured are displayed. | [ ] ## Removed Between your current release family and Australia, some Telecommunications Customer 360 features or functionality were removed. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360 features or functionality were deprecated. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360 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: Telecommunications Customer 360 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 Telecommunications Customer 360 we have noted them here. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360 we have noted them here. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360, such as specific requirements or compliance levels. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360 we have noted them here. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360 we have noted them here. {#dfrn3-telecommunicationscustomer360-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 | [Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&ft:locale=en-US) * Starting with Zurich Patch 12, ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Telecommunications, Media, and Technology (TMT). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. * Automate customer issue diagnosis with the Smart Actions for Telecom agentic workflow which checks product inventory, open cases, billing status, and incidents from the Recommended Actions panel. * Access Customer 360, Run Diagnostics, and Recommended Actions in a single workspace from any record page. [Australia Patch 3](https://www.servicenow.com/docs/access?context=australia-patch-3&family=australia&ft:locale=en-US) * Add the 360-degree customer view to any record page with the Telecom Customer 360 UI Builder component. * Find KB articles and agentic workflows for the current customer with the Recommendations panel. Australia Early Availability * Provide agents with customer information, context, and insights for service problem analysis and faster resolution. * Enable agents to create cases for billing and service-related issues, manage orders, and book field service appointments directly from the customer view. * Provides data source configurability to bring call, chat, and billing data from external sources and generate insights. * Receive insights on customer health and top recent issues. See [Telecommunications Customer 360](https://www.servicenow.com/docs/access?context=c360-land-page&family=australia&ft:locale=en-US) for more information. | [ ]