Combined Customer Engagement Sequences release notes for upgrades from Yokohama to Zurich

zurich Combined Product Files

Release

zurich

ft:locale

en-US

ft:publication_title

zurich Combined Product Files

ft:clusterId

delta3zy

bundleId

delta3zy

Combined Customer Engagement Sequences release notes for upgrades from Yokohama to Zurich

Release version: Zurich

Updated August 11, 2026

4 minutes to read

Summarize

Summarized using AI

Summary of Combined Customer Engagement Sequences Release Notes for Upgrades from Yokohama to Zurich

This consolidated release note summarizes the key updates and features introduced in the Customer Engagement Sequences product from the Yokohama release up to the Zurich release. It is designed to help ServiceNow customers prepare for upgrading to Zurich by highlighting new capabilities, changes, and activation details relevant to Customer Engagement Sequences.

Show full answer Show less

Key Features

Multi-trigger sequences with decision branches: Configure sequences to start based on multiple conditions across entities, eliminating the need for separate sequences for similar workflows. Add decision nodes between stages to dynamically determine the next stage based on previous outcomes.
Scheduled call activity for telesales workflows: Automate structured call attempts with delays and outcome-based branching directly from the playbook interface. This feature optimizes telesales processes and helps agents follow a repeatable engagement method.
Runtime permissions and fine-grained access control: Enforce access control on sequence records through granular roles such as admins, writers, executors, and readers, enabling secure and role-specific sequence management.
Sequence review and sharing: Sales operations teams can optimize and distribute high-performing sequences across territories to promote best practices.
No-code playbook interface: Admins can configure multi-step sequences and define specific activities without developer support, reducing implementation complexity.
Predefined sequence tasks: Provide agents with clearly defined, dynamic steps to ensure consistent messaging, personalized outreach, and reduced follow-up omissions, enhancing engagement effectiveness.
Integration with click-to-call platforms: Supports telesales scenarios with tools like Amazon Connect to enable direct call scheduling within sequences.

Important Upgrade Considerations

No new changes, removals, or deprecations were noted between Yokohama and Zurich for Customer Engagement Sequences.
Before upgrading, review and complete any pre- and post-upgrade tasks as recommended.
Activation of Customer Engagement Sequences in Zurich requires installation via the ServiceNow Store.
No changes to browser requirements, localization, or accessibility were introduced in this upgrade.

Expected Outcomes

Greater flexibility in designing customer engagement workflows using multi-trigger and branching capabilities.
Improved telesales efficiency through scheduled call automation and structured playbooks.
Enhanced security and governance with role-based access controls for sequence management.
Reduced dependency on developers via a no-code configuration experience for admins.
Consistent and personalized customer interactions that improve engagement rates and reduce manual effort.
Ability to share optimized sequences across teams, driving organizational best practices.

Consolidated page of all release notes for Customer Engagement Sequences from Yokohama to Zurich.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Customer Engagement Sequences release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Zurich.

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 Customer Engagement Sequences to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

Between your current release family and Zurich, new features were introduced for Customer Engagement Sequences.


Release	Release notes
Yokohama	No updates for this release.
Zurich	Multi-trigger sequences with decision branches for stages Configure the sequences playbook to start based on multiple conditions across entities, eliminating the need for separate sequences for similar workflows. Add a decision node between stages to determine which stage to run next, based on the outcome of the previous stage. Schedule call activity for telesales workflows Design sequences with the new Scheduled call activity to automate structured call attempts, including delays and outcome-based branching, directly from the playbook interface. This helps agents follow a repeatable, optimized process for engaging prospects or customers in telesales workflows. Runtime permissions and fine-grained access control Enforce runtime permissions to control access to sequence records such as sequence tasks and steps. Granular role framework Assign role-based access for sequence admins, writers, executors, and readers. Sequence admins have full control, writers manage their own sequences, executors (formerly viewers) have read-only access to sequences and sequence task records, and readers view sequence records. For more information, see Compatibility information. Review sequencesView sequences Enable the sales operations teams to optimize and share the high-performing sequences across territories to promote best practices across the organization. No-code interface for admins to configure sequences Configuring multi-step sequences that define specific activities using a no-code playbook experience reduces dependency on developers. Sequence tasks with predefined activities for agents Predefined activities provide the following advantages to your agents: Ensure consistent messaging and effective objection handling using clearly defined steps that dynamically adapt to customer responses. Follow a repeatable, optimized process for engaging prospects or customers. Avoid communications from sounding generic and improve engagement rates by customizing a prospect’s name, company, and other details. Reduce the chance of missing a follow-up, promoting consistency in outreach and reduction in manual effort.

Changes

Between your current release family and Zurich, some changes were made to existing Customer Engagement Sequences features.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Removed

Between your current release family and Zurich, some Customer Engagement Sequences features or functionality were removed.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Customer Engagement Sequences features or functionality were deprecated.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate Customer Engagement Sequences.


Release	Release notes
Yokohama	No updates for this release.
Zurich	Install Customer Engagement Sequences by requesting it from the ServiceNow Store.

Additional requirements

If any additional requirements were introduced or changed for Customer Engagement Sequences we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Customer Engagement Sequences we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for Customer Engagement Sequences, such as specific requirements or compliance levels.


Release	Release notes
Yokohama	No updates for this release.
Zurich

Localization information

If there are specific localization considerations for Customer Engagement Sequences we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for Customer Engagement Sequences we have noted them here.


Release	Release notes
Yokohama	No updates for this release.
Zurich	Design sequences to initiate workflows from multiple record-based events, with outcome-based decision nodes between stages, and runtime permissions. Control access to various features and capabilities using the new granular roles. Enable click-to-call for agents by configuring the Schedule Call activity and integrating with platforms such as Amazon Connect. Automate and personalize customer journeys with a no-code playbook interface and guided task flows. Drive high-impact telesales scenarios such as product surveys, lead qualification, and proactive engagement campaigns. See Customer Engagement Sequences for more information.