--- 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 Field Service Management (FSM) release notes for upgrades from Xanadu to Zurich # Combined ServiceNow Otto for Field Service Management (FSM) 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) 4 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 Field Service Management (FSM) Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document provides ServiceNow customers with a comprehensive view of all updates, new features, changes, removals, deprecations, activation details, requirements, and highlights for ServiceNow Otto for Field Service Management (FSM) from the Xanadu release through to the Zurich release. It is designed to assist customers in preparing for upgrades by summarizing essential information across multiple release versions in one place. Show full answer Show less ## Key Features * **Generative AI Enhancements:** Starting in Xanadu Patch 1 and Patch 3, customers can generate knowledge articles from work order tasks, enabling faster resolution of known issues by agents. The Now Assist context menu allows rewriting and summarizing knowledge articles using generative AI. * **Multilingual Support:** Introduced in Xanadu Patch 3, Now Assist supports the generation of knowledge articles in multiple languages for FSM skills, improving accessibility and usability in diverse environments. * **Sidebar Summarization:** Sidebar discussions can be summarized using generative AI both in the platform and the Mobile Agent application, enhancing information consumption efficiency. * **Virtual Assistant Access:** From Yokohama Patch 3 onwards, field service technicians can access a virtual assistant via the mobile app for summarizing work order tasks and conversational search within the Now Assist panel leveraging Knowledge Base articles. * **AI Model Providers:** Yokohama Patch 6 expands AI model options for Now Assist skills and agents by adding Google Gemini and Anthropic Claude on AWS alongside existing models such as Now LLM Service and Azure OpenAI. * **Skill Customization:** Customers can clone, customize, and edit prompts for Now Assist skills using the Now Assist skill kit introduced in Yokohama releases. ## Upgrade and Activation Information * Before upgrading to Zurich, customers should review and complete pre- and post-upgrade tasks as specified. * Activation of Now Assist features requires enabling the ServiceNow Otto for FSM plugin, applicable since the Xanadu release. * ServiceNow Otto for FSM is available through the ServiceNow Store. ## Additional Requirements The ServiceNow Otto for FSM application requires the Field Service Management product across all releases from Xanadu through Yokohama. ## Changes, Removals, Deprecations, Browser, Accessibility, and Localization No notable changes, feature removals, deprecations, browser requirements, accessibility updates, or localization modifications were introduced between Xanadu and Zurich releases. ## Highlights * Generative AI capabilities significantly enhance knowledge article creation and task summarization, streamlining agent workflows. * Now Assist usage measurement and default enablement of certain AI skills and workflows were refined in Yokohama Patch 11, with additional role configurations required. * Mobile support for virtual assistants and conversational search improves field technician productivity. This release notes consolidation equips ServiceNow FSM customers with a clear understanding of the evolution and capabilities of ServiceNow Otto for FSM, enabling effective upgrade planning and leveraging AI-powered features to enhance field service operations. Consolidated page of all release notes for ServiceNow Otto for Field Service Management (FSM) 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 Field Service Management (FSM) 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 Field Service Management (FSM) to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforfieldservicemanagementfsm-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 Field Service Management (FSM). {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | **[Xanadu Patch 3](https://www.servicenow.com/docs/access?context=xanadu-patch-3&family=xanadu&ft:locale=en-US)** Now Assist context menu for KB creation : Use the enhanced Now Assist context menu to rewrite knowledge articles with generative AI. Opt to shorten or expand upon the existing content within articles. [Multilingual support for Now Assist for FSM skills](https://www.servicenow.com/docs/access?context=na-fsm-supporting-info&family=xanadu&ft:locale=en-US) : Generate knowledge articles in multiple languages for work order tasks using the new multilingual support in ServiceNow Otto for FSM skills. **[Xanadu Patch 1](https://www.servicenow.com/docs/access?context=xanadu-patch-1&family=xanadu&ft:locale=en-US)** [KB Generation](https://www.servicenow.com/docs/access?context=na-fsm-generate-kb-article&family=xanadu&ft:locale=en-US) : Generate knowledge articles from work order tasks so agents can resolve known issues faster. [Sidebar summarization](https://www.servicenow.com/docs/access?context=na-fsm-summarize-sidebar-platform&family=xanadu&ft:locale=en-US) : Summarize Sidebar discussions from the platform and the Mobile Agent application. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Field Service Management (FSM) features. {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Removed Between your current release family and Zurich, some ServiceNow Otto for Field Service Management (FSM) features or functionality were removed. {#dfrn3-servicenowottoforfieldservicemanagementfsm-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 Field Service Management (FSM) features or functionality were deprecated. {#dfrn3-servicenowottoforfieldservicemanagementfsm-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 Field Service Management (FSM). {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see [Install Now Assist plugins](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=xanadu&ft:locale=en-US). | | Yokohama | Activation information : Now Assist features are available with activation of the ServiceNow Otto for FSM plugin. For more information, see [Install Now Assist plugins](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=yokohama&ft:locale=en-US). Important: ServiceNow Otto for Field Service Management (FSM) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Field Service Management (FSM) we have noted them here. {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__50} | Release | Release notes | |-|-| | Xanadu | The ServiceNow Otto for FSM application requires Field Service Management. | | Yokohama | Additional requirements : The ServiceNow Otto for FSM application requires Field Service Management. | | Zurich | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for Field Service Management (FSM) we have noted them here. {#dfrn3-servicenowottoforfieldservicemanagementfsm-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 Field Service Management (FSM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforfieldservicemanagementfsm-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 Field Service Management (FSM) we have noted them here. {#dfrn3-servicenowottoforfieldservicemanagementfsm-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 Field Service Management (FSM) we have noted them here. {#dfrn3-servicenowottoforfieldservicemanagementfsm-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | * Create knowledge articles from work order task information using generative AI. * Summarize Sidebar discussions using generative AI. See ServiceNow Otto for Field Service Management (FSM) for more information. | | Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * 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. 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. * Clone and customize skills. * Edit prompts using the Now Assist skill kit. Yokohama Patch 3 * Enable Field Service technicians to access a virtual assistant from the mobile application with Now Assist in Virtual Agent. * Use Now Assist in Virtual Agent for mobile to summarize work order tasks. * Explore conversational search in the Now Assist panel with results from Knowledge Base articles. See ServiceNow Otto for Field Service Management (FSM) for more information. | | Zurich | No updates for this release. | [ ]