Combined Now Assist for Retail Service Management (RSM) release notes for upgrades from Xanadu to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 3 minutes to read
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    Summary of Combined Now Assist for Retail Service Management (RSM) Release Notes for Upgrades from Xanadu to Zurich

    This document consolidates all release notes for Now Assist for Retail Service Management (RSM) covering upgrades from the Xanadu release family through to Zurich. It helps ServiceNow customers prepare for upgrades by summarizing new features, changes, removals, deprecations, activation procedures, and other relevant information across these releases.

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    Key Features

    • Zurich Patch 4: Introduces enhanced AI capabilities for retail store support agents. The store inquiry AI agent can search multiple knowledge sources, generate clear and traceable responses, flag uncertain cases for human review, and improve continuously with each resolved query. It also integrates smoothly into headquarters workflows by providing tailored suggestions.
    • Zurich Patch 5: Updates Now Assist usage measurement from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. This change impacts how usage is tracked and reported, providing more aligned measurement with contract terms.

    Upgrade Considerations

    • No new features, removals, or deprecations were introduced in the Xanadu or Yokohama releases relevant to Now Assist for Retail Service Management (RSM).
    • Before upgrading to Zurich, customers should review and complete any pre- and post-upgrade tasks as recommended to ensure a smooth transition.
    • The Now Assist for RSM plugin activation is now tied to the activation of the com.sn.now.platform plugin in Zurich.

    Additional Information

    • There are no changes to additional requirements, browser compatibility, accessibility, or localization from Xanadu through Zurich.
    • Customers should refer to the knowledge base (KB2704710) for detailed guidance on the new usage measurement logic introduced in Zurich Patch 5.

    Practical Impact for ServiceNow Customers

    Upgrading to Zurich enhances support agent efficiency by leveraging improved AI-driven assistance that accesses multiple knowledge bases and fits into existing workflows. The updated usage measurement model aligns licensing consumption with contract periods, providing clearer usage tracking. The plugin activation process is streamlined, simplifying deployment. Customers should plan upgrades accordingly and review relevant documentation to leverage these improvements effectively.

    Consolidated page of all release notes for Now Assist for Retail Service Management (RSM) 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 Retail Service Management (RSM) 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 Retail Service Management (RSM) 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 Retail Service Management (RSM).

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    Zurich Patch 4

    Changes

    Between your current release family and Zurich, some changes were made to existing Now Assist for Retail Service Management (RSM) features.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    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 Retail Service Management (RSM) 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 Retail Service Management (RSM) 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 Retail Service Management (RSM).

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    The Now Assist for RSM plugin is available with activation of com.sn.now.platform plugin. For more information, see Install Now Assist plugins.

    Additional requirements

    If any additional requirements were introduced or changed for Now Assist for Retail Service Management (RSM) 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 Retail Service Management (RSM) 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 Retail Service Management (RSM), 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 Retail Service Management (RSM) 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 Retail Service Management (RSM) we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich
    Zurich Patch 5
    • Review changes to Now Assist usage measurement.
    Zurich Patch 4
    • Enable retail store support agents to use the store inquiry Al agent to:
      • Search multiple knowledge sources to generate clear, traceable responses and flag uncertain cases for human review.
      • Improve with every resolved query and seamlessly fit into HQ workflows with tailored suggestions.