--- 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 ServiceNow Otto for Care Team Operations release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Care Team Operations 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) 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 ServiceNow Otto for Care Team Operations Release Notes for Upgrades from Zurich to Australia This consolidated release notes document provides ServiceNow customers with a comprehensive summary of updates, new features, and important upgrade considerations forServiceNow Otto for Care Team Operationsfrom the Zurich release through to the Australia release. It is designed to assist customers in preparing for their upgrade by outlining what has changed, what remains the same, and how to activate and use the product effectively post-upgrade. Show full answer Show less ## Key Features and Enhancements * **ServiceNow AI Platform Licensing Tiers (Australia release):** Introduction of three AI licensing tiers---Foundation (basic AI insights), Advanced (enhanced productivity), and Prime (full autonomous AI capabilities with custom workflows and agents). These tiers determine user access to features and AI capabilities within Care Team Operations. * **Rebranding and Naming:** Starting with Australia Patch 5, *Now Assist for Care Team Operations* is renamed **ServiceNow Otto® for Care Team Operations** without changes to product entitlements. * **Support Request Creation via Virtual Agent:** Users can now create support requests for healthcare IT, biomed, facilities, and environmental services conversationally using Now Assist in Virtual Agent. This feature leverages AI agents to clarify and validate requests through the Care Team Portal and Care Team Mobile, improving request accuracy and resolution efficiency. ## Upgrade and Activation Guidance * Before upgrading to Australia, customers should carefully review and complete the relevant pre- and post-upgrade tasks outlined in the release notes. * The product can be activated by requesting it from the **ServiceNow Store**, which also provides access to cumulative release notes and related applications. * Now Assist for Healthcare Operations is available separately in the ServiceNow Store and is related to the Care Team Operations offerings. ## Other Important Information * No features or functionalities were removed, deprecated, or changed significantly between Zurich and Australia releases. * There were no updates related to browser requirements, accessibility, localization, or other additional requirements during this upgrade path. * Customers should verify their specific product entitlements to determine access to new AI features and capabilities. ## What Customers Can Expect Upgrading to Australia enhances the ServiceNow Otto for Care Team Operations experience by providing more flexible AI licensing options and improved support request workflows integrated with Virtual Agent. Customers benefit from conversational, AI-driven request intake, leading to streamlined operations and more accurate case management. The product's rebranding to ServiceNow Otto® reflects its evolving capabilities while maintaining existing entitlements and integrations. Consolidated page of all release notes for ServiceNow Otto for Care Team Operations from Zurich to Australia. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Care Team Operations 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 ServiceNow Otto for Care Team Operations to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforcareteamoperations-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 ServiceNow Otto for Care Team Operations. {#dfrn3-servicenowottoforcareteamoperations-summary__entry__8} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [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. [Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&ft:locale=en-US) : Starting with Australia Patch 5, Now Assist for Care Team Operations is now ServiceNow Otto® for Care Team Operations. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Create support requests using Now Assist in Virtual Agent](https://www.servicenow.com/docs/access?context=hcls-agentic-ai-use-cases&family=australia&ft:locale=en-US) : Create support requests for healthcare IT, biomed, facilities, or environmental services departments through Now Assist in Virtual Agent conversationally. This workflow resolves missing or unclear details through clarifying questions. It validates the request using the Care team operations case Intake and Care team operations case Creation AI agents. This feature is available in Care Team Portal and Care Team Mobile. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Care Team Operations features. {#dfrn3-servicenowottoforcareteamoperations-summary__entry__14} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for Care Team Operations features or functionality were removed. {#dfrn3-servicenowottoforcareteamoperations-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 ServiceNow Otto for Care Team Operations features or functionality were deprecated. {#dfrn3-servicenowottoforcareteamoperations-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 ServiceNow Otto for Care Team Operations. {#dfrn3-servicenowottoforcareteamoperations-summary__entry__32} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : Install ServiceNow Otto for Care Team Operations 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: Now Assist for Healthcare Operations 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 ServiceNow Otto for Care Team Operations we have noted them here. {#dfrn3-servicenowottoforcareteamoperations-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 ServiceNow Otto for Care Team Operations we have noted them here. {#dfrn3-servicenowottoforcareteamoperations-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 ServiceNow Otto for Care Team Operations, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforcareteamoperations-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 ServiceNow Otto for Care Team Operations we have noted them here. {#dfrn3-servicenowottoforcareteamoperations-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 ServiceNow Otto for Care Team Operations we have noted them here. {#dfrn3-servicenowottoforcareteamoperations-summary__entry__62} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Use the conversational abilities of Now Assist in Virtual Agent in Care Team Portal or Care Team Mobile to create requests for support departments. Starting with Australia Patch 5, Now Assist for x is now ServiceNow Otto® for TPRM. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. See [ServiceNow Otto for Care Team Operations](https://www.servicenow.com/docs/access?context=now-assist-for-healthcare-and-life-sciences&family=australia&ft:locale=en-US) for more information. | [ ]