--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Activity Management release notes for upgrades from Zurich to Brazil # Combined Activity Management release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Activity Management Release Notes for Upgrades from Zurich to Brazil This consolidated guide provides ServiceNow customers with essential information about Activity Management updates from the Zurich through Brazil releases. It highlights new features, changes, activation steps, and accessibility improvements relevant to upgrading and effectively using Activity Management within the ServiceNow CRM ecosystem. Show full answer Show less ## New Features The Australia release introduced several important enhancements to Activity Management that remain relevant when upgrading to Brazil: * **Responsibility-Based Access Roles for Touchpoints:** Enables record-level access control through granular CRM Touchpoints roles, allowing admins to restrict sales territory and opportunity team members to only the touchpoints they are responsible for, improving data security and relevance. * **AI Sales Activity Association:** Uses AI intent detection and semantic matching to automatically link inbound sales emails to the correct lead, opportunity, account, or contact, ensuring sales activities are accurately tracked. * **Automatic Email Thread Matching:** Once an email in a thread is associated with a CRM entity, subsequent emails from the same thread can be linked automatically, streamlining email capture. * **Centralized Customer Communications:** Makes email-based interactions visible to entire account, lead, or opportunity teams by associating emails directly with CRM records instead of personal inboxes. * **Touchpoints on CRM Entities:** Captures engagement activities across multiple communication channels (email, phone, meetings, social) by creating touchpoint records linked to CRM entities for comprehensive history tracking. * **Custom Touchpoint Types:** Allows defining custom engagement types beyond defaults (such as discovery, demo, customer business review) to align with specific organizational processes. * **Activity Capture and Tracking:** Consolidates tracking of emails, calls, meetings, and tasks within touchpoints, providing leadership visibility into sales rep activity volume and interaction metrics. * **Email Association and Record Creation from Outlook:** Enables manual or automatic association of emails to CRM records directly from Microsoft Outlook, and the creation of new leads or contacts from emails when no matching record exists, preserving engagement context. ## Changes Key improvements from Australia release enhancing usability and accuracy include: * **Correct Identification of Sent Emails:** Emails associated via the CRM Outlook add-in now correctly appear as sent or received in CRM activity history, improving communication tracking accuracy. * **Tab Visibility Based on Write Permissions:** Access to Accounts, Contacts, Leads, and Opportunities tabs in the Outlook add-in is now governed by user write permissions rather than fixed roles, enhancing security and user experience. * **Session Timeout Recovery:** After session expiration, users are returned to the CRM Outlook add-in home page upon re-authentication, simplifying workflow continuity. * **Pre-Applied Filters on Entity Tabs:** Filters based on email sender/recipient help users quickly find relevant CRM records when associating emails, reducing search time. * **Account and Contact Field Auto-Population:** When creating touchpoints, selecting an associated entity and record automatically populates related fields and locks them after creation, minimizing manual data entry and errors. ## Activation Information To enable Activity Management features, customers should install the CRM Outlook Add-in and CRM Touchpoints applications by requesting them from the ServiceNow Store. These components are essential for email activity capture, touchpoint management, and CRM integration capabilities. ## Accessibility Enhancements The Australia release improved screen reader support within the CRM Outlook Add-in by enhancing card view announcements on the Accounts, Contacts, Leads, and Opportunities tabs. This helps users relying on assistive technologies to identify records more efficiently. ## Releases with No Updates No updates or changes were made to Activity Management features during the Zurich and Brazil releases, meaning the Australia release represents the most recent substantive enhancements for customers upgrading to Brazil. ## Practical Customer Impact By upgrading to Brazil with these Australia-introduced features, ServiceNow customers gain improved control over sales activity visibility, enhanced email integration, and automation that reduces manual effort. These improvements support better sales engagement tracking, more secure data access, and a more efficient user experience across CRM and Outlook environments. Consolidated page of all release notes for Activity Management from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Activity Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Zurich 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 Activity Management to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-activitymanagement-summary__entry__2} | Release | Release notes | |-|-| | 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 Activity Management. {#dfrn3-activitymanagement-summary__entry__10} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Responsibility-based access roles for touchpoints](https://www.servicenow.com/docs/access?context=responsibility-based-access-crm-touchpoints&family=australia&ft:locale=en-US) : Enable record-level access to touchpoints through the responsibility framework. The new CRM Touchpoints responsibility read granular and CRM Touchpoints responsibility write granular roles enables admins to configure and limit sales territory members and opportunity team members to the touchpoints on the leads, opportunities, and accounts they are responsible for, rather than the blanket access provided by the touchpoint reader and writer roles. [AI sales activity association](https://www.servicenow.com/docs/access?context=explore-ai-sales-activity-association&family=australia&ft:locale=en-US) : Automatically associate inbound sales emails with the correct lead, opportunity, account, or contact using AI-based intent detection and semantic matching. When the agent identifies a confident match, it auto-associates the email to the CRM record so sales representatives see emails already linked in the record's Activity stream. [Automatic record matching for emails in a thread](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Skip the record lookup when associating emails from the email thread. After you associate an email from a thread with a CRM entity, the add-in links any other email you select from the thread to the same CRM record. You stay in control of which emails are captured in the CRM by selecting an email and launching the ServiceNow CRM for Outlook Add-in. [Centralize customer communications for the entire team](https://www.servicenow.com/docs/access?context=view-associated-emails-crm&family=australia&ft:locale=en-US) : Make email‑based customer interactions visible to account, lead, or opportunity teams by associating emails with the ServiceNow CRM records instead of them being isolated in your personal inbox. [Touchpoints on CRM entities](https://www.servicenow.com/docs/access?context=create-crm-touchpoint&family=australia&ft:locale=en-US) : Capture and track engagement activities for prospects and customers across communication channels such as email, phone, virtual meeting, in-person meetings, and social interactions by creating touchpoint records. Associate touchpoints with leads, opportunities, accounts, and contacts to maintain a complete engagement history. [Custom touchpoint types](https://www.servicenow.com/docs/access?context=create-custom-touchpoint-types&family=australia&ft:locale=en-US) : Define custom touchpoint types in addition to the default types of discovery, demo, and customer business review (CBR), and so on to match your organization's specific engagement processes. [Activity capture and tracking](https://www.servicenow.com/docs/access?context=using-activity-management&family=australia&ft:locale=en-US) : Capture emails, calls, meetings, and tasks within touchpoints such as discovery, demo, business value assessment, or CBRs in a single system of record. Track metrics such as primary channel and time spent for every interaction, providing leadership with visibility into the activity volume per sales representative. [Associate emails with CRM entities](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Associate customer emails to the correct ServiceNow CRM record without leaving Microsoft Outlook. Manually search and associate emails with leads, opportunities, accounts, or contacts, so that engagement context is captured immediately and remains available for future correspondence and follow‑up. [Create leads and contacts from email](https://www.servicenow.com/docs/access?context=create-crm-entity-outlook&family=australia&ft:locale=en-US) : Create a lead or contact directly from an email when no matching CRM record exists, and automatically attach the originating email to the newly created record to preserve engagement history. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Activity Management features. {#dfrn3-activitymanagement-summary__entry__18} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Correct identification of sent emails](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Distinguish sent emails from received emails in your CRM activity history. Sent emails associated through the ServiceNow CRM for Outlook add-in now appear correctly classified as sent in the associated record's Emails tab. Previously, all emails associated through the add-in classified as received in the CRM workspace. When you create a new lead or contact from a sent email, the form now pre-populates with the recipient's details instead of your own. [Tab visibility follows write permissions](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Show the Accounts, Contacts, Leads, and Opportunities tabs in the ServiceNow CRM for Outlook add-in based on a user's write permission for the underlying entity table rather than fixed role assignment. [Session timeout recovery](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Return to the ServiceNow CRM for Outlook add-in home page after re-authenticating when your session times out. The add-in opens its own sign-in form and brings you back to the home page on successful authentication, instead of redirecting you to the ServiceNow platform home page as in previous releases. [Pre-applied filters on entity tabs](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=australia&ft:locale=en-US) : Find relevant CRM records faster when associating an email. Each entity tab in the ServiceNow CRM for Outlook add-in pre-applies filters based on the email's sender or recipient name and domain, so you see only the records most likely to match instead of every record in the table. [Account and Contact field auto-population](https://www.servicenow.com/docs/access?context=create-crm-touchpoint&family=australia&ft:locale=en-US) : Reduce manual data entry when creating touchpoints by automatically populating the Account and Contact fields when you select an Associated Entity and Associated Record of type Contact, Account, Lead, or Opportunity. Associated Entity and Associated Record fields become read-only after the touchpoint record is created. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Activity Management features or functionality were removed. {#dfrn3-activitymanagement-summary__entry__26} | Release | Release notes | |-|-| | 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 Activity Management features or functionality were deprecated. {#dfrn3-activitymanagement-summary__entry__34} | Release | Release notes | |-|-| | 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 Activity Management. {#dfrn3-activitymanagement-summary__entry__42} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : Install CRM Outlook Add-in and CRM Touchpoints by requesting them 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: Activity Management applications are 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 Activity Management we have noted them here. {#dfrn3-activitymanagement-summary__entry__50} | Release | Release notes | |-|-| | 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 Activity Management we have noted them here. {#dfrn3-activitymanagement-summary__entry__58} | Release | Release notes | |-|-| | 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 Activity Management, such as specific requirements or compliance levels. {#dfrn3-activitymanagement-summary__entry__66} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Accessibility information : The CRM Outlook Add-in includes screen reader improvements for card views in this release. On the Accounts, Contacts, Leads, and Opportunities tabs, each card announces its primary record details such as the contact name and key fields instead of a generic card-button label, so users on assistive technology can identify records without opening each card. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Activity Management we have noted them here. {#dfrn3-activitymanagement-summary__entry__74} | Release | Release notes | |-|-| | 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 Activity Management we have noted them here. {#dfrn3-activitymanagement-summary__entry__82} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | * Enable email activity capture into ServiceNow Customer Relationship Management (CRM) software using the CRM Outlook Add-in. * Define, plan, capture, and track customer interactions such as discovery calls, demos, and customer business reviews (CBRs) across different channels such as emails, calls, meetings, and more. * Manage tasks and appointments for leads, opportunities, and more directly from a touchpoint record, in addition to opportunity. * Automatically associate inbound sales emails with the correct CRM record using AI-based intent detection and semantic matching. See [Activity Management](https://www.servicenow.com/docs/access?context=explore-activity-management&family=australia&ft:locale=en-US) for more information. | | Brazil | No updates for this release. | [ ]