--- 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 Customer Engagement Sequences release notes for upgrades from Zurich to Australia # Combined Customer Engagement Sequences release notes for upgrades from Zurich to Australia {#ariaid-title1} Release version: Australia Updated November 5, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 Customer Engagement Sequences Release Notes for Upgrades from Zurich to Australia This document consolidates all release notes related to Customer Engagement Sequences (CES) upgrades from the Zurich release to Australia. It provides ServiceNow customers with essential information on new features, changes, and upgrade tasks to prepare and optimize their use of CES during the upgrade process. Show full answer Show less ## Important Upgrade Information * If sequences were configured with the **Schedule call activity** before the Zurich release, this activity is now labeled as *Schedule call - Deprecated* in Workflow Studio. Existing sequences will continue to work, but the **click-to-call** icon will not appear during runtime. * To restore click-to-call functionality, customers must update CES to use the new **Schedule call activity** introduced in the Australia release. ## Key Features Introduced Between Zurich and Australia * **Multi-trigger sequences with decision branches** enable starting sequences based on multiple conditions and adding decision nodes to direct workflow progression dynamically. * **Schedule call activity for telesales workflows** automates structured call attempts, including delays and outcome-based branching, helping agents follow optimized, repeatable engagement processes. * **Runtime permissions and granular role-based access control** provide fine-grained management of sequence records with roles such as admins (full control), writers (manage own sequences), executors (read-only access), and readers. * **Sequence review and enablement** features allow sales operations to optimize and share high-performing sequences across territories, promoting best practices. * **No-code playbook interface** empowers admins to configure multi-step sequences without developer dependency. * **Predefined sequence tasks** ensure consistent messaging, effective objection handling, personalization of outreach, and reduction of manual effort, improving agent efficiency and engagement rates. ## Visual and Accessibility Updates * The **Coral theme** became the default for new portals, web, and mobile experiences, offering a fresh, brand-neutral look. * A **dark theme option** is available to enhance readability and reduce eye strain on web and mobile platforms. ## Activation and Installation Customer Engagement Sequences must be installed by requesting it from the **ServiceNow Store**. This applies for both Zurich and Australia releases. Customers should consult the ServiceNow Store version history for cumulative release notes and activation guidance. ## Additional Notes * No specific updates were made for browser requirements, localization, or accessibility between Zurich and Australia releases, aside from the dark theme introduction. * No features were removed or deprecated in this upgrade cycle. ## What Customers Can Expect By upgrading to Australia, ServiceNow customers will benefit from enhanced sequence configuration flexibility, improved telesales automation, and stronger security controls via role-based permissions. The no-code interface reduces reliance on development resources, accelerating sequence deployment and optimization. Updated call scheduling improves agent productivity through integrated click-to-call capabilities. The new Coral and dark themes enhance user experience across digital touchpoints. Overall, these improvements support more personalized, efficient, and scalable customer engagement workflows. Consolidated page of all release notes for Customer Engagement Sequences from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Engagement Sequences 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 Customer Engagement Sequences to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customerengagementsequences-summary__entry__2} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Upgrade information : If you configured sequences with the Schedule call activity on a release before Zurich, the activity is now labeled Schedule call - Deprecated in the activity picker in Workflow Studio. Existing sequences continue to work, but the Call icon doesn't appear on the Callback number field on the Sequence Steps page during runtime. To enable the click-to-call capability, update the Customer Engagement Sequences application to use the new Schedule call activity. | [ ] ## New features Between your current release family and Australia, new features were introduced for Customer Engagement Sequences. {#dfrn3-customerengagementsequences-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Multi-trigger sequences with decision branches for stages](https://www.servicenow.com/docs/access?context=define-trigger-conditions&family=zurich&ft:locale=en-US) : Configure the sequences playbook to start based on multiple conditions across entities, eliminating the need for separate sequences for similar workflows. Add a decision node between stages to determine which stage to run next, based on the outcome of the previous stage. [Schedule call activity for telesales workflows](https://www.servicenow.com/docs/access?context=add-schedule-call-activity&family=zurich&ft:locale=en-US) : Design sequences with the new Scheduled call activity to automate structured call attempts, including delays and outcome-based branching, directly from the playbook interface. This helps agents follow a repeatable, optimized process for engaging prospects or customers in telesales workflows. [Runtime permissions and fine-grained access control](https://www.servicenow.com/docs/access?context=configure-runtime-permission-sequence-playbooks&family=zurich&ft:locale=en-US) : Enforce runtime permissions to control access to sequence records such as sequence tasks and steps. [Granular role framework](https://www.servicenow.com/docs/access?context=components-installed-customer-engagement-sequences&family=zurich&ft:locale=en-US) : Assign role-based access for sequence admins, writers, executors, and readers. Sequence admins have full control, writers manage their own sequences, executors (formerly viewers) have read-only access to sequences and sequence task records, and readers view sequence records. For more information, see [Compatibility information](https://www.servicenow.com/docs/access?context=compatibility-matrix-upgrade-info&family=zurich&ft:locale=en-US). [Review sequences](https://www.servicenow.com/docs/access?context=view-sequence-design-time&family=zurich&ft:locale=en-US)View sequences : Enable the sales operations teams to optimize and share the high-performing sequences across territories to promote best practices across the organization. [No-code interface for admins to configure sequences](https://www.servicenow.com/docs/access?context=configuring-customer-engagement-sequences&family=zurich&ft:locale=en-US) : Configuring multi-step sequences that define specific activities using a no-code playbook experience reduces dependency on developers. [Sequence tasks with predefined activities for agents](https://www.servicenow.com/docs/access?context=execute-sequence-steps&family=zurich&ft:locale=en-US) : Predefined activities provide the following advantages to your agents: * Ensure consistent messaging and effective objection handling using clearly defined steps that dynamically adapt to customer responses. * Follow a repeatable, optimized process for engaging prospects or customers. * Avoid communications from sounding generic and improve engagement rates by customizing a prospect's name, company, and other details. * Reduce the chance of missing a follow-up, promoting consistency in outreach and reduction in manual effort. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Customer Engagement Sequences features. {#dfrn3-customerengagementsequences-summary__entry__14} | Release | Release notes | |-|-| | Zurich | Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some Customer Engagement Sequences features or functionality were removed. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences features or functionality were deprecated. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences. {#dfrn3-customerengagementsequences-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install Customer Engagement Sequences by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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=zurich&ft:locale=en-US). Important: Customer Engagement Sequences is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install Customer Engagement Sequences 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: Customer Engagement Sequences 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 Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences, such as specific requirements or compliance levels. {#dfrn3-customerengagementsequences-summary__entry__50} | Release | Release notes | |-|-| | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | Australia | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-summary__entry__62} | Release | Release notes | |-|-| | Zurich | * Design sequences to initiate workflows from multiple record-based events, with outcome-based decision nodes between stages, and runtime permissions. * Control access to various features and capabilities using the new granular roles. * Enable click-to-call for agents by configuring the Schedule Call activity and integrating with platforms such as Amazon Connect. * Automate and personalize customer journeys with a no-code playbook interface and guided task flows. * Drive high-impact telesales scenarios such as product surveys, lead qualification, and proactive engagement campaigns. See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=zurich&ft:locale=en-US) for more information. | | Australia | * Enable click-to-call for agents using the new Schedule call activity that supports runtime outbound calling from sequence tasks. See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=australia&ft:locale=en-US) for more information. | [ ]