--- 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 Retail Service Management (RSM) release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Retail Service Management (RSM) 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 Retail Service Management (RSM) Release Notes for Upgrades from Zurich to Australia This consolidated release notes document is designed to help ServiceNow customers smoothly upgrade ServiceNow Otto for Retail Service Management (RSM) from the Zurich release family to Australia. It summarizes new features, changes, removals, deprecations, and activation information relevant to the upgrade process, providing a clear guide to what to expect and how to prepare. Show full answer Show less ## Key Features * **Retail Store Inquiry Agent (Zurich Patch 4)**: Introduces an AI-powered assistant that supports retail store support agents by: * Automatically parsing store inquiries to identify key topics such as discount policies, returns, and exceptions. * Performing intelligent policy lookups across multiple sources including past cases and Knowledge Base articles to provide precise guidance. * Drafting suggested responses with clear policy language and traceable source references. * Learning progressively from resolved cases to enhance future responses. * Allowing users to accept, edit, or reject suggested resolutions with automatic updates to case notes and status. * Providing tools for case management such as updating case details, fetching similar cases, retrieving metadata for links, and getting current case information. * **Now Assist Usage Measurement Change (Zurich Patch 5)**: Starting with Australia Early Access, the AI usage measurement model changes from a 365-day look-back to a 365-day burn-down model, resetting usage at the contract anniversary date. This affects how AI consumption is tracked and billed. ## Important Upgrade Information * There are no updates or changes specific to the Australia release beyond those carried forward from Zurich patches. * Before upgrading to Australia, customers should complete any specified pre- and post-upgrade tasks to ensure a smooth transition. * The ServiceNow Otto for RSM plugin activation requires the `com.sn.now.platform` plugin. Activation details and installation instructions are available in the documentation and the ServiceNow Store. ## Other Considerations * No features or functionalities were removed or deprecated between Zurich and Australia releases. * There are no new or changed browser requirements, accessibility considerations, localization considerations, or additional requirements noted for these releases. * If a release had no updates for a particular feature area, this is explicitly mentioned for clarity. ## What Customers Can Expect * Enhanced AI assistance for retail store support agents that improves efficiency and accuracy in case handling. * Improved AI usage tracking aligned with contract terms starting with the Australia release. * A straightforward upgrade path with minimal changes to existing functionality beyond AI agent improvements and usage measurement updates. * Access to the ServiceNow Otto for RSM capabilities through proper plugin activation and ServiceNow Store availability. Consolidated page of all release notes for ServiceNow Otto for Retail Service Management (RSM) 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 Retail Service Management (RSM) 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 Retail Service Management (RSM) to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM). {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__12} | AI agent capabilities | Description | |-|-| | Automated inquiry parsing | Analyzes incoming questions from stores and identifies key topics like discount policy, returns, and exceptions. It accurately categorizes and tags these inquiries, streamlining the processing and response to store queries. | | Intelligent policy look-up | Searches across multiple sources---such as past resolved cases, Knowledge Base articles, and their attached documents---to deliver precise and contextually relevant guidance. | | Response drafting with policy references | Automatically generates a suggested reply using clear policy language and provides the accurate source of the suggested reply for traceability by attaching or linking the reply. | | Learning from resolved cases | Continuously improves by indexing newly resolved inquiries, which expands its ability to respond to similar future cases. | | Update case information | Enables users to accept, edit, or reject the suggested resolution, and automatically updates the case resolution notes and status for accepted or edited responses, or adds work notes for rejected responses. | [Table 1. Retail store inquiry agent capabilities] [Store inquiry AI agent](https://www.servicenow.com/docs/access?context=agentic-workflows-now-assist-retail&family=zurich&ft:locale=en-US) : The store inquiry AI agent is an intelligent assistant designed to support retail store support agents in efficiently managing and resolving cases. New tools or scripts have been added to support store inquiry case management, including: * Updating case details: Modifying the current information about a case, such as adding resolution information or updating work notes. * Fetching similar cases: Retrieving past cases that have similar descriptions to the current case. * Retrieving metadata for selectable links: Gathering information about a source (like a case or document) to create a selectable link to it. * Get case details: Retrieving the current information about a case, such as its short description. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Retail Service Management (RSM) features. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__26} | 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 Retail Service Management (RSM) features or functionality were removed. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__32} | 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 Retail Service Management (RSM) features or functionality were deprecated. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__38} | 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 Retail Service Management (RSM). {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__44} | Release | Release notes | |-|-| | Zurich | Activation information : The ServiceNow Otto for RSM plugin is available with activation of com.sn.now.platform plugin. For more information, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for RSM 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 Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__50} | 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 Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__56} | 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 Retail Service Management (RSM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__62} | 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 Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__68} | 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 Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__74} | Release | Release notes | |-|-| | Zurich | [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 retail store support agents to use the store inquiry Al agent to: * Search multiple knowledge sources to generate clear, traceable responses and flag uncertain cases for human review. * Improve with every resolved query and seamlessly fit into HQ workflows with tailored suggestions. | | Australia | No updates for this release. | [ ]