--- 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 L1 IT Service Desk AI Specialist release notes for upgrades from Zurich to Brazil # Combined L1 IT Service Desk AI Specialist 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) 10 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 L1 IT Service Desk AI Specialist Release Notes for Upgrades from Zurich to Brazil The L1 IT Service Desk AI Specialist automates the handling of high-volume, repeatable Level 1 (L1) incidents by investigating and resolving issues end-to-end with minimal human intervention. It leverages knowledge articles and historical data, interacts directly with requesters, and escalates incidents when confidence is low. The AI Specialist supports two execution modes---Autonomous and Supervised---allowing you to control the degree of automation and human oversight. This release consolidates updates from Zurich through Brazil, providing a comprehensive guide for ServiceNow customers preparing for their upgrade. Show full answer Show less ## Key Features * **Configurable Task Settings:** Customize how the AI Specialist manages incidents at each pipeline stage, including classification, field assignment, and routing to teams or agents. * **Response Templates:** Switch between fixed templates and dynamic mode where the AI Specialist generates activity notes, comments, and close notes from administrator instructions, enhancing communication flexibility. * **Catalog Request Submission and Tracking:** Resolve incidents by submitting or drafting service catalog requests on behalf of users, collecting necessary details through guided questions, and enabling users to track fulfillment via linked requests. * **Catalog Performance Analytics:** Access a dedicated Catalog tab in the performance dashboard showing volumes of drafted, submitted, abandoned, and canceled requests by catalog item, offering insight into AI Specialist effectiveness in catalog-based resolutions. * **Quality Assessment Skill:** Evaluate AI Specialist work consistently using coaching assessments based on defined rubrics, providing objective scoring for continuous improvement. * **Routing Criteria Configuration:** Enable hand-offs between the AI Specialist and human agents when incidents require reassignment or additional oversight, improving incident handling accuracy. * **Routing Decision Criteria Over Time Analytics:** Monitor the frequency of incident reassignments driven by routing criteria, helping refine routing strategies. * **Performance Quality Assessment Analytics:** Review AI Specialist quality scores across different metrics, compare coaching opportunities, and identify areas for quality enhancement. * **Execution Mode Flexibility:** Choose between Autonomous mode for full AI handling or Supervised mode allowing human intervention, with the ability to switch modes at any time to suit operational needs. * **Activity and Performance Visibility:** Track task execution history and performance analytics to monitor AI Specialist actions, enabling feedback and tuning for optimal results. ## Upgrade and Activation Guidance * **Pre- and Post-Upgrade Tasks:** Review and complete necessary upgrade tasks before moving to the Brazil release to ensure a smooth transition. * **Installation:** Install the L1 IT Service Desk AI Specialist from the ServiceNow Store by submitting a request. Contact your ServiceNow account manager for assistance. * **Domain Separation:** Note that domain separation is not supported in this release. * **Instance Requirements:** Ensure your instance meets patch requirements specific to your current release family, such as Zurich Patch 12 or Australia Patch 5m. ## Additional Information * **Localization:** Multi-language support may vary across releases; plan accordingly for your environment. * **Browser and Accessibility:** No new browser or accessibility requirements were introduced in this upgrade. * **Feature Changes, Removals, and Deprecations:** No updates, removals, or deprecations were made to L1 IT Service Desk AI Specialist features from Zurich to Brazil. ## Value for ServiceNow Customers This consolidated release enables ServiceNow customers to enhance service desk efficiency by automating routine L1 incident resolution while maintaining control over AI autonomy and human intervention. The addition of configurable templates, catalog request handling, and comprehensive performance analytics empowers administrators to tailor the AI Specialist to their business needs and continuously improve quality. The upgrade process is clearly outlined with activation and system requirements to facilitate a seamless transition to the Brazil release. Consolidated page of all release notes for L1 IT Service Desk AI Specialist from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family L1 IT Service Desk AI Specialist 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 L1 IT Service Desk AI Specialist to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-l1itservicedeskaispecialist-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 L1 IT Service Desk AI Specialist. {#dfrn3-l1itservicedeskaispecialist-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Configure task settings](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=zurich&ft:locale=en-US) Response Templates : AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. [Catalog request submission and tracking](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. [Catalog performance analytics](https://www.servicenow.com/docs/access?context=catalog-tab-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. [Quality assessment skill](https://www.servicenow.com/docs/access?context=qa-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. [Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=zurich&ft:locale=en-US) : Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. [Routing decision criteria over time analytics](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Shows how many incidents over time were reassigned because routing decision criteria matched. [Performance quality assessment analytics](https://www.servicenow.com/docs/access?context=perf-quality-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. The L1 IT Service Desk AI Specialist is an autonomous worker that helps handle incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve high-volume, repeatable level 1 (L1) incidents. It communicates directly with requesters and escalates incidents to human agents when confidence is low. [Autonomous vs. supervised](https://www.servicenow.com/docs/access?context=autonomous-supervised&family=zurich&ft:locale=en-US) : Choose from two types of execution modes for the L1 IT Service Desk AI Specialist during configuration or activation, Autonomous or Supervised. The execution mode of the L1 IT Service Desk AI Specialist determines its autonomy when performing tasks on incidents. You can change the execution mode at any time. [Configure the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=configuring-l1-sd-ai-specialist&family=zurich&ft:locale=en-US) : Configure how the L1 IT Service Desk AI Specialist works an incident across each stage of its task pipeline from classifying and assigning fields to which team or whom it reassigns incidents. Each stage is configurable, so you control how incidents are handled from intake to resolution. [View the performance of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=perf-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs. [View the activity of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=activity-l1-sd-ai-spec&family=zurich&ft:locale=en-US) : View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance. | | Australia | [Configure task settings](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=australia&ft:locale=en-US) Response Templates : AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. [Catalog request submission and tracking](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=australia&ft:locale=en-US) : The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. [Catalog performance analytics](https://www.servicenow.com/docs/access?context=catalog-tab-l1-sd-ai-spec&family=australia&ft:locale=en-US) : A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. [Quality assessment skill](https://www.servicenow.com/docs/access?context=qa-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. [Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=australia&ft:locale=en-US) : Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. [Routing decision criteria over time analytics](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Shows how many incidents over time were reassigned because routing decision criteria matched. [Performance quality assessment analytics](https://www.servicenow.com/docs/access?context=perf-quality-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. The L1 IT Service Desk AI Specialist is an autonomous worker that helps handle incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve high-volume, repeatable level 1 (L1) incidents. It communicates directly with requesters and escalates incidents to human agents when confidence is low. [Autonomous vs. supervised](https://www.servicenow.com/docs/access?context=autonomous-supervised&family=australia&ft:locale=en-US) : Choose from two types of execution modes for the L1 IT Service Desk AI Specialist during configuration or activation, Autonomous or Supervised. The execution mode of the L1 IT Service Desk AI Specialist determines its autonomy when performing tasks on incidents. You can change the execution mode at any time. [Configure the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=configuring-l1-sd-ai-specialist&family=australia&ft:locale=en-US) : Configure how the L1 IT Service Desk AI Specialist works an incident across each stage of its task pipeline from classifying and assigning fields to which team or whom it reassigns incidents. Each stage is configurable, so you control how incidents are handled from intake to resolution. [View the performance of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=perf-l1-sd-ai-spec&family=australia&ft:locale=en-US) : Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs. [View the activity of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=activity-l1-sd-ai-spec&family=australia&ft:locale=en-US) : View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance. | | Brazil | [Configure task settings](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=brazil&ft:locale=en-US) Response Templates : AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. [Catalog request submission and tracking](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=brazil&ft:locale=en-US) : The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. [Catalog performance analytics](https://www.servicenow.com/docs/access?context=catalog-tab-l1-sd-ai-spec&family=brazil&ft:locale=en-US) : A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. [Quality assessment skill](https://www.servicenow.com/docs/access?context=qa-l1-sd-ai-spec&family=brazil&ft:locale=en-US) : Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. [Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=brazil&ft:locale=en-US) : Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. [Routing decision criteria over time analytics](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=brazil&ft:locale=en-US) : Shows how many incidents over time were reassigned because routing decision criteria matched. [Performance quality assessment analytics](https://www.servicenow.com/docs/access?context=perf-quality-l1-sd-ai-spec&family=brazil&ft:locale=en-US) : Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing L1 IT Service Desk AI Specialist features. {#dfrn3-l1itservicedeskaispecialist-summary__entry__18} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some L1 IT Service Desk AI Specialist features or functionality were removed. {#dfrn3-l1itservicedeskaispecialist-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 L1 IT Service Desk AI Specialist features or functionality were deprecated. {#dfrn3-l1itservicedeskaispecialist-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 L1 IT Service Desk AI Specialist. {#dfrn3-l1itservicedeskaispecialist-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Install L1 IT Service Desk AI Specialist by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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=zurich&ft:locale=en-US). Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. Note: Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. | | Australia | Activation information : Install L1 IT Service Desk AI Specialist by requesting it 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). Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. Note: Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. | | Brazil | Activation information : Install L1 IT Service Desk AI Specialist by requesting it 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=brazil&ft:locale=en-US). Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. Note: Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. | [ ] ## Additional requirements If any additional requirements were introduced or changed for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__50} | Release | Release notes | |-|-| | Zurich | Additional requirements : Your instance must be on Zurich Patch 12. | | Australia | Additional requirements : Your instance must be on Australia Patch 5m. | | Brazil | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-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 L1 IT Service Desk AI Specialist, such as specific requirements or compliance levels. {#dfrn3-l1itservicedeskaispecialist-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 L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__74} | Release | Release notes | |-|-| | Zurich | Localization information : Multi-language support for the L1 IT Service Desk AI Specialist may vary. | | Australia | Localization information : Multi-language support for the L1 IT Service Desk AI Specialist may vary. | | Brazil | Localization information : Multi-language support for the L1 IT Service Desk AI Specialist may vary. | [ ] ## Highlight information If there are specific highlight considerations for L1 IT Service Desk AI Specialist we have noted them here. {#dfrn3-l1itservicedeskaispecialist-summary__entry__82} | Release | Release notes | |-|-| | Zurich | * Helps increase efficiency by automating high-volume, repeatable L1 incidents. * Enables a human to intervene in the automated process, if needed. * Helps frees up live human agents to handle more complex issues. See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&family=zurich&ft:locale=en-US) for more information. | | Australia | * Helps increase efficiency by automating high-volume, repeatable L1 incidents. * Enables a human to intervene in the automated process, if needed. * Helps free up live human agents to handle more complex issues. See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&family=australia&ft:locale=en-US) for more information. | | Brazil | * Helps increase efficiency by automating high-volume, repeatable L1 incidents. * Enables a human to intervene in the automated process, if needed. * Helps free up live human agents to handle more complex issues. See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&family=brazil&ft:locale=en-US) for more information. | [ ]