Combined ServiceNow Otto for Sales Customer Relationship Management for Telecommunications release notes for upgrades from Zurich to Australia

australia Combined Product Files

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Combined ServiceNow Otto for Sales Customer Relationship Management for Telecommunications release notes for upgrades from Zurich to Australia

Release version: Australia

Updated August 11, 2026

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Summary of Combined ServiceNow Otto for Sales Customer Relationship Management for Telecommunications Release Notes for Upgrades from Zurich to Australia

This consolidated release notes document assists ServiceNow customers in preparing for upgrading ServiceNow Otto for Sales Customer Relationship Management for Telecommunications from the Zurich release family to the Australia release family. It summarizes new features, changes, removals, deprecations, activation details, and additional considerations relevant to this upgrade path.

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New Features

Several AI agent-driven enhancements and workflow improvements were introduced between Zurich and Australia releases, primarily in the Zurich release and its patches, including:

Image to Task Plan Template AI Agent: Processes uploaded images to extract task dependencies and generate task plan templates to standardize fulfillment processes.
Order Enrichment AI Agent: Collects customer order information, determines if enrichment is needed, creates enrichment tasks, and triggers order fulfillment upon completion.
Order Fulfillment AI Agent: Uses historical order data and large language models to decompose and fulfill domain order tasks automatically.
Task Plan Template: Defines tasks and dependencies to orchestrate and standardize product fulfillment journeys.
Move Order Voice AI Agent: Automates the customer move order capture journey by collecting essential move details to reduce manual effort.
Access Control List (ACL) Configuration for AI Agents and Agentic Workflows: Enables administrators to control who can discover and trigger AI agents or workflows, specify user behavior (dynamic or AI user), and restrict availability to authenticated or public users.
Role Configuration: Additional security roles are required to enable execution of agentic workflows and AI agents; customers must assign these roles appropriately.

Changes

Now Assist Usage Measurement: Adjustments were made in Zurich Patch 5 related to how usage is measured.
Product Taxonomy Alignment: The product name changed from "Now Assist for Sales and Order Management for Telecommunications" to "ServiceNow Otto for Sales Customer Relationship Management for Telecommunications" without any functional impact or changes to existing configurations.

Removals and Deprecations

No features or functionalities have been removed or deprecated between Zurich and Australia releases.

Activation and Configuration

Plugin Activation: Now Assist features are activated via the ServiceNow Otto for TMT plugin installation.
Security Roles: Proper role assignment is required to ensure agentic workflows and AI agents operate correctly.
Product Workflows: Customers can configure product workflows using either the data-driven catalog subflow or Flow Designer, offering flexible implementation options.

Additional Information

There are no updates or changes to browser requirements, accessibility, localization, or highlight considerations between Zurich and Australia.
Automatic creation of fallout records based on reported issues in order task work notes has been enabled to improve issue tracking.

Practical Benefits for ServiceNow Customers

Upgrading to the Australia release family will enable customers to leverage advanced AI-driven task automation and orchestration, improving efficiency in order enrichment, fulfillment, and move management processes. Enhanced security controls allow precise governance over AI agent usage. These improvements standardize and automate sales and order management processes for telecommunications, reducing manual effort and improving customer service delivery without requiring configuration changes due to product renaming.

Consolidated page of all release notes for ServiceNow Otto for Sales Customer Relationship Management for Telecommunications from Zurich to Australia.

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 Australia.

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 Australia

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


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

New features

Between your current release family and Australia, new features were introduced for ServiceNow Otto for Sales Customer Relationship Management for Telecommunications.


Release	Release notes
Zurich	Image to task plan template AI agent 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 4Order enrichment agent 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 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 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 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 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 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.

Changes

Between your current release family and Australia, some changes were made to existing ServiceNow Otto for Sales Customer Relationship Management for Telecommunications features.


Release	Release notes
Zurich	Zurich Patch 5 Changes to Now Assist usage measurement
Australia	No updates for this release.

Removed

Between your current release family and Australia, some ServiceNow Otto for Sales Customer Relationship Management for Telecommunications features or functionality were removed.


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

Deprecations

Between your current release family and Australia, some ServiceNow Otto for Sales Customer Relationship Management for Telecommunications features or functionality were deprecated.


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

Activation information

Review information on how to activate ServiceNow Otto for Sales Customer Relationship Management for Telecommunications.


Release	Release notes
Zurich	Now Assist features are available with activation of the ServiceNow Otto for TMT plugin. For more information, see Install plugins for ServiceNow Otto.
Australia	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.


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


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


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


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


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 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 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 for more information.
Australia	No updates for this release.