--- 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 ServiceNow Otto for Retail Service Management (RSM) release notes for upgrades from Zurich to Brazil # Combined ServiceNow Otto for Retail Service Management (RSM) 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 ServiceNow Otto for Retail Service Management (RSM) Release Notes for Upgrades from Zurich to Brazil This consolidated release notes document provides ServiceNow customers with a comprehensive summary of updates, new features, and important upgrade information for ServiceNow Otto for Retail Service Management (RSM) spanning from the Zurich release to the Brazil release. It is designed to help you prepare for your upgrade by outlining relevant changes and guidance specific to each release family within this upgrade path. Show full answer Show less Note that if a release did not introduce updates for RSM, this is explicitly indicated, ensuring clarity on when changes apply. ## Key Features * **Store Inquiry AI Agent (Zurich Patch 4):** A new intelligent assistant for retail store support agents that enhances case management efficiency by: * Allowing updates to case details such as resolution information and work notes. * Fetching similar past cases to aid in faster issue resolution. * Retrieving metadata to create selectable links to sources like cases or documents. * Providing current case details including short descriptions. * **Enhanced AI Usage Measurement (Zurich Patch 5):** The measurement model for Now Assist usage has transitioned from a 365-day look-back to a 365-day burn-down model, resetting usage at the contract anniversary. This change impacts how AI consumption is tracked and reported. ## Important Upgrade Information * **Upgrade Preparation:** Review and complete any pre- and post-upgrade tasks related to ServiceNow Otto for RSM before upgrading to the Brazil release. * **Plugin Activation:** Activation of ServiceNow Otto for RSM requires enabling the `com.sn.now.platform` plugin. The product is also available through the ServiceNow Store. ## Changes, Removals, and Deprecations No features or functionalities were removed or deprecated between Zurich and Brazil releases for ServiceNow Otto for RSM. The only noted change affects AI usage measurement as described above. ## Additional Notes * No new browser requirements, accessibility updates, localization considerations, or other additional requirements were introduced in these releases. * Where no updates exist for a given release, this is clearly noted, confirming stability in those areas. ## What This Enables You to Do With these updates, retail support agents can leverage AI-driven tools to resolve cases more efficiently, improve knowledge retrieval, and benefit from refined AI usage tracking aligned with contract terms. Activation guidance ensures you can enable and access these capabilities effectively within your ServiceNow environment. Consolidated page of all release notes for ServiceNow Otto for Retail Service Management (RSM) from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Retail Service Management (RSM) 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 ServiceNow Otto for Retail Service Management (RSM) to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM). {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) [Store inquiry AI agent](https://www.servicenow.com/docs/access?context=agentic-workflows-now-assist-retail&family=zurich&ft:locale=en-US) : The store inquiry AI agent is an intelligent assistant designed to support retail store support agents in efficiently managing and resolving cases. New tools or scripts have been added to support store inquiry case management, including: * Updating case details: Modifying the current information about a case, such as adding resolution information or updating work notes. * Fetching similar cases: Retrieving past cases that have similar descriptions to the current case. * Retrieving metadata for selectable links: Gathering information about a source (like a case or document) to create a selectable link to it. * Get case details: Retrieving the current information about a case, such as its short description. | | 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 ServiceNow Otto for Retail Service Management (RSM) features. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__18} | Release | Release notes | |-|-| | Zurich | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some ServiceNow Otto for Retail Service Management (RSM) features or functionality were removed. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM) features or functionality were deprecated. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM). {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : The ServiceNow Otto for RSM plugin is available with activation of com.sn.now.platform plugin. For more information, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for RSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__82} | Release | Release notes | |-|-| | Zurich | [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * Enable retail store support agents to use the store inquiry Al agent to: * Search multiple knowledge sources to generate clear, traceable responses and flag uncertain cases for human review. * Improve with every resolved query and seamlessly fit into HQ workflows with tailored suggestions. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ]