Combined Sales CRM for Telecommunications release notes for upgrades from Zurich to Australia

  • Release version: Australia
  • Updated August 11, 2026
  • 4 minutes to read
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    Summary of Combined Sales CRM for Telecommunications Release Notes for Upgrades from Zurich to Australia

    This consolidated release notes document guides ServiceNow customers through the upgrade from the Zurich to Australia release family for Sales CRM for Telecommunications. It highlights new features, changes, deprecations, activation steps, and other relevant information to ensure a smooth transition and to maximize the benefits of the latest release.

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    New Features

    • Australia Patch 3: Introduction of an AI agent that processes uploaded image files to extract task dependencies and generate task plan templates, standardizing fulfillment processes.
    • Australia Patch 1: Launch of three ServiceNow AI Platform licensing tiers—Foundation, Advanced, and Prime—providing varying access to AI features, generative AI skills, and agentic workflows according to license level.
    • Order Fallout AI Agent: Automates creation of fallout records mapped to existing fallout types for improved error tracking and follow-up in order management.
    • Early Availability Features:
      • Task plan template capability to define tasks and dependencies for orchestrating product fulfillment journeys.
      • Move order voice AI agent that captures customer details for service location changes, reducing manual effort.

    Changes and Updates

    • Australia Patch 4: Deprecation of the Now LLM service.
    • Australia Patch 5: Rebranding to ServiceNow Otto® as the new AI experience brand starting with Zurich Patch 12, reflected in product names without affecting entitlements or configurations.
    • Australia Patch 2: Product renaming from Sales Customer Relationship Management for Telecommunications (SOMT) to Sales CRM for Telecommunications to align with updated taxonomy; no functional or configuration changes.
    • Australia Early Availability: Addition of data-driven catalog subflow as an alternative to Flow Designer for configuring product workflows, providing more implementation flexibility.

    Activation and Requirements

    • To activate Sales CRM for Telecommunications on Australia, install the Order Management for telecom, media, and tech application from the ServiceNow Store.
    • No updates or changes to browser requirements, accessibility, localization, or additional technical prerequisites were noted between Zurich and Australia releases.

    Key Outcomes for Customers

    • Enhanced automation and AI-driven capabilities streamline order management and fulfillment processes, reducing manual efforts and improving accuracy.
    • Flexible licensing tiers allow customers to choose AI feature sets that best suit their organizational needs and maturity.
    • Product taxonomy updates and branding changes ensure alignment with ServiceNow’s evolving platform without disrupting existing configurations.
    • Alternative workflow configuration options empower customers with more control and adaptability in tailoring their sales CRM processes.

    Consolidated page of all release notes for Sales CRM for Telecommunications from Zurich to Australia.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family Sales CRM for Telecommunications release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich to Australia.

    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 Sales CRM for Telecommunications to Australia

    Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    New features

    Between your current release family and Australia, new features were introduced for Sales CRM for Telecommunications.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia
    Australia Patch 3
    Image to task plan template AI agent
    Use this agent to process an uploaded image file, extract task dependencies and store them as a task plan template for the given specification.
    Australia Patch 1
    ServiceNow product tiers
    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.

    Order fallout AI agent
    Automatically create fallout records mapped to existing fallout types for streamlined error tracking and follow-up.
    Australia Early Availability
    Task plan template
    Define tasks and their dependencies using the task plan template to orchestrate the fulfillment journey for a product to standardize fulfillment processes across products.
    Move order voice AI agent
    Use this agent to create a move order capture journey. The agent collects details such as the customer’s name, current service location, product offering, and new service address.

    Changes

    Between your current release family and Australia, some changes were made to existing Sales CRM for Telecommunications features.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia
    Australia Patch 4
    Now LLM service deprecation

    Removed

    Between your current release family and Australia, some Sales CRM for Telecommunications features or functionality were removed.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Deprecations

    Between your current release family and Australia, some Sales CRM for Telecommunications features or functionality were deprecated.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Activation information

    Review information on how to activate Sales CRM for Telecommunications.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    Install Order Management for telecom, media, and tech by requesting it from the ServiceNow Store.

    Additional requirements

    If any additional requirements were introduced or changed for Sales CRM for Telecommunications we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for Sales CRM for Telecommunications we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Accessibility information

    Review details on accessibility information for Sales CRM for Telecommunications, such as specific requirements or compliance levels.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Localization information

    If there are specific localization considerations for Sales CRM for Telecommunications we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia

    		 No updates for this release.

    Highlight information

    If there are specific highlight considerations for Sales CRM for Telecommunications we have noted them here.

    Release Release notes

    Zurich

    		 No updates for this release.

    Australia
    Australia Patch 5
    • Starting with Zurich Patch 12, ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Telecommunications, Media, and Technology (TMT). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
    Australia Patch 3
    • Use the task template generation agent to create a task plan template for the given specification based on the uploaded image file.
    Australia Patch 2
    • Sales Customer Relationship Management for Telecommunications (SOMT) is now known as Sales Customer Relationship Management for Telecommunication (Sales CRM for Telecommunications) to align with the updated product taxonomy. There is no change to functionality or existing customer configurations.
    Australia Patch 1
    • Automatically create the fallout records based on reported issues in the order task work notes.
    Australia Early Availability
    • Provide customers with the option to configure product workflows using the data-driven catalog subflow as an alternative to Flow Designer, giving more options for implementing product configurations.
    • Automate the customer move order capture journey to reduce the manual effort.

    See Sales Customer Relationship Management for Telecommunications for more information.