--- 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 Sales CRM for Telecommunications release notes for upgrades from Zurich to Australia # Combined Sales CRM for Telecommunications 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) 4 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 Sales CRM for Telecommunications release notes for upgrades from Zurich to Australia This consolidated release notes document provides a comprehensive guide for ServiceNow customers upgrading the Sales CRM for Telecommunications product from the Zurich release to the Australia release. It summarizes new features, changes, deprecations, and activation information to help you prepare and successfully complete the upgrade. Show full answer Show less ## Key Features * **Image to Task Plan Template AI Agent:** Automates extraction of task dependencies from uploaded images to create standardized task plan templates, enhancing fulfillment process orchestration. * **ServiceNow AI Platform Licensing Tiers:** Introduces three AI licensing tiers---Foundation, Advanced, and Prime---granting access to differentiated AI capabilities such as generative AI skills and agentic workflows based on license level. * **Order Fallout AI Agent:** Enables automatic creation of fallout records mapped to existing fallout types, streamlining error tracking and follow-up processes. * **Move Order Voice AI Agent:** Supports automated capture of customer move order details via voice interaction, reducing manual data entry effort. * **Task Plan Template:** Allows definition of tasks and dependencies to standardize and orchestrate product fulfillment journeys across offerings. ## Key Changes * **Now LLM Service Deprecation:** The Now LLM Service is no longer the default large language model provider for new or inactive AI assets; a third-party LLM is selected by default. Existing configurations remain unchanged, and manual selection of the Now LLM Service is still available. * **Product Renaming:** The product name changed from Sales Customer Relationship Management for Telecommunications (SOMT) to Sales CRM for Telecommunications to align with updated product taxonomy without impacting functionality or configuration. * **Branding:** From Zurich Patch 12 onwards, ServiceNow Otto® is the new AI experience brand, reflected across related products. Your entitlements and access to features remain unchanged. * **Configuration Options:** Customers can now configure product workflows using the data-driven catalog subflow as an alternative to Flow Designer, providing more implementation flexibility. ## Activation and Upgrade Guidance * **Installation:** Sales CRM for Telecommunications must be installed via the ServiceNow Store by requesting the Order Management app for telecom, media, and technology. * **Upgrade Preparation:** Review and complete all pre- and post-upgrade tasks as outlined to ensure a smooth transition from Zurich to Australia. ## Additional Information * No updates were made for browser requirements, accessibility, localization, or additional product requirements between Zurich and Australia releases. * No features or functionality were removed or deprecated in this upgrade cycle. ## Practical Impact for ServiceNow Customers Upgrading to the Australia release enhances your Sales CRM for Telecommunications capabilities with AI-driven automation agents that improve task planning, error tracking, and customer move order processing. The introduction of AI licensing tiers allows you to tailor AI functionality to your organization's needs and budget. Branding updates and product renaming reflect organizational alignment without impacting your existing setups. The added flexibility in workflow configuration enables more efficient product management. Following activation instructions and upgrade tasks ensures continuity and leverages new features effectively. Consolidated page of all release notes for Sales CRM for Telecommunications from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Sales CRM for Telecommunications 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 Sales CRM for Telecommunications to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-salescrmfortelecommunications-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 Sales CRM for Telecommunications. {#dfrn3-salescrmfortelecommunications-summary__entry__8} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Image to task plan template AI agent](https://www.servicenow.com/docs/access?context=now-assist-task-template-generation-somt&family=australia&ft:locale=en-US) : Use this agent to process an uploaded image file, extract task dependencies and store them as a task plan template for the given specification. [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US) : The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: * Foundation: AI basics to deliver insights * Advanced: AI to boost productivity across relevant use cases * Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. [Order fallout AI agent](https://www.servicenow.com/docs/access?context=now-assist-order-fallout-somt&family=australia&ft:locale=en-US) : Automatically create fallout records mapped to existing fallout types for streamlined error tracking and follow-up. [Task plan template](https://www.servicenow.com/docs/access?context=somt-flow-action-catalog-task&family=australia&ft:locale=en-US) : Define tasks and their dependencies using the task plan template to orchestrate the fulfillment journey for a product to standardize fulfillment processes across products. [Move order voice AI agent](https://www.servicenow.com/docs/access?context=now-assist-move-order-somt&family=australia&ft:locale=en-US) : Use this agent to create a move order capture journey. The agent collects details such as the customer's name, current service location, product offering, and new service address. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing Sales CRM for Telecommunications features. {#dfrn3-salescrmfortelecommunications-summary__entry__14} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. | [ ] ## Removed Between your current release family and Australia, some Sales CRM for Telecommunications features or functionality were removed. {#dfrn3-salescrmfortelecommunications-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 Sales CRM for Telecommunications features or functionality were deprecated. {#dfrn3-salescrmfortelecommunications-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 Sales CRM for Telecommunications. {#dfrn3-salescrmfortelecommunications-summary__entry__32} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : Install Order Management for telecom, media, and tech 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: Sales CRM for Telecommunications 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 Sales CRM for Telecommunications we have noted them here. {#dfrn3-salescrmfortelecommunications-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 Sales CRM for Telecommunications we have noted them here. {#dfrn3-salescrmfortelecommunications-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 Sales CRM for Telecommunications, such as specific requirements or compliance levels. {#dfrn3-salescrmfortelecommunications-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 Sales CRM for Telecommunications we have noted them here. {#dfrn3-salescrmfortelecommunications-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 Sales CRM for Telecommunications we have noted them here. {#dfrn3-salescrmfortelecommunications-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) * Starting with Zurich Patch 12, ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Telecommunications, Media, and Technology (TMT). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Australia Patch 3](https://www.servicenow.com/docs/access?context=australia-patch-3&family=australia&ft:locale=en-US) * Use the task template generation agent to create a task plan template for the given specification based on the uploaded image file. [Australia Patch 2](https://www.servicenow.com/docs/access?context=australia-patch-2&family=australia&ft:locale=en-US) * Sales Customer Relationship Management for Telecommunications (SOMT) is now known as Sales Customer Relationship Management for Telecommunication (Sales CRM for Telecommunications) to align with the updated product taxonomy. There is no change to functionality or existing customer configurations. [Australia Patch 1](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US) * Automatically create the fallout records based on reported issues in the order task work notes. Australia Early Availability * Provide customers with the option to configure product workflows using the data-driven catalog subflow as an alternative to Flow Designer, giving more options for implementing product configurations. * Automate the customer move order capture journey to reduce the manual effort. See [Sales Customer Relationship Management for Telecommunications](https://www.servicenow.com/docs/access?context=sales-crm&family=australia&ft:locale=en-US) for more information. | [ ]