--- 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 ServiceNow Otto for Order Management release notes for upgrades from Yokohama to Brazil # Combined ServiceNow Otto for Order 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) 9 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 Order Management Release Notes for Upgrades from Yokohama to Brazil This consolidated release notes document provides ServiceNow customers with a comprehensive summary of updates, new features, changes, and important upgrade information for ServiceNow Otto for Order Management from the Yokohama release family through to Brazil. It serves as a practical guide to help prepare and execute upgrades by outlining key enhancements and configuration considerations across multiple releases. Show full answer Show less ## New Features * **Manage Order Operations Agent on Business Portal (Yokohama onward):** Activate this AI-powered agent to enable B2B customers to autonomously submit and manage order cases directly on the Business Portal using natural language via chat and voice channels. This reduces manual case creation and accelerates issue resolution. * **Order Summarization:** Generate unified summaries of complex orders to provide real-time visibility into order status, track changes, and prioritize tasks effectively. This enhances communication with customers, suppliers, and partners, minimizes errors, and supports timely fulfillment. * **AI-Powered Invoice Case Management (Zurich):** Customers can report invoice quantity disputes through conversational AI assistants with chat and voice interaction. The system autonomously validates, creates cases, issues credit notes or replacement orders, and escalates to human agents when necessary. * **Human Agent Handoff with Context Transfer:** Seamless escalation from AI to live agents with full conversation history and dispute details transferred into the Configurable Workspace, improving customer experience and resolution efficiency. * **Now Assist for Invoice Resolution:** Agents receive AI-driven recommendations based on similar past cases, reducing research time and improving consistency in dispute resolution. * **Automated Email Notifications:** Customers receive automated updates during invoice case lifecycle milestones such as case creation, resolution, and next steps. * **Return Merchandise Authorization (RMA) AI Agent:** Automates entitlement verification, selects resolution paths, provides proactive updates, and handles multi-intent emails for efficient case management. ## Changes * **Now Assist Usage Measurement Update:** Starting with Yokohama Patch 5 and continuing in Zurich and later releases, usage tracking transitions from a 365-day look-back to a 365-day burn-down model resetting at the contract anniversary date. This affects how AI usage is monitored and reported. * **Default Activation of Some Now Assist Skills:** New installations enable certain AI skills automatically. For upgrades, unconfigured skills are enabled by default, while previously configured and disabled skills remain off unless manually changed. * **Access Control for AI Agents and Workflows:** Administrators can configure access control lists (ACLs) in AI Agent Studio to control who can discover and trigger AI agents or workflows, and define user behavior for AI interactions. * **Browser Support Update (Zurich):** RMA Case Management no longer supports mobile devices and Internet Explorer, requiring use of supported browsers for optimal experience. ## Activation and Requirements ServiceNow Otto for Order Management is available on the ServiceNow Store and must be installed via the Application Manager. No additional browser, localization, accessibility, or other requirements were updated between Yokohama and Brazil releases, except for the noted browser support change. ## Upgrade Considerations * Review and complete all pre- and post-upgrade tasks before upgrading to Brazil. * Leverage the new AI capabilities to improve customer self-service and agent productivity. * Adjust Now Assist usage tracking expectations according to the new burn-down model. * Configure ACLs to secure AI agent and workflow access appropriately. * Ensure browser environments comply with updated support policies. ## Key Outcomes * Enhanced customer experience through AI-driven self-service for order and invoice case management. * Improved operational efficiency and reduced manual workload for agents via automated case creation, summarization, and intelligent dispute resolution. * Greater transparency and communication with customers and partners through real-time order summaries and automated notifications. * Streamlined AI usage monitoring and governance aligned with contractual terms. * Secure and configurable AI agent access ensuring appropriate user permissions and compliance. Consolidated page of all release notes for ServiceNow Otto for Order Management 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 Order 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 ServiceNow Otto for Order Management to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforordermanagement-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 Order Management. {#dfrn3-servicenowottoforordermanagement-summary__entry__12} | Release | Release notes | |-|-| | Yokohama | [Enable the manage order operations agent in the Business Portal](https://www.servicenow.com/docs/access?context=enable-manage-order-operations-ai-agent&family=yokohama&ft:locale=en-US) : Activate the manage order operations agent so that you can make it available to your customers on the Business Portal. [Request order changes using Now Assist](https://www.servicenow.com/docs/access?context=request-order-changes-now-assist&family=yokohama&ft:locale=en-US) : Use the manage order operations agent to provide a seamless experience to your customers on the Business Portal, enabling them to create order cases using a virtual assistant effortlessly. The AI agent can intelligently categorize requests for expedited delivery by creating order-related cases linked directly to the specific order, significantly reducing manual case creation and speeding up resolution times. Interaction channels include chat and voice options. [Summarize an order](https://www.servicenow.com/docs/access?context=now-assist-order-mgmt-summarize-order&family=yokohama&ft:locale=en-US) : Generate a summary of a complex order for a unified view of the order's current state to: * Respond confidently to customer queries with accurate, real-time order status. * Track changes and validate details to maintain consistency and transparency. * Minimize errors and improve communication across suppliers and partners. * Monitor tasks that are at risk of missing deadlines. * Assign tasks to appropriate resources based on priority and skill. * Make rapid prioritization decisions to prevent delays and help ensure timely fulfilment. | | Zurich | [AI-powered invoice case management for customers](https://www.servicenow.com/docs/access?context=dispute-invoice-issues-now-assist&family=zurich&ft:locale=en-US) : Enable customers to report quantity-related invoice disputes through an AI-powered virtual assistant on the Business Portal. Customers can describe the discrepancies through natural conversation, and the assistant validates details, creates cases, and autonomously resolves eligible disputes by issuing credit notes or replacement orders, or connects customers with a human agent when needed. [Invoice dispute intake with voice assistant](https://www.servicenow.com/docs/access?context=now-assist-invoice-mgmt-voice-aiagent&family=zurich&ft:locale=en-US) : Enable customers to report quantity-related invoice disputes using voice commands through an AI-powered voice assistant on the Business Portal. Customers can describe discrepancies through natural speech and the assistant captures dispute details to create invoice cases or connects customers with a human agent. [Human agent handoff with context transfer](https://www.servicenow.com/docs/access?context=resolve-invoice-case-now-assist-agent&family=zurich&ft:locale=en-US) : Help customers to escalate complex disputes seamlessly to a live agent. The full conversation context, including invoice details, dispute reason, and prior AI actions are transferred to the CSM/FSM Configurable Workspace, enabling live agents to continue without asking customers to repeat information. [Now Assist for invoice case resolution](https://www.servicenow.com/docs/access?context=resolve-invoice-case-now-assist-agent&family=zurich&ft:locale=en-US) : Help accelerate invoice dispute resolution by surfacing similar cases and common resolution patterns in the Now Assist panel. Agents can request help with an invoice case to view how similar disputes were resolved, reducing research time and improving consistency. [Automated email notifications for invoice cases](https://www.servicenow.com/docs/access?context=now-assist-order-management-using&family=zurich&ft:locale=en-US) : Keep customers informed with automated email notifications at key points in the invoice case life cycle, including case creation confirmation, resolution details with credit note or replacement order information, and the next steps for cases requiring human review. [Return Merchandise Authorization](https://www.servicenow.com/docs/access?context=return-merchandise-authorization&family=zurich&ft:locale=en-US) : Leverage the RMA AI agent for automated entitlement and case handling with the following features: * Automates entitlement checks with real‑time warranty validation * Selects best‑fit resolution and sends for customer approval * Generates recommended actions when no valid entitlement is found * Provides proactive case updates and follow‑ups * Answers customer queries and handles multi‑intent emails [Enable the manage order operations agent in the Business Portal](https://www.servicenow.com/docs/access?context=enable-manage-order-operations-ai-agent&family=zurich&ft:locale=en-US) : Activate the manage order operations agent so that you can make the agent available to your customers on the Business Portal. [Request order changes using Now Assist](https://www.servicenow.com/docs/access?context=request-order-changes-now-assist&family=zurich&ft:locale=en-US) : Use the manage order operations agent to provide a seamless experience to your customers on the Business Portal, enabling them to create order cases using a virtual assistant effortlessly. The AI agent can intelligently categorize requests for expedited delivery by creating order-related cases linked directly to the specific order, significantly reducing manual case creation and speeding up resolution times. Interaction channels include chat and voice options. [Summarize an order](https://www.servicenow.com/docs/access?context=now-assist-order-mgmt-summarize-order&family=zurich&ft:locale=en-US) : Generate a summary of a complex order for a unified view of the order's current state to: * Respond confidently to customer queries with accurate, real-time order status. * Track changes and validate details to maintain consistency and transparency. * Minimize errors and improve communication across suppliers and partners. * Monitor tasks that are at risk of missing deadlines. * Assign tasks to appropriate resources based on priority and skill. * Make rapid prioritization decisions to avoid delays and help ensure timely fulfillment. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing ServiceNow Otto for Order Management features. {#dfrn3-servicenowottoforordermanagement-summary__entry__22} | 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. | | Zurich | [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). | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some ServiceNow Otto for Order Management features or functionality were removed. {#dfrn3-servicenowottoforordermanagement-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 ServiceNow Otto for Order Management features or functionality were deprecated. {#dfrn3-servicenowottoforordermanagement-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 ServiceNow Otto for Order Management. {#dfrn3-servicenowottoforordermanagement-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | Activation information : Request the ServiceNow Otto for Order Management application from the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/application/b75a55a63f71b6108428dd8d001f8bca) and install it using the Application Manager. For more information, see [Install an application](https://www.servicenow.com/docs/access?context=t_InstallApplications&family=yokohama&ft:locale=en-US). Important: ServiceNow Otto for Order Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Request the ServiceNow Otto for Order Management application from the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/application/b75a55a63f71b6108428dd8d001f8bca) and install it using the ServiceNow® Application Manager. For more information, see [Install an application](https://www.servicenow.com/docs/access?context=t_InstallApplications&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for Order Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Order Management we have noted them here. {#dfrn3-servicenowottoforordermanagement-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 ServiceNow Otto for Order Management we have noted them here. {#dfrn3-servicenowottoforordermanagement-summary__entry__72} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Browser requirements : Starting with the Zurich release, RMA Case Management for Sales Customer Relationship Management doesn't support mobile devices and Internet Explorer. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Order Management, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforordermanagement-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 ServiceNow Otto for Order Management we have noted them here. {#dfrn3-servicenowottoforordermanagement-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 ServiceNow Otto for Order Management we have noted them here. {#dfrn3-servicenowottoforordermanagement-summary__entry__102} | 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. * Enable business-to-business (B2B) customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language using the manage order operations agent. * Summarize complex orders across products, services, and fulfillment tasks, enabling agents to quickly understand status, take the right actions, and avoid navigating fragmented views to make next steps easier and improving productivity. See [ServiceNow Otto for Order Management](https://www.servicenow.com/docs/access?context=now-assist-order-management&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) * Enable business-to-business (B2B) customers to create invoice dispute cases through AI-powered chat and voice assistants that guide them through conversational dispute intake on the Business Portal. * Provide uninterrupted handoff to human agents to support complex use cases, with full conversation context transferred to the CSM/FSM Configurable Workspace. * RMA AI agent for automated RMA entitlement and intelligent case handling. [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) * Enable B2B customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language using the manage order operations agent. * Summarize complex orders across products, services, and fulfillment tasks, enabling agents to quickly understand status, take the right actions, and avoid navigating fragmented views to make the next steps easier and improving productivity. See [ServiceNow Otto for Order Management](https://www.servicenow.com/docs/access?context=now-assist-order-management&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ]