Combined Activity Management release notes for upgrades from Xanadu to Australia

australia Combined Product Files

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australia

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australia Combined Product Files

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Combined Activity Management release notes for upgrades from Xanadu to Australia

Release version: Australia

Updated July 20, 2026

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Summary of Combined Activity Management Release Notes for Upgrades from Xanadu to Australia

This consolidated guide provides essential information for ServiceNow customers upgrading Activity Management from the Xanadu release family to Australia. It summarizes new features, changes, and important pre- and post-upgrade tasks to help ensure a smooth transition. The Australia release introduces key enhancements primarily focused on CRM Touchpoints and the CRM Outlook Add-in, designed to improve customer engagement tracking and communication management.

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Key Features

CRM Touchpoints: Enables capturing and tracking of customer engagement activities across multiple communication channels (email, phone, virtual meetings, in-person, social interactions). Users can create touchpoint records linked to leads, opportunities, accounts, and contacts for a comprehensive engagement history.
Custom Touchpoint Types: Allows defining custom engagement types beyond the default discovery, demo, and customer business review (CBR) to align with specific organizational processes.
Activity Capture and Tracking: Consolidates emails, calls, meetings, and tasks within touchpoints, tracking interaction metrics such as primary communication channel and time spent, providing visibility into sales representative activities.
CRM Outlook Add-in: Facilitates associating emails with CRM records directly within Microsoft Outlook, eliminating the need to switch platforms. Users can manually or automatically link emails to leads, opportunities, accounts, or contacts, create new leads or contacts from emails, and benefit from automatic matching of email threads to CRM records.
Improved Team Collaboration: Centralizes customer communications by making email interactions visible to the entire account, lead, or opportunity team rather than being isolated in individual inboxes.

Key Changes

CRM Touchpoints: Account and Contact fields are now auto-populated when selecting an Associated Entity and Record, reducing manual data entry. These fields become read-only after touchpoint creation for data consistency.
CRM Outlook Add-in Enhancements:
- Sent emails are correctly identified and classified in CRM activity history, improving accuracy in communication records.
- New lead or contact forms created from sent emails pre-populate recipient details instead of the sender’s.
- Tab visibility for Accounts, Contacts, Leads, and Opportunities is now based on user write permissions rather than fixed roles, enhancing security and access control.
- Session timeout recovery has been improved; users are returned to the add-in home page after re-authentication without redirection to the ServiceNow platform homepage.
- Pre-applied filters on entity tabs streamline finding relevant CRM records when associating emails by filtering based on sender or recipient information.

Activation and Additional Information

To activate the new features, install the CRM Outlook Add-in and CRM Touchpoints apps by requesting them through the ServiceNow Store.
No features were removed or deprecated in this upgrade.
Accessibility improvements include enhanced screen reader support for CRM Outlook Add-in cards, announcing key record details to assistive technology users.
There are no new additional requirements, browser requirements changes, or localization updates for Activity Management in this release.

Practical Benefits for ServiceNow Customers

By upgrading to Australia, customers can expect streamlined engagement tracking with multi-channel touchpoints, improved email integration within Outlook, and enhanced team visibility into customer communications. These changes reduce manual effort, improve data accuracy, and facilitate better sales and customer relationship management workflows within ServiceNow.

Consolidated page of all release notes for Activity Management from Xanadu to Australia.

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 Xanadu 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 Activity Management to Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
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 Activity Management.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	CRM Touchpoints Touchpoints on CRM entities 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 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 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. CRM Outlook Add-in Associate emails with CRM entities 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 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. Automatic record matching for emails in a thread 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 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.

Changes

Between your current release family and Australia, some changes were made to existing Activity Management features.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	CRM Touchpoints Account and Contact field auto-population 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. CRM Outlook Add-in Correct identification of sent emails 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 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 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 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.

Removed

Between your current release family and Australia, some Activity Management features or functionality were removed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Deprecations

Between your current release family and Australia, some Activity Management features or functionality were deprecated.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Activation information

Review information on how to activate Activity Management.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	Install CRM Outlook Add-in and CRM Touchpoints by requesting them from the ServiceNow Store. Visit the ServiceNow Store 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.

Additional requirements

If any additional requirements were introduced or changed for Activity Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Activity Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Accessibility information

Review details on accessibility information for Activity Management, such as specific requirements or compliance levels.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	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.

Localization information

If there are specific localization considerations for Activity Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Highlight information

If there are specific highlight considerations for Activity Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
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. See Activity Management for more information.