--- 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 Workplace Service Delivery (WSD) release notes for upgrades from Zurich to Australia # Combined ServiceNow Otto for Workplace Service Delivery (WSD) 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) 5 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 Workplace Service Delivery (WSD) Release Notes from Zurich to Australia This consolidated release note summary covers all key updates, features, and changes for ServiceNow Otto for Workplace Service Delivery (WSD) from the Zurich release through to Australia. It is designed to help ServiceNow customers prepare for upgrades by providing a clear view of new capabilities, changes, and important upgrade tasks relevant to these release versions. Show full answer Show less ## Key Features * **Case Summarization (Zurich):** A new skill to summarize workplace case context, enabling quicker understanding and appropriate action on cases. * **Optimize Cleaning Activities Agentic Workflow (Zurich):** Automates management of cleaning and maintenance schedules based on the space utilization rate at the case location, improving operational efficiency. * **Automate Map Updates Agentic Workflow (Zurich):** Assists map administrators in bulk updating Indoor Mapping by autonomously retrieving CAD file sources and managing import tasks, including handling exceptions requiring user input. * **ServiceNow Otto AI Platform (Zurich to Australia):** The conversational AI platform integrated into ServiceNow workflows has been rebranded as ServiceNow Otto®. It supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. ## Key Changes * **Now Assist Usage Measurement (Australia Early Access):** AI usage measurement transitioned from a 365-day look-back model to a 365-day burn-down model that resets at the contract anniversary date. This change affects how AI consumption is tracked and billed. * **Branding Updates:** The AI experience formerly known as Now Assist is now fully branded as ServiceNow Otto, reflecting the evolving capabilities of the conversational AI platform. ## Upgrade and Activation Information * Before upgrading to Australia, review and complete any pre- and post-upgrade tasks as outlined in the release notes. * ServiceNow Otto for Workplace Service Delivery (WSD) is available for installation via the ServiceNow Store. Customers can request the application directly from the Store and access cumulative release history and version information there. * Product entitlements remain unchanged despite branding updates; customers should verify their entitlements to confirm access to specific features. ## Additional Notes * No features or functionality were removed or deprecated between Zurich and Australia releases. * There are no updated browser, accessibility, localization, or additional requirements changes noted between these releases. * Release notes include clear indications when no updates were made in specific release versions, aiding customers in tracking relevant changes efficiently. These release notes enable ServiceNow customers to understand new automation capabilities, branding changes, and usage measurement updates, helping them to optimize workplace service delivery and plan their upgrade activities confidently. Consolidated page of all release notes for ServiceNow Otto for Workplace Service Delivery (WSD) 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 Workplace Service Delivery (WSD) 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 Workplace Service Delivery (WSD) to Australia Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-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 Workplace Service Delivery (WSD). {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__8} | Release | Release notes | |-|-| | Zurich | [Summarize a workplace case](https://www.servicenow.com/docs/access?context=summarize-workplace-case&family=zurich&ft:locale=en-US) : Use the case summarization skill to summarize the case context and take appropriate action. [Optimize cleaning activities agentic workflow](https://www.servicenow.com/docs/access?context=optimize-cleaning-activities-agent&family=zurich&ft:locale=en-US) : Use the optimize cleaning activities agentic workflow to manage cleaning and maintenance schedules of a maintenance case based on the space utilization rate of the location where a maintenance case is created. [Automate map updates agentic workflow](https://www.servicenow.com/docs/access?context=automate-map-updates-agent-ai&family=zurich&ft:locale=en-US) : Use the automate map updates agentic workflow to configure the map during bulk updates to Indoor Mapping. The map admin gent autonomously retrieves the sources for the CAD file and resumes the import task. If the correct source isn't found, the agent moves the task to the Waiting user input state. | | Australia | [Australia Patch 1](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US) | [ ] ## Changes Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Workplace Service Delivery (WSD) features. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__14} | Release | Release notes | |-|-| | Zurich | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=zurich&ft:locale=en-US) : ServiceNow Otto introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [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 | [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=australia&ft:locale=en-US) : ServiceNow Otto introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. | [ ] ## Removed Between your current release family and Australia, some ServiceNow Otto for Workplace Service Delivery (WSD) features or functionality were removed. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-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 Workplace Service Delivery (WSD) features or functionality were deprecated. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-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 Workplace Service Delivery (WSD). {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__32} | Release | Release notes | |-|-| | Zurich | Activation information : Install ServiceNow Otto for Workplace Service Delivery (WSD) by requesting it from ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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=zurich&ft:locale=en-US). Important: ServiceNow Otto for WSD is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | Activation information : Install ServiceNow Otto for Workplace Service Delivery (WSD) by requesting it from 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: ServiceNow Otto for WSD 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 Workplace Service Delivery (WSD) we have noted them here. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-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 Workplace Service Delivery (WSD) we have noted them here. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-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 Workplace Service Delivery (WSD), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-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 Workplace Service Delivery (WSD) we have noted them here. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-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 Workplace Service Delivery (WSD) we have noted them here. {#dfrn3-servicenowottoforworkplaceservicedeliverywsd-summary__entry__62} | Release | Release notes | |-|-| | Zurich | Zurich Patch 12 * ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Workplace Service Delivery (WSD). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US): Summarize workplace cases by using ServiceNow Otto for WSD. [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 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US) * Help map admins configure the map during bulk updates to Indoor Mapping using the automate map updates agentic workflow. * Optimize a maintenance case based on the space utilization rate of the location where a maintenance case is created using the optimize cleaning activities agentic workflow. See [ServiceNow Otto for Workplace Service Delivery (WSD)](https://www.servicenow.com/docs/access?context=now-assist-wsd-landing&family=zurich&ft:locale=en-US) for more information. | | Australia | Australia Patch 5 * ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Workplace Service Delivery (WSD). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. See [ServiceNow Otto for Workplace Service Delivery (WSD)](https://www.servicenow.com/docs/access?context=now-assist-wsd-landing&family=australia&ft:locale=en-US) for more information. | [ ]