--- 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 Customer Success Management release notes for upgrades from Australia to Brazil # Combined Customer Success 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) 7 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 Customer Success Management release notes for upgrades from Australia to Brazil This consolidated release notes document guides ServiceNow customers through the Customer Success Management (CSM) updates from the Australia release family to Brazil. It combines new features, changes, deprecations, and activation details to help customers prepare for and understand the enhancements and modifications in this upgrade cycle. Show full answer Show less ## New Features * **Product Adoption Roadmap Versioning (Australia):** Enables tracking and restoring previous roadmap versions, allowing flexibility in managing product adoption plans without loss of data. * **Customer Discovery Hub (Australia):** Provides a structured method to capture customer business context from pre-sales to post-sale handoff, giving customer success managers immediate insight into customer objectives and success criteria. * **Adaptive Desktop Actions (Australia):** Supports testing prompt-driven models on workflows within Customer Success Management. * **ServiceNow AI Platform Tiers (Australia):** Introduces Foundation, Advanced, and Prime licensing tiers, each offering different AI capabilities, including generative AI skills and agentic workflows, aligned with the customer's license. * **Squad Resource Identifier (Australia):** Recommends internal experts based on engagement context, skills, region, and availability to facilitate faster, more effective collaboration. * **Product Release Email Communication (Australia):** Automates drafting and distribution of release announcement emails to relevant stakeholders with consistent messaging. * **Risk Signal Solution Recommendations (Australia):** Monitors solution records linked to risk signals, syncs updates, and notifies managers to close resolved risks. * **Generative AI for Product Adoption Roadmaps (Australia):** Uses AI to analyze customer data to create tailored product adoption roadmaps, supporting renewal conversations and expansion opportunities. * **Renewal Insight Engine (Australia):** Analyzes renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics. * **Product Adoption Roadmap Planning (Australia):** Enables structured planning at both strategic (Product) and tactical (Capabilities) levels, creating clear adoption pathways. * **Meeting Agenda Items and Next Steps (Brazil):** Provides structured capture of meeting agendas and follow-ups with defined states, presenters, and decisions, improving meeting outcome tracking. * **Engagement Onboarding Links (Brazil):** Allows association of a single engagement with multiple onboarding cases via a many-to-many relationship, streamlining onboarding management. * **Touchpoint Meetings (Brazil):** Automates conversation brief generation by integrating meeting transcripts, emails, and notes to identify key topics, risks, and action items. * **AI Recommended Success Plays (Brazil):** Guides customer success managers with AI-generated success plays tailored to customer health states and milestones. * **AI-Powered Executive Briefings (Brazil):** Delivers daily AI-generated summaries of engagement health and account activity for prioritized insights at individual and portfolio levels. * **Technology Account 360 (Brazil):** Offers a unified view of customer or partner account details including health, financials, usage, and tasks. ## Changes * **Now LLM Service Deprecation (Australia):** The Now LLM Service is no longer the default AI model provider for new or inactive AI assets; a third-party LLM is now default, though manual selection of Now LLM remains available. * **Touchpoint Home Page (Australia):** Emphasizes internal touchpoints to align teams on engagement objectives and outcomes. * **Meeting Page Fix (Brazil):** The prep brief now utilizes real meeting data, resolving previous inaccuracies in AI-generated summaries. ## Removed and Deprecated Features No features or functionality were removed or deprecated in this upgrade from Australia to Brazil. ## Activation and Installation Customer Success Management must be requested and installed via the ServiceNow Store for both Australia and Brazil releases. The ServiceNow Store provides all available apps and details for submitting installation requests. This ensures customers have access to the latest CSM capabilities following upgrade. ## Additional Considerations * No new browser requirements, localization changes, or accessibility updates were introduced in these releases. * Highlight: Starting with Zurich Patch 12, the AI experience brand was renamed to ServiceNow Otto®, reflecting in product names but without changes to entitlements. ## Practical Impact for ServiceNow Customers Upgrading to Brazil enhances Customer Success Management with structured customer insights, AI-driven guidance, and improved collaboration tools. These features support more effective customer engagement, risk management, renewal readiness, and strategic adoption planning. Customers can expect streamlined onboarding, enriched meeting management, and AI-powered executive insights to drive customer success outcomes efficiently. Consolidated page of all release notes for Customer Success Management from Australia to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Success 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 Customer Success Management to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customersuccessmanagement-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 Customer Success Management. {#dfrn3-customersuccessmanagement-summary__entry__8} | Release | Release notes | |-|-| | Australia | [Product adoption roadmap versioning](https://www.servicenow.com/docs/access?context=account-lifecycle-par-versioning&family=australia&ft:locale=en-US) : Track the history of published roadmap states and restore an earlier version as needed. Publishing a roadmap creates a version record with a complete snapshot of the lanes and items. You can revert to any previous version without losing the roadmap. [Customer Discovery Hub](https://www.servicenow.com/docs/access?context=account-lifecycle-customer-discovery-hub&family=australia&ft:locale=en-US) : Customer Discovery Hub provides a structured way to capture and preserve customer business context from pre-sales through the post-sale handoff. Sales teams document business needs, challenges, expectations, and use cases that automatically carry forward to engagement records. This gives customer success managers immediate insight into customer objectives and success criteria. [Adaptive desktop actions](https://www.servicenow.com/docs/access?context=now-assist-adaptive-desktop-actions&family=australia&ft:locale=en-US) : Use adaptive desktop actions in Customer Success Management to test prompt-driven models on your workflows. [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US) : The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: * Foundation: AI basics to deliver insights * Advanced: AI to boost productivity across relevant use cases * Prime: Act autonomously with all AI assets, and create your own Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. [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. This helps to promote 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. [Recommend risk signal solutions](https://www.servicenow.com/docs/access?context=now-assist-tmt-resolve-risk&family=australia&ft:locale=en-US) : 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. [Generate product adoption roadmaps using Now Assist](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-par-roadmap&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=now-assist-tmt-renewal-analyzer&family=australia&ft:locale=en-US) : Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine. [Product adoption roadmap](https://www.servicenow.com/docs/access?context=account-lifecycle-par-roadmap&family=australia&ft:locale=en-US) : Enable customer success managers to create structured roadmaps that can guide customers through adoption of purchased products based on business value and current adoption scores. The planner supports two planning levels---Product (strategic) and Capabilities (tactical)---with sequencing to establish clear adoption pathways. | | Brazil | [Meeting agenda items and next steps](https://www.servicenow.com/docs/access?context=account-lifecycle-meeting-scheduler-plus&family=brazil&ft:locale=en-US) : Capture structured meeting agendas and follow-ups instead of relying on a single freeform text field. Record each agenda topic as a Meeting Agenda Item with a state (Planned, Discussed, or Deferred), allotted time, presenter, and decision. Capture unresolved follow-ups from a meeting as Meeting Next Steps, and later triage each one by converting it to an action item or dropping it. [Engagement onboarding links](https://www.servicenow.com/docs/access?context=account-lifecycle-engage-onb-links&family=brazil&ft:locale=en-US) : Associate a single engagement with multiple onboarding cases directly in the platform, without manual workarounds. A new many-to-many relationship connects engagements to onboarding cases. The Applicable Onboarding Cases related list appears on the Engagement record, and the Applicable Engagements related list appears on the Onboarding Case record. [Touchpoint meetings](https://www.servicenow.com/docs/access?context=account-lifecycle-meeting-page&family=brazil&ft:locale=en-US) : Automate the generation, updating, and enrichment of conversation briefs by integrating meeting transcripts, emails, and notes. Identify key discussion topics, risks, issues, and action items. [AI recommended success plays](https://www.servicenow.com/docs/access?context=account-lifecycle-360-view-reco-actions&family=brazil&ft:locale=en-US) : Guide customer success managers by recommending AI-generated success plays for users in neutral or positive states. Examples include sustained adoption, high CSAT or NPS scores, or value realization milestones. [AI powered executive briefings](https://www.servicenow.com/docs/access?context=account-lifecycle-exec-insight-gen&family=brazil&ft:locale=en-US) : * Monitor individual engagement health from the Engagement Record Page with a daily AI-generated summary. The summary synthesizes risk, declining metrics, opportunities, team activity changes, and upcoming changes into a prioritized, digestible brief. * Review recent account activity from the Account 360 Overview tab with a daily AI-generated account briefing. * Track prioritized activities across accounts from the Executive Portfolio dashboard with an AI-generated portfolio briefing. [Technology Account 360](https://www.servicenow.com/docs/access?context=technology-account-360&family=brazil&ft:locale=en-US) : Use the Technology Account 360 to get a unified view of customer or partner account details combining account health, financial, product usage, and open tasks. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Customer Success Management features. {#dfrn3-customersuccessmanagement-summary__entry__14} | Release | Release notes | |-|-| | Australia | [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Touchpoint home page](https://www.servicenow.com/docs/access?context=account-lifecycle-touchpoint-home&family=australia&ft:locale=en-US) : Internal touchpoints ensure that the internal teams are aligned on the objectives and outcomes of the engagement. | | Brazil | [Meeting page](https://www.servicenow.com/docs/access?context=account-lifecycle-meeting-page&family=brazil&ft:locale=en-US) : The prep brief now uses real meeting data for its AI-generated summary, fixing issues that caused fabricated citations and inaccurate sentiment claims. | [ ] ## Removed Between your current release family and Brazil, some Customer Success Management features or functionality were removed. {#dfrn3-customersuccessmanagement-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 Customer Success Management features or functionality were deprecated. {#dfrn3-customersuccessmanagement-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 Customer Success Management. {#dfrn3-customersuccessmanagement-summary__entry__32} | Release | Release notes | |-|-| | Australia | Activation information : Install Customer Success Management by requesting it 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: Customer Success Management is available in the ServiceNow Store. For details, see the Activation information section of these release notes. | | Brazil | Activation information : Install Customer Success Management by requesting it 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=brazil&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Customer Success Management, such as specific requirements or compliance levels. {#dfrn3-customersuccessmanagement-summary__entry__50} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-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 Customer Success Management we have noted them here. {#dfrn3-customersuccessmanagement-summary__entry__62} | Release | Release notes | |-|-| | Australia | [Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&ft:locale=en-US) * Starting with 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 Telecommunications, Media, and Technology (TMT). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Australia Patch 4](https://www.servicenow.com/docs/access?context=australia-patch-4&family=australia&ft:locale=en-US) * Capture and preserve customer business context from pre-sales through post-sale handoff with Customer Discovery Hub. [Australia Patch 3](https://www.servicenow.com/docs/access?context=australia-patch-3&family=australia&ft:locale=en-US) * Describes what task you want to accomplish on web at a high level in the tool configuration. Australia Early Availability * 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. * Provide increased expansion and advocacy opportunities. See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=australia&ft:locale=en-US) for more information. | | Brazil | * Capture meeting agenda items and follow-up next steps as structured records instead of freeform text. * Associate a single engagement with multiple onboarding cases. See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=brazil&ft:locale=en-US) for more information. | [ ]