--- 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 Sales Customer Relationship Management for Telecommunications release notes for upgrades from Zurich to Brazil # Combined ServiceNow Otto for Sales Customer Relationship Management 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 ServiceNow Otto for Sales Customer Relationship Management for Telecommunications Release Notes: Zurich to Brazil Upgrade This consolidated release notes document provides ServiceNow customers with a comprehensive summary of new features, changes, and important upgrade information for the ServiceNow Otto for Sales Customer Relationship Management for Telecommunications product, covering all updates from the Zurich release family through to Brazil. It is designed to assist customers in preparing for and successfully executing the upgrade to the Brazil release. Show full answer Show less ## Important Upgrade Information * Before upgrading to Brazil, customers should review and complete all pre- and post-upgrade tasks outlined in the documentation. * There were no updates in the Australia or Brazil releases except where specifically noted under Zurich patches. * Activation requires enabling the ServiceNow Otto for TMT plugin, which includes Now Assist features relevant to the product. * The product is available via the ServiceNow Store, with no changes to existing customer configurations during renaming or taxonomy updates. ## New Features Introduced (Zurich Release Family) * **Image to Task Plan Template AI Agent:** Processes uploaded images to extract task dependencies and generate task plan templates, standardizing fulfillment processes. * **Order Enrichment Agent:** Collects customer order info, determines if enrichment is required, and creates corresponding enrichment tasks triggering order fulfillment. * **Order Fulfillment Agent:** Utilizes historical data and large language models (LLM) when needed to decompose and fulfill domain order tasks automatically. * **Move Order Voice AI Agent:** Automates move order capture by collecting customer and service details, reducing manual input effort. * **Task Plan Template:** Enables defining tasks and dependencies to orchestrate product fulfillment journeys consistently across products. * **Access Control List (ACL) Configuration:** Allows control over who can discover and trigger AI agents and workflows, specifying user roles and access levels for security and governance. * **Role Configuration:** Additional security roles must be assigned for agentic workflows and AI agents to execute properly. ## Changes and Enhancements * **Now Assist Usage Measurement:** Transitioned from a 365-day look-back to a 365-day burn-down model, resetting usage at contract anniversary, improving AI usage tracking accuracy. * **Coral Theme:** Introduced as the default theme for new portals, web, and mobile experiences, featuring brand-neutral illustrations and a dark mode option for enhanced user experience. * **Product Taxonomy Alignment:** Now Assist for Sales and Order Management for Telecommunications was renamed to ServiceNow Otto for Sales Customer Relationship Management for Telecommunications; Sales and Order Management for Telecommunications (SOMT) renamed to Sales CRM for Telecommunications. These changes do not affect functionality or customer configurations. * **Product Workflow Configuration:** Customers can now configure product workflows using a data-driven catalog subflow alternative to Flow Designer, providing more flexibility in product configuration implementation. * **Fallout Record Automation:** Fallout records are automatically created based on issues reported in order task work notes, improving issue tracking and resolution. ## Removed and Deprecated Features No features or functionalities were removed or deprecated in the transition from Zurich to Brazil releases. ## Additional Considerations * **Security:** Proper role assignment is critical for AI agents and agentic workflows to function correctly post-upgrade. * **Accessibility, Localization, Browser Requirements:** No updates or changes were noted in these areas across the releases. ## What Customers Can Expect Upgrading to the Brazil release will introduce advanced AI-driven automation for order management and task orchestration, improved UI experience with the Coral theme, and updated usage measurement models for AI features. Customers will benefit from enhanced security controls, streamlined workflows, and automation that reduces manual effort in order capture and fulfillment processes---all without impacting existing configurations or requiring functional changes. Consolidated page of all release notes for ServiceNow Otto for Sales Customer Relationship Management for Telecommunications 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 Sales Customer Relationship Management 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 ServiceNow Otto for Sales Customer Relationship Management for Telecommunications to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-summary__entry__10} | Release | Release notes | |-|-| | Zurich | [Image to task plan template AI agent](https://www.servicenow.com/docs/access?context=now-assist-task-template-generation-somt&family=zurich&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. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US)[Order enrichment agent](https://www.servicenow.com/docs/access?context=order-enrichment-agent-somt&family=zurich&ft:locale=en-US) : Use the order enrichment AI agent to collect the customer order information, identify if the order needs enrichment, and create the enrichment tasks. The AI agent creates a task and triggers the order fulfillment AI agent on its completion. [Order fulfillment agent](https://www.servicenow.com/docs/access?context=order-fulfillment-agent-somt&family=zurich&ft:locale=en-US) : Use the order fulfillment agent to identify the tasks for domain orders using historical data from similar orders. After decomposition, the fulfillment AI agent creates and fulfills order tasks by checking the historical and applicable tasks. [Task plan template](https://www.servicenow.com/docs/access?context=somt-flow-action-catalog-task&family=zurich&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=zurich&ft:locale=en-US) : Use this agent to help you create a move order capture journey by collecting details such as the customer's name, current service location, product offering, and new service address. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=zurich&ft:locale=en-US) : Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. | | 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 Sales Customer Relationship Management for Telecommunications features. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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). Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some ServiceNow Otto for Sales Customer Relationship Management for Telecommunications features or functionality were removed. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications features or functionality were deprecated. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-summary__entry__42} | Release | Release notes | |-|-| | Zurich | Activation information : Now Assist features are available with activation of the ServiceNow Otto for TMT 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 Sales CRM for Telecommunications 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 Sales Customer Relationship Management for Telecommunications we have noted them here. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications we have noted them here. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications we have noted them here. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications we have noted them here. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-summary__entry__82} | Release | Release notes | |-|-| | Zurich | * Use the task template generation agent to create a task plan template for the given specification based on the uploaded image file. * Now Assist for Sales and Order Management for Telecommunications is now known as ServiceNow Otto for Sales Customer Relationship Management for Telecommunications to align with the updated product taxonomy. There is no change to functionality or existing customer configurations. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Sales and Order 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. * 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) * Collects the customer order information, identifies if the order needs enrichment, and creates the enrichment tasks. On closure of the enrichment task, it invokes the order fulfillment agent. * Uses the historic order tasks to create the order tasks. If the historic data doesn't return any results, the large language model (LLM) is used to get the response. * Checks the automation flow and fulfill order tasks. * Additional role configuration required for agentic workflows and AI agents included with your applications. * Automatically create the fallout records based on reported issues in the order task work notes. * 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 [ServiceNow Otto for Sales Customer Relationship Management for Telecommunications](https://www.servicenow.com/docs/access?context=somt-now-assist&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ]