Sales CRM for Telecommunications release notes

  • Release version: Australia
  • Updated March 17, 2026
  • 3 minutes to read
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    Summary of Sales CRM for Telecommunications Release Notes (Australia Release)

    The ServiceNow® Sales CRM for Telecommunications application helps you capture, manage, and fulfill product and service orders from enterprise customers. The Australia release introduces enhancements and new AI-driven features to improve order management, task planning, and customer move processes, while maintaining alignment with updated product taxonomy.

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    Key Features

    • Image to Task Plan Template AI Agent (Patch 3): Automatically generates task plan templates by processing uploaded images, extracting task dependencies to standardize product fulfillment workflows.
    • Order Fallout AI Agent (Patch 1): Automatically creates fallout records based on reported issues in order task work notes for streamlined error tracking and follow-up.
    • Move Order Voice AI Agent (Early Availability): Facilitates automated capture of customer move orders by collecting key details such as customer name, service location, and new address via conversational AI.
    • Product Workflow Configuration Options: Offers configuration of product workflows using a data-driven catalog subflow as an alternative to Flow Designer, providing more flexibility in implementation.
    • Task Plan Templates for Order Fulfillment: Enables defining tasks and dependencies in a template to orchestrate and standardize fulfillment journeys across products.
    • ServiceNow AI Platform Tiers: Introduces three AI licensing tiers—Foundation, Advanced, and Prime—granting access to various AI features and agents depending on entitlement.
    • Product Taxonomy Update (Patch 2): Renaming Sales Customer Relationship Management for Telecommunications (SOMT) to Sales CRM for Telecommunications with no functional impact.

    Activation and Related Applications

    To enable Sales CRM for Telecommunications, customers must install the Order Management for telecom, media, and tech application via the ServiceNow Store. This solution integrates with related ServiceNow applications such as:

    • CPQ Configurator: Simplifies configuring and pricing customizable products within Sales CRM transactions.
    • Pricing Management: Supports pricing strategy creation and optimization to ensure accurate and competitive sales pricing.
    • Sales Agreement Management: Manages sales agreement scopes and conditions for future transactions between buyers and sellers.
    • Now Assist: Provides AI-powered productivity enhancements including case summarization, chat summarization, resolution notes generation, and code generation through conversational interfaces and agentic AI skills.

    Practical Benefits for ServiceNow Customers

    • Automate and standardize complex order fulfillment and task management using AI-driven task plan templates.
    • Reduce manual effort and errors in capturing customer move orders and managing fallout records.
    • Gain flexibility in workflow configuration with data-driven catalog subflows.
    • Leverage tiered AI capabilities tailored to your organization’s needs and entitlements.
    • Integrate seamlessly with related ServiceNow sales and pricing tools to streamline your telecommunications sales lifecycle.

    The ServiceNow® Sales CRM for Telecommunications application enables you to capture, manage, and fulfill product and service orders from enterprise customers. Sales CRM for Telecommunications was enhanced and updated in the Australia release.

    Sales CRM for Telecommunications highlights for the Australia release

    Australia Patch 3
    Australia Patch 2
    • Sales Customer Relationship 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.
    Australia Patch 1
    • Automatically create the fallout records based on reported issues in the order task work notes.
    Australia Early Availability
    • 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 Sales Customer Relationship Management for Telecommunications for more information.

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

    New in the Australia release

    Australia Patch 3Australia 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.
    Australia Early Availability
    Task plan templates driven order fulfillment
    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.

    Activation information

    Install Order Management for telecom, media, and tech by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

    Related ServiceNow applications and features

    CPQ Configurator
    The CPQ Configurator interface streamlines the process of configuring and pricing customizable products in Sales Customer Relationship Management transactions, such as quotes and orders.
    Pricing Management
    The Pricing Management application enables your pricing organization to set, manage, and optimize pricing strategies for any Sales Customer Relationship Management solution. These pricing strategies enable your sales teams to generate opportunities, quotes, and orders with accurate and competitive pricing quickly.
    Sales Agreement Management
    The Sales Agreement application captures the scope and conditions from a quote for future sales transactions, over a specified period between a buyer and a seller.
    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.