--- 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 Telecommunications, Media, and Technology (TMT) release notes for upgrades from Xanadu to Yokohama # Combined ServiceNow Otto for Telecommunications, Media, and Technology (TMT) 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) 11 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 Telecommunications, Media, and Technology (TMT) Release Notes for Upgrades from Xanadu to Yokohama This consolidated release notes page outlines the key new features, changes, activation details, and important upgrade information for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) as customers transition from the Xanadu to the Yokohama release family. It is designed to help ServiceNow customers prepare for and understand the enhancements and adjustments introduced up to the Yokohama release. Show full answer Show less ## New Features * **Engagement Health Monitoring:** Monitor engagement health scores, generate trend charts, and detect risk signals with recommended solutions. * **AI Agent Collection for TMT:** Use AI agents to troubleshoot, diagnose, and autonomously resolve telecom service issues, including billing inquiries and network incidents. * **Generative AI Skills:** Summarize service problem cases, generate resolution notes, create test summaries, and consolidate multiple cases into knowledge articles to save agent time and improve case management. * **Now Assist Enhancements:** Access AI-powered assistance via panels in Customer Service Management (CSM) and Field Service Management (FSM) workspaces, with configurable skill availability by role and conditions. * **Voice Quality Issue Handling:** Collect details, open service tickets with RADCOM, and generate resolution plans for voice quality problems. * **Customer Success Management:** Automate account health assessments, renewal planning, meeting scheduling, and engagement summarization to streamline workflows. * **Knowledge Graph and Summary Customization:** Generate Knowledge Graph schemas and customize summary cards for service inventory. * **Agentic AI Capabilities:** Enable guided consumer registration, dynamic prompt configuration, and automated transform mapping to enhance operational efficiency. * **Access Control for AI Agents and Workflows:** Configure ACLs to control who can discover and trigger AI agents and workflows, specifying behavior as dynamic or AI users and accessibility scope. ## Changes * **Now Assist Usage Measurement:** Transitioned from a 365-day look-back to a 365-day burn-down model resetting at the contract anniversary to better track usage. * **Automatic Skill Activation:** Some Now Assist skills are now enabled by default for new customers and for previously unconfigured skills upon upgrade, with existing configured skill states preserved. * **Enhanced ACL Configuration:** Expanded controls for AI agents and agentic workflows, allowing more granular access and behavior settings within AI Agent Studio. ## Activation and Requirements * Activation of ServiceNow Otto for TMT plugins enables Now Assist features across releases. * The application requires a Proactive Service Experience Workflows Pro Plus or Enterprise Plus license. * Available for installation via the ServiceNow Store, ensuring ease of access and deployment. ## Removals and Deprecations No features or functionalities were removed or deprecated between the Xanadu and Yokohama releases. ## Additional Notes * No specific updates to browser requirements, localization, or accessibility compliance were introduced. * Release-specific highlights include autonomous problem resolution improvements, enhanced summarization capabilities, and expanded AI-driven workflows across Yokohama patches. Consolidated page of all release notes for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) 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 Telecommunications, Media, and Technology (TMT) 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 Telecommunications, Media, and Technology (TMT) to Yokohama Before you upgrade to Yokohama, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-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 Telecommunications, Media, and Technology (TMT). {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__8} | Release | Release notes | |-|-| | Xanadu | **Xanadu Patch 9** [Monitor engagement health](https://www.servicenow.com/docs/access?context=now-assist-tmt-resolve-risk&family=xanadu&ft:locale=en-US) : Monitor the health score of all engagements, create trend charts, and generate risk signals when a decline is detected. [Analyze risk signals and recommend solutions](https://www.servicenow.com/docs/access?context=now-assist-tmt-monitor-health&family=xanadu&ft:locale=en-US) : Retrieve unaddressed risk signals and identify appropriate success plays based on a back-end decision table. **Xanadu Patch 7** [Using Telecommunications, Media, and Technology AI agent collection](https://www.servicenow.com/docs/access?context=using-aiagents-usecases&family=xanadu&ft:locale=en-US) : Use ServiceNow Otto for TMT AI agents to troubleshoot and autonomously resolve customer issues.{#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__12} | AI agent use case | Description | |-|-| | Test and repair telecom service issues | Use AI agents to handle task requests that require troubleshooting, diagnosis, and resolution of a case task. | [Table 1. Available AI agents use case] **Xanadu Patch 1** [Service Problem Case summarization skill](https://www.servicenow.com/docs/access?context=now-assist-case-summary&family=xanadu&ft:locale=en-US) : Designed to save agents time by condensing the service problem case record to a short summary. [Resolution notes generation skill](https://www.servicenow.com/docs/access?context=now-assist-rn-summarization&family=xanadu&ft:locale=en-US) : Enable your agents to generate the resolution information for a service problem case, propose the resolution to the customer, and add the information to the service problem case record through the resolution summarization skill. [Test summarization skill](https://www.servicenow.com/docs/access?context=now-assist-tmt-exploring&family=xanadu&ft:locale=en-US) : Identify the root cause of a problem diagnosed during the test run by generating a clear and concise root-cause analysis of the service issue through the test summarization skill. [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 available on CSM/FSM Configurable Workspace. Now Assist is aware of context, so it can summarize the currently viewed record or conversation, or you can specify a case number. [Now Assist Admin console](https://www.servicenow.com/docs/access?context=configuring-now-assist&family=xanadu&ft:locale=en-US) : Activate and configure capabilities and individual skills on the AI Admin Hub console. For example, you can designate which roles have access to a skill, or whether the skill is available in CSM/FSM Configurable Workspace, the Now Assist panel, or both. [Add conditions to skill availability](https://www.servicenow.com/docs/access?context=now-assist-tmt-configuring&family=xanadu&ft:locale=en-US) : Determine when the skills for the case and the resolution notes summarization are available by adding conditions to the fields on the service problem case record. [Restrict skill availability by user role](https://www.servicenow.com/docs/access?context=now-assist-tmt-configuring&family=xanadu&ft:locale=en-US) : Specify the roles that can access the case summarization and resolution notes summarization skills. [Minimum text requirement for case summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-case&family=xanadu&ft:locale=en-US) : Enable the case summarization skill for cases that have the minimum amount of information in the case activity stream. | | Yokohama | [Address voice quality issues](https://www.servicenow.com/docs/access?context=now-assist-customer-voice&family=yokohama&ft:locale=en-US) : Collect customer details about the voice quality issue, open a service ticket with RADCOM (), and generate a resolution plan. [Risk signals and issues summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-risk-signals-issues&family=yokohama&ft:locale=en-US) : Generate summary details including the record and associated risk solutions and risk occurrences for risk signal and issues records. [Help remediate bill issues](https://www.servicenow.com/docs/access?context=billissue-remediation-usecase&family=yokohama&ft:locale=en-US) : Handle billing inquiry case requests, analyze customer invoices, and recommend better plans based on customer usage patterns. [Analyze network incidents](https://www.servicenow.com/docs/access?context=network-incident-analysis-usecase&family=yokohama&ft:locale=en-US) : Identify historic incidents and determine resolution plans. The AI agent also has the capabilities to identify field values, estimate resolution time, and create actionable tasks. [Support renewals and expansion](https://www.servicenow.com/docs/access?context=now-assist-tmt-renewal-analyzer&family=yokohama&ft:locale=en-US) : Streamline customer success management by automatically assessing account health, value realization, and adoption trends. Deliver timely, data-driven insights that guide renewal planning and play recommendations. [Trigger risk mitigation touchpoint](https://www.servicenow.com/docs/access?context=now-assist-tmt-touchpoint-meeting-scheduler&family=yokohama&ft:locale=en-US) : Enable customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. Create and manage meetings based on key details such as invitees, agenda, meeting type, and scheduling preferences. [Success summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-plays&family=yokohama&ft:locale=en-US) : Generate summary details including overview, current status, and open tasks for success initiatives, internal plays, and customer plays. Enhance Zoom meeting summaries by updating key notes, and enabling sentiment tracking. [Analyze metric data trend](https://www.servicenow.com/docs/access?context=now-assist-tmt-analyze-metric-trend&family=yokohama&ft:locale=en-US) : Collect and analyze metric data for engagements, identify patterns, and generate a trend chart. [Service summary generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-knowledge-graph&family=yokohama&ft:locale=en-US) : Generate a service summary for a product inventory. [Knowledge graph schema generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-create-knowledge-graph&family=yokohama&ft:locale=en-US) : Use the Knowledge Graph (KG) to create Knowledge Graph schema. [Customize a summary card for service summary](https://www.servicenow.com/docs/access?context=customize-uib-builder-service-summary&family=yokohama&ft:locale=en-US) : Customize the summary card of the service summary and UI actions according to your needs. [Register consumers using Agentic AI](https://www.servicenow.com/docs/access?context=now-assist-tmt-register-consumer-users-sb&family=yokohama&ft:locale=en-US) : Initiate the consumer registration process using agentic AI to receive step-by-step guidance, including error checks during registration and support for resolving those errors. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) : 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. [Monitor engagement health](https://www.servicenow.com/docs/access?context=now-assist-tmt-resolve-risk&family=yokohama&ft:locale=en-US) : Monitor the health score of all engagements, create trend charts, and generate risk signals when a decline is detected. [Analyze risk signals and recommend solutions](https://www.servicenow.com/docs/access?context=now-assist-tmt-monitor-health&family=yokohama&ft:locale=en-US) : Retrieve unaddressed risk signals and identify appropriate success plays based on a back-end decision table. [Using Telecommunications, Media, and Technology AI agent collection](https://www.servicenow.com/docs/access?context=using-aiagents-usecases&family=yokohama&ft:locale=en-US) : Use ServiceNow Otto for TMT AI agents to troubleshoot and autonomously resolve customer issues.{#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__18} | AI agent agentic workflow | Description | |-|-| | Test and repair telecom service issues | Use AI agents to handle task requests that require troubleshooting, diagnosis, and resolution of a case task. | [Table 2. Available AI agents agentic workflow] [Dynamic prompt configuration](https://www.servicenow.com/docs/access?context=now-assist-tmt-customize&family=yokohama&ft:locale=en-US) : Use the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application to provide concise, context-driven summaries that are specific to each case. Your agents can ensure that critical case details are captured and can provide personalized and informed resolutions. [Enhanced test summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-test&family=yokohama&ft:locale=en-US) : Use AI-generated test summaries that include the metric descriptions and contextual notes from cases. Your agents can focus on high-priority issues and make better informed decisions that enhance the product quality and performance. [Resolution notes generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-resolution&family=yokohama&ft:locale=en-US) : Generate resolution notes and then shorten or elaborate the content by using the Now Assist context menu in the resolution notes field of the case form in both the Core UI and Workspace. [Knowledge article generation](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-knowledge-article&family=yokohama&ft:locale=en-US) : Select and gather insights and data from multiple similar cases to create an article by using ServiceNow Otto for TMT. Use the Now Assist icon (), which is accessible as an inline capability to create and refine Knowledge articles. [Account onboarding case summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-onboard-case&family=yokohama&ft:locale=en-US) : Generate a concise account onboarding case summary that enables your agents to get a quick overview of the case details. [Engagement summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-engagement&family=yokohama&ft:locale=en-US) : Generate a high-level summary with a list of the key items about an engagement. [Touchpoint summarization](https://www.servicenow.com/docs/access?context=now-assist-tmt-summarize-touchpoint&family=yokohama&ft:locale=en-US) : Generate a quick summary of the various touchpoints in the engagement life cycle. Your agents can get a quick summary of all meetings and emails exchanged between the different stakeholders and any follow-up activities. [Transform mapping assist](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-transform-maps&family=yokohama&ft:locale=en-US) : While using the Service Exchange for a provider's application, use the Transform Mapping Assist feature to generate transform mappings between provider and consumer tables automatically. This skill enables you to streamline the transformation mapping process by reducing errors and improving overall efficiency. | [ ] ## Changes Between your current release family and Yokohama, some changes were made to existing ServiceNow Otto for Telecommunications, Media, and Technology (TMT) features. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__22} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [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). [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. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) : 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. | [ ] ## Removed Between your current release family and Yokohama, some ServiceNow Otto for Telecommunications, Media, and Technology (TMT) features or functionality were removed. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__28} | 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 Telecommunications, Media, and Technology (TMT) features or functionality were deprecated. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__34} | 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 Telecommunications, Media, and Technology (TMT). {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__40} | Release | Release notes | |-|-| | Xanadu | Now Assist features are available with activation of the ServiceNow Otto for TMT plugin. For more information, see [Install Now Assist plugins](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Now Assist features are available with activation of the ServiceNow Otto for TMT plugin. For more information, see [Install Now Assist plugins](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=yokohama&ft:locale=en-US). Important: ServiceNow Otto for Telecommunications, Media, and Technology (TMT) is available in the 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 Telecommunications, Media, and Technology (TMT) we have noted them here. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__46} | Release | Release notes | |-|-| | Xanadu | The ServiceNow Otto for TMT application requires a Proactive Service Experience Workflows Pro Plus or Enterprise Plus license. | | Yokohama | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for Telecommunications, Media, and Technology (TMT) we have noted them here. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__52} | 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 Telecommunications, Media, and Technology (TMT), such as specific requirements or compliance levels. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__58} | 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 Telecommunications, Media, and Technology (TMT) we have noted them here. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__64} | 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 Telecommunications, Media, and Technology (TMT) we have noted them here. {#dfrn3-servicenowottofortelecommunicationsmediaandtechnologytmt-summary__entry__70} | Release | Release notes | |-|-| | Xanadu | Xanadu Patch 9 * Monitor engagement health score and provide a trend analysis. * Monitor risks on a predefined schedule and provide common resolutions. Xanadu Patch 7: Proactively identify service problems, diagnose, test, and resolve customer issues autonomously using ServiceNow Otto for TMT AI agent collection. * Summarize service problem cases, generate resolution notes, and create test summaries for service-related issues by using Generative AI. * Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record. * Restrict the availability of the case summarization and resolution notes generation skills by user role. * Create a template-driven service problem case summarization based on the case state: new, in progress, or resolved. See [ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-spmc&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) * Review changes to Now Assist usage measurement. * Some Now Assist skills, agents, and agentic workflows are on by default. * Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. * Address voice quality issues and validate tickets with RADCOM. * Summarize the risk signal and issues records along with respective risk solution and occurrence records. Yokohama Patch 6 * Manage and resolve billing inquiry case requests using a team of AI agents. * Analyze network incidents, correlate associated cases, and provide resolutions. * Summarize Knowledge Graph service details, success initiatives, internal plays, customer plays, and Zoom meeting details. * Analyze account health, trigger renewal flows, schedule, and manage touchpoint meetings. * Use agentic AI to quickly create consumer registrations. Yokohama Patch 3 * Monitor engagement health score and provide a trend analysis. * Monitor risks on a predefined schedule and provide common resolutions. Yokohama Patch 1 * Proactively identify service problems, diagnose, test, and resolve customer issues autonomously using the ServiceNow Otto for TMT AI agent collection. Yokohama Early Availability * Summarize onboarding cases, engagements, and touchpoints by using agentic AI. * Enhance test summarization with metric descriptions and contextual notes. * Consolidate the information from multiple similar cases into a Knowledge article. * Dynamically configure prompts for case summarization. * Automate transformation mapping between provider and consumer instances in Service Exchange. See [ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-spmc&family=yokohama&ft:locale=en-US) for more information. | [ ]