Combined Now Assist for Financial Services Operations (FSO) release notes for upgrades from Xanadu to Zurich

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Combined Now Assist for Financial Services Operations (FSO) release notes for upgrades from Xanadu to Zurich

Release version: Zurich

Updated August 11, 2026

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Summary of Combined Now Assist for Financial Services Operations (FSO) Release Notes for Upgrades from Xanadu to Zurich

This consolidated release notes document provides ServiceNow customers with a comprehensive overview of the new features, changes, and important upgrade considerations for Now Assist for Financial Services Operations (FSO) spanning from the Xanadu release through to Zurich. It is designed to help you prepare for and understand the enhancements included in each release family, ensuring you can effectively leverage the capabilities of Now Assist for FSO in your Financial Services Workspace environment.

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Key Features

ACL Security Implementation: Starting in Xanadu Patch 10 and enhanced in subsequent releases, Now Assist for FSO supports security enforcement through Access Control Lists (ACLs) and user identity verification for generative AI skills, AI agents, and agentic workflows. Predefined ACLs help manage access to key functionalities like case summarization and dispute intake.
Case Summarization Skill: Introduced in Xanadu Patch 10, this skill helps agents save time by condensing case records into concise summaries relevant to card disputes and insurance claims.
Now Assist Panel and Admin Console: Agents can access AI-driven skills directly within Financial Services Workspace via a dedicated panel, while administrators control skill activation, configuration, and role-based access through the Admin console.
Long Term Stable (LTS) AI Models: Beginning with Yokohama Patch 11 and enhanced in Zurich, LTS models support regulated industry requirements by offering extended model stability windows and integration with governance and compliance tools.
Expanded AI Model Provider Options: Yokohama introduced support for Google Gemini and AWS Anthropic Claude alongside Now LLM Service and Azure OpenAI, broadening AI model choices for Now Assist skills and agents.
Agentic Workflows and AI Agents: Features such as the friendly fraud AI agent assist dispute resolution by providing step-by-step recommendations and generating customer communications with appropriate tone and language. Zurich Patch 4 further adds AI agents that automate ACH dispute evaluation, guideline assessment, and communication initiation, streamlining dispute handling and decision-making.
Disputes Intake via Virtual Agent: This conversational interface simplifies dispute submission by cardholders and supports both card and ACH disputes. It uses natural language to gather information, infers answers where possible, and follows updated dispute questionnaires, including submission of required documentation like the Written Statement of Unauthorized Debt (WSUD).
Usage Measurement Updates: Starting Zurich Patch 5, Now Assist usage measurement shifts to a 365-day burn-down model resetting at the contract anniversary, providing more accurate usage tracking.

Important Changes

Role Configuration Requirements: From Yokohama Patch 11 and continuing in Zurich, additional security configurations are required for agentic workflows and AI agents. Roles must be explicitly added to user access controls and data access settings to enable execution of these AI-driven processes.
Default Skill Activation: New installations automatically enable designated Now Assist skills. For existing customers upgrading from Yokohama Patch 11 onward, any previously unconfigured skills are enabled by default, while previously configured and deactivated skills remain off.
Dispute Intake Flow Enhancements: Zurich Patch 4 updates the Virtual Agent dispute intake flow to improve accuracy in dispute categorization by bypassing inferred answers for certain questions and supporting ACH disputes.

Upgrade and Activation Guidance

Before upgrading to Zurich, review and complete the provided pre- and post-upgrade tasks to ensure a smooth transition.
Now Assist for FSO is installed by requesting it through the ServiceNow Store for all release families (Xanadu, Yokohama, Zurich).
The application requires a Financial Services Operations Professional Plus or Enterprise Plus license from Xanadu onward.

Additional Considerations

Browser and Accessibility: There are no changes to browser requirements or accessibility compliance across these releases.
Localization: No new localization considerations were introduced between Xanadu and Zurich.
Feature Removal and Deprecation: No features were removed or deprecated during this upgrade path.

What This Enables You to Do

By upgrading to Zurich with the latest Now Assist for FSO enhancements, your agents can automate routine dispute resolution tasks, securely access AI-driven case summarization and workflows tailored for Financial Services, and benefit from improved AI model stability and compliance suitable for regulated environments. The integration of AI agents and conversational Virtual Agent workflows streamlines dispute intake, improves decision confidence, and boosts operational efficiency while maintaining control over final outcomes.

Overall, these upgrades empower your financial services operations team with advanced AI-driven tools that save time, reduce manual effort, and enhance customer service quality in dispute and claims management.

Consolidated page of all release notes for Now Assist for Financial Services Operations (FSO) from Xanadu to Zurich.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Now Assist 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 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 Now Assist for Financial Services Operations (FSO) 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 Now Assist for Financial Services Operations (FSO).


Release	Release notes
Xanadu	Xanadu Patch 10 ACL security implementation Now Assist 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 Designed to save time for your agents by allowing them to condense a record to a short summary (when configured). Now Assist for FSO includes the customized skills that can be configured to use for specific card dispute and insurance claim use cases. Now Assist panel 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. Now Assist Admin console Use the Now Assist Admin 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 Specify the roles that can access the case summarization skill.
Yokohama	Yokohama Patch 11 Long term stable models 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. Yokohama Patch 6 New third-party AI model provider options available for all Now Assist applications 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 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. Yokohama Patch 3 Using agentic workflows 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. Yokohama Patch 1 Disputes intake via Virtual Agent 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.
Zurich	Zurich Patch 4 AI agents in FSO Automate ACH dispute resolution using AI-powered agents to assist in these tasks: Evaluate merchant analysis Evaluate Nacha operating guidelines Review ACH dispute return recommendation Dispute communication initiation These AI agents provide recommended outcomes along with supporting rationale to assist decision-making. However, the final decision remains entirely with the dispute agent. Dispute agents can now close tasks faster and with confidence using the Apply Recommendation option. With one click, the recommended outcome and rationale are applied and the task is closed, saving time, reducing manual effort, and boosting productivity. Now LLM LTS support for Now Assist for FSO 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. Early availability ACL security implementation 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.

Changes

Between your current release family and Zurich, some changes were made to existing Now Assist for Financial Services Operations (FSO) features.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 11 Role configuration required for agentic workflows and AI agents 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 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
Zurich	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. Zurich Patch 4 Disputes intake via Virtual Agent Disputes intake via Virtual Agent has the following updates: Questions presented to the user for disputes will follow the dispute questionnaire in the disputes playbook. Bypass inferring answers to certain questions so that customers provide answers directly, ensuring the correct dispute category and dispute reason are determined. Supports ACH disputes, Disputes intake via Virtual Agent including submission of the Written Statement of Unauthorized Debt (WSUD). Checks if the disputed transaction is already part of an existing case. Role configuration required for agentic workflows and AI agents 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 won't 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. After the roles are configured, users must have the specified role to invoke the agentic workflow or AI agent.

Removed

Between your current release family and Zurich, some Now Assist for Financial Services Operations (FSO) 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 Now Assist for Financial Services Operations (FSO) 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 Now Assist for Financial Services Operations (FSO).


Release	Release notes
Xanadu	Install Now Assist for FSO by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.
Yokohama	Install Now Assist for FSO by requesting it from ServiceNow Store.
Zurich	Install Now Assist for FSO by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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.

Additional requirements

If any additional requirements were introduced or changed for Now Assist for Financial Services Operations (FSO) we have noted them here.


Release	Release notes
Xanadu	The Now Assist for FSO application requires a Financial Services Operations Professional Plus or Enterprise Plus license.
Yokohama	The Now Assist for FSO application requires a Financial Services Operations Professional Plus or Enterprise Plus license.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Now Assist for Financial Services Operations (FSO) 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 Now Assist for Financial Services Operations (FSO), such as specific requirements or compliance levels.


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

Localization information

If there are specific localization considerations for Now Assist for Financial Services Operations (FSO) 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 Now Assist for Financial Services Operations (FSO) we have noted them here.


Release	Release notes
Xanadu	Xanadu Patch 10 Implement security in Now Assist for FSO skills with access control lists (ACLs). Early Availability 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 Now Assist for Financial Services Operations (FSO) for more information.
Yokohama	Yokohama Patch 11 Now Assist 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 Now Assist for Financial Services Operations (FSO) for more information.
Zurich	Zurich Patch 5 Review changes to Now Assist usage measurement. Zurich Patch 4 Leverage AI agents in Now Assist for FSO to automate the ACH dispute resolution process. Use an updated Disputes intake via Virtual Agent conversation flow that supports the revised dispute questionnaire, bypassing questions when inferring answers, and initiating ACH disputes. This flow is for both cards and non-cards (ACH). Now Assist for FSO skills and AI agents support model updates in Now LLM Service. Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Early Availability Implement security in Now Assist AI agents and Now Assist for FSO skills with access control lists (ACLs). See Now Assist for FSO for more information.