Combined Customer Engagement Sequences release notes for upgrades from Xanadu to Zurich

zurich Combined Product Files

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zurich

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en-US

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zurich Combined Product Files

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Combined Customer Engagement Sequences release notes for upgrades from Xanadu to Zurich

Release version: Zurich

Updated July 20, 2026

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Summary of Combined Customer Engagement Sequences release notes for upgrades from Xanadu to Zurich

This consolidated release note page guides ServiceNow customers through the upgrade of Customer Engagement Sequences from Xanadu to Zurich. It highlights new features, changes, activation steps, and other relevant information to help customers prepare and optimize their use of Customer Engagement Sequences in the Zurich release.

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Key Features in Zurich

Multi-trigger sequences with decision branches: Configure playbooks to start sequences based on multiple conditions across entities. Add decision nodes between stages to dynamically choose the next stage based on previous outcomes, streamlining workflows without needing separate sequences.
Scheduled call activity for telesales: Automate structured call attempts with delays and outcome-based branching directly from the playbook interface, enabling agents to follow optimized, repeatable telesales engagement processes.
Runtime permissions and fine-grained access control: Enforce detailed access controls on sequence records, including tasks and steps, with granular role assignments such as admins, writers, executors (read-only), and readers to ensure appropriate security and governance.
Sequence review and sharing: Sales operations teams can optimize and distribute high-performing sequences across territories to promote best practices organization-wide.
No-code playbook configuration: Admins can configure multi-step sequences with specific activities using a no-code interface, reducing reliance on developers for sequence creation and updates.
Predefined sequence tasks for agents: Provide agents with consistent, dynamic steps that adapt to customer responses, improve engagement through personalization, and reduce manual follow-up errors for more effective outreach.

Changes, Removals, and Deprecations

No updates, removals, or deprecations were noted for Customer Engagement Sequences between Xanadu and Zurich releases.

Activation and Installation

To activate Customer Engagement Sequences in Zurich, customers need to request installation through the ServiceNow Store. No additional requirements, browser specifications, or localization changes were introduced in this release.

Why This Matters for ServiceNow Customers

The Zurich release enhances Customer Engagement Sequences by enabling more flexible, automated, and personalized customer journeys with stronger security controls and ease of configuration. These improvements help organizations streamline telesales and customer engagement processes, improve agent efficiency, and share successful engagement strategies across teams—all while maintaining compliance and governance through role-based access.

Consolidated page of all release notes for Customer Engagement Sequences from Xanadu to Zurich.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Customer Engagement Sequences release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich.

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 Customer Engagement Sequences to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

Between your current release family and Zurich, new features were introduced for Customer Engagement Sequences.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	Multi-trigger sequences with decision branches for stages Configure the sequences playbook to start based on multiple conditions across entities, eliminating the need for separate sequences for similar workflows. Add a decision node between stages to determine which stage to run next, based on the outcome of the previous stage. Schedule call activity for telesales workflows Design sequences with the new Scheduled call activity to automate structured call attempts, including delays and outcome-based branching, directly from the playbook interface. This helps agents follow a repeatable, optimized process for engaging prospects or customers in telesales workflows. Runtime permissions and fine-grained access control Enforce runtime permissions to control access to sequence records such as sequence tasks and steps. Granular role framework Assign role-based access for sequence admins, writers, executors, and readers. Sequence admins have full control, writers manage their own sequences, executors (formerly viewers) have read-only access to sequences and sequence task records, and readers view sequence records. For more information, see Compatibility information. Review sequencesView sequences Enable the sales operations teams to optimize and share the high-performing sequences across territories to promote best practices across the organization. No-code interface for admins to configure sequences Configuring multi-step sequences that define specific activities using a no-code playbook experience reduces dependency on developers. Sequence tasks with predefined activities for agents Predefined activities provide the following advantages to your agents: Ensure consistent messaging and effective objection handling using clearly defined steps that dynamically adapt to customer responses. Follow a repeatable, optimized process for engaging prospects or customers. Avoid communications from sounding generic and improve engagement rates by customizing a prospect’s name, company, and other details. Reduce the chance of missing a follow-up, promoting consistency in outreach and reduction in manual effort.

Changes

Between your current release family and Zurich, some changes were made to existing Customer Engagement Sequences features.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Removed

Between your current release family and Zurich, some Customer Engagement Sequences features or functionality were removed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Customer Engagement Sequences features or functionality were deprecated.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate Customer Engagement Sequences.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	Install Customer Engagement Sequences by requesting it from the ServiceNow Store.

Additional requirements

If any additional requirements were introduced or changed for Customer Engagement Sequences we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Customer Engagement Sequences we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for Customer Engagement Sequences, such as specific requirements or compliance levels.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich

Localization information

If there are specific localization considerations for Customer Engagement Sequences we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for Customer Engagement Sequences we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	Design sequences to initiate workflows from multiple record-based events, with outcome-based decision nodes between stages, and runtime permissions. Control access to various features and capabilities using the new granular roles. Enable click-to-call for agents by configuring the Schedule Call activity and integrating with platforms such as Amazon Connect. Automate and personalize customer journeys with a no-code playbook interface and guided task flows. Drive high-impact telesales scenarios such as product surveys, lead qualification, and proactive engagement campaigns. See Customer Engagement Sequences for more information.