--- sourceDocument: yokohama Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/delta-xanadu-yokohama Release : - yokohama ft:locale : - en-US ft:publication_title : - yokohama Combined Product Files ft:clusterId : - delta3yx bundleId : - delta3yx --- # Combined ServiceNow Otto for Financial Services Operations (FSO) release notes for upgrades from Xanadu to Yokohama # Combined ServiceNow Otto for Financial Services Operations (FSO) release notes for upgrades from Xanadu to Yokohama {#ariaid-title1} Release version: Yokohama Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined ServiceNow Otto for Financial Services Operations (FSO) Release Notes for Upgrades from Xanadu to Yokohama This consolidated release notes document guides ServiceNow customers through the upgrade path from the Xanadu to Yokohama release family for ServiceNow Otto for Financial Services Operations (FSO). It provides a clear summary of new features, changes, security enhancements, activation steps, and other important upgrade considerations to help customers prepare, execute, and leverage the Yokohama release effectively. Show full answer Show less ## Key Features * **Security Enhancements with ACLs:** Both Xanadu Patch 10 and Yokohama introduce and extend Access Control List (ACL) security implementations that govern execution of generative AI skills, AI agents, and agentic workflows via user roles and identities. Predefined ACLs are supplied for critical capabilities like case summarization, dispute intake, and fraud resolution. * **AI Skills and Agents:** * Case summarization skill helps agents save time by generating concise overviews of dispute and insurance claim records. * Friendly fraud AI agent provides guided, step-by-step recommendations to resolve flagged disputes with customer-sensitive response crafting. * Disputes intake via Virtual Agent offers a conversational interface that streamlines card dispute submissions with natural language and inferred answers, improving customer engagement. * **AI Model Providers Expansion:** Yokohama adds support for Google Gemini and AWS Claude as AI model providers alongside existing Now LLM Service and Azure OpenAI options to increase flexibility and governance capabilities for regulated industries. * **Long Term Stable (LTS) Models:** Now LLM Service includes LTS models that offer longer stability and better integration with compliance, governance, and monitoring tools essential for financial services. * **Now Assist Panel:** Agents can access Now Assist AI skills directly in the Financial Services Workspace through a dedicated panel, enhancing workflow efficiency. * **Role-Based Access Control:** Skill and AI agent availability is controlled via user roles, ensuring compliance with organizational security policies. ## Key Changes * **Role Configuration Requirements:** Yokohama requires explicit addition of installed roles for agentic workflows and AI agents to function when user access is restricted by role-based security controls. * **Now Assist Skills Default Activation:** For new customers, designated Now Assist skills are enabled by default. Existing customers upgrading to Yokohama Patch 11 will see previously unconfigured skills automatically enabled, while skills turned off manually remain inactive. * **Updated Usage Measurement:** Starting with Yokohama Patch 5, Now Assist usage measurement shifts from a 365-day look-back model to a burn-down model with reset at the contract anniversary, improving license usage tracking. ## Activation and Licensing * ServiceNow Otto for FSO must be installed via the ServiceNow Store by submitting a request. * The application requires a Financial Services Operations Professional Plus or Enterprise Plus license for both Xanadu and Yokohama releases. ## Additional Information * **Compatibility and Compliance:** No updates affecting browser requirements, accessibility, or localization were introduced between Xanadu and Yokohama releases. * **No Features Removed or Deprecated:** The upgrade path does not involve removal or deprecation of existing features. ## Customer Benefits * Improved security and governance controls through ACL-based access for AI-driven workflows and skills, supporting regulatory compliance. * Enhanced agent productivity and customer engagement by leveraging AI skills like case summarization and conversational dispute intake. * Access to a broader range of AI models and stable long-term models to meet the demands of financial services operations. * Streamlined upgrade experience with clear activation steps and default skill enablement to reduce manual configuration. Consolidated page of all release notes for ServiceNow Otto for Financial Services Operations (FSO) from Xanadu to Yokohama. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Financial Services Operations (FSO) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Yokohama. 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 Financial Services Operations (FSO) to Yokohama Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__2} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## New features Between your current release family and Yokohama, new features were introduced for ServiceNow Otto for Financial Services Operations (FSO). {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__8} | Release | Release notes | |-|-| | Xanadu | **Xanadu Patch 10** [ACL security implementation](https://www.servicenow.com/docs/access?context=configuring-security-in-now-assist-for-fso&family=xanadu&ft:locale=en-US) : ServiceNow Otto for FSO can be configured to enable security implementation to execute generative AI skills through ACLs and user identities. Some predefined ACLs are provided for case summarization. **Early Availability** [Case summarization skill](https://www.servicenow.com/docs/access?context=now-assist-case-summary&family=xanadu&ft:locale=en-US) : Designed to save time for your agents by allowing them to condense a record to a short summary (when configured). ServiceNow Otto for FSO includes the customized skills that can be configured to use for specific card dispute and insurance claim use cases. [Now Assist panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=xanadu&ft:locale=en-US) : Enable your agents to access Now Assist skills in a panel that is available in Financial Services Workspace. After configuration, agents can summarize the viewed record or a specific case number in Now Assist panel. [AI Admin Hub console](https://www.servicenow.com/docs/access?context=configuring-now-assist&family=xanadu&ft:locale=en-US) : Use the AI Admin Hub console to activate and configure the capabilities and individual skills. For example, you can designate which roles have access to a skill, or whether the skill is available in Financial Services Workspace, the Now Assist panel, or both. [Skill availability restricted by user role](https://www.servicenow.com/docs/access?context=configure-now-assist-for-fso&family=xanadu&ft:locale=en-US) : Specify the roles that can access the case summarization skill. | | Yokohama | [Long term stable models](https://www.servicenow.com/docs/access?context=long-term-stable-models&family=yokohama&ft:locale=en-US) : Long term stable (LTS) models are part of Now LLM Service and provide longer model stability windows for regulated industries. These models can integrate with tools to provide governance, monitoring, and compliance controls. [New third-party AI model provider options available for all Now Assist applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=yokohama&ft:locale=en-US) : Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. [ACL security implementation](https://www.servicenow.com/docs/access?context=configuring-now-assist-skills-for-fso&family=yokohama&ft:locale=en-US) : Enable security implementation to execute AI agents, agentic workflows, and generative AI skills through ACLs and user identities in Now Assist for FSO.Predefined ACLs are provided for case summarization, Disputes intake via Virtual Agent, and the Help resolve friendly fraud AI agent and agentic workflow. [Using agentic workflows](https://www.servicenow.com/docs/access?context=using-ai-agent-use-cases-in-now-assist-for-fso&family=yokohama&ft:locale=en-US) : Resolve disputes that are flagged as friendly fraud with comprehensive guidance from the friendly fraud AI agent. Leverage the AI agent's step-by-step recommendations and detailed responses to explain the decisions made regarding disputes. Based on the AI agent recommendations, issue credit to customers, decline disputes, or initiate an exception process. [Disputes intake via Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations&family=yokohama&ft:locale=en-US) : Provide an intuitive dialog-based channel experience for your customers to submit details on a dispute case. The dispute intake via Virtual Agent leverages questions that are required by the card processing networks. Now LLM Service rephrases these questions in a conversational format and infers the answers for the unanswered questions from customer responses. | [ ] ## Changes Between your current release family and Yokohama, some changes were made to existing ServiceNow Otto for Financial Services Operations (FSO) features. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__14} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=yokohama&ft:locale=en-US) : Agentic workflows and AI agents included with Now Assist 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. Data access settings must also include these roles. See the documentation for the agentic workflow or AI agent for the specific roles you must add. [Some Now Assist skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=yokohama&ft:locale=en-US) : Starting with Yokohama 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). | [ ] ## Removed Between your current release family and Yokohama, some ServiceNow Otto for Financial Services Operations (FSO) features or functionality were removed. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__20} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Deprecations Between your current release family and Yokohama, some ServiceNow Otto for Financial Services Operations (FSO) features or functionality were deprecated. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__26} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Activation information Review information on how to activate ServiceNow Otto for Financial Services Operations (FSO). {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__32} | Release | Release notes | |-|-| | Xanadu | Install ServiceNow Otto for FSO by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Install ServiceNow Otto for FSO by requesting it from ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=yokohama&ft:locale=en-US). Important: ServiceNow Otto for FSO is available in ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__38} | Release | Release notes | |-|-| | Xanadu | The ServiceNow Otto for FSO application requires a Financial Services Operations Professional Plus or Enterprise Plus license. | | Yokohama | Additional requirements : The ServiceNow Otto for FSO application requires a Financial Services Operations Professional Plus or Enterprise Plus license. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__44} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Financial Services Operations (FSO), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__56} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for ServiceNow Otto for Financial Services Operations (FSO) we have noted them here. {#dfrn3-servicenowottoforfinancialservicesoperationsfso-summary__entry__62} | Release | Release notes | |-|-| | Xanadu | Xanadu Patch 10 Implement security in ServiceNow Otto for FSO skills with access control lists (ACLs). [Early Availability](https://www.servicenow.com/docs/access?context=xanadu-all-other-fixes&family=xanadu&ft:locale=en-US) Enable agents to review card dispute and insurance claim cases more effectively by using the case summarization skill to generate an overview of key details. See [ServiceNow Otto for Financial Services Operations (FSO)](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations&family=xanadu&ft:locale=en-US) for more information. | | Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * ServiceNow Otto for FSO skills and AI agents support model updates in Now LLM Service. * Some Now Assist skills, agents, and agentic workflows are on by default. * Review changes to Now Assist usage measurement. * Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Yokohama Patch 6 * Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. * Implement security in Now Assist AI agents and Now Assist for FSO skills with Access Control Lists (ACLs). Yokohama Patch 3 * Streamline the friendly fraud dispute resolution process for human agents and make informed decisions by using the Now Assist friendly fraud AI agent. * Maintain positive customer relationships by using the AI agent to craft responses with the right tone and language. * Enable agents to evaluate and review the amount being disputed, the customer relationship, and the outcome of the detection logic. Yokohama Patch 1 * Streamline the card dispute submission process for cardholders with a dispute intake workflow by using Now Assist in Virtual Agent. * Use a conversational, natural language interface that makes data collection more engaging and less tedious compared to a traditional form. * Increase efficiency by inferring information from the customer's responses in the conversation. See [ServiceNow Otto for Financial Services Operations (FSO)](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations&family=yokohama&ft:locale=en-US) for more information. | [ ]