--- 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 CRM Outlook Add-in release notes for upgrades from Zurich to Brazil # Combined CRM Outlook Add-in 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) 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 CRM Outlook Add-in Release Notes for Upgrades from Zurich to Brazil This consolidated release note document provides important information for ServiceNow customers upgrading the CRM Outlook Add-in from the Zurich release family to the Brazil release family. It covers new features, changes, activation requirements, and additional considerations to help you prepare and successfully perform the upgrade. Show full answer Show less ## Changes and Enhancements * **Improved Email Association with CRM Entities:** Users now receive clear guidance when linked records cannot be displayed or found, replacing previously blank pages with helpful messages about record availability or access restrictions. * **Search and Filter Guidance:** On Lead, Account, Contact, and Opportunity tabs, when searches or filters yield no results, users are now guided to refine search criteria or create new records, enhancing usability and reducing confusion. ## Activation and Configuration * Install the `sncrmoutlook` application via the ServiceNow Store, which also installs any related apps and plugins not yet active in your instance. * After installation, download the manifest file to install the ServiceNow CRM for Outlook add-in on each user's Microsoft Outlook client. * Assign the `sncrmoutlook.crmoutlookadmin` role for add-in configuration and `sncrmoutlook.crmoutlookuser` role for usage. ## Additional Requirements * To enable email promotion (making emails visible to agents in workspaces), ensure the **User Mailbox Integration** plugin is active. This allows emails associated through the add-in to be promoted from the Staged Email table to the Email table. ## Localization and Language Support The CRM Outlook Add-in supports multiple languages, including Arabic, Brazilian Portuguese, Chinese (Simplified and Traditional), Czech, Dutch, English, Finnish, French (France and Canada), German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, and Turkish. Language packs install automatically with corresponding ServiceNow base system language plugins. ## Key Benefits for ServiceNow Customers * Capture and associate customer emails with CRM records directly within Microsoft Outlook, maintaining customer context without switching applications. * Quickly locate and link emails to leads, contacts, accounts, and opportunities, with subsequent emails in a thread linked automatically to the same record. * Create new leads or contacts from inbound emails with relevant data auto-populated, streamlining CRM data entry. * Configure redirect rules for automatic routing of high-volume email captures, ensuring consistent CRM data for pipeline visibility and follow-up tracking. Consolidated page of all release notes for CRM Outlook Add-in from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family CRM Outlook Add-in 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 CRM Outlook Add-in to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-crmoutlookaddin-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 CRM Outlook Add-in. {#dfrn3-crmoutlookaddin-summary__entry__10} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | 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 CRM Outlook Add-in features. {#dfrn3-crmoutlookaddin-summary__entry__18} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | [Associate emails with CRM entities](https://www.servicenow.com/docs/access?context=associate-email-crm-outlook&family=brazil&ft:locale=en-US) : Reduce user confusion when records can't be displayed or found. * Previously, users saw a blank page when a linked record couldn't be displayed. Now, users receive information that helps them understand whether the record is unavailable or access is restricted, along with guidance on next steps. * Previously, users saw a blank page when searches and filters returned no matching records on the Lead, Account, Contact, and Opportunity tabs. Now, users receive guidance to help them refine their search criteria or create a new record. | [ ] ## Removed Between your current release family and Brazil, some CRM Outlook Add-in features or functionality were removed. {#dfrn3-crmoutlookaddin-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 CRM Outlook Add-in features or functionality were deprecated. {#dfrn3-crmoutlookaddin-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 CRM Outlook Add-in. {#dfrn3-crmoutlookaddin-summary__entry__42} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | Activation information : Install the CRM Outlook Add-in application (sn_crm_outlook) from the ServiceNow Store. The application installs related ServiceNow® Store applications and plugins that aren't already active on your instance. After installation, download the manifest file and install the ServiceNow CRM for Outlook add-in on each user's Microsoft Outlook client. The sn_crm_outlook.crm_outlook_admin role is required to configure the add-in, and the sn_crm_outlook.crm_outlook_user role is required to use it. | [ ] ## Additional requirements If any additional requirements were introduced or changed for CRM Outlook Add-in we have noted them here. {#dfrn3-crmoutlookaddin-summary__entry__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | Additional requirements : Configuring email promotion requires the User Mailbox Integration plugin to be active on your instance so that emails associated through the add-in are promoted from the Staged Email \[sys_email_staging\] table to the Email \[sys_email\] table, making them visible to agents in the workspace. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for CRM Outlook Add-in we have noted them here. {#dfrn3-crmoutlookaddin-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 CRM Outlook Add-in, such as specific requirements or compliance levels. {#dfrn3-crmoutlookaddin-summary__entry__66} | Release | Release notes | |-|-| | 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 CRM Outlook Add-in we have noted them here. {#dfrn3-crmoutlookaddin-summary__entry__74} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | Localization information : The CRM Outlook Add-in is available in Arabic, Brazilian Portuguese, Chinese (Simplified and Traditional), Czech, Dutch, English, Finnish, French (France and Canada), German, Hebrew, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Thai, and Turkish. Language packs are installed automatically when the corresponding ServiceNow base system language plugin is active. | [ ] ## Highlight information If there are specific highlight considerations for CRM Outlook Add-in we have noted them here. {#dfrn3-crmoutlookaddin-summary__entry__82} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | * Capture customer emails in the CRM without leaving Microsoft Outlook by associating messages with leads, contacts, accounts, and opportunities directly from the inbox. * Locate CRM records such as leads, contacts, opportunities, and accounts, and associate emails to them. After you associate one email from a thread, other emails that you select from that thread link to the same record. * Convert inbound interest into actionable CRM records by creating leads or contacts from emails with relevant details automatically populated. * Configure redirect rules to automatically route high-volume email captures to your instance, keeping CRM data consistent for pipeline visibility and follow-up tracking. * Maintain consistent customer context by making captured email interactions available for pipeline visibility and follow-up tracking. See [CRM Outlook Add-in](https://www.servicenow.com/docs/access?context=explore-crm-outlook-add-in&family=brazil&ft:locale=en-US) for more information. | [ ]