--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined Advanced Work Assignment release notes for upgrades from Yokohama to Zurich # Combined Advanced Work Assignment release notes for upgrades from Yokohama to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Advanced Work Assignment release notes for upgrades from Yokohama to Zurich This document consolidates all release notes related to Advanced Work Assignment (AWA) across ServiceNow releases from Yokohama to Zurich. It is designed to help you prepare for upgrading your instance by summarizing new features, changes, deprecations, removals, activation steps, and other relevant considerations. The notes clarify where no updates have occurred to ensure focus on meaningful changes. Show full answer Show less ## New features * **Yokohama release:** Introduced the ability to run AWA assignments on different nodes or cadences tailored per service channel. This improves application performance and resilience by distributing workloads appropriately. * Agents can now be enabled to provide wrap-up codes or notes for interactions or segments they participated in, enhancing post-call data capture and analysis. * **Zurich release:** No new features were added for AWA. ## Changes, Removals, and Deprecations * No changes, removals, or deprecations were introduced for Advanced Work Assignment in either Yokohama or Zurich. ## Activation information * Advanced Work Assignment is an AI Platform feature activated through the Glide Advanced Work Assignment plugin (com.glide.awa). * To use External Routing functionality, the External Routing Support plugin (com.glide.awa-external) must also be activated. * There are no updates to activation procedures in the Zurich release. ## Additional requirements and Browser support * No new additional requirements were introduced between Yokohama and Zurich. * AWA does not support mobile devices, Internet Explorer, or the legacy Microsoft Edge browser. * Supported browsers include Microsoft Edge based on Chromium and other browsers listed in ServiceNow's browser support documentation. ## Accessibility, Localization, and Highlights * No updates were made regarding accessibility compliance or localization between Yokohama and Zurich. * Key highlights reinforce the Yokohama enhancements: running assignments on different nodes or cadences per service channel and enabling agent wrap-up codes or notes to improve performance and data quality. ## What this means for your upgrade When upgrading your ServiceNow instance from Yokohama to Zurich, expect no changes to Advanced Work Assignment functionality or activation steps. Focus on leveraging Yokohama's improvements for service channel-specific assignment processing and enhanced agent wrap-up capabilities to optimize workload management and interaction tracking. Ensure your environment meets browser compatibility guidelines to maintain full feature access and performance. Consolidated page of all release notes for Advanced Work Assignment from Yokohama to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Advanced Work Assignment release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama 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 Advanced Work Assignment to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-advancedworkassignment-summary__entry__2} | Release | Release notes | |-|-| | 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 Advanced Work Assignment. {#dfrn3-advancedworkassignment-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | [Service channels](https://www.servicenow.com/docs/access?context=awa-service-channels&family=yokohama&ft:locale=en-US) : Run AWA assignments on different nodes or cadences for different service channels to improve performance and resilience. [Use](https://www.servicenow.com/docs/access?context=using-awa&family=yokohama&ft:locale=en-US) : Enable agents with the ability to provide wrap-up codes or notes for interactions or segments that the agent was involved in. | | Zurich | No updates for this release. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Advanced Work Assignment features. {#dfrn3-advancedworkassignment-summary__entry__14} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Removed Between your current release family and Zurich, some Advanced Work Assignment features or functionality were removed. {#dfrn3-advancedworkassignment-summary__entry__20} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some Advanced Work Assignment features or functionality were deprecated. {#dfrn3-advancedworkassignment-summary__entry__26} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate Advanced Work Assignment. {#dfrn3-advancedworkassignment-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | Activation information : Advanced Work Assignment is a ServiceNow AI Platform feature that is available with activation of the Glide Advanced Work Assignment plugin (com.glide.awa). For details, see [Activate Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-activate&family=yokohama&ft:locale=en-US). To use the External routing functionality on your instance, you must activate the External Routing Support plugin (com.glide.awa-external). | | Zurich | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__38} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__44} | Release | Release notes | |-|-| | Yokohama | Browser requirements : Advanced Work Assignment doesn't support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers that are listed in Browser support. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Advanced Work Assignment, such as specific requirements or compliance levels. {#dfrn3-advancedworkassignment-summary__entry__50} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__56} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Advanced Work Assignment we have noted them here. {#dfrn3-advancedworkassignment-summary__entry__62} | Release | Release notes | |-|-| | Yokohama | * Run assignments on different nodes or cadences for different service channels to improve the AWA application's performance and resilience. * Provide wrap-up codes or notes for interactions or segments that the agent is involved in at the end of a call. See [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&family=yokohama&ft:locale=en-US) for more information. | | Zurich | No updates for this release. | [ ]