Now Assist for Sales CRM for Telecommunications release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Now Assist for Sales CRM for Telecommunications Release Notes

    The ServiceNow® Now Assist for Sales CRM for Telecommunications application enhances industry-specific workflows by integrating generative AI to improve insights, automate actions, and enable self-service capabilities. The Australia release introduces key enhancements designed to streamline telecommunications sales processes and reduce manual efforts.

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    Key Features

    • Order Fallout AI Agent: Automatically generates fallout records from reported issues in order task work notes, facilitating efficient error tracking and follow-up.
    • Move Order Voice AI Agent: Automates the customer move order capture journey by collecting essential details such as customer name, current service location, product offering, and new service address, minimizing manual data entry.
    • ServiceNow AI Platform Licensing Tiers: Offers three tiers—Foundation (basic AI insights), Advanced (productivity enhancements across use cases), and Prime (autonomous AI actions and custom AI asset creation)—enabling customers to access features based on entitlements.
    • Activation: Now Assist features require activation of the Now Assist for Sales CRM for Telecommunications plugin, which is available via the ServiceNow Store.
    • Supporting Tools: Includes the Now Assist Admin console for easy setup and monitoring, a conversational Now Assist panel within the CSM Configurable Workspace for quick summaries, and various agentic AI skills for workflows like case and chat summarization, resolution note generation, and code generation.

    Practical Benefits for ServiceNow Customers

    • Automates routine telecommunications sales tasks, reducing manual workload and errors.
    • Improves productivity and user efficiency through AI-driven insights and workflows.
    • Provides scalable AI capabilities tailored to organizational needs through flexible licensing tiers.
    • Enables faster issue resolution and customer data capture, enhancing overall customer experience.
    • Offers easy activation and integration via the ServiceNow Store and administrative tools.

    The ServiceNow® Now Assist for Sales CRM for Telecommunications application enriches purpose-built industry workflows with generative AI to supercharge insights, actions, and self-service experiences. Now Assist for Sales CRM for Telecommunications was enhanced and updated in the Australia release.

    Now Assist for Sales CRM for Telecommunications highlights for the Australia release

    Australia Patch 1
    • Automatically create the fallout records based on reported issues in the order task work notes.
    • Automate the customer move order capture journey to reduce the manual effort.

    See Now Assist for Sales CRM for Telecommunications for more information.

    Important:
    Now Assist for Sales CRM for Telecommunications is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Now Assist for Sales CRM for Telecommunications features

    Australia Patch 1
    ServiceNow product tiers
    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 entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

    Order fallout AI agent
    Automatically create fallout records mapped to existing fallout types for streamlined error tracking and follow-up.
    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.

    Activation information

    Now Assist features are available with activation of the Now Assist for Sales CRM for Telecommunications plugin. For more information, see Install Now Assist plugins.

    Related ServiceNow applications and features

    Now Assist
    Help improve the productivity and efficiency in your organization, deliver better self-service, recommend actions, provide answers, and empower your users to search more effectively.
    Overview tab in Now Assist Admin
    The Now Assist Admin console provides you with quick and effortless access to the important information that you need to set up, configure, and monitor Now Assist applications and features.
    Now Assist panel
    Use this conversational interface in the CSM Configurable Workspace to summarize a chat, a case, or resolution notes so that you can get the context of this information more quickly.
    Now Assist skills
    Use the Now Assist products to provide agentic AI skills to meet the needs of users in different workflows, including case or incident summarization, chat summarization, resolution notes generation, and code generation.