--- 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 Sales Customer Relationship Management for Telecommunications release notes for upgrades from Xanadu to Zurich # Combined ServiceNow Otto for Sales Customer Relationship Management for Telecommunications 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 Sales Customer Relationship Management for Telecommunications Release Notes for Upgrades from Xanadu to Zurich This consolidated release notes document supports ServiceNow customers upgrading ServiceNow Otto for Sales Customer Relationship Management for Telecommunications from the Xanadu through Yokohama to the Zurich release versions. It details new features, changes, deprecations, removal notices, activation instructions, and important upgrade considerations. The notes emphasize preparing for upgrade tasks and highlight that some releases had no updates, ensuring clear visibility of relevant changes. Show full answer Show less ## Key Features * **Image to Task Plan Template AI Agent (Zurich):** Processes uploaded images to extract task dependencies and generates task plan templates, standardizing fulfillment processes. * **Order Enrichment AI Agent (Zurich Patch 4):** Automatically collects customer order information, identifies enrichment needs, creates enrichment tasks, and triggers order fulfillment on completion. * **Order Fulfillment AI Agent (Zurich Patch 4):** Uses historical data and large language models to identify and fulfill domain order tasks, ensuring efficient task decomposition and automation. * **Task Plan Template:** Enables defining tasks and dependencies to orchestrate standardized product fulfillment journeys. * **Move Order Voice AI Agent:** Facilitates automating customer move order capture by collecting essential customer and service details, reducing manual effort. * **Access Control for AI Agents and Agentic Workflows:** Allows configuration of who can discover and trigger AI agents/workflows, including dynamic user or AI user behavior, and public or authenticated user availability. * **Role Configuration:** Additional security roles must be assigned for agentic workflows and AI agents to function correctly post-upgrade. ## Key Changes * **Now Assist Usage Measurement:** Transitioning from a 365-day look-back to a 365-day burn-down model tied to contract anniversary for AI usage tracking. * **Coral Theme:** New default theme for portals and mobile/web experiences with Next Experience or Core UI, offering a modern, brand-neutral interface with an optional dark mode. * **Product Taxonomy Updates:** Names changed to align with updated taxonomy without impacting functionality or existing configurations. For example, "Now Assist for Sales and Order Management for Telecommunications" renamed to "ServiceNow Otto for Sales Customer Relationship Management for Telecommunications." * **Automated Fallout Records:** Fallout records now automatically created from reported order task issues to streamline issue tracking. * **Product Workflow Configuration:** Customers can now configure product workflows using a data-driven catalog subflow, offering an alternative to Flow Designer for greater flexibility. ## Upgrade and Activation Guidance * Pre- and post-upgrade tasks should be reviewed and completed to ensure a smooth transition to Zurich. * Activation of Now Assist features requires the ServiceNow Otto for TMT plugin. * The product is available via the ServiceNow Store, and customers should reference activation instructions specific to their environment. * Role assignments are critical for agentic workflows and AI agents to operate correctly after upgrade. ## Additional Information * No new browser, localization, or accessibility requirements were introduced between Xanadu and Zurich releases. * No features were removed or deprecated in this upgrade cycle. By upgrading to Zurich, ServiceNow customers can leverage enhanced AI-driven automation for sales and order management processes in telecommunications, improved user interfaces, and refined security controls, all designed to streamline operations and improve customer experience without changes to existing configurations. Consolidated page of all release notes for ServiceNow Otto for Sales Customer Relationship Management for Telecommunications 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 Sales Customer Relationship Management for Telecommunications 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 Sales Customer Relationship Management for Telecommunications to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-summary__entry__10} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | [Image to task plan template AI agent](https://www.servicenow.com/docs/access?context=now-assist-task-template-generation-somt&family=zurich&ft:locale=en-US) : Use this agent to process an uploaded image file, extract task dependencies and store them as a task plan template for the given specification. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US)[Order enrichment agent](https://www.servicenow.com/docs/access?context=order-enrichment-agent-somt&family=zurich&ft:locale=en-US) : Use the order enrichment AI agent to collect the customer order information, identify if the order needs enrichment, and create the enrichment tasks. The AI agent creates a task and triggers the order fulfillment AI agent on its completion. [Order fulfillment agent](https://www.servicenow.com/docs/access?context=order-fulfillment-agent-somt&family=zurich&ft:locale=en-US) : Use the order fulfillment agent to identify the tasks for domain orders using historical data from similar orders. After decomposition, the fulfillment AI agent creates and fulfills order tasks by checking the historical and applicable tasks. [Task plan template](https://www.servicenow.com/docs/access?context=somt-flow-action-catalog-task&family=zurich&ft:locale=en-US) : Define tasks and their dependencies using the task plan template to orchestrate the fulfillment journey for a product to standardize fulfillment processes across products. [Move order voice AI agent](https://www.servicenow.com/docs/access?context=now-assist-move-order-somt&family=zurich&ft:locale=en-US) : Use this agent to help you create a move order capture journey by collecting details such as the customer's name, current service location, product offering, and new service address. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=zurich&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. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Sales Customer Relationship Management for Telecommunications features. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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). Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. | [ ] ## Removed Between your current release family and Zurich, some ServiceNow Otto for Sales Customer Relationship Management for Telecommunications features or functionality were removed. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications features or functionality were deprecated. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-summary__entry__42} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | Activation information : Now Assist features are available with activation of the ServiceNow Otto for TMT 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 Sales CRM for Telecommunications 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 Sales Customer Relationship Management for Telecommunications we have noted them here. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications we have noted them here. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications we have noted them here. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-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 Sales Customer Relationship Management for Telecommunications we have noted them here. {#dfrn3-servicenowottoforsalescustomerrelationshipmanagementfortelecommunications-summary__entry__82} | Release | Release notes | |-|-| | Xanadu | No updates for this release. | | Yokohama | No updates for this release. | | Zurich | * Use the task template generation agent to create a task plan template for the given specification based on the uploaded image file. * Now Assist for Sales and Order Management for Telecommunications is now known as ServiceNow Otto for Sales Customer Relationship Management for Telecommunications to align with the updated product taxonomy. There is no change to functionality or existing customer configurations. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Sales and Order Management for Telecommunications (SOMT) is now known as Sales Customer Relationship Management for Telecommunication (Sales CRM for Telecommunications) to align with the updated product taxonomy. There is no change to functionality or existing customer configurations. * 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) * Collects the customer order information, identifies if the order needs enrichment, and creates the enrichment tasks. On closure of the enrichment task, it invokes the order fulfillment agent. * Uses the historic order tasks to create the order tasks. If the historic data doesn't return any results, the large language model (LLM) is used to get the response. * Checks the automation flow and fulfill order tasks. * Additional role configuration required for agentic workflows and AI agents included with your applications. * Automatically create the fallout records based on reported issues in the order task work notes. * Provide customers with the option to configure product workflows using the data-driven catalog subflow as an alternative to Flow Designer, giving more options for implementing product configurations. * Automate the customer move order capture journey to reduce the manual effort. See [ServiceNow Otto for Sales Customer Relationship Management for Telecommunications](https://www.servicenow.com/docs/access?context=somt-now-assist&family=zurich&ft:locale=en-US) for more information. | [ ]