Combined Activity Management release notes for upgrades from Yokohama to Australia

australia Combined Product Files

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australia Combined Product Files

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Combined Activity Management release notes for upgrades from Yokohama to Australia

Release version: Australia

Updated July 20, 2026

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Summary of Combined Activity Management release notes for upgrades from Yokohama to Australia

This consolidated release notes document helps ServiceNow customers preparing to upgrade Activity Management from the Yokohama release family to Australia. It summarizes new features, changes, deprecations, and other relevant upgrade information across the releases from Yokohama through Zurich to Australia.

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Notably, there were no updates in Yokohama or Zurich related to Activity Management; all significant updates apply to the Australia release.

Key Features Introduced in Australia

CRM Touchpoints: Enables capturing and tracking of customer engagement activities across multiple channels (email, phone, meetings, social interactions) by creating touchpoint records associated with leads, opportunities, accounts, and contacts. Organizations can define custom touchpoint types to fit specific engagement processes.
Activity Capture and Tracking: Consolidates emails, calls, meetings, and tasks into a single system of record under defined touchpoints (e.g., discovery, demo, business value assessment). Provides visibility into activity metrics like primary channel and time spent per sales representative.
CRM Outlook Add-in: Allows users to associate emails directly with ServiceNow CRM records (leads, opportunities, accounts, contacts) without leaving Microsoft Outlook. Users can create new leads or contacts from emails and automatically link those emails to the newly created records to preserve engagement history.
Automatic Record Matching: After associating an email with a CRM record, subsequent emails in the same thread automatically link to the same record, streamlining email capture while maintaining user control over selection.
Team Collaboration: Centralizes email-based customer communications within CRM records, making interactions visible to the entire account, lead, or opportunity team rather than isolated in individual inboxes.

Key Changes in Australia

CRM Touchpoints: Account and Contact fields auto-populate when creating touchpoints based on associated entities and records, reducing manual data entry. After creation, these fields become read-only to maintain data integrity.
CRM Outlook Add-in Improvements:
- Sent emails are now correctly identified and classified in CRM activity history.
- When creating leads or contacts from sent emails, recipient details pre-populate the form correctly.
- Tabs for Accounts, Contacts, Leads, and Opportunities display based on user write permissions rather than fixed roles, improving security and usability.
- Session timeout handling now returns users to the add-in home page after re-authentication instead of the ServiceNow platform home.
- Entity tabs apply filters automatically based on email sender or recipient to speed up record association.

Activation and Additional Information

The CRM Outlook Add-in and CRM Touchpoints must be installed by requesting them from the ServiceNow Store.
Accessibility enhancements include improved screen reader support in the CRM Outlook Add-in, with descriptive announcements for contact cards to assist users of assistive technologies.

What to Expect After Upgrade

After upgrading to Australia, ServiceNow customers will benefit from enhanced tools for managing and tracking customer engagement activities across channels, improved email integration within Outlook, and streamlined workflows for sales and customer success teams. These updates facilitate better visibility into customer interactions, reduce manual data entry, and promote team collaboration by centralizing communication records.

Consolidated page of all release notes for Activity Management from Yokohama 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 Yokohama 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
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
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
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
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
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
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
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
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
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
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
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.