--- 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 Retail Service Management (RSM) release notes for upgrades from Xanadu to Zurich # Combined ServiceNow Otto for Retail Service Management (RSM) 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 Retail Service Management (RSM) Release Notes for Upgrades from Xanadu to Zurich This consolidated release note provides ServiceNow customers with essential information on upgrading ServiceNow Otto for Retail Service Management (RSM) from the Xanadu release family through to Zurich. It highlights new features, changes, activation details, and important upgrade tasks to help you prepare and smoothly transition your retail service management environment. Show full answer Show less ## New Features * **Store Inquiry AI Agent (Zurich Patch 4):** An intelligent assistant designed to support retail store support agents in managing and resolving cases more efficiently. It includes capabilities to: * Update case details such as resolution and work notes * Fetch similar past cases for reference * Retrieve metadata for creating selectable links to cases or documents * Access current case details including short descriptions * This AI agent can search multiple knowledge bases to provide clear and traceable responses, flag uncertain cases for human review, improve with each resolved query, and integrate smoothly with headquarters workflows offering tailored suggestions. ## Changes * **Now Assist Usage Measurement (Zurich):** Transition from a 365-day look-back model to a 365-day burn-down model for AI usage tracking. Usage resets at your contract anniversary date, starting with Australia Early Access. This change affects how AI consumption is measured and reported. ## Removed and Deprecated Features No features or functionalities were removed or deprecated between Xanadu and Zurich releases. ## Activation Information * The ServiceNow Otto for RSM plugin activation requires enabling the **com.sn.now.platform** plugin. * ServiceNow Otto for RSM is available through the ServiceNow Store. * Refer to the Install plugins guidance for detailed activation steps. ## Additional Notes * There are no changes to browser requirements, accessibility, localization, or additional requirements across these releases. * Pre- and post-upgrade tasks should be reviewed and completed as needed to ensure a successful upgrade. Consolidated page of all release notes for ServiceNow Otto 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 ServiceNow Otto 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 ServiceNow Otto 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. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM). {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) [Store inquiry AI agent](https://www.servicenow.com/docs/access?context=agentic-workflows-now-assist-retail&family=zurich&ft:locale=en-US) : The store inquiry AI agent is an intelligent assistant designed to support retail store support agents in efficiently managing and resolving cases. New tools or scripts have been added to support store inquiry case management, including: * Updating case details: Modifying the current information about a case, such as adding resolution information or updating work notes. * Fetching similar cases: Retrieving past cases that have similar descriptions to the current case. * Retrieving metadata for selectable links: Gathering information about a source (like a case or document) to create a selectable link to it. * Get case details: Retrieving the current information about a case, such as its short description. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Retail Service Management (RSM) features. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__18} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | 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). | [ ] ## Removed Between your current release family and Zurich, some ServiceNow Otto for Retail Service Management (RSM) features or functionality were removed. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM) features or functionality were deprecated. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM). {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : The ServiceNow Otto for RSM plugin is available with activation of com.sn.now.platform plugin. For more information, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=zurich&ft:locale=en-US). Important: ServiceNow Otto for RSM 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 Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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) * 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. | [ ]