Combined Now Assist for Order Management release notes for upgrades from Xanadu to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 6 minutes to read
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    Summary of Combined Now Assist for Order Management Release Notes for Upgrades from Xanadu to Zurich

    This consolidated release notes document provides ServiceNow customers with a comprehensive view of the updates, new features, changes, and important upgrade information for Now Assist for Order Management from the Xanadu release through to the Zurich release. It is designed to help you prepare for and execute your upgrade by highlighting critical enhancements and procedural details.

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    Key Features

    • Manage Order Operations Agent Activation: Starting in the Yokohama release and continuing through Zurich, you can activate the manage order operations agent in the Business Portal. This enables customers, especially B2B clients, to autonomously create and manage order cases using natural language via chat and voice interactions, improving customer experience and operational efficiency.
    • Request Order Changes Using Now Assist: The AI-powered agent intelligently categorizes expedited delivery requests and links order-related cases directly to the corresponding orders. This significantly reduces manual case creation and accelerates issue resolution.
    • Order Summarization: The solution generates unified summaries of complex orders, providing a real-time, accurate view of order status. This helps agents respond confidently to customer inquiries, track and validate order changes, minimize errors, and improve communication among suppliers and partners.
    • Task Monitoring and Prioritization: Now Assist monitors tasks at risk of missing deadlines and supports resource assignment based on priority and skill, enabling rapid prioritization decisions to prevent delays and ensure timely fulfillment.

    Changes

    • Usage Measurement Update: From Yokohama Patch 5 and Zurich Patch 5 onwards, Now Assist usage measurement transitioned from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. This change affects how usage is tracked and reported.
    • Default Skill Activation: For new customers, certain Now Assist skills are turned on automatically upon installation. Existing customers upgrading from earlier releases will have any never-configured skills enabled automatically, while previously configured but disabled skills remain inactive.

    Upgrade and Activation Guidance

    • Before upgrading to Zurich, review and complete any necessary pre- and post-upgrade tasks to ensure a smooth transition.
    • To activate Now Assist for Order Management, request the application from the ServiceNow Store and install it using the ServiceNow Application Manager.

    Additional Information

    • There are no removals, deprecations, additional requirements, browser requirements, accessibility updates, or localization changes between Xanadu and Zurich for Now Assist for Order Management.
    • Release notes include short notes indicating no updates where applicable to help you quickly identify relevant changes.

    What You Can Expect

    By upgrading to Zurich and utilizing the new Now Assist capabilities, you can expect to:

    • Enhance customer self-service with AI-driven virtual assistants in the Business Portal.
    • Streamline order case management and reduce manual effort.
    • Improve accuracy and transparency in order tracking and communication.
    • Increase operational efficiency through intelligent task prioritization and resource assignment.
    • Benefit from updated usage measurement models that align with contract terms.

    Consolidated page of all release notes for Now Assist for Order Management 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 Order Management 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 Order Management 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 Order Management.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama
    Enable the manage order operations agent in the Business Portal
    Activate the manage order operations agent so that you can make it available to your customers on the Business Portal.
    Request order changes using Now Assist
    Use the manage order operations agent to provide a seamless experience to your customers on the Business Portal, enabling them to create order cases using a virtual assistant effortlessly. The AI agent can intelligently categorize requests for expedited delivery by creating order-related cases linked directly to the specific order, significantly reducing manual case creation and speeding up resolution times. Interaction channels include chat and voice options.
    Summarize an order
    Generate a summary of a complex order for a unified view of the order's current state to:
    • Respond confidently to customer queries with accurate, real-time order status.
    • Track changes and validate details to maintain consistency and transparency.
    • Minimize errors and improve communication across suppliers and partners.
    • Monitor tasks that are at risk of missing deadlines.
    • Assign tasks to appropriate resources based on priority and skill.
    • Make rapid prioritization decisions to prevent delays and help ensure timely fulfilment.

    Zurich
    Zurich Patch 4
    Enable the manage order operations agent in the Business Portal
    Activate the manage order operations agent so that you can make the agent available to your customers on the Business Portal.
    Request order changes using Now Assist
    Use the manage order operations agent to provide a seamless experience to your customers on the Business Portal, enabling them to create order cases using a virtual assistant effortlessly. The AI agent can intelligently categorize requests for expedited delivery by creating order-related cases linked directly to the specific order, significantly reducing manual case creation and speeding up resolution times. Interaction channels include chat and voice options.
    Summarize an order
    Generate a summary of a complex order for a unified view of the order's current state to:
    • Respond confidently to customer queries with accurate, real-time order status.
    • Track changes and validate details to maintain consistency and transparency.
    • Minimize errors and improve communication across suppliers and partners.
    • Monitor tasks that are at risk of missing deadlines.
    • Assign tasks to appropriate resources based on priority and skill.
    • Make rapid prioritization decisions to avoid delays and help ensure timely fulfillment.

    Changes

    Between your current release family and Zurich, some changes were made to existing Now Assist for Order Management features.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama
    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.

    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.

    Removed

    Between your current release family and Zurich, some Now Assist for Order Management 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 Order Management 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 Order Management.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    Request the Now Assist for Order Management application from the ServiceNow Store and install it using the Application Manager. For more information, see Install an application.

    Zurich

    Request the Now Assist for Order Management application from the ServiceNow Store and install it using the ServiceNow® Application Manager. For more information, see Install an application.

    Additional requirements

    If any additional requirements were introduced or changed for Now Assist for Order Management 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 Now Assist for Order Management 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 Order Management, 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 Order Management 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 Order Management we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama
    Yokohama Patch 11
    • Review changes to Now Assist usage measurement.
    • Enable business-to-business (B2B) customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language using the manage order operations agent.
    • Summarize complex orders across products, services, and fulfillment tasks, enabling agents to quickly understand status, take the right actions, and avoid navigating fragmented views to make next steps easier and improving productivity.

    See Now Assist for Order Management for more information.

    Zurich
    Zurich Patch 5
    • Review changes to Now Assist usage measurement.
    Zurich Patch 4
    • Enable B2B customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language using the manage order operations agent.
    • Summarize complex orders across products, services, and fulfillment tasks, enabling agents to quickly understand status, take the right actions, and avoid navigating fragmented views to make the next steps easier and improving productivity.

    See Now Assist for Order Management for more information.