Now Assist for Sales Force Automation (SFA) release notes

  • Release version: Zurich
  • Updated February 11, 2026
  • 2 minutes to read
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    Summary of Now Assist for Sales Force Automation (SFA) Release Notes

    The ServiceNow® Now Assist for Sales Force Automation (SFA) application integrates AI capabilities into Sales Customer Relationship Management (Sales CRM). Introduced in the Zurich release, it enhances sales workflows by automating lead management and improving sales agent productivity through agentic AI workflows.

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    Key Features

    • Agentic Workflows: The Help nurture new leads workflow utilizes a team of AI agents to assist sales agents in managing lead lifecycles. It automates initial outreach, follow-ups, email intent classification, appointment scheduling, and lead disqualification.
    • AI Agents Included:
      • Lead outreach AI agent
      • Inbound email AI agent
      • Appointment management AI agent
      • Lead disinterest AI agent
    • Usage Measurement Update: Starting Zurich Patch 5, usage measurement for Now Assist transitions from a 365-day look-back model to a 365-day burn-down model, resetting at the contract anniversary date for more accurate tracking.
    • Product Taxonomy Alignment: Now Assist for Sales and Order Management (SOM) is renamed to Now Assist for Sales Force Automation (SFA) with no functional or configuration changes.
    • Activation: Now Assist for SFA is available via the ServiceNow Store and requires activation of the com.sn.now.platform plugin and the new snsomgenai plugin introduced in Zurich Patch 2.

    Practical Benefits for ServiceNow Customers

    • Automates and streamlines lead engagement processes, reducing manual effort for sales agents.
    • Improves lead qualification accuracy by identifying opt-outs and disinterested contacts efficiently.
    • Enhances scheduling management by automating appointment bookings and adjustments based on agent availability.
    • Provides clear activation and plugin requirements to quickly enable AI features in Sales CRM.
    • Offers updated usage tracking for better license management and compliance.

    Related Features

    • Now Assist Admin Console: Simplifies setup, configuration, and monitoring of Now Assist applications.
    • Now Assist Panel: Provides a conversational interface within the CSM Configurable Workspace for summarizing chats, cases, or resolution notes to quickly understand context.
    • Now Assist Skills: Delivers AI-driven capabilities including case summarization, chat summarization, resolution note generation, and code generation to enhance agent workflows.

    The ServiceNow® Now Assist for Sales Force Automation (SFA) application brings platform AI capabilities to Sales Customer Relationship Management. Now Assist for SFA is a new application in the Zurich release.

    Now Assist for SFA highlights for the Zurich release

    Zurich Patch 7
    • Now Assist for Sales and Order Management (SOM) is now known as Now Assist for Sales Force Automation (SFA) to align with our updated product taxonomy. There is no change to functionality or existing customer configurations.
    Zurich Patch 5
    • Review changes to Now Assist usage measurement.
    Zurich Patch 2
    • Enable sales agents to use the Help nurture new leads agentic workflow to:
      • Proactively engage with initial leads
      • Book an appointment/demo to qualify a lead
      • Identify opt-outs and disinterest for lead disqualification

    See Now Assist for Sales Force Automation (SFA) for more information.

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

    New in the Zurich release

    Zurich Patch 2
    Use agentic workflows in Now Assist for Sales Force Automation (SFA)
    The Help nurture new leads agentic workflow works with a team of AI agents to assist the sales agents to manage the life cycle of leads, either independently or under supervision.
    Table 1. Available workflows for lead management AI agents for the AI agent collection
    Workflow name Description Available AI agents
    Help nurture new leads
    • Outlines the steps required to engage the lead with the sales agent.
    • Sends initial outreach and follow-up emails.
    • Retrieves emails, classifies the intent, and routes it to the right sales agent to take action.
    • Schedules, reschedules, or deletes the appointments based on sales agent availability.
    • Manages the leads who want to opt out or uninterested.
    • Lead outreach AI agent
    • Inbound email AI agent
    • Appointment management AI agent
    • Lead disinterest AI agent

    Changed in this release

    Zurich Patch 5
    Changes to Now Assist usage measurement
    Starting with Zurich Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.

    Activation information

    Now Assist features are available with activation of com.sn.now.platform plugin. For more information, see Install Now Assist plugins.

    Plugin information

    Zurich Patch 2
    New plugins

    The following plugin is new in Zurich:

    Now Assist for SFA (sn_som_gen_ai): Packages AI capabilities for Sales Force Automation features in Sales CRM.

    Additional requirements

    The Now Assist for SFA application requires the Sales Development AI agents.

    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
    Use the Now Assist Admin console to provide 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.