--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-australia-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3ba bundleId : - delta3ba --- # Combined Activity Management release notes for upgrades from Australia to Brazil # Combined Activity Management release notes for upgrades from Australia to Brazil {#ariaid-title1} Release version: Brazil 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 Activity Management release notes for upgrades from Australia to Brazil This consolidated release notes document provides ServiceNow customers with key information on Activity Management features, changes, and upgrade considerations from the Australia release family to Brazil. It is designed to assist customers in preparing for their upgrade by summarizing new capabilities, enhancements, and important upgrade tasks related to Activity Management within ServiceNow CRM. Show full answer Show less ## New Features Introduced Between Australia and Brazil * **Responsibility-Based Access Roles for Touchpoints:** Enables granular record-level access control by configuring CRM Touchpoints read and write roles, restricting sales territory and opportunity team members to only the touchpoints they are responsible for, improving data security and relevancy. * **AI Sales Activity Association:** Automatically associates inbound sales emails with the appropriate lead, opportunity, account, or contact using AI intent detection and semantic matching, reducing manual effort and increasing accuracy in activity tracking. * **Automatic Record Matching for Email Threads:** After associating one email from a thread, subsequent emails selected from the same thread are auto-associated with the same CRM record, streamlining email capture with user control via the ServiceNow CRM for Outlook Add-in. * **Centralized Customer Communications:** Enables visibility of email-based customer interactions across account, lead, or opportunity teams by associating emails directly with CRM records instead of individual inboxes. * **Touchpoints on CRM Entities:** Captures and tracks engagement activities across multiple communication channels (email, phone, meetings, social interactions) linked to leads, opportunities, accounts, and contacts for a comprehensive engagement history. * **Custom Touchpoint Types:** Allows organizations to define additional touchpoint types beyond default options, aligning Activity Management with specific engagement processes. * **Activity Capture and Tracking:** Consolidates capture of emails, calls, meetings, and tasks within touchpoints, tracking metrics like primary channel and time spent, enabling leadership insight into sales activity volumes. * **Email Association from Outlook:** Facilitates manual email association to correct CRM records directly from Microsoft Outlook, preserving engagement context for follow-up. * **Create Leads and Contacts from Email:** Allows creation of new leads or contacts when no matching CRM record exists, automatically attaching the original email to maintain engagement history. ## Changes to Existing Features * **Sent Email Identification:** Sent emails associated via the ServiceNow CRM for Outlook Add-in now correctly appear as sent in CRM records, improving activity history accuracy. * **Tab Visibility Based on Write Permissions:** The Outlook add-in shows entity tabs (Accounts, Contacts, Leads, Opportunities) based on a user's write permissions instead of fixed roles, enhancing usability and security. * **Session Timeout Recovery:** Users are returned to the CRM Add-in home page after re-authentication on session timeout, improving user experience over prior redirection to the ServiceNow platform home page. * **Pre-applied Filters on Entity Tabs:** Filters based on email sender/recipient speed up record association by showing only likely matches, streamlining workflow. * **Account and Contact Field Auto-Population:** When creating touchpoints, selecting an associated entity and record auto-fills related Account and Contact fields and locks them post-creation, reducing manual data entry. ## Upgrade Considerations * **Pre- and Post-Upgrade Tasks:** Customers should review and complete designated tasks before and after upgrading to Brazil to ensure smooth transition. * **Activation:** Activity Management components such as the CRM Outlook Add-in and CRM Touchpoints must be installed via the ServiceNow Store. Customers should request these apps accordingly. ## Additional Notes * **Accessibility Improvements:** The CRM Outlook Add-in includes enhanced screen reader support, announcing key record details for better assistive technology usability. * **No Feature Removals or Deprecations:** No Activity Management features were removed or deprecated between Australia and Brazil releases. * **No Updates for Brazil Release:** The Brazil release itself did not introduce new features or changes beyond those summarized from Australia to Brazil. ## Practical Benefits for ServiceNow Customers Upgrading Activity Management to Brazil provides enhanced control over sales activity data access, automates email association with CRM records through AI, and centralizes communications for team visibility. Customers can expect streamlined workflows in Outlook integration, improved data accuracy, and better activity tracking metrics. Accessibility enhancements support diverse user needs, and no deprecated features ensure continuity. Proper activation and upgrade task completion will enable customers to fully leverage these improvements within their ServiceNow CRM environment. Consolidated page of all release notes for Activity Management from Australia to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Activity Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Australia to Brazil. 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 Activity Management to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-activitymanagement-summary__entry__2} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Activity Management. {#dfrn3-activitymanagement-summary__entry__8} | Release | Release notes | |-|-| | Australia | [Responsibility-based access roles for touchpoints](https://www.servicenow.com/docs/access?context=responsibility-based-access-crm-touchpoints&family=australia&ft:locale=en-US) : Enable record-level access to touchpoints through the responsibility framework. The new CRM Touchpoints responsibility read granular and CRM Touchpoints responsibility write granular roles enables admins to configure and limit sales territory members and opportunity team members to the touchpoints on the leads, opportunities, and accounts they are responsible for, rather than the blanket access provided by the touchpoint reader and writer roles. [AI sales activity association](https://www.servicenow.com/docs/access?context=explore-ai-sales-activity-association&family=australia&ft:locale=en-US) : Automatically associate inbound sales emails with the correct lead, opportunity, account, or contact using AI-based intent detection and semantic matching. When the agent identifies a confident match, it auto-associates the email to the CRM record so sales representatives see emails already linked in the record's Activity stream. [Automatic record matching for emails in a thread](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Skip the record lookup when associating emails from the email thread. After you associate an email from a thread with a CRM entity, the add-in links any other email you select from the thread to the same CRM record. You stay in control of which emails are captured in the CRM by selecting an email and launching the ServiceNow CRM for Outlook Add-in. [Centralize customer communications for the entire team](https://www.servicenow.com/docs/access?context=view-associated-emails-crm&family=australia&ft:locale=en-US) : Make email‑based customer interactions visible to account, lead, or opportunity teams by associating emails with the ServiceNow CRM records instead of them being isolated in your personal inbox. [Touchpoints on CRM entities](https://www.servicenow.com/docs/access?context=create-crm-touchpoint&family=australia&ft:locale=en-US) : Capture and track engagement activities for prospects and customers across communication channels such as email, phone, virtual meeting, in-person meetings, and social interactions by creating touchpoint records. Associate touchpoints with leads, opportunities, accounts, and contacts to maintain a complete engagement history. [Custom touchpoint types](https://www.servicenow.com/docs/access?context=create-custom-touchpoint-types&family=australia&ft:locale=en-US) : Define custom touchpoint types in addition to the default types of discovery, demo, and customer business review (CBR), and so on to match your organization's specific engagement processes. [Activity capture and tracking](https://www.servicenow.com/docs/access?context=using-activity-management&family=australia&ft:locale=en-US) : Capture emails, calls, meetings, and tasks within touchpoints such as discovery, demo, business value assessment, or CBRs in a single system of record. Track metrics such as primary channel and time spent for every interaction, providing leadership with visibility into the activity volume per sales representative. [Associate emails with CRM entities](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Associate customer emails to the correct ServiceNow CRM record without leaving Microsoft Outlook. Manually search and associate emails with leads, opportunities, accounts, or contacts, so that engagement context is captured immediately and remains available for future correspondence and follow‑up. [Create leads and contacts from email](https://www.servicenow.com/docs/access?context=create-crm-entity-outlook&family=australia&ft:locale=en-US) : Create a lead or contact directly from an email when no matching CRM record exists, and automatically attach the originating email to the newly created record to preserve engagement history. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Activity Management features. {#dfrn3-activitymanagement-summary__entry__14} | Release | Release notes | |-|-| | Australia | [Correct identification of sent emails](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Distinguish sent emails from received emails in your CRM activity history. Sent emails associated through the ServiceNow CRM for Outlook add-in now appear correctly classified as sent in the associated record's Emails tab. Previously, all emails associated through the add-in classified as received in the CRM workspace. When you create a new lead or contact from a sent email, the form now pre-populates with the recipient's details instead of your own. [Tab visibility follows write permissions](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Show the Accounts, Contacts, Leads, and Opportunities tabs in the ServiceNow CRM for Outlook add-in based on a user's write permission for the underlying entity table rather than fixed role assignment. [Session timeout recovery](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Return to the ServiceNow CRM for Outlook add-in home page after re-authenticating when your session times out. The add-in opens its own sign-in form and brings you back to the home page on successful authentication, instead of redirecting you to the ServiceNow platform home page as in previous releases. [Pre-applied filters on entity tabs](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Find relevant CRM records faster when associating an email. Each entity tab in the ServiceNow CRM for Outlook add-in pre-applies filters based on the email's sender or recipient name and domain, so you see only the records most likely to match instead of every record in the table. [Account and Contact field auto-population](https://www.servicenow.com/docs/access?context=create-crm-touchpoint&family=australia&ft:locale=en-US) : Reduce manual data entry when creating touchpoints by automatically populating the Account and Contact fields when you select an Associated Entity and Associated Record of type Contact, Account, Lead, or Opportunity. Associated Entity and Associated Record fields become read-only after the touchpoint record is created. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Activity Management features or functionality were removed. {#dfrn3-activitymanagement-summary__entry__20} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Activity Management features or functionality were deprecated. {#dfrn3-activitymanagement-summary__entry__26} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Activity Management. {#dfrn3-activitymanagement-summary__entry__32} | Release | Release notes | |-|-| | Australia | Activation information : Install CRM Outlook Add-in and CRM Touchpoints by requesting them from the 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: Activity Management applications are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Activity Management we have noted them here. {#dfrn3-activitymanagement-summary__entry__38} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Activity Management we have noted them here. {#dfrn3-activitymanagement-summary__entry__44} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Activity Management, such as specific requirements or compliance levels. {#dfrn3-activitymanagement-summary__entry__50} | Release | Release notes | |-|-| | Australia | Accessibility information : The CRM Outlook Add-in includes screen reader improvements for card views in this release. On the Accounts, Contacts, Leads, and Opportunities tabs, each card announces its primary record details such as the contact name and key fields instead of a generic card-button label, so users on assistive technology can identify records without opening each card. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Activity Management we have noted them here. {#dfrn3-activitymanagement-summary__entry__56} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Activity Management we have noted them here. {#dfrn3-activitymanagement-summary__entry__62} | Release | Release notes | |-|-| | Australia | * Enable email activity capture into ServiceNow Customer Relationship Management (CRM) software using the CRM Outlook Add-in. * Define, plan, capture, and track customer interactions such as discovery calls, demos, and customer business reviews (CBRs) across different channels such as emails, calls, meetings, and more. * Manage tasks and appointments for leads, opportunities, and more directly from a touchpoint record, in addition to opportunity. * Automatically associate inbound sales emails with the correct CRM record using AI-based intent detection and semantic matching. See [Activity Management](https://www.servicenow.com/docs/access?context=explore-activity-management&family=australia&ft:locale=en-US) for more information. | | Brazil | No updates for this release. | [ ]