--- 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 October 8, 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 consolidated release notes page helps ServiceNow customers prepare for upgrading Customer Engagement Sequences from Zurich through to Australia releases. It summarizes key new features, changes, deprecated functionality, and activation instructions relevant to the upgrade process. The notes emphasize practical upgrade steps, feature enablement, and improvements to customer engagement workflows. Show full answer Show less ## Important Upgrade Information * If you configured sequences with the **Schedule call activity** before Zurich, the activity is now labeled *Schedule call - Deprecated* in Workflow Studio's activity picker. * Existing sequences will continue to work, but the call icon will not appear on the callback number field during runtime. * To restore click-to-call functionality, update to the new Schedule call activity available in Customer Engagement Sequences for Australia. ## Key Features Introduced (Zurich Release) * **Multi-trigger sequences with decision branches:** Start sequences based on multiple conditions across entities, and insert decision nodes between stages for dynamic path selection. * **Schedule call activity for telesales workflows:** Automate structured call attempts with delays and outcome-based branching in the playbook interface, enabling agents to follow optimized telesales processes. * **Runtime permissions and granular role-based access control:** Define roles such as admins, writers, executors (read-only), and readers to manage sequence access and execution securely. * **No-code sequence configuration:** Admins can build multi-step sequences with predefined activities using an intuitive playbook interface, reducing developer dependency. * **Sequence tasks with predefined activities:** Ensure consistent messaging, dynamic customer personalization, and repeatable, optimized engagement steps for agents. * **Sequence sharing and review:** Sales operations teams can review and enable high-performing sequences across territories to promote best practices. ## Changes and Deprecations * **Coral theme introduced in Zurich:** Default theme for portals and mobile/web experiences with Next Experience or Core UI, including a dark theme option to reduce eye strain. * **No updates or removals in Australia release:** Australia does not introduce new changes or deprecations beyond enabling the new Schedule call activity. ## Activation and Installation Customer Engagement Sequences must be installed by requesting the application from the ServiceNow Store. This applies to both Zurich and Australia releases. For ongoing maintenance, use the ServiceNow Store version history release notes to track updates. ## Additional Notes * No changes to browser requirements, accessibility compliance, or localization were introduced between Zurich and Australia releases. * The new Coral theme with dark mode enhances accessibility and user experience. ## Practical Impact for ServiceNow Customers * After upgrading to Australia, ensure you update sequences to use the new Schedule call activity to enable click-to-call functionality. * Leverage multi-trigger sequences and decision branches to create more flexible and outcome-driven workflows. * Use the no-code playbook interface to design and automate customer engagement journeys without developer assistance. * Apply granular role permissions to maintain security and proper access control across your sequence users. * Utilize predefined sequence tasks to standardize agent outreach and improve customer engagement effectiveness. 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. | [ ]