Combined ServiceNow Otto for Sales Automation release notes for upgrades from Zurich to Australia

  • Release version: Australia
  • Updated August 11, 2026
  • 3 minutes to read
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    Summary of Combined ServiceNow Otto for Sales Automation Release Notes for Upgrades from Zurich to Australia

    This consolidated release notes document provides ServiceNow customers with essential information for upgrading the ServiceNow Otto for Sales Automation product from the Zurich release family to Australia. It compiles all new features, changes, removals, deprecations, activation steps, and other relevant details to help you prepare and execute your upgrade smoothly.

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    New Features

    • Zurich Patch 2: Introduced agentic workflows designed to assist sales agents in managing lead lifecycles efficiently through AI agents. The Help nurture new leads workflow automates outreach, email classification, appointment scheduling, and handling lead disinterest. The key AI agents involved include:
      • Lead outreach AI agent
      • Inbound email AI agent
      • Appointment management AI agent
      • Lead disinterest AI agent
    • Australia release: No new features were added.

    Changes

    • Zurich Patch 5: Updated Now Assist AI usage measurement from a 365-day look-back to a 365-day burn-down model, resetting usage at the contract anniversary date. This change improves how AI consumption is tracked and reported.
    • Australia release: No changes were made.

    Removals and Deprecations

    No features or functionalities were removed or deprecated between Zurich and Australia releases.

    Activation and Requirements

    • Zurich: Now Assist features require activation of the com.sn.now.platform plugin.
    • Zurich: The application depends on Sales Development AI agents.
    • Australia: No updates to activation or requirements.

    Additional Information

    • Product Naming: In Zurich Patch 7, Now Assist for Sales and Order Management (SOM) was renamed to ServiceNow Otto for Sales Automation with no change in functionality or configurations.
    • Browser, Accessibility, and Localization: No updates or new requirements between Zurich and Australia.
    • Upgrade Preparation: Review and complete pre- and post-upgrade tasks as outlined to ensure a successful transition.

    Practical Benefits for Customers

    Upgrading to Australia ensures you continue leveraging the latest AI-driven workflows introduced in Zurich, with improved usage tracking models and standardized product naming for clarity. The agentic workflows help automate lead management tasks, improving sales efficiency and responsiveness without requiring manual intervention. Activation through the specified plugin and reliance on Sales Development AI agents are necessary prerequisites to utilize these features effectively.

    Consolidated page of all release notes for ServiceNow Otto for Sales Automation from Zurich to Australia.

    How to use this page

    To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Sales Automation 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 ServiceNow Otto for Sales Automation 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 ServiceNow Otto for Sales Automation.

    Release Release notes

    Zurich
    Zurich Patch 2
    Use agentic workflows
    The Help nurture new leads agentic workflow works with a team of AI agents to assist the sales agents to manage the life cycle of leads, either independently or under supervision.
    Table 1. Available workflows for lead management AI agents for the AI agent collection
    Workflow name Description Available AI agents
    Help nurture new leads
    • Outlines the steps required to engage the lead with the sales agent.
    • Sends initial outreach and follow-up emails.
    • Retrieves emails, classifies the intent, and routes it to the right sales agent to take action.
    • Schedules, reschedules, or deletes the appointments based on sales agent availability.
    • Manages the leads who want to opt out or uninterested.
    • Lead outreach AI agent
    • Inbound email AI agent
    • Appointment management AI agent
    • Lead disinterest AI agent

    Australia

    		 No updates for this release.

    Changes

    Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Sales Automation features.

    Release Release notes

    Zurich
    Zurich Patch 5
    Changes to Now Assist usage measurement
    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.

    Australia

    		 No updates for this release.

    Removed

    Between your current release family and Australia, some ServiceNow Otto for Sales Automation 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 ServiceNow Otto for Sales Automation 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 ServiceNow Otto for Sales Automation.

    Release Release notes

    Zurich

    Now Assist features are available with activation of com.sn.now.platform plugin. For more information, see Install plugins for ServiceNow Otto.

    Australia

    		 No updates for this release.

    Additional requirements

    If any additional requirements were introduced or changed for ServiceNow Otto for Sales Automation we have noted them here.

    Release Release notes

    Zurich

    The ServiceNow Otto for Sales Automation application requires the Sales Development AI agents.

    Australia

    		 No updates for this release.

    Browser requirements

    If any specific browser requirements were introduced or changed for ServiceNow Otto for Sales Automation 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 ServiceNow Otto for Sales Automation, 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 ServiceNow Otto for Sales Automation 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 ServiceNow Otto for Sales Automation we have noted them here.

    Release Release notes

    Zurich
    Zurich Patch 7
    • Now Assist for Sales and Order Management (SOM) is now known as ServiceNow Otto for Sales Automation to align with our updated product taxonomy. There is no change to functionality or existing customer configurations.
    Zurich Patch 5
    • Review changes to Now Assist usage measurement.
    Zurich Patch 2
    • Enable sales agents to use the Help nurture new leads agentic workflow to:
      • Proactively engage with initial leads
      • Book an appointment/demo to qualify a lead
      • Identify opt-outs and disinterest for lead disqualification

    See Now Assist for SOM for more information.

    Australia

    		 No updates for this release.