--- 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 Order Management release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Order Management 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) 6 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 Order Management Release Notes for Upgrades from Zurich to Australia This consolidated release notes page details the updates for ServiceNow Otto for Order Management from the Zurich release through to the Australia release. It is designed to assist ServiceNow customers in preparing for their upgrade by summarizing key new features, changes, activations, and other relevant information across releases. Show full answer Show less Notably, there are no updates specifically in the Australia release, with all new features and changes introduced during the Zurich release or its patches. ## New Features Introduced (Zurich Release) * **AI-Powered Invoice Case Management:** Customers can report quantity-related invoice disputes via an AI virtual assistant on the Business Portal. The assistant uses natural language to validate details, create cases, autonomously resolve eligible disputes through credit notes or replacement orders, or escalate to human agents when necessary. * **Voice Assistant for Invoice Disputes:** Enables customers to use voice commands to report invoice disputes, capturing details conversationally and creating cases or escalating to live agents as needed. * **Human Agent Handoff with Context Transfer:** Complex disputes can be seamlessly escalated to live agents with full conversation context transferred to Configurable Workspace, avoiding repetition and improving customer experience. * **Now Assist for Invoice Case Resolution:** Provides agents with insights on similar cases and resolution patterns to accelerate dispute handling and improve consistency. * **Automated Email Notifications:** Customers receive emails at key points in the invoice case lifecycle, including confirmations, resolution details, and next steps. * **Return Merchandise Authorization (RMA) AI Agent:** Automates entitlement checks with real-time warranty validation, selects resolution options requiring customer approval, proactively updates customers, and handles multi-intent email queries. * **Manage Order Operations Agent:** Activatable on the Business Portal, this AI agent enables customers to create order cases via chat or voice, intelligently categorizing requests such as expedited delivery, reducing manual input and speeding resolution. * **Order Summarization:** Generates unified summaries of complex orders to improve response accuracy, track changes, minimize errors, monitor task deadlines, and assist in prioritization and resource assignment. ## Changes to Existing Features * **Now Assist Usage Measurement:** Starting with Australia Early Access, AI usage tracking changed from a 365-day look-back to a 365-day burn-down model, resetting at the contract anniversary date. This impacts how AI consumption is monitored and reported. ## Removed and Deprecated Features No features or functionalities were removed or deprecated between Zurich and Australia releases. ## Activation and Additional Requirements * ServiceNow Otto for Order Management must be requested from the ServiceNow Store and installed via the ServiceNow Application Manager. * Starting with Zurich, RMA Case Management no longer supports mobile devices and Internet Explorer. * No additional activation or browser requirements changes were introduced in the Australia release. ## Key Outcomes for ServiceNow Customers * Enhanced customer self-service capabilities through AI-powered chat and voice assistants for invoice disputes and order management, improving speed and accuracy of case handling. * Improved agent productivity and customer experience via seamless handoffs, contextual information transfers, and AI-assisted resolution recommendations. * Automated entitlement validation and case management for RMA processes reduce manual effort and improve case handling consistency. * Upgraded AI usage measurement ensures more accurate tracking aligned to contract periods. * Clear upgrade guidance ensures smooth transition from Zurich to Australia with no feature regressions or removals to disrupt existing workflows. Consolidated page of all release notes for ServiceNow Otto for Order Management 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 Order Management 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 Order Management to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforordermanagement-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 Order Management. {#dfrn3-servicenowottoforordermanagement-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [AI-powered invoice case management for customers](https://www.servicenow.com/docs/access?context=dispute-invoice-issues-now-assist&family=zurich&ft:locale=en-US) : Enable customers to report quantity-related invoice disputes through an AI-powered virtual assistant on the Business Portal. Customers can describe the discrepancies through natural conversation, and the assistant validates details, creates cases, and autonomously resolves eligible disputes by issuing credit notes or replacement orders, or connects customers with a human agent when needed. [Invoice dispute intake with voice assistant](https://www.servicenow.com/docs/access?context=now-assist-invoice-mgmt-voice-aiagent&family=zurich&ft:locale=en-US) : Enable customers to report quantity-related invoice disputes using voice commands through an AI-powered voice assistant on the Business Portal. Customers can describe discrepancies through natural speech and the assistant captures dispute details to create invoice cases or connects customers with a human agent. [Human agent handoff with context transfer](https://www.servicenow.com/docs/access?context=resolve-invoice-case-now-assist-agent&family=zurich&ft:locale=en-US) : Help customers to escalate complex disputes seamlessly to a live agent. The full conversation context, including invoice details, dispute reason, and prior AI actions are transferred to the CSM/FSM Configurable Workspace, enabling live agents to continue without asking customers to repeat information. [Now Assist for invoice case resolution](https://www.servicenow.com/docs/access?context=resolve-invoice-case-now-assist-agent&family=zurich&ft:locale=en-US) : Help accelerate invoice dispute resolution by surfacing similar cases and common resolution patterns in the Now Assist panel. Agents can request help with an invoice case to view how similar disputes were resolved, reducing research time and improving consistency. [Automated email notifications for invoice cases](https://www.servicenow.com/docs/access?context=now-assist-order-management-using&family=zurich&ft:locale=en-US) : Keep customers informed with automated email notifications at key points in the invoice case life cycle, including case creation confirmation, resolution details with credit note or replacement order information, and the next steps for cases requiring human review. [Return Merchandise Authorization](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&family=zurich&ft:locale=en-US) : Leverage the RMA AI agent for automated entitlement and case handling with the following features: * Automates entitlement checks with real‑time warranty validation * Selects best‑fit resolution and sends for customer approval * Generates recommended actions when no valid entitlement is found * Provides proactive case updates and follow‑ups * Answers customer queries and handles multi‑intent emails [Enable the manage order operations agent in the Business Portal](https://www.servicenow.com/docs/access?context=enable-manage-order-operations-ai-agent&family=zurich&ft:locale=en-US) : Activate the manage order operations agent so that you can make the agent available to your customers on the Business Portal. [Request order changes using Now Assist](https://www.servicenow.com/docs/access?context=request-order-changes-now-assist&family=zurich&ft:locale=en-US) : Use the manage order operations agent to provide a seamless experience to your customers on the Business Portal, enabling them to create order cases using a virtual assistant effortlessly. The AI agent can intelligently categorize requests for expedited delivery by creating order-related cases linked directly to the specific order, significantly reducing manual case creation and speeding up resolution times. Interaction channels include chat and voice options. [Summarize an order](https://www.servicenow.com/docs/access?context=now-assist-order-mgmt-summarize-order&family=zurich&ft:locale=en-US) : Generate a summary of a complex order for a unified view of the order's current state to: * Respond confidently to customer queries with accurate, real-time order status. * Track changes and validate details to maintain consistency and transparency. * Minimize errors and improve communication across suppliers and partners. * Monitor tasks that are at risk of missing deadlines. * Assign tasks to appropriate resources based on priority and skill. * Make rapid prioritization decisions to avoid delays and help ensure timely fulfillment. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Order Management features. {#dfrn3-servicenowottoforordermanagement-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [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). | | Australia | No updates for this release. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for Order Management features or functionality were removed. {#dfrn3-servicenowottoforordermanagement-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 Order Management features or functionality were deprecated. {#dfrn3-servicenowottoforordermanagement-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 Order Management. {#dfrn3-servicenowottoforordermanagement-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Request the ServiceNow Otto for Order Management application from the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/application/b75a55a63f71b6108428dd8d001f8bca) and install it using the ServiceNow® Application Manager. For more information, see [Install an application](https://www.servicenow.com/docs/access?context=t_InstallApplications&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for Order Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Order Management we have noted them here. {#dfrn3-servicenowottoforordermanagement-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 Order Management we have noted them here. {#dfrn3-servicenowottoforordermanagement-summary__entry__44} | Release | Release notes | |-|-| | Zurich | Browser requirements : Starting with the Zurich release, RMA Case Management for Sales Customer Relationship Management doesn't support mobile devices and Internet Explorer. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | | Australia | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Order Management, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforordermanagement-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 Order Management we have noted them here. {#dfrn3-servicenowottoforordermanagement-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 Order Management we have noted them here. {#dfrn3-servicenowottoforordermanagement-summary__entry__62} | Release | Release notes | |-|-| | Zurich | [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Enable business-to-business (B2B) customers to create invoice dispute cases through AI-powered chat and voice assistants that guide them through conversational dispute intake on the Business Portal. * Provide uninterrupted handoff to human agents to support complex use cases, with full conversation context transferred to the CSM/FSM Configurable Workspace. * RMA AI agent for automated RMA entitlement and intelligent case handling. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * Enable B2B customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language using the manage order operations agent. * Summarize complex orders across products, services, and fulfillment tasks, enabling agents to quickly understand status, take the right actions, and avoid navigating fragmented views to make the next steps easier and improving productivity. See [ServiceNow Otto for Order Management](https://www.servicenow.com/docs/access?context=now-assist-order-management&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]