--- 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 Sales CRM for Telecommunications release notes for upgrades from Zurich to Brazil # Combined Sales CRM for Telecommunications 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) 6 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 Sales CRM for Telecommunications Release Notes for Upgrades from Zurich to Brazil This consolidated document outlines the key updates, new features, changes, and activation guidance for Sales CRM for Telecommunications as customers upgrade from the Zurich release family to Brazil. It supports ServiceNow customers in understanding what to expect during and after the upgrade, focusing on practical impacts for managing telecommunications sales and order lifecycles. Show full answer Show less ## New Features * **Task Plan Templates:** Brazil introduces task plan templates usable without a Sales CRM for Telecommunications (SOMT) license. These templates define tasks, their dependencies, and can be triggered based on order actions and product types, enabling standardized and automated fulfillment orchestration. * **AI Agents for Orchestration:** Enhanced conversational AI agents can generate reusable orchestration templates by converting uploaded fulfillment-journey images or referencing past orders. This facilitates automated and consistent fulfillment processes for current and future orders. * **ServiceNow AI Platform Tiers:** Australia release introduced three AI licensing tiers---Foundation, Advanced, and Prime---allowing customers varying access to AI features, generative AI skills, and agentic workflows based on their subscription level. * **Specialized AI Agents:** Included are agents for image-to-task-plan conversion, automated fallout record creation for error tracking, and customer move order capture to streamline data collection and order processing. ## Changes * **Now LLM Service Update:** The Australia release deprecated the Now LLM Service as the default large language model for AI assets, switching to a third-party LLM by default while retaining manual selection capability. * **Data Persistence Fixes:** In Brazil, legal names entered during account creation now correctly persist, resolving a prior database mapping issue. * **Access Control Improvements:** The order integrator role no longer prevents other roles like CSM Agent from creating Consumer and Location records, enhancing role-based permissions. ## Activation and Installation Sales CRM for Telecommunications in the Brazil release is installed via the ServiceNow Store. Customers should request the app through the store, where all related apps and version history are available. Activation instructions are provided within the release notes to ensure smooth onboarding. ## Additional Information * **Accessibility:** The product complies with standard ServiceNow platform accessibility features, including keyboard navigation and screen reader compatibility. * **Localization:** Language support depends on the base system language plugins active on the instance; dedicated language packs are not included. * **Product Naming:** The product was renamed from Sales Customer Relationship Management for Telecommunications (SOMT) to Sales CRM for Telecommunications to align with updated taxonomy, without functional changes. ## Practical Benefits for ServiceNow Customers * Automate and standardize order fulfillment using AI-driven task plan templates, reducing manual configuration effort on repeated orders. * Leverage AI agents to transform visual fulfillment journeys into actionable orchestration templates, accelerating deployment and operational consistency. * Benefit from improved access controls and data persistence that ensure more reliable and secure customer and order management. * Choose AI capabilities appropriate to your licensing tier, optimizing investment in AI-powered insights and automation. Consolidated page of all release notes for Sales CRM for Telecommunications from Zurich to Brazil. ## 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 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 Sales CRM for Telecommunications to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-salescrmfortelecommunications-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 Sales CRM for Telecommunications. {#dfrn3-salescrmfortelecommunications-summary__entry__10} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Image to task plan template AI agent](https://www.servicenow.com/docs/access?context=now-assist-task-template-generation-somt&family=australia&ft:locale=en-US) : Use this agent to process an uploaded image file, extract task dependencies and store them as a task plan template for the given specification. [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=now-assist-order-fallout-somt&family=australia&ft:locale=en-US) : Automatically create fallout records mapped to existing fallout types for streamlined error tracking and follow-up. [Task plan template](https://www.servicenow.com/docs/access?context=somt-flow-action-catalog-task&family=australia&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=now-assist-move-order-somt&family=australia&ft:locale=en-US) : 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. | | Brazil | Task plan templates for Sales Customer Relationship Management (Sales CRM) : Define and use task plan templates without a Sales Customer Relationship Management for Telecommunications (SOMT) license. Define task plan templates, task plan items, and dependencies, and trigger them based on order action (add, change) and product type. AI Agent for template-driven order orchestration : Generate reusable orchestration templates with an enhanced conversational AI Agent instead of a flat task list. When no template exists for a product specification, the agent converts an uploaded fulfilment-journey image into a draft template, or proposes one from the closest matching specification's past orders. Product Catalog Managers define dependencies and publish the template, which then automatically orchestrates the current and all future orders for that specification and action. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Sales CRM for Telecommunications features. {#dfrn3-salescrmfortelecommunications-summary__entry__18} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. | | Brazil | Legal name persistence during account creation : Legal name entered during account creation is now correctly persisted. Previously, the value was mapped to a database field that did not exist. Order integrator role no longer blocks other roles from creating consumers and locations : Fixed an access control issue where the order integrator role's create permissions on Consumer and Location records inadvertently blocked other roles, such as CSM Agent, from creating those records. | [ ] ## Removed Between your current release family and Brazil, some Sales CRM for Telecommunications features or functionality were removed. {#dfrn3-salescrmfortelecommunications-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 Sales CRM for Telecommunications features or functionality were deprecated. {#dfrn3-salescrmfortelecommunications-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 Sales CRM for Telecommunications. {#dfrn3-salescrmfortelecommunications-summary__entry__42} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : Install Order Management for telecom, media, and tech 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). Important: Sales CRM for Telecommunications is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | Activation information : Install Sales CRM for Telecommunications 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). For activation details, see [Activate](https://www.servicenow.com/docs/access?context=activate-somt&family=brazil&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Sales CRM for Telecommunications we have noted them here. {#dfrn3-salescrmfortelecommunications-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 Sales CRM for Telecommunications we have noted them here. {#dfrn3-salescrmfortelecommunications-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 Sales CRM for Telecommunications, such as specific requirements or compliance levels. {#dfrn3-salescrmfortelecommunications-summary__entry__66} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | Accessibility information : Sales Customer Relationship Management follows standard ServiceNow platform accessibility support, including keyboard navigation and compatibility with screen readers. | [ ] ## Localization information If there are specific localization considerations for Sales CRM for Telecommunications we have noted them here. {#dfrn3-salescrmfortelecommunications-summary__entry__74} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | Localization information : Sales Customer Relationship Management does not include dedicated language packs. Language support relies on the base system language plugins active on your instance. | [ ] ## Highlight information If there are specific highlight considerations for Sales CRM for Telecommunications we have noted them here. {#dfrn3-salescrmfortelecommunications-summary__entry__82} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&ft:locale=en-US) * 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](https://www.servicenow.com/docs/access?context=australia-patch-3&family=australia&ft:locale=en-US) * 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](https://www.servicenow.com/docs/access?context=australia-patch-2&family=australia&ft:locale=en-US) * 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](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US) * 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](https://www.servicenow.com/docs/access?context=sales-crm&family=australia&ft:locale=en-US) for more information. | | Brazil | * Manage the full sales and order lifecycle, from product catalog and specification management to order capture, fulfillment orchestration, and fallout handling. * Generate and reuse catalog-driven task plan templates to orchestrate order fulfillment automatically, without manual task setup on repeat orders. * Use AI Agents to convert a fulfilment-journey image or similar past orders into a ready-to-publish orchestration template. See [Sales Customer Relationship Management for Telecommunications](https://www.servicenow.com/docs/access?context=sales-crm&family=brazil&ft:locale=en-US) for more information. | [ ]