--- 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 Product Support for Technology release notes for upgrades from Yokohama to Brazil # Combined Product Support for Technology 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 Product Support for Technology release notes for upgrades from Yokohama to Brazil This consolidated release note page assists ServiceNow customers in preparing for upgrades from the Yokohama release family to Brazil for Product Support for Technology. It summarizes new features, changes, deprecations, and activation instructions relevant to the upgrade path, enabling customers to understand enhancements and required actions for a smooth transition. Show full answer Show less ## New Features * **Proactive Service Experience Workflows:** Create proactive cases from incidents and manage playbook stages to diagnose and resolve technology issues efficiently. * **Integration with External Systems:** Submit outbound service test run requests by integrating with external southbound systems to enhance case management capabilities. * **Service Problem Case Management:** Create and manage service problem cases both from workspaces and the Customer Service Portal, supporting better customer issue tracking and resolution. * **AI-powered Summaries and Knowledge Articles:** Use ServiceNow Otto for Telecommunications, Media, and Technology (TMT) to generate concise case summaries, resolution notes, test run summaries, and draft or refine knowledge articles, improving agent efficiency and personalized support. * **Customer Service Problem Management Roles:** New role creation to enable agents and customers to create and manage service problem cases. * **Service Delivery Overview (Australia release):** Access analytics dashboards showing proactive cases, account escalations, SLAs, channels used, and KPIs to monitor service performance. * **Customer Impact Tab (Australia release):** Gain insights on customer impact within incident, change, and problem records, enhancing decision-making during support workflows. * **Executive Portfolio View (Brazil release):** Obtain real-time account portfolio performance insights to identify at-risk revenue, track renewals, monitor adoption, and understand customer experience trends. ## Changes * **Now LLM Service Deprecation (Australia release):** The default large language model provider changed to a third-party LLM for new or inactive AI assets, while manual selection of Now LLM remains supported. * **Service Delivery Overview Menu:** Added to Service Operations Workspace and CSM/FSM Configurable Workspace for enhanced analytics access. * **Technology Account 360 (Brazil release):** Provides a unified view of customer or partner accounts combining health, financials, product usage, and open tasks for comprehensive account management. ## Removed Features No features were removed between Yokohama and Brazil releases. ## Deprecations * **Australia release:** The Analytics tab was removed from the customer account view, and the Notify Customers UI action was removed from case records. * No new deprecations in Brazil release. ## Activation and Installation Product Support for Technology and Proactive Service Experience Workflows must be requested and installed from the ServiceNow Store for all releases, including Brazil. This centralized installation process ensures customers have the latest supported versions and features. ## Additional Considerations * **Browser, Accessibility, and Localization:** No updates or changes were noted for these areas across releases from Yokohama to Brazil. * **Highlight Features:** Australia release introduced early availability of analytics dashboards and customer impact tab to improve operational visibility and workflow efficiency. * **Brazil release highlights:** Capabilities to correlate network incidents to customer accounts for comprehensive impact views, auto-generate and auto-resolve proactive cases during outages, and escalate incidents through configurable workflows for faster resolutions. ## Practical Benefits for ServiceNow Customers * Enhanced case management with proactive workflows and integration to external systems improves support responsiveness. * AI-driven case summarization and knowledge article generation streamline agent tasks and improve resolution quality. * Advanced analytics and portfolio views empower leadership and account teams with actionable insights to manage customer health and retention. * Configurable escalation workflows and automated case management reduce resolution times and improve customer satisfaction. * Clear activation instructions and no major removals ensure a smooth upgrade experience. Consolidated page of all release notes for Product Support for Technology from Yokohama to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Product Support for Technology 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 Product Support for Technology to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-productsupportfortechnology-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 Product Support for Technology. {#dfrn3-productsupportfortechnology-summary__entry__12} | Release | Release notes | |-|-| | Yokohama | [Redirection to the right case type](https://www.servicenow.com/docs/access?context=generate-proactive-cases&family=yokohama&ft:locale=en-US) : Create a proactive case from an incident in the Proactive Service Experience Workflows. [Playbook stages and activities](https://www.servicenow.com/docs/access?context=tech-product-support-playbook-stages&family=yokohama&ft:locale=en-US) : Diagnose the issue in the troubleshoot stage in the Technology Product Support Case playbook. Create the resolution task to solve the issue. [Integrate with external southbound systems](https://www.servicenow.com/docs/access?context=tech-product-outbound-flow&family=yokohama&ft:locale=en-US) : In the Technology Product Support Case, you can submit outbound service test run requests to various external systems by integrating the application with the external southbound systems. [Create a service problem case from the workspace](https://www.servicenow.com/docs/access?context=create-service-problem-case&family=yokohama&ft:locale=en-US) : Create a service problem case for a customer raised issue so that an agent can work on it and resolve the service-related problem. Record generation capability via playbooks for customer service problem management. [Create a service problem case in the Customer Service Portal](https://www.servicenow.com/docs/access?context=create-a-product-case-from-the-customer-service-portal&family=yokohama&ft:locale=en-US) : Create a service problem case to report an issue about the service from the Customer Service Portal. [Summarize a service problem case](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-case&family=yokohama&ft:locale=en-US) : Use the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) to provide concise, context-driven summaries specific to each case. This feature enables agents to confirm that critical case details are captured, and enable them to provide personalized and informed resolutions. [Generate the resolution notes for a service problem case using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution&family=yokohama&ft:locale=en-US) : Generate resolution notes and then shorten or elaborate the content using the Now Assist context menu in the resolution notes field of the case form, in both the Core UI (UI16) and Workspace. [Generate a knowledge article](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-knowledge-article&family=yokohama&ft:locale=en-US) : You can now select and gather insights and data from multiple similar cases to draft an article by using ServiceNow Otto for TMT. You can revise the content in existing Knowledge articles by using the Now Assist icon (![Now assist icon.]()), which is accessible as an inline capability, and create and refine Knowledge articles. [Summarize test for a technology product support case using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-tech-support-case&family=yokohama&ft:locale=en-US) : Generate the test run summary for a technology product support case record to understand the context of test outcomes and the root cause of the problem. [Components installed with Customer Service Problem Management](https://www.servicenow.com/docs/access?context=spm-components&family=yokohama&ft:locale=en-US) : Create roles for customer service problem management so that agents and customers can create service problem cases. | | Zurich | No updates for this release. | | Australia | [Service delivery overview](https://www.servicenow.com/docs/access?context=account-360-analytics-dashboard&family=australia&ft:locale=en-US) : Use Service Delivery Overview L1 menu to access the analytics dashboards. The Service Delivery Overview enables you to access charts and summary data on metrics such as proactive cases, account escalations, SLAs, channels used, core KPIs, and more. The Service Delivery Overview page is available in Service Operations Workspace in all releases. For CSM/FSM Configurable Workspace, it is available only in the Zurich and Australia releases. [Customer impact tab](https://www.servicenow.com/docs/access?context=enhance-customer-impact-visibility-psew-process&family=australia&ft:locale=en-US) : Use the customer impact tab in the incident, change, and problem case records. This tab shows key metrics and insights across customer accounts, reactive cases, and install base items. It improves visibility and streamline decision-making during PSEW processes. You can also generate proactive cases and communicate with customers or consumers. | | Brazil | [Executive Portfolio view](https://www.servicenow.com/docs/access?context=executive-portfolio-page&family=brazil&ft:locale=en-US) : The Executive Portfolio page provides account teams and leadership with a real-time view of account portfolio performance. Use this page to identify at-risk revenue, track renewal readiness, monitor product adoption, and understand customer experience trends. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Product Support for Technology features. {#dfrn3-productsupportfortechnology-summary__entry__22} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | 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. [Service delivery overview](https://www.servicenow.com/docs/access?context=account-360-analytics-dashboard&family=australia&ft:locale=en-US) : The Service Delivery Overview L1 menu is added to the Service Operations Workspace and CSM/FSM Configurable Workspace. | | Brazil | [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. | [ ] ## Removed Between your current release family and Brazil, some Product Support for Technology features or functionality were removed. {#dfrn3-productsupportfortechnology-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 Product Support for Technology features or functionality were deprecated. {#dfrn3-productsupportfortechnology-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | * The Analytics tab is removed from the customer account view. * The Notify Customers UI action is removed from the case record. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Product Support for Technology. {#dfrn3-productsupportfortechnology-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | Activation information : Install Product Support for Technology and Proactive Service Experience Workflows by requesting them from the ServiceNow® Store. Important: Product Support for Technology is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | Activation information : Install Product Support for Technology (sn_tech_support) and Proactive Service Experience Workflows (sn_ind_tsm_sdwan) 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=brazil&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Product Support for Technology we have noted them here. {#dfrn3-productsupportfortechnology-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 Product Support for Technology we have noted them here. {#dfrn3-productsupportfortechnology-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 Product Support for Technology, such as specific requirements or compliance levels. {#dfrn3-productsupportfortechnology-summary__entry__82} | 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. | [ ] ## Localization information If there are specific localization considerations for Product Support for Technology we have noted them here. {#dfrn3-productsupportfortechnology-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 Product Support for Technology we have noted them here. {#dfrn3-productsupportfortechnology-summary__entry__102} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | Australia Early Availability * Use analytics dashboards on the Service Delivery Overview page to improve usability and operational visibility. * Use the customer impact tab to improve operational clarity, reduce navigation time, and manage the Proactive Service Experience Workflows (PSEW) processes. See [Product Support for Technology](https://www.servicenow.com/docs/access?context=assurance-workflows&family=australia&ft:locale=en-US) for more information. | | Brazil | * Correlate network incidents to customer accounts, giving support teams a 360 degree view of impact for faster, informed decisions. * Auto-generate proactive cases to notify customers of outages or changes, then auto-resolve them once service is restored. * Escalate incidents through configurable, decision-based workflows from L1 to L4 support for quicker expert resolution. See [Product Support for Technology](https://www.servicenow.com/docs/access?context=assurance-workflows&family=brazil&ft:locale=en-US) for more information. | [ ]