--- 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 Telecommunications, Media, and Technology (TMT) release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Telecommunications, Media, and Technology (TMT) 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) 8 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 Telecommunications, Media, and Technology (TMT) Release Notes for Upgrades from Zurich to Australia This consolidated release notes document provides ServiceNow customers with comprehensive information about the upgrades from the Zurich to Australia release of ServiceNow Otto for Telecommunications, Media, and Technology (TMT). It is designed to help customers prepare for the upgrade by summarizing new features, changes, removals, deprecations, activation instructions, and other relevant considerations. Show full answer Show less ## Key Features * **Voice Quality Issue Management:** Collect customer voice quality details, open service tickets with RADCOM, and generate resolution plans. * **Risk Signal and Issue Summarization:** Generate detailed summaries of risk signals, issues, and associated risk solutions and occurrences. * **AI Agent and Agentic Workflow Configuration:** Configure access controls to manage who can discover and trigger AI agents and workflows, determining user behavior and availability. * **Billing Issue Remediation:** Handle billing inquiries, analyze invoices, and recommend optimized plans based on usage patterns. * **Network Incident Analysis:** Identify historic incidents, estimate resolution times, and generate actionable tasks. * **Customer Success Enhancements:** Automate account health assessments, renewal planning, scheduling and managing meetings, and generate success summaries with sentiment tracking. * **Knowledge Graph and Service Summaries:** Use Knowledge Graph schemas and customize summary cards for product inventory services. * **Agentic AI Consumer Onboarding:** Automate onboarding workflows, error monitoring, and secure connection establishment for consumers. * **Squad Resource Identifier:** Recommend internal experts based on engagement context, skills, location, and availability to support customer success teams. * **Product Release Communication:** Automatically draft, refine, and publish release announcement emails targeting appropriate stakeholders. * **Risk Signal and Solution Synchronization:** Monitor linked solution records and sync updates automatically, notifying customer success managers. * **Generative AI for Product Adoption Roadmaps:** Analyze customer data to create tailored adoption roadmaps and provide contract-level insights for renewal and expansion discussions. * **Customer 360 AI Insights:** Integrate call, chat, billing, and interaction data with sentiment analysis to provide proactive service and network recommendations. * **Alternative Dispute Resolution (ADR) Support:** Generate sentiment analysis on complaint cases, summarize linked records, and produce resolution notes and deadlock letters. ## Key Changes * **AI Usage Measurement Update:** Transition to a 365-day burn-down model resetting at contract anniversary for Now Assist features. * **Role Configuration:** Enhanced security roles are required for agentic workflows and AI agents to operate correctly. * **Coral Theme Introduction:** Coral is now the default theme for new portals and mobile experiences, with a dark mode option available. ## Activation and Additional Information * Activation of Now Assist features requires enabling the ServiceNow Otto for TMT plugin, available via the ServiceNow Store. * No additional browser, localization, or accessibility changes were introduced between Zurich and Australia releases. * No features or functionalities were removed or deprecated in these releases. ## Practical Benefits for ServiceNow Customers By upgrading to the Australia release, customers in Telecommunications, Media, and Technology sectors can expect improved automation, AI-driven insights, and enhanced customer success management capabilities. The new features streamline incident and billing issue resolution, optimize renewal and expansion workflows, and improve collaboration through expert recommendations and communication automation. Security enhancements ensure proper access control for AI-powered functions, while the updated user interface offers a refreshed, modern experience. Consolidated page of all release notes for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) 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 Telecommunications, Media, and Technology (TMT) 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 Telecommunications, Media, and Technology (TMT) to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-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 Telecommunications, Media, and Technology (TMT). {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Address voice quality issues](https://www.servicenow.com/docs/access?context=now-assist-customer-voice&family=zurich&ft:locale=en-US) : Collect customer details about the voice quality issue, open a service ticket with RADCOM (), and generate a resolution plan. [Risk signals and issues summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-risk-signals-issues&family=zurich&ft:locale=en-US) : Generate summary details including the record and associated risk solutions and risk occurrences for risk signal and issues records. [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. [Help remediate bill issues](https://www.servicenow.com/docs/access?context=billissue-remediation-usecase&family=zurich&ft:locale=en-US) : Handle billing inquiry case requests, analyze customer invoices, and recommend better plans based on customer usage patterns. [Analyze network incidents](https://www.servicenow.com/docs/access?context=network-incident-analysis-usecase&family=zurich&ft:locale=en-US) : Identify historic incidents and determine resolution plans. The AI agent also has the capabilities to identify field values, estimate resolution time, and create actionable tasks. [Support renewals and expansion](https://www.servicenow.com/docs/access?context=now-assist-tmt-renewal-analyzer&family=zurich&ft:locale=en-US) : Streamline customer success management by automatically assessing account health, value realization, and adoption trends. Deliver timely, data-driven insights that guide renewal planning and play recommendations. [Trigger risk mitigation touchpoint](https://www.servicenow.com/docs/access?context=now-assist-tmt-touchpoint-meeting-scheduler&family=zurich&ft:locale=en-US) : Enable customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. Create and manage meetings based on key details such as invitees, agenda, meeting type, and scheduling preferences. [Success summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-plays&family=zurich&ft:locale=en-US) : Generate summary details including overview, current status, and open tasks for success initiatives, internal plays, and customer plays. Enhance Zoom meeting summaries by updating key notes, and enabling sentiment tracking. [Analyze metric data trend](https://www.servicenow.com/docs/access?context=now-assist-tmt-analyze-metric-trend&family=zurich&ft:locale=en-US) : Collect and analyze metric data for engagements, identify patterns, and generate a trend chart. [Service summary generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-knowledge-graph&family=zurich&ft:locale=en-US) : Generate a service summary for a product inventory. [Knowledge graph schema generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-create-knowledge-graph&family=zurich&ft:locale=en-US) : Use the Knowledge Graph (KG) to create Knowledge Graph schema. [Customize a summary card for service summary](https://www.servicenow.com/docs/access?context=customize-uib-builder-service-summary&family=zurich&ft:locale=en-US) : Customize the summary card of the service summary and UI actions according to your needs. [Register consumers using Agentic AI](https://www.servicenow.com/docs/access?context=now-assist-tmt-register-consumer-users-sb&family=zurich&ft:locale=en-US) : Initiate the consumer registration process using agentic AI to receive step-by-step guidance, including error checks during registration and support for resolving those errors. | | Australia | Auto-onboarding : Reduce onboarding complexity for consumers with automated onboarding. This feature autonomously manages onboarding workflows, establishes secure connections, synchronizes settings, and continuously monitors for errors to help ensure reliable, efficient integrations with minimal manual effort. [Squad resource identifier](https://www.servicenow.com/docs/access?context=now-assist-squad-resource-identifier&family=australia&ft:locale=en-US) : Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations, helping to ensure faster and more effective collaboration across engagements. [Product release email communication](https://www.servicenow.com/docs/access?context=now-assist-product-release-email-communication&family=australia&ft:locale=en-US) : Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution. Risk signals and solution synchronization : Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks. Create product adoption roadmaps using Now Assist : Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal conversations and expansion opportunities. Support renewals and expansion : Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine. After receiving assessment reports, create opportunities directly within the renewal playbook. Customer 360 AI insights : Analyze call, chat, billing, and interaction data with Knowledge Graph and Workflow Data Fabric. Provide service and network insights with recommendations on potential customer faults. Deliver task-based insights on recent cases, orders, A2A integration with RADCOM, voice agent interactions, and sentiment analysis related to customer health. [Analyze the sentiment of a service problem case](https://www.servicenow.com/docs/access?context=now-assist-tmt-analyze-sentiment-spc-adr&family=australia&ft:locale=en-US) : Generates the customer's sentiment and the reasoning behind it on the complaint cases. Make informed decisions on complaint cases based on sentiment and link them to the Alternative Dispute Resolution (ADR) case record. [Summarize the linked records](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-linked-record&family=australia&ft:locale=en-US) : Generate a comprehensive summary of the service problem case records that you have linked on the ADR case. [Generate ADR resolution notes](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution-notes-ad&family=australia&ft:locale=en-US) : Enables you to generate resolution for the customer dispute in the ADR case record. You can propose this resolution to the customer and get the customer feedback. [Generate a deadlock letter](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-deadlock-letter&family=australia&ft:locale=en-US) : Generate details of a deadlock letter for an ADR case. If the customer doesn't agree with the ADR case resolution, then you can use this skill to generate the deadlock letter and share with the customer. | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Telecommunications, Media, and Technology (TMT) features. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-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). [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. 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 Telecommunications, Media, and Technology (TMT) features or functionality were removed. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-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 Telecommunications, Media, and Technology (TMT) features or functionality were deprecated. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-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 Telecommunications, Media, and Technology (TMT). {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-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 Telecommunications, Media, and Technology (TMT) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | 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=australia&ft:locale=en-US). Important: ServiceNow Otto for Telecommunications, Media, and Technology (TMT) 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 Telecommunications, Media, and Technology (TMT) we have noted them here. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-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 Telecommunications, Media, and Technology (TMT) we have noted them here. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-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 Telecommunications, Media, and Technology (TMT), such as specific requirements or compliance levels. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-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 Telecommunications, Media, and Technology (TMT) we have noted them here. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-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 Telecommunications, Media, and Technology (TMT) we have noted them here. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__62} | 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) * Address voice quality issues and validate tickets with RADCOM. * Summarize the risk signal and issues records along with respective risk solution and occurrence records. * Additional role configuration required for agentic workflows and AI agents included with your applications. [Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US) * Manage and resolve billing inquiry case requests using a team of AI agents. * Analyze network incidents, correlate associated cases, and provide resolutions. * Summarize Knowledge Graph service details, success initiatives, internal plays, customer plays, and Zoom meeting details. * Analyze account health, trigger renewal flows, schedule, and manage touchpoint meetings. * Use agentic AI to quickly create consumer registrations. See [Now Assist for TMT](https://www.servicenow.com/docs/access?context=now-assist-spmc&family=zurich&ft:locale=en-US) for more information. | | Australia | * Automatically draft, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption. * Identify and match internal experts to customer needs based on engagement context, skills, region, and real-time availability. * Automatically monitor solution progress and sync real-time updates with the risk signals and solution synchronization agent. * Generate customized product adoption roadmaps by analyzing customer characteristics, goals, and similar product adoption patterns. * Analyze call, chat, billing, and interaction data with sentiment analysis for proactive service recommendations and faster issue resolution. See [ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-spmc&family=australia&ft:locale=en-US) for more information. | [ ]