--- 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 Retail Service Management (RSM) release notes for upgrades from Yokohama to Brazil # Combined ServiceNow Otto for Retail Service Management (RSM) 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) 4 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 Retail Service Management (RSM) Release Notes for Upgrades from Yokohama to Brazil This consolidated release notes document provides ServiceNow customers with a comprehensive summary of all updates, new features, changes, and important information for upgrades of ServiceNow Otto for Retail Service Management (RSM) from the Yokohama release family through to Brazil. It is designed to assist customers in preparing for and executing their upgrade by highlighting relevant cross-family enhancements and modifications. Show full answer Show less ## Key Features * **Store Inquiry AI Agent (Introduced in Zurich Patch 4):** An intelligent assistant tailored to help retail store support agents efficiently manage and resolve cases. Capabilities include: * Updating case details such as resolution notes and work updates. * Fetching similar past cases to aid in quicker resolution. * Retrieving metadata to create selectable links for source documents or cases. * Accessing current case information like short descriptions. * Searching multiple knowledge sources to generate clear, traceable responses with flags for uncertain cases requiring human review. * Learning and improving with every resolved query and integrating seamlessly into headquarters workflows with tailored suggestions. ## Key Changes * **Now Assist Usage Measurement (Starting with Australia Early Access):** Transition from a 365-day look-back model to a 365-day burn-down model for AI usage measurement, resetting usage at the contract anniversary date. This change helps in more accurate tracking aligned with contract periods. ## Activation and Requirements * **Plugin Activation:** ServiceNow Otto for RSM can be activated via the `com.sn.now.platform` plugin. Customers should refer to the plugin installation guidelines to enable ServiceNow Otto for RSM functionality. * **Availability:** The product is available through the ServiceNow Store. * **No Updates:** There are no additional updates on browser requirements, accessibility, localization, or additional system requirements across these releases. ## Removed and Deprecated Features No features were removed or deprecated in the upgrade path from Yokohama through Brazil for ServiceNow Otto for Retail Service Management (RSM). ## Upgrade Preparation Before upgrading to Brazil, customers should review and complete any pre- and post-upgrade tasks as outlined in the release notes to ensure a smooth transition. The document also notes where specific release families did not have updates, helping customers focus on relevant changes. Consolidated page of all release notes for ServiceNow Otto for Retail Service Management (RSM) 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 Retail Service Management (RSM) 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 Retail Service Management (RSM) to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM). {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__12} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) [Store inquiry AI agent](https://www.servicenow.com/docs/access?context=agentic-workflows-now-assist-retail&family=zurich&ft:locale=en-US) : The store inquiry AI agent is an intelligent assistant designed to support retail store support agents in efficiently managing and resolving cases. New tools or scripts have been added to support store inquiry case management, including: * Updating case details: Modifying the current information about a case, such as adding resolution information or updating work notes. * Fetching similar cases: Retrieving past cases that have similar descriptions to the current case. * Retrieving metadata for selectable links: Gathering information about a source (like a case or document) to create a selectable link to it. * Get case details: Retrieving the current information about a case, such as its short description. | | 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 Retail Service Management (RSM) features. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__22} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | 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 Retail Service Management (RSM) features or functionality were removed. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM) features or functionality were deprecated. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM). {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Activation information : The ServiceNow Otto for RSM plugin is available with activation of com.sn.now.platform plugin. For more information, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for RSM 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 Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__102} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | [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 retail store support agents to use the store inquiry Al agent to: * Search multiple knowledge sources to generate clear, traceable responses and flag uncertain cases for human review. * Improve with every resolved query and seamlessly fit into HQ workflows with tailored suggestions. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ]