--- 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 Sales Customer Relationship Management for Telecommunications release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Sales Customer Relationship Management 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) 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 Sales Customer Relationship Management for Telecommunications Release Notes for Upgrades from Zurich to Australia This consolidated release notes document assists ServiceNow customers in preparing for upgrading the ServiceNow Otto for Sales Customer Relationship Management for Telecommunications from the Zurich release family to Australia. It summarizes new features, changes, removals, deprecations, and important upgrade information spanning these releases. Show full answer Show less The document consolidates cross-family release updates and highlights any actions required before and after upgrading, ensuring a smooth transition to the Australia release. ## New Features * **AI Agents for Task and Order Management (Zurich releases):** Multiple AI agents were introduced to automate and enhance task planning and order fulfillment processes: * **Image to Task Plan Template Agent:** Processes uploaded images to extract task dependencies and create task plan templates for standardized fulfillment journeys. * **Order Enrichment Agent:** Collects customer order data, determines if enrichment is needed, and creates enrichment tasks, triggering the order fulfillment agent upon completion. * **Order Fulfillment Agent:** Uses historical data to identify and fulfill order tasks, leveraging large language models when historical data is insufficient. * **Move Order Voice AI Agent:** Automates move order capture by collecting customer and service details to streamline service relocation processes. * **Task Plan Templates:** Define tasks and their dependencies to orchestrate and standardize product fulfillment workflows. * **Access Control Configuration for AI Agents and Agentic Workflows:** Enables precise security settings for AI agents, including role-based access and user behavior (dynamic or AI user), ensuring controlled discovery and execution of AI-driven processes. No new features were introduced in the Australia release. ## Changes * **Now Assist Usage Measurement:** Transitioned from a 365-day look-back model to a 365-day burn-down model starting with Australia Early Access, aligning AI usage measurement with contract anniversary dates for more accurate usage tracking. * **Coral Theme:** Introduced as the default theme for new portals and mobile experiences, providing a modern, brand-neutral look with an optional dark mode to enhance user experience. No changes were made in the Australia release. ## Removals and Deprecations No features or functionalities were removed or deprecated between Zurich and Australia releases. ## Activation and Configuration * **Activation:** Now Assist features require activation of the ServiceNow Otto for TMT plugin. The product is available via the ServiceNow Store. * **Security Roles:** Additional role configurations are necessary for agentic workflows and AI agents to function correctly. Administrators must assign specific installed roles to users based on documentation for each AI component. * **Product Taxonomy Updates:** The product name changed from "Now Assist for Sales and Order Management for Telecommunications" to "ServiceNow Otto for Sales Customer Relationship Management for Telecommunications" to align with updated taxonomy without impacting functionality or existing configurations. ## Additional Considerations * No updates or changes were noted regarding browser requirements, accessibility, localization, or additional technical prerequisites for either Zurich or Australia releases. * Customers have the option to configure product workflows using a data-driven catalog subflow as an alternative to Flow Designer, offering greater flexibility in workflow implementation. * Automated processes reduce manual effort in customer move order capture and order fallout record creation based on order task work notes. ## Key Outcomes for ServiceNow Customers * Enhanced automation of sales and order management processes through AI agents improves operational efficiency and consistency. * Improved user experience with updated themes and usage measurement models supports better reporting and interface usability. * Clear security and activation requirements ensure controlled access and proper functioning of AI-driven features. * Consistent product naming and taxonomy reduce confusion and align with ServiceNow's broader product portfolio standards. * Flexible workflow configuration options empower customers to tailor fulfillment processes to their specific needs. Consolidated page of all release notes for ServiceNow Otto for Sales Customer Relationship Management for Telecommunications 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 Sales Customer Relationship Management 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 ServiceNow Otto for Sales Customer Relationship Management for Telecommunications to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Image to task plan template AI agent](https://www.servicenow.com/docs/access?context=now-assist-task-template-generation-somt&family=zurich&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. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US)[Order enrichment agent](https://www.servicenow.com/docs/access?context=order-enrichment-agent-somt&family=zurich&ft:locale=en-US) : Use the order enrichment AI agent to collect the customer order information, identify if the order needs enrichment, and create the enrichment tasks. The AI agent creates a task and triggers the order fulfillment AI agent on its completion. [Order fulfillment agent](https://www.servicenow.com/docs/access?context=order-fulfillment-agent-somt&family=zurich&ft:locale=en-US) : Use the order fulfillment agent to identify the tasks for domain orders using historical data from similar orders. After decomposition, the fulfillment AI agent creates and fulfills order tasks by checking the historical and applicable tasks. [Task plan template](https://www.servicenow.com/docs/access?context=somt-flow-action-catalog-task&family=zurich&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=zurich&ft:locale=en-US) : Use this agent to help you create a move order capture journey by collecting details such as the customer's name, current service location, product offering, and new service address. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=zurich&ft:locale=en-US) : Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. | | Australia | No updates for this release. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Sales Customer Relationship Management for Telecommunications features. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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). 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 ServiceNow Otto for Sales Customer Relationship Management for Telecommunications features or functionality were removed. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications features or functionality were deprecated. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Now Assist features are available with activation of the ServiceNow Otto for TMT 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 Sales CRM for Telecommunications 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 Sales Customer Relationship Management for Telecommunications we have noted them here. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications we have noted them here. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications we have noted them here. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications we have noted them here. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-summary__entry__62} | Release | Release notes | |-|-| | Zurich | * Use the task template generation agent to create a task plan template for the given specification based on the uploaded image file. * Now Assist for Sales and Order Management for Telecommunications is now known as ServiceNow Otto for Sales Customer Relationship Management for Telecommunications to align with the updated product taxonomy. There is no change to functionality or existing customer configurations. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Sales and Order 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. * 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) * Collects the customer order information, identifies if the order needs enrichment, and creates the enrichment tasks. On closure of the enrichment task, it invokes the order fulfillment agent. * Uses the historic order tasks to create the order tasks. If the historic data doesn't return any results, the large language model (LLM) is used to get the response. * Checks the automation flow and fulfill order tasks. * Additional role configuration required for agentic workflows and AI agents included with your applications. * Automatically create the fallout records based on reported issues in the order task work notes. * 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 [ServiceNow Otto for Sales Customer Relationship Management for Telecommunications](https://www.servicenow.com/docs/access?context=somt-now-assist&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | [ ]