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# Combined ServiceNow Otto for HR Service Delivery (HRSD) release notes for upgrades from Yokohama to Brazil

# Combined ServiceNow Otto for HR Service Delivery (HRSD) 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) 19 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 ServiceNow Otto for HR Service Delivery (HRSD) Release Notes for Upgrades from Yokohama to Brazil

This consolidated release notes document details the features, changes, and updates for ServiceNow Otto for HR Service Delivery (HRSD) from the Yokohama release through to the Brazil release.
It is designed to assist ServiceNow customers in preparing for upgrades by summarizing enhancements, workflow improvements, AI capabilities, and administrative changes across these releases.
The Brazil release itself does not introduce new updates but consolidates prior changes and enhancements.
Show full answer Show less  

## New Features

* **Agentic Workflows:** Introduction of AI-driven workflows such as resolving HR cases with generated fulfillment plans, growth conversations for employee development, onboarding ramp-up plans, tuition reimbursement request handling, and interview scheduling automation.
* **Now Assist Enhancements:** Integration of third-party AI model providers Google Gemini and AWS Claude alongside existing models, enabling more robust AI-driven assistance and automation.
* **Knowledge Management:** Ability to create custom knowledge article templates and view source citations for AI-generated email reply recommendations to improve response accuracy and relevance.
* **Virtual Agent Improvements:** Expanded Virtual Agent topics to handle employee requests such as time off and personal detail updates, leveraging personalized Knowledge Graph schemas for tailored interactions.
* **Employee Feedback and Growth:** AI agents facilitate employee feedback collection with reusable templates and provide data-driven talking points for managers to conduct focused growth conversations.
* **HR AI Voice Agents:** Enable employees to interact via voice for self-service HR tasks, integrated with leading Contact Center as a Service (CCaaS) platforms for seamless experiences.
* **Security and Access Control:** Enhanced security for AI agents and workflows through configurable access control lists (ACLs) in AI Agent Studio.
* **Journey Accelerator Enhancements:** AI-driven recommendations for additional journey services and tasks during onboarding and employee development, with manager review via conversational Virtual Agent experience.
* **ServiceNow AI Platform Licensing:** Introduction of three AI licensing tiers---Foundation, Advanced, and Prime---granting customers access to varying levels of AI capabilities based on their subscription.

## Changes

* **Now Assist Usage Measurement:** Transition from a 365-day look-back model to a 365-day burn-down model with usage resetting at contract anniversary, affecting how AI usage is tracked and managed.
* **Default Activation of AI Skills:** New Now Assist installations automatically enable designated AI skills; for upgrades, previously unconfigured skills are turned on by default unless explicitly disabled.
* **AI Agent and Workflow Naming and Structure:** The "Resolve noncritical HR cases" workflow was renamed and restructured into distinct flows for predicting service routing, resolving noncritical cases, and resolving critical HR cases to improve clarity and efficiency.
* **Large Language Model Providers:** Now LLM Service is no longer the default for new or inactive AI assets; third-party providers are selected by default, although existing configurations remain unchanged.
* **User Interface:** Introduction of the Coral theme as the default for new portals and mobile experiences, offering a modern, brand-neutral appearance with a dark theme option.

## Activation and Deployment

ServiceNow Otto for HRSD is available through the ServiceNow Store. Customers should request installation from the Store to access the latest versions and features. The release notes emphasize the importance of reviewing pre- and post-upgrade tasks to ensure a smooth transition and proper configuration, especially related to AI agent permissions and skill activations.

## Practical Implications for ServiceNow Customers

* **Enhanced Automation:** Leverage AI-powered workflows to accelerate HR case resolution, onboarding, feedback collection, and employee growth discussions, reducing manual effort and improving experience.
* **Improved AI Flexibility:** Utilize multiple AI model providers to optimize performance and tailor AI assistance to organizational needs.
* **Security and Compliance:** Configure access controls for AI agents to maintain security and governance standards within HR operations.
* **Streamlined Upgrades:** Understand default behaviors for AI skill activation during upgrades to avoid unexpected changes and ensure continuity of service.
* **User Experience Enhancements:** Benefit from updated UI themes and conversational interfaces that simplify manager and employee interactions.

## Summary

Upgrading from Yokohama to Brazil consolidates numerous AI-driven improvements and workflow enhancements aimed at simplifying HR service delivery. Customers can expect more intelligent case management, personalized employee experiences, and greater automation capabilities supported by flexible AI model options and refined usage monitoring. While Brazil introduces no new features itself, it represents a stable and comprehensive foundation incorporating all prior enhancements, ready for deployment with recommended upgrade practices and security configurations.  
Consolidated page of all release notes for ServiceNow Otto for HR Service Delivery (HRSD) from Yokohama to Brazil.

## How to use this page

To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for HR Service Delivery (HRSD) 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 ServiceNow Otto for HR Service Delivery (HRSD) to Brazil

Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed.  
{#dfrn3-servicenowottoforhrservicedeliveryhrsd-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 ServiceNow Otto for HR Service Delivery (HRSD).  
{#dfrn3-servicenowottoforhrservicedeliveryhrsd-summary__entry__12}

| Release | Release notes |
|-|-|
| Yokohama | [Resolve HR cases agentic workflow](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&family=yokohama&ft:locale=en-US) :   Generate a step-wise fulfillment plan for an HR case by selecting the Generate Plan button on the HR Case. HR agents can add prompts to further refine the AI generated fulfillment plan before the plan is published to the work notes of the case. [Growth Conversations agentic workflow](https://www.servicenow.com/docs/access?context=agentic-wf-conversations-na-td&family=yokohama&ft:locale=en-US) :   Use the new growth conversations workflow to streamline your employee growth discussions in Career Conversations. [New third-party AI model provider options available for all Now Assist applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=yokohama&ft:locale=en-US) :   Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. [Generate a knowledge article](https://www.servicenow.com/docs/access?context=gen-kb-now-assisthr&family=yokohama&ft:locale=en-US) :   Create a copy of the KB generation skill to create custom templates that are based on your organization's requirements. When a skill copy is activated, the main skill is automatically deactivated. [Generate an email reply recommendation by using ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/access?context=email-recommendation-nahr&family=yokohama&ft:locale=en-US) :   View the list of KB articles, related records, and current records that are used to generate email reply recommendations. [Generate onboarding ramp-up plan agentic workflow](https://www.servicenow.com/docs/access?context=onboarding-ramp-up-plan-agentic-wf&family=yokohama&ft:locale=en-US) :   Simplify employee onboarding with AI agents that gather inputs, structure tasks, enable manager review, and deliver personalized onboarding plans. [Resolve HR cases agentic workflow](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&family=yokohama&ft:locale=en-US) :   Use the Resolve noncritical HR cases agentic workflow for faster mean time to repair (MTTR) cases, automate the resolution of routine employee inquiries, and reduce the costs for HR operations organizers.{#dfrn3-servicenowottoforhrservicedeliveryhrsd-summary__entry__16} | Agentic workflow | Description | |-|-| | Resolve noncritical HR cases | AI agents detect criticality and retrieve relevant knowledge-based responses to automate the resolution of employee queries. | [Table 1. Available agentic workflows] [Access knowledge from internal and external content sources](https://www.servicenow.com/docs/access?context=explore-now-assist-hr&family=yokohama&ft:locale=en-US) :   Find reliable answers to HR management queries from multiple data sources, including the research and articles from The Josh Bersin Company, with attribution to each source. [Override sensitivity detection false positives](https://www.servicenow.com/docs/access?context=explore-now-assist-hr&family=yokohama&ft:locale=en-US) :   Proceed with the interaction when the virtual agent incorrectly identifies a phrase as containing sensitive information. [Create a growth conversation with the help of an agent in Now Assist](https://www.servicenow.com/docs/access?context=agentic-wf-conversations-na-td&family=yokohama&ft:locale=en-US) :   As a manager, use the growth conversations preparation AI agent to schedule and prepare for employee growth discussions. The agent provides a clear summary of employee activity and career journey, with data-driven talking points to make conversations more focused and impactful. Note: This feature is available when you have both ServiceNow Otto for HR Service Delivery (HRSD), which will install Now Assist for Talent and HR Talent AI Agent Collection [Help resolve tuition requests agentic workflow](https://www.servicenow.com/docs/access?context=now-assist-hrsd-ai-agents-policy-resolving-tr-usecase&family=yokohama&ft:locale=en-US) :   Use the Resolve policy use case for faster mean time to repair (MTTR) cases that require validation that is based on the policies that are built for tuition reimbursement.{#dfrn3-servicenowottoforhrservicedeliveryhrsd-summary__entry__20} | AI agent use case | Description | |-|-| | Resolve policy for tuition reimbursement | AI agents resolve tuition reimbursement requests by connecting to various parties (for example, the manager for approval) and resolving the case, while keeping the human agent in the loop. | [Table 2. Available AI agents use case] [ServiceNow Otto for HRSD Virtual Agent topics](https://www.servicenow.com/docs/access?context=now-assist-ohcm&family=yokohama&ft:locale=en-US) :   Use the [ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/access?context=now-assist-hrsd&family=yokohama&ft:locale=en-US) Virtual Agent topics to place employee requests in the HCM system. Examples of requests are when an employee requests time off or updates their personal details. [Use Knowledge Graph](https://www.servicenow.com/docs/access?context=na-kb-graph&family=yokohama&ft:locale=en-US) :   Create and manage personalized knowledge models as Knowledge Graph schemas that are represented as nodes, edges, and their properties. Virtual Agent uses the assigned Knowledge Graph schema to resolve employee requests and queries. [Create a journey using Now Assist](https://www.servicenow.com/docs/access?context=create-journey-na&family=yokohama&ft:locale=en-US) :   Create Journey Accelerator plans by entering prompts to Virtual Agent without having to manually create lists and forms. |
| Zurich | [ER Interview Summarization](https://www.servicenow.com/docs/access?context=now-assist-hrsd-er-interview&family=zurich&ft:locale=en-US) :   Use the ER interview summarization skill to obtain summary of the ER case interview, which includes details such as quick recap, key assertions and responses. [Self-scheduling option in Schedule interviews agentic workflow](https://www.servicenow.com/docs/access?context=use-ai-agents-to-schedule-interviews&family=zurich&ft:locale=en-US) :   Recruiters and recruitment coordinators can now use self-scheduling to streamline interview scheduling by presenting applicants with available time slots to choose from. This option reduces the time to schedule in the absence of overlapping applicant-declared availability and minimizes the probability of manual handover to recruiter. The workflow recommends self-scheduling when beneficial, offers panelist-compatible slots sorted by confidence level, and automatically schedules interviews once applicants select their preferred time. [Offboarding knowledge transfer plan generation agentic workflow](https://www.servicenow.com/docs/access?context=offboarding-knowledge-x-agentic-wf&family=zurich&ft:locale=en-US) :   The offboarding knowledge transfer plan generation agentic workflow captures and organizes critical knowledge when employees leave. AI agents interact with managers to collect requirements, discover documents from the specified time period, categorize content into meaningful work areas, and facilitate employee review before sharing with successors. [Generate onboarding ramp-up plan](https://www.servicenow.com/docs/access?context=onboarding-ramp-up-plan-agentic-wf&family=zurich&ft:locale=en-US) :   The generate onboarding ramp-up plan workflow has been enhanced to create more relevant and personalized ramp-up plans for new hires. The workflow now recommends additional Journey services (catalogs and order guides) based on previously completed journeys and services requested by peers in similar roles. Managers can review these recommendations in Now Assist in Virtual Agent and add new services through a conversational experience. [Predict service and transfer HR cases](https://www.servicenow.com/docs/access?context=predict-transfer-hrcase&family=zurich&ft:locale=en-US) :   Analyze an HR case and automatically route it to the most appropriate HR service with the predict service and transfer HR cases agentic workflow. [Resolve noncritical HR cases](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&family=zurich&ft:locale=en-US) :   Use the resolve noncritical HR cases agentic workflow to assess the criticality of HR cases, and automatically respond to noncritical inquiries without human intervention. Human agent intervention is required when the request is identified as critical. [Resolve critical HR case](https://www.servicenow.com/docs/access?context=employee-issue-resolve-critical&family=zurich&ft:locale=en-US) :   Resolve critical HR requests efficiently with the resolve critical HR case agentic workflow. This workflow generates a tailored fulfillment plan for an HR case using fulfillment instructions, KB articles, or resolution notes of similar past cases. It helps accelerate the resolution process by providing planning support to HR agents. [Summarize an ER case](https://www.servicenow.com/docs/access?context=now-assist-hrsd-summarize-er-case&family=zurich&ft:locale=en-US) :   Use the ER case summarization skill to obtain a comprehensive overview of the ER case, which includes key details, such as allegations, evidences, and interviews. [Help resolve tuition reimbursement requests](https://www.servicenow.com/docs/access?context=resolve-tuition-reimbursement-requests&family=zurich&ft:locale=en-US) :   Use the policy based HR evaluator skill to automatically compare employee tuition reimbursement submissions against company policies and return a decision of approval, denial, or request for additional information. [HR AI voice agents](https://www.servicenow.com/docs/access?context=now-assist-hrsd-voice-ai-agents&family=zurich&ft:locale=en-US) :   Help employees handle self-service HR issues, such as creating cases, checking case status, and requesting time off, using real-time voice interactions with HR AI voice agents. With advanced speech-to-text and text-to-speech capabilities, configurable caller authentication, and seamless integration with Contact Center as a Service (CCaaS) providers, such as Twilio and Genesys, the agents can deliver an efficient and personalized experience for employees. [Security for AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=zurich&ft:locale=en-US) :   Enable security settings to run AI agents and agentic workflows by using ACLs and user identities. You can configure and manage the ACLs in AI Agent Studio. [HCM AI agents](https://www.servicenow.com/docs/access?context=conversational-agents&family=zurich&ft:locale=en-US) :   Use AI agents to enable employees to place requests to the HCM system, such as apply for time off or update details. [Resolve HR cases agentic workflow](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&family=zurich&ft:locale=en-US) :   Generate a fulfillment plan in a series of steps for an HR case by selecting the Generate Plan button on the HR case. HR agents can add prompts to further refine the AI-generated fulfillment plan before the plan is published to the work notes of the case. [HR case sentiment analysis](https://www.servicenow.com/docs/access?context=analyze-sentiments-now-assist&family=zurich&ft:locale=en-US) :   Prioritize cases by the sentiment score and monitor sentiment trends over time. HR agents can review a brief summary to understand the reasoning for the sentiment score for each HR case. [Schedule interviews](https://www.servicenow.com/docs/access?context=use-ai-agents-to-schedule-interviews&family=zurich&ft:locale=en-US) :   Use AI agents to automate the interview scheduling process from the Now Assist panel and use the inputs from recruiters or recruitment coordinators to send out interview invites. [Generate onboarding ramp-up agentic workflow](https://www.servicenow.com/docs/access?context=onboarding-ramp-up-plan-agentic-wf&family=zurich&ft:locale=en-US) :   Accelerate onboarding with the generate onboarding ramp-up plan agentic workflow, which creates personalized and team-specific plans for every new hire. Powered by AI agents, it tailors learning paths, team tasks, and 1:1 introductions to help employees ramp up fast, build stronger connections, and reach productivity quickly. [Resolve noncritical HR cases](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&family=zurich&ft:locale=en-US) :   Evaluate case criticality and retrieve relevant knowledge articles to resolve HR cases, minimizing the need for agent intervention. Generate a fulfillment plan for an HR case, which helps resolve the HR case fast. [Some Now Assist skills are now turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=zurich&ft:locale=en-US) :   The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [Streamline feedback collection and review using the Employee feedback collection AI agent](https://www.servicenow.com/docs/access?context=employee-feedback-agent&family=zurich&ft:locale=en-US) :   As an admin, create reusable feedback templates using the Platform Surveys tool allowing managers to select and preview templates when requesting feedback, and help them quickly view a summarized snapshot of a reportee's recent feedback with easy navigation to the feedback page in Manager Hub for detailed insights. [Collect employee feedback with the help of an agent in Now Assist](https://www.servicenow.com/docs/access?context=employee-feedback-agent&family=zurich&ft:locale=en-US) :   As a manager, collect feedback from employees with the help from an agent in Now Assist. Identify which colleagues to request feedback from through Talent Development applications, journeys, and interaction patterns in Microsoft. Send, track, and manage feedback requests with built-in reminders. Leverage existing to-dos to send and manage feedback requests seamlessly. [Create a growth conversation with the help of an agent in Now Assist](https://www.servicenow.com/docs/access?context=agentic-wf-conversations-na-td&family=zurich&ft:locale=en-US) :   As a manager, use the growth conversations preparation AI agent to schedule and prepare for employee growth discussions. The agent provides a clear summary of employee activity and career journey as well as data-driven talking points for focused and impactful conversations. Note: This feature is available when you have both ServiceNow Otto for HR Service Delivery (HRSD), which installs ServiceNow Otto for Talent Development and AI Agents for Talent. [New third-party AI model provider options available for all AI applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) :   Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. [Create job requisition using AI](https://www.servicenow.com/docs/access?context=use-ai-agents-to-create-job-req&family=zurich&ft:locale=en-US) :   Use AI agents to automate the process for creating a job requisition from the Virtual Agent chat window by using the inputs from your hiring managers. |
| Australia | [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. [Streamline feedback collection and review using the Employee feedback collection AI agent](https://www.servicenow.com/docs/access?context=employee-feedback-agent&family=australia&ft:locale=en-US) :   As an admin, create reusable feedback templates using the Platform Surveys tool allowing managers to select and preview templates when requesting feedback, and help them quickly view a summarized snapshot of a reportee's recent feedback with easy navigation to the feedback page in Manager Hub for detailed insights. [Generate onboarding ramp-up plan](https://www.servicenow.com/docs/access?context=onboarding-ramp-up-plan-agentic-wf&family=australia&ft:locale=en-US) :   The Generate onboarding ramp-up plan workflow has been enhanced to create more relevant and personalized ramp-up plans for new hires. The workflow now recommends additional Journey services (catalogs and order guides) based on previously completed journeys and services requested by peers in similar roles. Managers can review these recommendations in Now Assist Virtual Agent and add new services through a conversational experience. |
| Brazil | No updates for this release. |
[ ]

## Changes

Between your current release family and Brazil, some changes were made to existing ServiceNow Otto for HR Service Delivery (HRSD) features.  
{#dfrn3-servicenowottoforhrservicedeliveryhrsd-summary__entry__30}

| Release | Release notes |
|-|-|
| Yokohama | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=yokohama&ft:locale=en-US) :   Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: Now Assist Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some Now Assist skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) :   The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) :   Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available. Flow name :   The Resolve noncritical HR cases flow has been renamed to Resolve HR cases flow. |
| Zurich | [Large language models on the ServiceNow AI Platform](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&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. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) :   Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Functional change](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&family=zurich&ft:locale=en-US) :   The resolve HR cases agentic workflow has been broken down into three agentic flows: * [Predict service and transfer HR cases](https://www.servicenow.com/docs/access?context=predict-transfer-hrcase&family=zurich&ft:locale=en-US) * [Resolve noncritical HR cases](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&family=zurich&ft:locale=en-US) * [Resolve critical HR case](https://www.servicenow.com/docs/access?context=employee-issue-resolve-critical&family=zurich&ft:locale=en-US) [Flow name](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&family=zurich&ft:locale=en-US) :   The resolve noncritical HR cases workflow has been renamed to the resolve HR cases workflow. Coral theme :   Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. |
| Australia | [Large language models on the ServiceNow AI Platform](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. |
| Brazil | No updates for this release. |
[ ]

## Removed

Between your current release family and Brazil, some ServiceNow Otto for HR Service Delivery (HRSD) features or functionality were removed.  
{#dfrn3-servicenowottoforhrservicedeliveryhrsd-summary__entry__40}

| 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 ServiceNow Otto for HR Service Delivery (HRSD) features or functionality were deprecated.  
{#dfrn3-servicenowottoforhrservicedeliveryhrsd-summary__entry__50}

| 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 ServiceNow Otto for HR Service Delivery (HRSD).  
{#dfrn3-servicenowottoforhrservicedeliveryhrsd-summary__entry__60}

| Release | Release notes |
|-|-|
| Yokohama | Activation information :   Install ServiceNow Otto for HRSD by requesting it from ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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=yokohama&ft:locale=en-US). Important: ServiceNow Otto for HRSD is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. |
| Zurich | Activation information :   Install ServiceNow Otto for HRSD by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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=zurich&ft:locale=en-US). Important: ServiceNow Otto for HRSD is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. |
| Australia | Activation information :   Install ServiceNow Otto for HRSD 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: ServiceNow Otto for HRSD is 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 ServiceNow Otto for HR Service Delivery (HRSD) we have noted them here.  
{#dfrn3-servicenowottoforhrservicedeliveryhrsd-summary__entry__70}

| 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 ServiceNow Otto for HR Service Delivery (HRSD) we have noted them here.  
{#dfrn3-servicenowottoforhrservicedeliveryhrsd-summary__entry__80}

| 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 ServiceNow Otto for HR Service Delivery (HRSD), such as specific requirements or compliance levels.  
{#dfrn3-servicenowottoforhrservicedeliveryhrsd-summary__entry__90}

| 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 ServiceNow Otto for HR Service Delivery (HRSD) we have noted them here.  
{#dfrn3-servicenowottoforhrservicedeliveryhrsd-summary__entry__100}

| 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 ServiceNow Otto for HR Service Delivery (HRSD) we have noted them here.  
{#dfrn3-servicenowottoforhrservicedeliveryhrsd-summary__entry__110}

| Release | Release notes |
|-|-|
| Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * Review changes to Now Assist usage measurement. * Some Now Assist skills, agents, and agentic workflows are on by default. * Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Yokohama Patch 6 * Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. * Create a copy of the KB generation skill to create custom templates. * View the list of sources that are used to generate an email reply recommendation. * Select citations to view the source articles and industry research from Galileo AI Assistant for HR. * Leverage an AI agent to generate a step-wise fulfillment plan for an HR case from both Core UI and Agent Workspace for HR Case Management. * Make career conversations easy to create and track using the growth conversations agentic workflow. Yokohama Patch 3 * Automate the resolution of routine employee inquiries by using the Resolve noncritical HR cases agentic workflow. * Receive research-backed responses to HR management queries that are sourced from both internal knowledge bases and The Josh Bersin content library. * Use the new Growth \& Performance AI agents to streamline your employee growth discussions in Career Conversations. Yokohama Patch 1: Improve agent productivity by managing long-running cases with the Triage cases AI agent. Yokohama Early Availability * Use the new Virtual Agent topics to place employee requests in the Human Capital Management (HCM) system. * Use Knowledge Graph to create personalized knowledge models in the form of Knowledge Graph schemas. * Create Journey Accelerator plans by using ServiceNow Otto for HRSD in Journey designer. See [ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/access?context=now-assist-hrsd&family=yokohama&ft:locale=en-US) for more information. |
| Zurich | [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Review an ER interview summary quickly by using the ER interview summarization skill from both Core UI and Agent Workspace for HR Case Management. * Streamline the interview scheduling process using the self-scheduling mechanism within the schedule interviews agentic workflow. * Preserve institutional knowledge during employee offboarding with AI agents that automate document discovery, organize content by category, and guide managers and employees through the transfer process. * View additional journey services (catalogs and order guides) recommended based on previous journeys and peer requests. * As a manager, review recommendations in Now Assist in Virtual Agent and add new tasks through a conversational interface. * As an admin, create reusable feedback templates using the ServiceNow AI Platform Surveys tool. * As a manager, select and preview feedback templates when requesting feedback. * As a manager, review a summarized view of an employee's recent feedback on the feedback page in Manager Hub. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * Use AI voice agents to enable employees to use self-service tools and create HR cases over the phone. * Use AI agents to predict the relevant HR service for an HR case and automatically transfer the case to the predicted HR service. * Use AI agents to analyze criticality of an HR case and use existing knowledge articles and catalog items for resolving a noncritical case. * Use AI agents to assist with processing tuition reimbursement requests based on submitted course information and company policies found in knowledge articles. * Leverage AI agents to generate fulfillment plans for critical HR cases from both Core UI and Agent Workspace for HR Case Management. * Review ER case context quickly by using the ER case summarization skill from both Core UI and Agent Workspace for HR Case Management. [Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US) * Implement security in Now Assist AI agents with access control lists (ACLs). * Use AI agents to place requests to the Human Capital Management (HCM) system. * Leverage an AI agent to generate a fulfillment plan in a series of steps for an HR case from both Core UI and Agent Workspace for HR Case Management. * Leverage AI agents to collect the necessary inputs from recruiters and schedule interviews seamlessly. * Simplify employee onboarding with AI agents that gather inputs, structure tasks, enable manager review, and deliver personalized onboarding plans. Zurich Early Availability * Use Google Gemini and Anthropic Claude on AWS as AI model providers for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. See [ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/access?context=now-assist-hrsd&family=zurich&ft:locale=en-US) for more information. |
| Australia | [Australia Patch 1](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US) [Australia Patch 1](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US) * As a manager, review recommendations in Now Assist in Virtual Agent and add new tasks through a conversational interface. * As an admin, create reusable feedback templates using the ServiceNow AI Platform Surveys tool. * As a manager, select and preview feedback templates when requesting feedback. * As a manager, review a summarized view of an employee's recent feedback on the feedback page in Manager Hub. Australia Patch 0 * View additional journey services (catalogs and order guides) recommended based on previous journeys and peer requests. See [ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/access?context=now-assist-hrsd&family=australia&ft:locale=en-US) for more information. |
| Brazil | No updates for this release. |
[ ]