--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-yokohama-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3by bundleId : - delta3by --- # Combined Activity Management release notes for upgrades from Yokohama to Brazil # Combined Activity Management release notes for upgrades from Yokohama 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 Activity Management Release Notes for Upgrades from Yokohama to Brazil This consolidated release notes document provides ServiceNow customers with a comprehensive view of updates, new features, changes, and important upgrade information for Activity Management from the Yokohama release through to the Brazil release. It is designed to support smooth upgrades by summarizing relevant changes across multiple releases and highlighting key enhancements that impact sales and customer engagement management. Show full answer Show less ## Key Features Introduced * **Responsibility-Based Access Roles for Touchpoints (Australia Release):** Enables granular, record-level access control for touchpoints, allowing administrators to restrict sales territory and opportunity team members' access to only relevant leads, opportunities, and accounts, improving data security and relevance. * **AI Sales Activity Association (Australia Release):** Automatically links inbound sales emails to the correct CRM records (leads, opportunities, accounts, contacts) using AI intent detection and semantic matching, streamlining email association and improving data accuracy in activity streams. * **Automatic Record Matching for Emails in Threads:** After associating one email in a thread with a CRM entity, subsequent emails in the same thread can be linked automatically, reducing manual effort while maintaining user control over captured emails. * **Centralized Customer Communications:** Associates emails with CRM records to make customer interactions visible to the entire account, lead, or opportunity teams rather than siloed in personal inboxes. * **Touchpoints on CRM Entities:** Track and capture diverse customer engagement activities (email, calls, meetings, social interactions) linked to CRM entities to maintain comprehensive engagement histories. * **Custom Touchpoint Types:** Define organization-specific touchpoint types beyond defaults (e.g., discovery, demo, business review) to better reflect unique engagement processes. * **Activity Capture and Tracking:** Consolidate emails, calls, meetings, and tasks within touchpoints and monitor metrics such as communication channels and time spent, providing leadership visibility into sales activities. * **Email Association and Lead/Contact Creation from Outlook:** Manually associate emails with CRM records or create new leads/contacts directly from emails, preserving engagement context within ServiceNow without leaving Microsoft Outlook. ## Key Changes * **Correct Identification of Sent Emails:** Sent emails are now accurately classified in CRM activity histories and pre-populate recipient details when creating new leads or contacts from sent emails, improving data accuracy. * **Tab Visibility Based on Write Permissions:** In the CRM for Outlook add-in, visibility of Accounts, Contacts, Leads, and Opportunities tabs now reflects user write permissions rather than fixed roles, enhancing security and user experience. * **Session Timeout Recovery:** The Outlook add-in now displays its own sign-in form for session re-authentication and returns users to the add-in home page, streamlining session management. * **Pre-Applied Filters in Outlook Add-in:** Filters based on email sender or recipient names and domains help users quickly find relevant CRM records when associating emails, improving efficiency. * **Account and Contact Field Auto-Population in Touchpoints:** Selecting an associated entity and record auto-fills Account and Contact fields in touchpoints, reducing manual entry and potential errors. ## Activation and Additional Information * Activity Management applications, including the CRM Outlook Add-in and CRM Touchpoints, are available through the ServiceNow Store and require installation requests via the store. * Accessibility improvements include enhanced screen reader support in the Outlook Add-in, with clear announcements of primary record details on cards to support users with assistive technologies. * No updates, removals, or deprecations were noted for releases Yokohama through Brazil beyond those described. * No new browser requirements or localization changes were introduced between Yokohama and Brazil releases. ## Practical Impact for ServiceNow Customers Upgrading to Brazil from earlier releases like Yokohama provides enhanced control over touchpoint access, improved automation of email associations via AI, and better integration with Microsoft Outlook. These features help sales teams centralize and track customer interactions more effectively, reduce manual tasks, and gain clearer visibility into sales activities. The Outlook add-in improvements further streamline email management and ensure session continuity. Customers should review pre- and post-upgrade tasks to ensure a smooth transition and take advantage of the latest capabilities to optimize their Activity Management processes. Consolidated page of all release notes for Activity Management from Yokohama 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 Yokohama 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 | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__12} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__22} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__42} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__52} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__62} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__72} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__82} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__92} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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__102} | 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. * 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. | [ ]