--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-xanadu-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zx bundleId : - delta3zx --- # Combined ServiceNow Otto for Collaborative Work Management (CWM) (CWM) release notes for upgrades from Xanadu to Zurich # Combined ServiceNow Otto for Collaborative Work Management (CWM) (CWM) release notes for upgrades from Xanadu to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined ServiceNow Otto for Collaborative Work Management (CWM) Release Notes from Xanadu to Zurich This consolidated release notes document helps ServiceNow customers understand the key updates, new features, changes, and upgrade guidance for ServiceNow Otto for Collaborative Work Management (CWM) from the Xanadu through Zurich releases. It is designed to assist customers in preparing for upgrades, highlighting important pre- and post-upgrade tasks, and summarizing enhancements to improve productivity and AI capabilities within CWM. Show full answer Show less ## New Features * **Yokohama Release:** * Now Assist can automatically generate CWM tasks from document content, allowing users to receive task recommendations that can be refined before adding to a board. * Now Assist also supports summarizing and paraphrasing document content, enabling users to summarize entire docs or selected text, as well as elaborate or shorten content. * **Zurich Release:** * Acceptance criteria generation skill helps create clear, consistent acceptance criteria for user stories using story details and templates aligned with organizational standards. * Users can now generate and improve document content using custom open-text prompts directly within Docs, expanding on summarize, elaborate, and shorten options. * New AI model provider options added: Google Gemini and AWS Claude complement existing providers such as Now LLM Service and Azure OpenAI for generative AI skills and AI agents. ## Changes * **Yokohama and Zurich Releases:** * Now Assist usage measurement transitioned from a 365-day look-back model to a 365-day burn-down model that resets at the contract anniversary date, improving tracking and billing accuracy. * Certain generative AI skills are now turned on by default for new customers and for previously unconfigured skills during upgrades, streamlining adoption. * Access control configuration for AI agents and agentic workflows enhanced, allowing administrators to control who can discover and trigger these AI capabilities and define their user behavior. ## Removed and Deprecated Features There were no removals or deprecations of features between Xanadu and Zurich releases for ServiceNow Otto for CWM. ## Activation and Installation ServiceNow Otto for CWM is available for installation via the ServiceNow Store. Customers should request the app through the store interface. The store also provides cumulative release notes and version history to assist with management and upgrade planning. ## Additional Information * There are no new or changed additional requirements, browser requirements, accessibility considerations, or localization updates reported between Xanadu and Zurich. * Zurich Patch 4 introduced default activation of some Now Assist skills and added Google Gemini and AWS Claude as AI model providers alongside existing options. * Zurich Patch 5 updated Now Assist usage measurement consistent with the new burn-down model. ## Key Benefits for ServiceNow Customers * Enhanced AI-driven task generation and document content summarization streamline collaborative work management and save time. * Improved content creation features within Docs, including custom prompt-driven generation and acceptance criteria templates, help maintain consistency and clarity in work artifacts. * Expanded AI model provider options offer greater flexibility and optimization of AI skills based on organizational preferences. * Updated usage measurement and default skill activation simplify administration and provide clearer insights into AI feature consumption. * Flexible access control settings for AI agents ensure secure and appropriate use across users and teams. Consolidated page of all release notes for ServiceNow Otto for Collaborative Work Management (CWM) (CWM) from Xanadu to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Collaborative Work Management (CWM) (CWM) 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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM) to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__2} | 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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM). {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Generate tasks from Docs](https://www.servicenow.com/docs/access?context=generate-tasks-cwm-docs-now-assist&family=yokohama&ft:locale=en-US) : Help increase efficiency and save time by using Now Assist to automatically generate CWM Tasks for your Board. Using the information in your doc, Now Assist provides task recommendations. You can choose to refine or modify these recommendations. You can iterate multiple times to tweak the task recommendations according to your requirements. After you're satisfied with the recommendations, Now Assist can help you add these tasks to a board of your choice. [Summarize and paraphrase Docs content](https://www.servicenow.com/docs/access?context=cwm-docs&family=yokohama&ft:locale=en-US) : Use Now Assist capabilities to refine selected content in docs, or to get a summary of the whole document. * Summarize, elaborate, or shorten selected text. * Summarize the entire content on the page. | | Zurich | [Generate acceptance criteria for CWM stories](https://www.servicenow.com/docs/access?context=generate-acceptance-criteria-for-stories-in-cwm&family=zurich&ft:locale=en-US) : Generate clear, consistent acceptance criteria for user stories with the acceptance criteria generation skill. By using story details as context and predefined templates, the skill helps you generate acceptance criteria in a format that aligns with your organizational requirements. [Generate and improve content using open-text prompts](https://www.servicenow.com/docs/access?context=generate-summarize-and-refine-content-of-docs-with-now-assist&family=zurich&ft:locale=en-US) : Help improve your content and productivity with the ability to enter custom prompts directly in the Docs, alongside the Summarize, Elaborate, and Shorten options. Generate content with ServiceNow Otto for CWM directly in your Docs. In addition, summarize existing sections, elaborate where needed, and refine drafts. [New third-party AI model provider options available for all AI applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Collaborative Work Management (CWM) (CWM) features. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=yokohama&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some Now Assist skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) : 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. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&ft:locale=en-US) : Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available. | | Zurich | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : Starting with Australia Early Access, AI 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: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some generative AI skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=zurich&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install an AI product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Australia Early Access): 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. | [ ] ## Removed Between your current release family and Zurich, some ServiceNow Otto for Collaborative Work Management (CWM) (CWM) features or functionality were removed. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__26} | 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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM) features or functionality were deprecated. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__34} | 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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM). {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : Install ServiceNow Otto for CWM by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for CWM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Collaborative Work Management (CWM) (CWM) we have noted them here. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__50} | 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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM) we have noted them here. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__58} | 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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__66} | 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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM) we have noted them here. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__74} | 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 ServiceNow Otto for Collaborative Work Management (CWM) (CWM) we have noted them here. {#dfrn3-servicenowottoforcollaborativeworkmanagementcwmcwm-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * In Zurich Patch 4, some Now Assist are now turned on by default. * Use Google Gemini and Anthropic Claude on AWS as AI model providers for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. * Help increase the efficiency of your teams using the generative AI capabilities of ServiceNow Otto for CWM. See [ServiceNow Otto for CWM](https://www.servicenow.com/docs/access?context=now-assist-for-cwm-landing&family=zurich&ft:locale=en-US) for more information. | [ ]