Now Assist for Sales Force Automation (SFA) release notes
Summarize
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 Now Assist for Sales Force Automation (SFA) Release Notes
The Now Assist for Sales Force Automation (SFA) application, introduced in the Yokohama release, integrates ServiceNow platform AI capabilities into Sales Customer Relationship Management. It empowers sales teams by delivering AI-driven insights and automation to accelerate and enhance sales and order processes.
Show less
Key Features
- Agentic Workflows: Yokohama Patch 11 introduces agentic workflows such as "Help nurture new leads," which utilize a team of AI agents to autonomously or collaboratively manage lead life cycles. These workflows include tasks like sending outreach emails, classifying inbound emails, scheduling appointments, and managing lead opt-outs.
- AI Agents: The lead management workflow leverages multiple AI agents, including Lead Outreach, Inbound Email, Appointment Management, and Lead Disinterest agents, each specializing in specific lead engagement tasks.
- Usage Measurement Update: Starting with Yokohama Patch 5, usage measurement for Now Assist transitioned from a rolling 365-day look-back to a burn-down model aligned with contract anniversaries, improving clarity on consumption.
- Default Skill Activation: New installations of Now Assist automatically enable specific skills by default. For existing customers upgrading from earlier versions, unconfigured skills will be activated automatically, while previously disabled configured skills remain inactive.
- Access Control Configuration: Administrators can configure Access Control Lists (ACLs) in AI Agent Studio to define who can discover and trigger AI agents and workflows. This includes setting AI agents/workflows to act as dynamic users or AI users and controlling their availability to authenticated or public users.
- Activation: Now Assist features require activation of the
com.sn.now.platformplugin.
Practical Benefits for ServiceNow Customers
- Accelerates lead management through AI-driven automation, reducing manual workload for sales agents.
- Improves sales team responsiveness by automating outreach and email classification tasks.
- Enables precise control over AI agent accessibility and behavior through configurable ACLs, supporting security and compliance needs.
- Provides clearer usage tracking aligned with contract terms for better license management.
- Integrates conversational AI capabilities into the Customer Service Management workspace, facilitating faster context gathering from chats, cases, and resolution notes.
The ServiceNow® Now Assist for SFA application brings platform AI capabilities to Sales Customer Relationship Management. Now Assist for SFA is a new application in the Yokohama release.
Now Assist for SFA highlights for the Yokohama release
Yokohama Patch 11
- 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.
Previous Patch releases
- Now Assist for Sales Force Automation (SFA) application packages ServiceNow® platform AI capabilities to deliver AI-powered insights and automation to drive faster, smarter sales and order processes.
See Now Assist for Sales Force Automation (SFA) for more information.
Now Assist for SFA features
- Yokohama Patch 11Use 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
- Yokohama Patch 11
- Changes to Now Assist usage measurement
- 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.
- Some Now Assist skills are turned on by default
- 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
- 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.
Activation information
Now Assist features are available with activation of com.sn.now.platform plugin. For more information, see .