--- 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 AI Admin Hub release notes for upgrades from Zurich to Australia # Combined AI Admin Hub 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) 27 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 AI Admin Hub release notes for upgrades from Zurich to Australia This document consolidates all AI Admin Hub release notes from the Zurich release through Australia, providing ServiceNow customers with a comprehensive guide to new features, changes, deprecations, and upgrade considerations. It helps you prepare for and execute your upgrade effectively while understanding the evolution of AI Admin Hub capabilities and user experience improvements. Show full answer Show less ## Important Upgrade Information * Before upgrading to Australia, review and complete required pre- and post-upgrade tasks, especially if you have customized UI actions related to ServiceNow Otto skills, as updates to code may be necessary to maintain functionality. * The Australia release strengthens security with enhanced protections for read-only fields via a new `readonlyoption` field supporting granular control. Custom client scripts modifying read-only fields may need adjustment. * Access control has shifted from a broad admin role to granular, purpose-driven roles. The authorization API changed from `getRoles()` to `hasRole()`, requiring updates to custom scripts. * AI Guardian is enabled by default in Australia to detect and log prompt injections and offensive content across generative AI applications, with configurable blocking options. * The Next Experience UI Framework must be enabled to use the ServiceNow Otto panel, which supports modern browsers like Google Chrome and Microsoft Edge, but not Internet Explorer. * ServiceNow Otto supports Dynamic Translation for Australia, enhancing localization. ## Key Features Introduced * **ServiceNow Otto Panel Premium Chat Enhancements:** * Switch seamlessly between multiple interactive views (knowledge articles, catalogs, org charts) within a single conversation. * Preview and download generated Microsoft Office and PDF files directly in chat without branding and with preserved formatting. * Highlight text in responses to ask targeted follow-up questions. * Maintain conversation context when switching between records or tabs, improving workflow continuity. * Upload images, screenshots, and documents to receive AI-generated answers or summaries without leaving the conversation. * Start premium chat from any page, with personalized greetings and promoted topics. * Voice input support allows hands-free interaction with the chat assistant. * Post-chat surveys collect user feedback on agent task completion for continuous quality improvement. * Search enhancements include synthesized answers with citations, a collapsible side panel for sources, and direct transition to full search results. * **AI Admin Hub Management:** * New ability to archive deprecated or custom AI skills. * Control default activation of AI skills and manage skill versions, including experimental model previews. * Role masking for precise access control within AI skills. * Manage AI model providers at instance or skill level and configure multilingual support. * Usage alerts at the skill level prevent resource exhaustion and provide consumption insights. * Configure prompt injection detection actions and severity per AI skill. * **Knowledge Management Enhancements:** * Generate high-quality knowledge articles using Now Assist and integrate with Box for source files. * Merge duplicate knowledge articles to consolidate content while preserving references. * AI-powered Reading Ease scan improves article clarity and accessibility. * Customizable prompts for knowledge article templates enhance agent productivity. * **Agentic and Generative AI Capabilities:** * Now Assist Readiness Evaluation app helps assess organizational readiness for agentic and generative AI. * Support for agentic workflows within Google Chat for streamlined operations. * Long Term Stable (LTS) AI models provide extended stability and compliance for regulated industries. * **ServiceNow AI Platform and Branding:** * The AI experience brand is now ServiceNow Otto, reflected across product names without changes to entitlements. * Introduction of three AI platform licensing tiers: Foundation, Advanced, and Prime, offering varying levels of AI agent and skill capabilities. ## Key Changes and Deprecations * Default AI model provider for new or inactive AI assets changed from Now LLM Service to a third-party LLM, though Now LLM Service remains available for manual selection. * Conversational Help Skills are no longer deployed or supported starting Australia Patch 1. * AI usage measurement transitioned to a 365-day burn-down model, resetting at contract anniversary. * Updated naming conventions and UI labels for clarity and consistency across AI Admin Hub and Now Assist. ## Activation and Additional Requirements * AI Admin Hub features require activation of relevant ServiceNow Otto plugins available in the ServiceNow Store. * Enable the Next Experience UI Framework to use the ServiceNow Otto panel effectively. Consolidated page of all release notes for AI Admin Hub from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family AI Admin Hub 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 AI Admin Hub to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-aiadminhub-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Upgrade information : If you customized actions on the user interface or other items that are associated with ServiceNow Otto skills, confirm that your customized code is updated with the new skill releases. Otherwise, certain functions might not work as expected. If you run into issues when you're upgrading a ServiceNow Otto product, see the [Issues and mitigation for Now Assist (generative AI) Applications and Plugin updates \[KB1637452\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1637452) article in the Now Support Knowledge Base. Log in to view the article. The Australia release introduces enhanced protections for read‑only fields across the ServiceNow AI Platform. These changes include a new read_only_option field with granular control levels, including strict_read_only and client_script_modifiable. The changes occur in the back end and maintain backward‑compatible behavior. This update helps strengthen instance security while preserving flexibility. If you have custom client scripts that modify read‑only fields using `g_form.setValue()` or `g_form.clearValue()`, refer to the [KB2718122](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2718122) article in the Now Support Knowledge Base to identify affected fields and adjust the settings. The existing access control lists (ACLs) have been updated to replace the admin role with purpose-driven granular roles within scripts or security attributes. As part of this update, the `getRoles()` API is replaced with the `hasRole()` API for authorization purposes. Additionally, all references to the admin role in the code have been substituted with the granular roles for authorization use cases. For more information, see [Granular admin roles](https://www.servicenow.com/docs/access?context=granular-admin-roles&family=australia&ft:locale=en-US). | [ ] ## New features Between your current release family and Australia, new features were introduced for AI Admin Hub. {#dfrn3-aiadminhub-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [New features in ServiceNow Otto panel premium chat](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=zurich&ft:locale=en-US) : These features were added to ServiceNow Otto panel premium chat: * Switch between multiple interactive views in a single ServiceNow Otto conversation by using the drop-down selector in the interactive view header. Return to a Knowledge Base article, catalog form, or other content you opened earlier without searching for it again. * Preview files that ServiceNow Otto generates directly in the interactive view, including Microsoft Word, Microsoft PowerPoint, Microsoft Excel, and PDF. Review a file's content before you download it, without leaving the conversation. * Ask a follow-up question about specific content by highlighting text in a ServiceNow Otto response and selecting Ask a follow-up. The highlighted text appears as a quote above the input bar and doesn't carry over when you start or switch to a different conversation. * Download generated files that use plain Microsoft Office templates, with no ServiceNow branding applied. Share or edit downloaded Word, PowerPoint, and Excel files without removing extra formatting first. * Download a generated file directly from the chat by selecting the download icon on the attachment in a ServiceNow Otto response. ServiceNow Otto [Approval assistance AI agent](https://www.servicenow.com/docs/access?context=platform-approval-aia&family=zurich&ft:locale=en-US) : Starting with Zurich Patch 12, Now Assist is now ServiceNow Otto. ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Platform Approval assistance AI agent. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Request status AI agent](https://www.servicenow.com/docs/access?context=ticket-status-aia&family=zurich&ft:locale=en-US) : ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Platform Request status AI agent. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [AI skill details](https://www.servicenow.com/docs/access?context=now-assist-skill-details&family=zurich&ft:locale=en-US) : Map multiple skills under subsections and display all applicable products per common skill with distinct visual tags. A visual indicator will mark skills as common, based on schema data. [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=zurich&ft:locale=en-US) : Control default activation of skills configured for auto-activating when installed or updated. Review the skills active by default and, activate or deactivate them individually. [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Enable streaming responses and unified surface operations to deliver faster, more reliable ServiceNow Otto® interactions. Support both synchronous and asynchronous workflows while maintaining compatibility with various LLM providers. [Prompt library](https://www.servicenow.com/docs/access?context=now-assist-prompt-library&family=zurich&ft:locale=en-US) : Browse and select from promoted prompt templates or save your own custom prompts, eliminating the need to retype frequently-used prompts within your chats. Access your reusable templates instantly from the omnibar for faster, more consistent conversations. [Archive an AI skill](https://www.servicenow.com/docs/access?context=archive-a-now-assist-skill&family=zurich&ft:locale=en-US) : Find the Deprecated skills option in the navigation pane within AI Admin Hub to view skills deprecated by business unit, unavailable for use and no longer supported by ServiceNow. [Now Assist Guardian enabled by default](https://www.servicenow.com/docs/access?context=now-assist-guardian&family=zurich&ft:locale=en-US) : Detect and log prompt injection attempts across all generative AI applications and features, and offensive content in supported Now Assist skills, by default. You can configure AI Guardian to block AI-generated responses when an attempt is detected. [Using AI Admin Hub](https://www.servicenow.com/docs/access?context=using-now-assist-admin_0&family=zurich&ft:locale=en-US) : Explore additional user interface tabs of a Now Assist skill within a selected workflow. Access the usage and analytics of that skill. You can also view and manage the security and governance details of the selected skills. [Configure prompt injection detection for Now Assist skills](https://www.servicenow.com/docs/access?context=configure-prompt-injection-attack-protection&family=zurich&ft:locale=en-US) : Set the prompt injection detection action and severity level for Now Assist skills. Prompt injection detection is enabled by default for all Now Assist skills, except Platform skills and custom skills. When a skill has its own setting, AI Guardian automatically applies the more protective of the two settings, the skill-level setting or the instance-level setting. [Visual Q\&A in Now Assist](https://www.servicenow.com/docs/access?context=now-assist-qa-genius-result&family=zurich&ft:locale=en-US) : Upload screenshots, error images, or documents in the Now Assist panel and get AI-generated answers about their content without leaving your current context. [Catalog experience](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=zurich&ft:locale=en-US) : Navigate away from a catalog form mid-completion and a modal appears asking whether you want to stay or leave, preventing accidental loss of your work. After you submit a catalog item, you can select View Details to open the submitted record. [Enhancements](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=zurich&ft:locale=en-US) : Switch between multiple interactive views --- such as knowledge articles, catalogs, and org charts --- within a single conversation using a new dropdown in the Now Assist panel. When more than six promoted topics are available, you can select a category on the topic menu to see all of them at once. [Image and document upload](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=zurich&ft:locale=en-US) : Upload images and screenshots directly into the Now Assist panel as part of your conversation and Now Assist interprets the visual content to answer your questions or generate summaries. [Maintain and display the right context](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=zurich&ft:locale=en-US) : Open the Now Assist panel while working on an incident record and you automatically see the most recent conversation tied to that incident. You can continue chatting about the incident or switch to unrelated topics in the same session, keeping your work in context without losing your place. [Post-chat surveys in premium chat](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=zurich&ft:locale=en-US) : Collect user feedback in premium chats through post-chat surveys that trigger on agent task completion instead of waiting for a chat-end event. When an agent completes a task in an agentic flow, the survey can surface based on a configured probability, enabling you to gather insights that were previously unavailable. [Using AI Admin Hub](https://www.servicenow.com/docs/access?context=using-now-assist-admin_0&family=zurich&ft:locale=en-US) : Explore the archive option from navigation pane within AI Admin Hub and archive custom and copies of Now Assist skills. [Clarifying questions for unclear requests](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Get precise, relevant answers from Now Assist panel premium chat even when your request is unclear, as the assistant asks you a targeted clarifying question before responding instead of returning an overwhelming list of results. When the assistant is confident it understands your request, it responds immediately without interrupting the conversation. [Upload documents](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Upload documents directly into a Now Assist panel conversation during topic, skill, catalog, or agent execution, and let the assistant extract information from them to automatically fill in required fields, answer questions, and keep the conversation moving. Uploaded document context is retained for the duration of the session and cleared when the session ends to protect your data. [Response feedback](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Provide more detailed feedback on Now Assist panel responses by selecting thumbs up or thumbs down, then choosing from configurable checkbox options or adding your own comments to explain exactly what was helpful or what fell short. Your feedback is captured and made available through analytics dashboards, helping admins continuously improve the quality of responses you receive. [Start premium chat from any page](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Start a Now Assist panel premium chat from any page in the Employee Hub with a single click, without interrupting existing workflows. You can upload files, toggle web search on or off, and receive a personalized greeting with promoted topics when opening a new conversation. [Synthesized results in chat experience](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Get concise, grounded answers to your natural language questions in Now Assist panel premium chat, with inline citations linking to the knowledge articles, actions, and catalogs used to generate the response. You can ask follow-up questions within the same context, explore sources in the side panel, and see clear messaging if results are limited or unavailable. [Search results side panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : View search citations and related results in a collapsible side panel that appears alongside your Now Assist panel premium chat responses, so you can explore sources without leaving the conversation. You can select any internal source to open it in the background, browse external results in a new tab, and close the panel at any time to return to the full chat view. [Primitives and widgets](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : View rich, responsive content inline in your Now Assist panel premium chat conversation, including people profiles, org charts, record cards, and record summaries that match the look and feel of your portal. You can also access org charts and people information directly through natural language --- for example, by typing "show me the org chart for John Smith" --- without leaving the conversation. [Voice Input](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Use your voice to send prompts in Now Assist panel premium chats by selecting the microphone button in the input bar, which transcribes your speech to text so you can interact with the assistant hands-free. You can enable or disable voice input through your personal preferences, and your admin can also turn it on or off at the assistant level through Assistant Designer. [Search enhancements](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Get cleaner, more organized search results in Now Assist panel premium chat, with single records displayed as cards and multiple records displayed as tables. You can switch between multiple interactive views in a conversation using a dropdown and use a back button to return to previously viewed content. [Transition from chat to full search results](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Access the full search results page directly from your Now Assist panel premium chat response by selecting the "Full search experience" link in the sources and more panel. The search results page opens with your original search term already populated, so you can explore the complete set of results without having to retype your query. [Follow-up questions from search results](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Ask follow-up questions in Now Assist panel premium chat directly from your workspace search results by selecting the "Ask a follow-up" button, which opens a new conversation with the relevant search context already loaded. You can continue exploring a topic conversationally without having to re-enter your query or switch between search and chat. [Record-specific context](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Get more relevant responses from Now Assist panel premium chat when you're working on a record, as conversations started from a record page are automatically aware of that record's context. You no longer need to manually describe what you're working on --- the assistant understands it from the start. [Upgrade Now Assist panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Upgrade your Now Assist panel experience to premium chat without losing your active conversations, as any conversations in progress remain accessible until you refresh the page. When you open premium chat for the first time after the upgrade, a summary of what's new helps you quickly get familiar with the latest capabilities. [Manage version](https://www.servicenow.com/docs/access?context=manage-version&family=zurich&ft:locale=en-US) : Review the summary, alerts, and notifications regarding changes in model provider version states as they are deprecated or retired. [Send information from panel conversations](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Send information from Now Assist panel conversations directly to relevant fields on incident pages using action buttons. You don't have to manually copy and paste content between Now Assist panel conversations and the incident form. [Maintain context across tabs](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Automatically see the most recent Now Assist panel conversation for an incident when you switch between incident tabs. Now Assist panel remembers which conversation belongs to which incident and displays it when you return to that incident. [Configure supported record types](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Configure which record types will support Now Assist panel context switching. This enables teams to customize the Now Assist panel experience based on a business unit's workflow and use cases. [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : View your Now Assist panel chat history grouped by incident record. Agent conversations related to a specific incident are grouped together rather than organized chronologically, making them easier to find. [Chat history panel enhancements](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : View the correct conversation history when you navigate between different incident records. [Send information to Agent Chat conversation](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Send information directly from a Now Assist panel conversation to an agent chat conversation. This makes it easier to collaborate and share helpful information during incident resolution. [Build custom integrations](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Build custom Now Assist panel integrations that are tailored to specific business needs by passing custom context data in any format when initiating Now Assist panel conversations or executing skills. [Enhanced content detection with third-party guardrails](https://www.servicenow.com/docs/access?context=configure-guardrail-model&family=zurich&ft:locale=en-US) : AI Guardian supports third-party service provider guardrails, such as Microsoft Azure, Amazon Bedrock, and Google Model Armor so that any inappropriate content is logged and blocked during content generation. This gives you the flexibility to choose the detection provider that best aligns with your existing cloud infrastructure. [Post-chat surveys in enhanced chat](https://www.servicenow.com/docs/access?context=now-assist-panel-enhanced&family=zurich&ft:locale=en-US) : Collect user feedback in enhanced chats through post-chat surveys that trigger on agent task completion instead of waiting for a chat-end event. When an agent completes a task in an agentic flow, the survey can surface based on a configured probability, enabling you to gather insights that were previously unavailable. [Requester Approval Checklist](https://www.servicenow.com/docs/access?context=service-portal-approval-checklist-skill&family=zurich&ft:locale=en-US) : The Requester Approval Checklist skill in the ServiceNow AI Platform® generates a structured checklist by mapping real-time request data against your organization's knowledge articles. Note: The skill is on by default. [New system properties for the Now Assist Readiness Evaluation app](https://www.servicenow.com/docs/access?context=nare-sys-props&family=zurich&ft:locale=en-US) : * Reduce performance issues when a large volume of data is assessed with the sn_assess.assessment_limit system property. * Customize the estimated remediation effort for select efforts with the sn_assess.effort_visibility system property. Setting this system property to true turns on the Remediation properties tab in the Now Assist Readiness Evaluation dashboard. * Decide the maximum number of records to process for the ITSM assessment with the sn_assess.task_limit system property. [Manage version](https://www.servicenow.com/docs/access?context=manage-version&family=zurich&ft:locale=en-US) : Manage the versions of model providers across various skill groups and instance levels in Now Assist. You can modify and update versions for both base system and custom skills. [Skills](https://www.servicenow.com/docs/access?context=now-assist-skills&family=zurich&ft:locale=en-US) : Unlock the benefits of the Now Assist Fulfiller subscription to be able to explore and activate all the skills available in the system from AI Admin Hub. [Role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : Define roles within role restrictions for individual skills in AI Admin Hub to enforce resource access restrictions when a skill is invoked. This feature promotes precise control over the resources that can be accessed, like data and APIs. [Overview tab in AI Admin Hub](https://www.servicenow.com/docs/access?context=configuring-now-assist&family=zurich&ft:locale=en-US) : Share your experience in the Now Assist journey by providing feedback when prompted. [Voice input setting automatically activated](https://www.servicenow.com/docs/access?context=activate-now-assist-panel&family=zurich&ft:locale=en-US) : Activate the Now Assist panel to automatically turn on the voice input setting, which is now located on the Assistants page. [Now Assist panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Request additional information or clarification by asking a follow-up question in the Now Assist panel. [Synthesized Now Assist responses](https://www.servicenow.com/docs/access?context=gchat-conv-integration&family=zurich&ft:locale=en-US) : View synthesized Now Assist responses from within Google Chat to have a richer conversational experience. [Now Assist support in article optimization](https://www.servicenow.com/docs/access?context=knowledge-center-article-optimization&family=zurich&ft:locale=en-US) : Improve the quality and health of your knowledge articles by using Now Assist based Article Optimization in the Knowledge Center. Scan knowledge articles and get instant, actionable feedback. [Use Now Assist to identify knowledge gaps](https://www.servicenow.com/docs/access?context=understanding-knowledge-gaps&family=zurich&ft:locale=en-US) : Identify and fill potential knowledge gaps proactively, including missing knowledge articles and recurring issues that lack or have an incomplete knowledge article. [Agentic workflows from within Google Chat](https://www.servicenow.com/docs/access?context=gchat-conv-integration&family=zurich&ft:locale=en-US) : Initiate and view agentic workflows from within Google Chat. [Monitor sensitive topic invocations](https://www.servicenow.com/docs/access?context=reference-for-generative-ai-controller&family=zurich&ft:locale=en-US) : Access the Gen AI Metrics \[sys_generative_ai_metric\] table to review the logged invocations of sensitive topics and gain insights into how these topics are being triggered and monitored. [Long term stable models](https://www.servicenow.com/docs/access?context=long-term-stable-models&family=zurich&ft:locale=en-US) : Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls. [Create multiple ServiceNow Otto context menu skill configurations](https://www.servicenow.com/docs/access?context=create-multple-nacm-skill-configuration&family=zurich&ft:locale=en-US) : You can now have multiple Now Assist context menu configurations on the same record form and field. You just have to create the required configuration and add to the form or field. [Generate KB article with ServiceNow Otto context menu](https://www.servicenow.com/docs/access?context=generate-kb-article-with&family=zurich&ft:locale=en-US) : Using the Now Assist Context Menu open prompt inline and pop-over variant you can quickly produce high-quality, accurate, and lucid knowledge articles, saving time and improving support in Knowledge Management. [AI Readiness Evaluation](https://www.servicenow.com/docs/access?context=now-assist-readiness-evaluation-landing-page&family=zurich&ft:locale=en-US) : Use the Now Assist Readiness Evaluation app to help you evaluate your organization's readiness to implement agentic and generative AI Now Assist capabilities. Assessments for agentic AI include: * IT Service Management (ITSM) * Customer Service Management (CSM) Assessments for generative AI include: * AI Search * Virtual Agent (VA) * IT Service Management (ITSM) * Customer Service Management (CSM) * HR Service Delivery (HRSD) The results shown are estimates. You should evaluate results provided by Now Assist Readiness Evaluation for accuracy and appropriateness for your use case. [Improve Docs content in Strategic Portfolio Management with ServiceNow Otto context menu](https://www.servicenow.com/docs/access?context=answer-queries-with-now-assist-context-menu&family=zurich&ft:locale=en-US) for SPM : Implement the open prompt capability to enhance your ability to add additional context and generate accurate content with Now Assist context menu. This feature enables interactive conversations with both supported ServiceNow® generative AI skills and custom-built skills. [Configure custom prompts for knowledge article templates](https://www.servicenow.com/docs/access?context=Now-assist-configure-custom-prompts-for-templates&family=zurich&ft:locale=en-US) : As an admin, clone the KB generation skill and update prompts for AI model providers. This feature helps the agent use custom templates and custom prompts to generate knowledge articles with Now Assist from single and multiple knowledge bases. [Manage AI models](https://www.servicenow.com/docs/access?context=manage-large-language-models&family=zurich&ft:locale=en-US) : Choose and update your preferred LLM provider at the instance, skill, or skill group level for Now Assist base system skills. Deactivate skills that aren't compatible with any of the LLM providers and access the audit history to view updates by the AI steward in AI Control Tower. [Configure multilingual service for Now Assist applications](https://www.servicenow.com/docs/access?context=enable-dynamic-translation-for-now-assist-applications&family=zurich&ft:locale=en-US) : Manage the default and supported languages by the different LLM providers under Multilingual service for translation. [Configure email reply recommendation](https://www.servicenow.com/docs/access?context=configure-email-recommendation&family=zurich&ft:locale=en-US) : Access citations to the articles referenced from the Knowledge Base. Explore references and insert the generated reply to your email. [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Use the enhanced Now Assist panel for an intuitive and personalized experience. The updated Now Assist panel can be resized and moved anywhere on the ServiceNow AI Platform. [AI Guardian supports third-party LLMs](https://www.servicenow.com/docs/access?context=now-assist-guardian&family=zurich&ft:locale=en-US) : Extend guardrail support to third-party LLMs, such as Amazon Bedrock, Google Cloud Vertex AI studio, Google AI studio, and Azure OpenAI, to verify that any inappropriate content is logged and blocked during content generation. [Increase the maximum response token limit for custom skills](https://www.servicenow.com/docs/access?context=configure-skill-prompt&family=zurich&ft:locale=en-US) : Increase the maximum response token limit for a Now Assist custom skill beyond the default value of 1000. This ability supports dynamic pricing based on output tokens and calculates the price for each skill executed per assist. | | Australia | [New features in ServiceNow Otto panel premium chat](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=australia&ft:locale=en-US) : These features were added to ServiceNow Otto panel premium chat: * Switch between multiple interactive views in a single ServiceNow Otto conversation by using the drop-down selector in the interactive view header. Return to a Knowledge Base article, catalog form, or other content you opened earlier without searching for it again. * Preview files that ServiceNow Otto generates directly in the interactive view, including Microsoft Word, Microsoft PowerPoint, Microsoft Excel, and PDF. Review a file's content before you download it, without leaving the conversation. * Ask a follow-up question about specific content by highlighting text in a ServiceNow Otto response and selecting Ask a follow-up. The highlighted text appears as a quote above the input bar and doesn't carry over when you start or switch to a different conversation. * Download generated files that use plain Microsoft Office templates, with no ServiceNow branding applied. Share or edit downloaded Word, PowerPoint, and Excel files without removing extra formatting first. * Download a generated file directly from the chat by selecting the download icon on the attachment in a ServiceNow Otto response. [Manage version](https://www.servicenow.com/docs/access?context=manage-version&family=australia&ft:locale=en-US) : Experiment with new models for custom skills as a part of model preview program within AI Admin Hub. The program aims to provide an opportunity for the user to explore and experiment with the new models even before they are generally available. [ServiceNow Otto panel premium chat](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=australia&ft:locale=en-US) : Switch between records in ServiceNow Otto panel workspaces without disrupting your workflow or losing conversation context. [Using the approval assistance AI agent](https://www.servicenow.com/docs/access?context=platform-approval-aia&family=australia&ft:locale=en-US) : ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Platform Approval Assistance AI agent. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Using the request status AI agent](https://www.servicenow.com/docs/access?context=ticket-status-aia&family=australia&ft:locale=en-US) : ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Platform Request status AI agent. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=australia&ft:locale=en-US) : Enable streaming responses and unified surface operations to deliver faster, more reliable ServiceNow Otto® interactions. Support both synchronous and asynchronous workflows while maintaining compatibility with various LLM providers. [AI skill details](https://www.servicenow.com/docs/access?context=now-assist-skill-details&family=australia&ft:locale=en-US) : Map multiple skills under subsections and display all applicable products per common skill with distinct visual tags. A visual indicator will mark skills as common, based on schema data. [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=australia&ft:locale=en-US) : Control default activation of skills configured for auto-activating when installed or updated. Review the skills active by default and, activate or deactivate them individually. [Usage alerts](https://www.servicenow.com/docs/access?context=usage-alerts&family=australia&ft:locale=en-US) : Establish limit-based alert rules at the skill level to oversee assist consumption and skill execution counts. This solution seeks to prevent resource exhaustion, and offer clear insights via an alerts feed and rule management interface. [Prompt library](https://www.servicenow.com/docs/access?context=now-assist-prompt-library&family=australia&ft:locale=en-US) : Browse and select from promoted prompt templates or save your own custom prompts, eliminating the need to retype frequently-used prompts within your chats. Access your reusable templates instantly from the omnibar for faster, more consistent conversations. [Archive an AI skill](https://www.servicenow.com/docs/access?context=archive-a-now-assist-skill&family=australia&ft:locale=en-US) : Find the Deprecated skills option in the navigation pane within AI Admin Hub to view skills deprecated by business unit, unavailable for use and no longer supported by ServiceNow. [Create knowledge articles using AI and Box](https://www.servicenow.com/docs/access?context=kc-create-article-with-Box&family=australia&ft:locale=en-US) : The Knowledge Center now integrates with Box. This integration enables authors to use stored files as a source for generating knowledge articles with Now Assist. [Now Assist Guardian enabled by default](https://www.servicenow.com/docs/access?context=now-assist-guardian&family=australia&ft:locale=en-US) : Detect and log prompt injection attempts across all generative AI applications and features, and offensive content in supported Now Assist skills, by default. You can configure AI Guardian to block AI-generated responses when an attempt is detected. [Using AI Admin Hub](https://www.servicenow.com/docs/access?context=using-now-assist-admin_0&family=australia&ft:locale=en-US) : Explore additional user interface tabs of a Now Assist skill within a selected workflow. Access the usage and analytics of that skill. You can also view and manage the security and governance details of the selected skills. [Create knowledge articles using AI and Box](https://www.servicenow.com/docs/access?context=kc-create-article-with-Box&family=australia&ft:locale=en-US) : Knowledge Center integrates with Box, enabling authors to use stored files as a source for generating knowledge articles with Now Assist. [Article Optimization with Reading Ease scan](https://www.servicenow.com/docs/access?context=kc-reading-ease-scan&family=australia&ft:locale=en-US) : The AI-based Reading Ease scan, integrated into the article optimization feature of Knowledge Center, scans articles for readability, provides actionable recommendations, and supports ongoing article improvement. [Configure prompt injection detection for Now Assist skills](https://www.servicenow.com/docs/access?context=configure-prompt-injection-attack-protection&family=australia&ft:locale=en-US) : Set the prompt injection detection action and severity level for Now Assist skills. Prompt injection detection is enabled by default for all Now Assist skills, except Platform skills and custom skills. When a skill has its own setting, AI Guardian automatically applies the more protective of the two settings, the skill-level setting or the instance-level setting. [Visual Q\&A in Now Assist](https://www.servicenow.com/docs/access?context=now-assist-qa-genius-result&family=australia&ft:locale=en-US) : Upload screenshots, error images, or documents in the Now Assist panel and get AI-generated answers about content without leaving your current context. [Catalog experience](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=australia&ft:locale=en-US) : Navigate away from a catalog form mid-completion and a modal appears asking whether you want to stay or leave, preventing accidental loss of your work. After you submit a catalog item, you can select View Details to open the submitted record. [Enhancements](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=australia&ft:locale=en-US) : Switch between multiple interactive views --- such as knowledge articles, catalogs, and org charts --- within a single conversation using a new dropdown in the Now Assist panel. When more than six promoted topics are available, you can select a category on the topic menu to see all of them at once. [Image and document upload](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=australia&ft:locale=en-US) : Upload images and screenshots directly into the Now Assist panel as part of your conversation and the Now Assist interprets the visual content to answer your questions or generate summaries. [Maintain and display the right context](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=australia&ft:locale=en-US) : Open the Now Assist panel while working on an incident record and you automatically see the most recent conversation tied to that incident. You can continue chatting about the incident or switch to unrelated topics in the same session, keeping your work in context without losing your place. [Post-chat surveys](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=australia&ft:locale=en-US) : Collect user feedback in premium chats through post-chat surveys that trigger on agent task completion instead of waiting for a chat-end event. When an agent completes a task in an agentic flow, the survey can surface based on a configured probability, enabling you to gather insights that were previously unavailable. [Using AI Admin Hub](https://www.servicenow.com/docs/access?context=using-now-assist-admin_0&family=australia&ft:locale=en-US) : Explore the archive option from navigation pane within AI Admin Hub and archive custom and copies of Now Assist skills. [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 an AI native experience with three licensing tiers available: * Foundation: AI agents and skills to deliver insights * Advanced: AI agents and skills to boost productivity across relevant use cases * Prime: Act autonomously with all AI agents and skills, and create your own [Merge duplicate articles](https://www.servicenow.com/docs/access?context=merge-duplicate-articles&family=australia&ft:locale=en-US) : Use Now Assist in Knowledge Management to merge selected duplicate knowledge articles into a single consolidated article, preserving references to the original sources and maintaining a high‑quality, well‑organized knowledge base. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing AI Admin Hub features. {#dfrn3-aiadminhub-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [Zurich Patch 8](https://www.servicenow.com/docs/access?context=zurich-patch-8&family=zurich&ft:locale=en-US) : [Updated the name of status buttons.](https://www.servicenow.com/docs/access?context=assessing-go-no-go&family=zurich&ft:locale=en-US)An Agentic AI - HRSD card is available on the Agentic AI Assessment Home Page and contains the current readiness status of Ready or Action Required. [Manage model providers](https://www.servicenow.com/docs/access?context=edit-model-providers&family=zurich&ft:locale=en-US) : Explore the Manage integrations option within Manage model providers tab now. [Manage version](https://www.servicenow.com/docs/access?context=manage-version&family=zurich&ft:locale=en-US) : Update the model provider version at the instance or the skill level form Manage model versions within Manage AI models option under Now Assist Settings tab. [Updates made to labels.](https://www.servicenow.com/docs/access?context=agentic-ai-assessment-dashboard&family=zurich&ft:locale=en-US) : On the Agentic AI- Assessments tab,Issues are now renamed findings. [Updated the name of status buttons.](https://www.servicenow.com/docs/access?context=assessing-go-no-go&family=zurich&ft:locale=en-US) : Go button on Now Assist Assessment Home page is now renamed to Ready. [Updates made to legend labels.](https://www.servicenow.com/docs/access?context=reviewing-now-assist-assessment&family=zurich&ft:locale=en-US) : The No Blockers label is now renamed Informational. The Blockers found label is now renamed Required. The Review for blockers label is now renamed Recommended. [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). [Use](https://www.servicenow.com/docs/access?context=using-now-assist-readiness-evaluation&family=zurich&ft:locale=en-US) : * View the updated legend that now includes None-XXL estimated remediation efforts along with assessment icon explanations. * Understand estimated remediation efforts more clearly now that blocker areas are included in the estimated remediation efforts and non-blocker observations are not included in estimated remediation efforts. * Select any widget on the Agentic AI- Assessment dashboard and Now Assist assessment dashboard tabs to open that widget's data table in a separate tab. [Analyzing AI performance](https://www.servicenow.com/docs/access?context=now-assist-analytics&family=zurich&ft:locale=en-US) : The Analytics tab is now renamed to Performance. [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=zurich&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): 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 multilingual service for Now Assist applications](https://www.servicenow.com/docs/access?context=enable-dynamic-translation-for-now-assist-applications&family=zurich&ft:locale=en-US) : Enable translation settings is now a multilingual service in the AI Admin Hub console. 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. [Edit an AI skill](https://www.servicenow.com/docs/access?context=edit-a-now-assist-skill&family=zurich&ft:locale=en-US) : You can now view the Helpful resources and Frequently asked questions (FAQ) tabs on the list view of the Now Assist skills page. [Configure email reply recommendation](https://www.servicenow.com/docs/access?context=configure-email-recommendation&family=zurich&ft:locale=en-US) : The email response creation skill helps you choose the most appropriate template based on your context. Additionally, it identifies the potential errors when a response isn't generated as intended. [Agentic conversations in Virtual Agent](https://www.servicenow.com/docs/access?context=agentic-conversations-vad&family=zurich&ft:locale=en-US) : Halt an agentic conversation mid-query by hovering over the send icon and selecting the interrupt flow icon when the icon changes. | | Australia | [Default model provider updated to third-party LLM](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. [Conversational Help](https://www.servicenow.com/docs/access?context=conversational-help-skills&family=australia&ft:locale=en-US) : The discovery of Conversational Help Skills from the Now Assist panel is no longer configured as auto-enabled. | [ ] ## Removed Between your current release family and Australia, some AI Admin Hub features or functionality were removed. {#dfrn3-aiadminhub-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 AI Admin Hub features or functionality were deprecated. {#dfrn3-aiadminhub-summary__entry__26} | Release | Release notes | |-|-| | Zurich | * In Patch 5, the Select Use Case drop-down menu was removed from the Agentic AI - ITSM tab. | | Australia | * Starting with the [Australia Patch 1](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US) release, Conversational Help Skills is no longer deployed, enhanced, or supported. For details, see the [Deprecation Process \[KB0867184\]](https://hi.service-now.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. | [ ] ## Activation information Review information on how to activate AI Admin Hub. {#dfrn3-aiadminhub-summary__entry__32} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : [Skills](https://www.servicenow.com/docs/access?context=now-assist-skills&family=australia&ft:locale=en-US) : AI features are available with activation of any ServiceNow Otto® plugin from [https://www.servicenow.com/docs/access?context=external.sn-app-store\&family=australia\&ft:locale=en-US](https://www.servicenow.com/docs/access?context=external.sn-app-store&family=australia&ft:locale=en-US). For AI Admin Hub in the ServiceNow® Store, see . Important: AI Admin Hub 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 AI Admin Hub we have noted them here. {#dfrn3-aiadminhub-summary__entry__38} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Additional requirements : The Next Experience UI Framework must be enabled before you can use the ServiceNow Otto panel. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for AI Admin Hub we have noted them here. {#dfrn3-aiadminhub-summary__entry__44} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Browser requirements : ServiceNow Otto supports various browsers, including Google Chrome and Microsoft Edge. ServiceNow Otto isn't supported in Internet Explorer. | [ ] ## Accessibility information Review details on accessibility information for AI Admin Hub, such as specific requirements or compliance levels. {#dfrn3-aiadminhub-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for AI Admin Hub we have noted them here. {#dfrn3-aiadminhub-summary__entry__56} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Localization information : ServiceNow Otto supports Dynamic Translation for Australia. | [ ] ## Highlight information If there are specific highlight considerations for AI Admin Hub we have noted them here. {#dfrn3-aiadminhub-summary__entry__62} | Release | Release notes | |-|-| | 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) * AI Admin Hub is the new AI experience brand. This change is reflected in the name of ServiceNow products. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Australia Patch 3](https://www.servicenow.com/docs/access?context=australia-patch-3&family=australia&ft:locale=en-US) * AI Guardian is enabled by default and detects prompt injection attempts and offensive content without manual activation. * Configure prompt injection detection separately for each generative AI skill. * Create knowledge articles with AI using files stored in Box. * Improve the clarity and accessibility of your articles with the AI-powered prompt Reading Ease scan. [Merge duplicate articles](https://www.servicenow.com/docs/access?context=merge-duplicate-articles&family=australia&ft:locale=en-US) : Merge selected duplicate knowledge articles into a new consolidated article with ServiceNow® Otto for Knowledge Management. The merge preserves references to source articles and helps maintain a clean, high‑quality knowledge base. | [ ]