--- 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 Telecommunications Customer 360 release notes for upgrades from Zurich to Brazil # Combined Telecommunications Customer 360 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) 7 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 Telecommunications Customer 360 Release Notes for Upgrades from Zurich to Brazil This consolidated release notes document guides ServiceNow customers through the Telecommunications Customer 360 upgrade path from the Zurich to Brazil release versions. It summarizes new features, changes, and important upgrade considerations across releases, enabling customers to prepare efficiently for the upgrade and understand enhancements delivered in Brazil and intermediate releases. Show full answer Show less ## Key Features * **Customer 360 View Enhancements:** Add a dedicated Customer 360 tab on any record page, replacing the previous Customer Details tab. This view consolidates customer data including account, contact, interactions, billing, products, cases, and orders in a single workspace. * **Smart Actions for Telecom:** Automate diagnosis of customer issues using an AI-driven agentic workflow that reviews product inventory, open cases, incidents, work orders, and billing status to provide structured findings. * **Agentic Workflow Launch:** Automatically trigger relevant agentic workflows with contextual data from the Recommendations panel based on the current case or interaction, streamlining resolution processes. * **Telecom Customer 360 UI Builder Component:** Embed the 360-degree customer view as a configurable tab in CSM/FSM record pages, shipped by default on complaint case pages, facilitating quick access to comprehensive customer information. * **Recommendations Panel:** Search and view Knowledge Base articles and agentic workflows directly within the Customer 360 interface to support faster issue resolution. * **Interaction and Customer History:** Track customer phone interactions, chat messages, cases, contracts, and other activities over time with filtering capabilities to maintain context and continuity in customer engagements. * **Trend Charts:** Monitor customer metrics such as NPS and CSAT scores with visual trend lines and target comparisons for informed service delivery decisions. * **Billing and Product Management:** Access detailed billing information across billing account types and perform product inventory actions (Suspend, Resume, Disconnect, Modify) directly from Customer 360, requiring activation of the sncontractentwf plugin. * **Party Relationship Center:** Visualize the network of entities related to a consumer or account---including billing accounts, sold products, and active cases---as an interactive node map, configurable for displayed information. * **ServiceNow AI Platform Licensing Tiers:** Choose from Foundation, Advanced, or Prime AI tiers, with features scaling from basic insights to autonomous AI-driven actions and custom workflow creation depending on license level. * **Product Filtering and Case Management Improvements:** Filter sold products by characteristics and manage multiple task types in a unified view with detailed case information. ## Key Changes * The Now LLM Service is deprecated as the default AI model provider for new or inactive AI assets, with third-party LLMs now selected by default while retaining manual selection availability for Now LLM. * Customer Interaction History card renamed to Customer History, consolidating multiple activity types for a more comprehensive timeline. * Billing card now supports all billing account types, not limited to Company accounts. * Relationship viewer nodes now display record type labels to improve clarity when viewing entity connections. ## Upgrade and Activation Guidance * Before upgrading to Brazil, complete all pre- and post-upgrade tasks as outlined to ensure a smooth transition. * Telecommunications Customer 360 is available for installation via the ServiceNow Store; customers should request the app there and refer to the ServiceNow Store version history for cumulative release notes. * No additional browser, localization, accessibility, or highlight requirements were introduced or changed in the Brazil release. ## Practical Benefits for ServiceNow Customers Upgrading Telecommunications Customer 360 to Brazil and intermediate releases empowers agents and service teams with a unified, comprehensive customer view enriched with AI-driven diagnostics and recommendations. Customers benefit from enhanced operational efficiency, faster issue resolution, and deeper insights into customer health and interactions. The integration of agentic workflows and visual relationship mapping supports proactive service management and informed decision-making, crucial for telecommunications service delivery excellence. Consolidated page of all release notes for Telecommunications Customer 360 from Zurich to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Telecommunications Customer 360 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 Telecommunications Customer 360 to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360. {#dfrn3-telecommunicationscustomer360-summary__entry__10} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | [Add the Customer 360 view to a record page](https://www.servicenow.com/docs/access?context=c360-configure-c360&family=australia&ft:locale=en-US)A : Add Customer 360 as a dedicated tab to any record page along with the Run Diagnostics and Recommended Actions options to the contextual side panel. The Customer 360 tab replaces the Customer Details tab on the record page. [Smart actions for Telecom](https://www.servicenow.com/docs/access?context=now-assist-tmt-smart-actions-agentic-workflow&family=australia&ft:locale=en-US) : Diagnose customer issues automatically from the Recommended Actions panel using the Smart Actions for Telecom AI agentic workflow. The workflow checks product inventory, open cases and incidents, work orders, and outstanding billing for the current account or consumer record and returns a structured summary with findings. [Launch agentic workflow guidance](https://www.servicenow.com/docs/access?context=c360-launch-agentic-workflow-guidance&family=australia&ft:locale=en-US) : Automatically launch agentic workflows in the Recommendations panel based on the current interaction or case record, and provide context data during the execution of the workflow. [Telecom Customer 360 component](https://www.servicenow.com/docs/access?context=c360-component&family=australia&ft:locale=en-US) : Embed the 360-degree customer view as a tab on any record page in the CSM/FSM Configurable Workspace by adding the Telecom Customer 360 UI Builder component. The component is shipped on the complaint case record page by default. [Recommendations](https://www.servicenow.com/docs/access?context=c360-recommendations&family=australia&ft:locale=en-US) : View Knowledge Base article suggestions and search for KB articles and agentic workflows directly from the Telecommunications Customer 360 page using the contextual Recommendations side panel. [Interaction record](https://www.servicenow.com/docs/access?context=c360-view-inter-record&family=australia&ft:locale=en-US) : View customer phone interaction records, verify and open records to view details. [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. [Customer information](https://www.servicenow.com/docs/access?context=c360-home-page&family=australia&ft:locale=en-US) : View customer account, contact, or consumer information including contact details, location, and recent interaction summary for efficient service delivery. [Interaction history](https://www.servicenow.com/docs/access?context=c360-inter-history-card&family=australia&ft:locale=en-US) : Track customer interactions over time with date range filtering. View the chronological history of customer engagements to understand previous communication context. [Trend charts](https://www.servicenow.com/docs/access?context=c360-data-visual-card&family=australia&ft:locale=en-US) : Monitor key customer metrics through visual charts including NPS and CSAT scores with target comparisons and trend lines. View the last updated timestamps for each metric. [Billing](https://www.servicenow.com/docs/access?context=c360-billing-card&family=australia&ft:locale=en-US) : Review customer billing information and invoices for the selected billing account. Search and filter billing records to quickly locate specific invoice details. [Products](https://www.servicenow.com/docs/access?context=c360-products-card&family=australia&ft:locale=en-US) : Identify active products and services associated with the customer account. View counts of related cases, service problem cases, incidents, and test results for each product to understand product-specific issues. [Cases, tasks, and orders](https://www.servicenow.com/docs/access?context=c360-tasks-card&family=australia&ft:locale=en-US) : Manage multiple task types including service problem cases, cases, customer orders, work orders, complaint cases, and invoice cases in a unified view. View details such as case numbers, descriptions, state, sold products, and priority levels across all task records. | | Brazil | [Products card](https://www.servicenow.com/docs/access?context=c360-products-card&family=brazil&ft:locale=en-US) : Perform Suspend, Resume, Disconnect, and Modify actions on a child product inventory record from Customer 360. The action also updates the parent product inventory. The actions require the sn_contract_ent_wf plugin to be active. [Party Relationship Center](https://www.servicenow.com/docs/access?context=c360-prc-overview&family=brazil&ft:locale=en-US) : View the network of entities connected to a consumer or account, including billing accounts, sold products, related parties, and active cases as an interactive node map from any Telecommunications Customer 360 record page. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Telecommunications Customer 360 features. {#dfrn3-telecommunicationscustomer360-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. [Products](https://www.servicenow.com/docs/access?context=c360-products-card&family=australia&ft:locale=en-US) : * Filter the list of sold products displayed by product characteristic values. * Modify configurations, suspend, resume, or disconnect one or more sold products and their services. [Customer history](https://www.servicenow.com/docs/access?context=c360-inter-history-card&family=australia&ft:locale=en-US) : The Interaction history card has been renamed to Customer history. Phone interactions, chat messages, cases, contracts, work orders, and other activity types that have been configured are displayed. | | Brazil | [Billing card](https://www.servicenow.com/docs/access?context=c360-billing-card&family=brazil&ft:locale=en-US) : The Billing card in Customer 360 displays billing accounts of any Billing Account Type, including Customer Account, instead of only Company. [Party Relationship Center](https://www.servicenow.com/docs/access?context=c360-prc-overview&family=brazil&ft:locale=en-US) : Each node in the Relationship viewer shows its table label as a tagline, so you can identify the record type at a glance. | [ ] ## Removed Between your current release family and Brazil, some Telecommunications Customer 360 features or functionality were removed. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360 features or functionality were deprecated. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360. {#dfrn3-telecommunicationscustomer360-summary__entry__42} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | Australia | Activation information : Install Telecommunications Customer 360 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: Telecommunications Customer 360 is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | Activation information : Install Telecommunications Customer 360 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). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Telecommunications Customer 360 we have noted them here. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360 we have noted them here. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360, such as specific requirements or compliance levels. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360 we have noted them here. {#dfrn3-telecommunicationscustomer360-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 Telecommunications Customer 360 we have noted them here. {#dfrn3-telecommunicationscustomer360-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. * Automate customer issue diagnosis with the Smart Actions for Telecom agentic workflow which checks product inventory, open cases, billing status, and incidents from the Recommended Actions panel. * Access Customer 360, Run Diagnostics, and Recommended Actions in a single workspace from any record page. [Australia Patch 3](https://www.servicenow.com/docs/access?context=australia-patch-3&family=australia&ft:locale=en-US) * Add the 360-degree customer view to any record page with the Telecom Customer 360 UI Builder component. * Find KB articles and agentic workflows for the current customer with the Recommendations panel. Australia Early Availability * Provide agents with customer information, context, and insights for service problem analysis and faster resolution. * Enable agents to create cases for billing and service-related issues, manage orders, and book field service appointments directly from the customer view. * Provides data source configurability to bring call, chat, and billing data from external sources and generate insights. * Receive insights on customer health and top recent issues. See [Telecommunications Customer 360](https://www.servicenow.com/docs/access?context=c360-land-page&family=australia&ft:locale=en-US) for more information. | | Brazil | * View all entities connected to a consumer or account as an interactive node map from the Telecommunications Customer 360 record page. * Configure which entities appear in the map and what information displays on each node card. See [Telecommunications Customer 360](https://www.servicenow.com/docs/access?context=c360-land-page&family=brazil&ft:locale=en-US) for more information. | [ ]