--- sourceDocument: australia Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/australia/delta-zurich-australia Release : - australia ft:locale : - en-US ft:publication_title : - australia Combined Product Files ft:clusterId : - delta3az bundleId : - delta3az --- # Combined Activity Management release notes for upgrades from Zurich to Australia # Combined Activity Management release notes for upgrades from Zurich 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 Activity Management release notes for upgrades from Zurich to Australia This consolidated release notes document provides ServiceNow customers with detailed information about upgrading Activity Management from the Zurich release to the Australia release. It highlights new features, changes, activation procedures, and important upgrade considerations to ensure a smooth transition and effective use of Activity Management capabilities in the Australia release. Show full answer Show less ## New Features * **Responsibility-based access roles for touchpoints:** Enables granular, record-level access control to touchpoints for sales territory and opportunity team members, enhancing security and data governance beyond the previous broad touchpoint reader/writer roles. * **AI sales activity association:** Automatically associates inbound sales emails with the correct CRM records (leads, opportunities, accounts, contacts) using AI intent detection and semantic matching, improving sales productivity by reducing manual email linking. * **Automatic record matching for email threads:** Once an email in a thread is associated with a CRM record, subsequent emails selected from the thread are auto-associated, streamlining email capture without repetitive lookups. * **Centralized customer communications:** Make email interactions visible to entire account, lead, or opportunity teams by associating emails with CRM records, preventing engagement data from being isolated in individual inboxes. * **Touchpoints on CRM entities:** Track multi-channel engagement activities such as emails, calls, meetings, and social interactions by creating touchpoint records linked to CRM entities, providing a comprehensive engagement history. * **Custom touchpoint types:** Define organization-specific touchpoint categories beyond the standard discovery, demo, and customer business review (CBR) types to align with unique sales processes. * **Activity capture and tracking:** Capture and monitor emails, calls, meetings, and tasks within touchpoints, including metrics like primary communication channel and time spent, enabling leadership to assess sales activity volumes. * **Email association within Outlook:** Associate emails manually from Microsoft Outlook to CRM records without leaving the email client, maintaining engagement context for future follow-up. * **Create leads and contacts from email:** Generate new lead or contact records directly from emails that do not match existing CRM entries, preserving the original email for engagement tracking. ## Key Changes * **Sent emails correctly identified:** Sent emails linked via the CRM Outlook add-in are now properly classified as sent (instead of received) within CRM activity histories, ensuring accurate email status representation. * **Tabs visibility based on write permissions:** The CRM Outlook add-in now shows Accounts, Contacts, Leads, and Opportunities tabs based on actual write permissions rather than fixed roles, improving user experience and security compliance. * **Session timeout recovery:** After session expiration, the Outlook add-in prompts re-authentication and returns users to the add-in homepage, enhancing usability compared to previous redirect behavior. * **Pre-applied filters on entity tabs:** When associating emails, entity tabs auto-filter records based on email sender/recipient data, allowing faster and more relevant CRM record selection. * **Auto-population of Account and Contact fields:** Creating touchpoints now automatically populates related Account and Contact fields based on associated entities, reducing manual data entry and improving data accuracy. ## Activation and Requirements * Activity Management applications, including the CRM Outlook Add-in and CRM Touchpoints, must be installed from the ServiceNow Store. Customers can request these apps via the store interface. * No additional browser or platform-specific requirements were introduced in the Australia release. ## Accessibility Improvements The CRM Outlook Add-in has enhanced screen reader support with improved card view announcements, allowing users relying on assistive technologies to easily identify record details without opening each card. ## Practical Benefits for ServiceNow Customers * Improved control over touchpoint data access aligned with user responsibilities enhances data security and compliance. * AI-driven email association and automatic thread matching reduce manual effort and improve data completeness in CRM records. * Centralizing customer communication visibility across teams fosters better collaboration and sales insight. * Customizable touchpoint types and comprehensive activity tracking enable alignment with specific business processes and better performance monitoring. * Seamless integration with Microsoft Outlook streamlines workflow, ensuring sales teams maintain context and engagement history without leaving their email client. * Enhanced usability features such as session timeout recovery and filtered record views improve day-to-day user experience. Consolidated page of all release notes for Activity Management from Zurich 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 Zurich 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__20} | Release | Release notes | |-|-| | 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__26} | Release | Release notes | |-|-| | 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__32} | Release | Release notes | |-|-| | 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__38} | Release | Release notes | |-|-| | 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__44} | Release | Release notes | |-|-| | 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__50} | Release | Release notes | |-|-| | 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__56} | Release | Release notes | |-|-| | 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__62} | Release | Release notes | |-|-| | 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. | [ ]