Combined Now Assist for Sales Force Automation (SFA) release notes for upgrades from Xanadu to Zurich

  • Release version: Zurich
  • Updated August 11, 2026
  • 5 minutes to read
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    Summary of Combined Now Assist for Sales Force Automation (SFA) Release Notes for Upgrades from Xanadu to Zurich

    This consolidated release notes document covers the key updates, new features, changes, and important upgrade information for Now Assist for Sales Force Automation (SFA) from the Xanadu through to the Zurich release versions. It is designed to help ServiceNow customers prepare for and understand the impact of upgrading their Now Assist for SFA solution within the ServiceNow platform.

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    New Features

    • Agentic Workflows: Starting in Yokohama Patch 11 and continuing in Zurich Patch 2, Now Assist for SFA introduces the Help nurture new leads agentic workflow. This workflow leverages a team of AI agents to assist sales agents in managing lead lifecycles either autonomously or with supervision.
    • AI Agents Included in the Workflow:
      • Lead Outreach AI Agent – Sends initial and follow-up emails to leads.
      • Inbound Email AI Agent – Retrieves and interprets emails, routing them based on intent.
      • Appointment Management AI Agent – Handles scheduling, rescheduling, or cancellation of appointments aligned with sales agent availability.
      • Lead Disinterest AI Agent – Manages leads that opt out or express disinterest.

    Changes

    • Usage Measurement Update: From Yokohama Patch 5 and continued in Zurich Patch 5, Now Assist usage measurement has transitioned from a 365-day look-back model to a 365-day burn-down model, resetting usage at the contract anniversary date. This change affects how usage is tracked and reported.
    • Default Skill Activation:
      • New Customers: Upon installation, designated Now Assist skills are automatically enabled.
      • Existing Customers Upgrading (from Yokohama Patch 11 onward): Any previously unconfigured skills are automatically turned on. However, skills that were explicitly configured and then turned off remain inactive.

    Removed and Deprecated Features

    No features or functionality were removed or deprecated in Now Assist for Sales Force Automation (SFA) from Xanadu through Zurich releases.

    Activation Information

    • To activate Now Assist features in Yokohama and Zurich releases, customers must enable the com.sn.now.platform plugin.

    Additional Requirements

    • The Zurich release requires Sales Development AI agents for Now Assist for SFA to function properly.

    Browser, Accessibility, and Localization

    There are no new or changed browser requirements, accessibility details, or localization considerations from Xanadu through Zurich releases.

    Highlight Information

    • Agentic workflows and AI agents included in Now Assist applications require additional role configuration to function correctly.
    • Changes to usage measurement and default skill activation are key considerations for administrators during upgrades.

    Practical Impact for ServiceNow Customers

    • Upgrading to Zurich enables AI-driven automation in lead management, improving sales efficiency through proactive engagement, streamlined appointment handling, and better lead qualification.
    • Customers should review and adjust role configurations to support agentic workflows and AI agents.
    • Understanding the updated usage measurement model is critical for compliance with contract terms and usage monitoring.
    • Activation of the appropriate plugin and ensuring the presence of Sales Development AI agents are required steps for a successful upgrade and operation.

    Consolidated page of all release notes for Now Assist for Sales Force Automation (SFA) 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 Sales Force Automation (SFA) 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 Sales Force Automation (SFA) 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 Sales Force Automation (SFA).

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama
    Yokohama Patch 11Use agentic workflows
    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

    Zurich
    Zurich Patch 2
    Use agentic workflows
    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 2. 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

    Changes

    Between your current release family and Zurich, some changes were made to existing Now Assist for Sales Force Automation (SFA) 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 Sales Force Automation (SFA) 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 Sales Force Automation (SFA) 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 Sales Force Automation (SFA).

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    Now Assist features are available with activation of com.sn.now.platform plugin. For more information, see Install Now Assist plugins.

    Zurich

    Now Assist features are 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 Sales Force Automation (SFA) we have noted them here.

    Release Release notes

    Xanadu

    		 No updates for this release.

    Yokohama

    		 No updates for this release.

    Zurich

    The Now Assist for SFA application requires the Sales Development AI agents.

    Browser requirements

    If any specific browser requirements were introduced or changed for Now Assist for Sales Force Automation (SFA) 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 Sales Force Automation (SFA), 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 Sales Force Automation (SFA) 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 Sales Force Automation (SFA) 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.
    • 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 SOM for more information.

    Zurich
    Zurich Patch 5
    • Review changes to Now Assist usage measurement.
    Zurich Patch 2
    • Enable sales agents to use the Help nurture new leads agentic workflow to:
      • Proactively engage with initial leads
      • Book an appointment/demo to qualify a lead
      • Identify opt-outs and disinterest for lead disqualification

    See Now Assist for SOM for more information.