--- 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 Customer Engagement Sequences release notes for upgrades from Yokohama to Zurich # Combined Customer Engagement Sequences 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) 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 Customer Engagement Sequences Release Notes for Upgrades from Yokohama to Zurich This document consolidates all release notes related to Customer Engagement Sequences upgrades from Yokohama to Zurich, providing ServiceNow customers with a clear guide on new features, changes, and important upgrade considerations. It is designed to help you prepare effectively for the Zurich upgrade by highlighting enhancements and operational adjustments. Show full answer Show less ## Key Features * **Multi-trigger sequences with decision branches:** Configure sequences to start based on multiple conditions across entities and include decision nodes between stages to determine subsequent workflow paths, eliminating the need for multiple separate sequences. * **Scheduled Call Activity for Telesales:** Automate structured call attempts with delays and outcome-based branching directly from the playbook interface, enabling agents to follow optimized, repeatable telesales workflows. * **Runtime Permissions and Granular Role Framework:** Implement fine-grained access control with defined roles such as sequence admins (full control), writers (manage own sequences), executors (read-only access), and readers (view only). This enhances security and management of sequence records. * **Review and Share Sequences:** Sales operations teams can optimize and distribute high-performing sequences across territories, promoting best practices organization-wide. * **No-code Playbook Interface:** Administrators can configure complex multi-step sequences without developer involvement, simplifying sequence management. * **Predefined Sequence Tasks:** Provide agents with clearly defined, customizable activities that ensure consistent messaging, effective objection handling, and improved engagement, while reducing manual effort and follow-up misses. * **Coral Theme and Dark Mode:** The Zurich release introduces the Coral theme as the default UI for portals and mobile, with brand-neutral illustrations and an optional dark theme to enhance user experience and readability. ## Important Upgrade Information * Before upgrading, review and complete pre- and post-upgrade tasks as outlined in the release notes. * Customer Engagement Sequences is now available through the ServiceNow Store, requiring installation requests via the store portal. ## Accessibility and Localization The Coral theme's dark mode option supports improved readability and reduced eye strain for users. There are no noted updates to localization or additional browser requirements between Yokohama and Zurich releases. ## What You Can Expect Upgrading to Zurich enables you to design more flexible, automated, and personalized customer engagement workflows with enhanced security controls. The no-code interface and predefined tasks streamline sequence creation and execution, improving agent efficiency and customer interactions. Additionally, the refreshed UI with Coral theme and dark mode options enhances the user experience across devices. Consolidated page of all release notes for Customer Engagement Sequences from Yokohama to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer Engagement Sequences 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 Customer Engagement Sequences to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences. {#dfrn3-customerengagementsequences-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | [Multi-trigger sequences with decision branches for stages](https://www.servicenow.com/docs/access?context=define-trigger-conditions&family=zurich&ft:locale=en-US) : Configure the sequences playbook to start based on multiple conditions across entities, eliminating the need for separate sequences for similar workflows. Add a decision node between stages to determine which stage to run next, based on the outcome of the previous stage. [Schedule call activity for telesales workflows](https://www.servicenow.com/docs/access?context=add-schedule-call-activity&family=zurich&ft:locale=en-US) : Design sequences with the new Scheduled call activity to automate structured call attempts, including delays and outcome-based branching, directly from the playbook interface. This helps agents follow a repeatable, optimized process for engaging prospects or customers in telesales workflows. [Runtime permissions and fine-grained access control](https://www.servicenow.com/docs/access?context=configure-runtime-permission-sequence-playbooks&family=zurich&ft:locale=en-US) : Enforce runtime permissions to control access to sequence records such as sequence tasks and steps. [Granular role framework](https://www.servicenow.com/docs/access?context=components-installed-customer-engagement-sequences&family=zurich&ft:locale=en-US) : Assign role-based access for sequence admins, writers, executors, and readers. Sequence admins have full control, writers manage their own sequences, executors (formerly viewers) have read-only access to sequences and sequence task records, and readers view sequence records. For more information, see [Compatibility information](https://www.servicenow.com/docs/access?context=compatibility-matrix-upgrade-info&family=zurich&ft:locale=en-US). [Review sequences](https://www.servicenow.com/docs/access?context=view-sequence-design-time&family=zurich&ft:locale=en-US)View sequences : Enable the sales operations teams to optimize and share the high-performing sequences across territories to promote best practices across the organization. [No-code interface for admins to configure sequences](https://www.servicenow.com/docs/access?context=configuring-customer-engagement-sequences&family=zurich&ft:locale=en-US) : Configuring multi-step sequences that define specific activities using a no-code playbook experience reduces dependency on developers. [Sequence tasks with predefined activities for agents](https://www.servicenow.com/docs/access?context=execute-sequence-steps&family=zurich&ft:locale=en-US) : Predefined activities provide the following advantages to your agents: * Ensure consistent messaging and effective objection handling using clearly defined steps that dynamically adapt to customer responses. * Follow a repeatable, optimized process for engaging prospects or customers. * Avoid communications from sounding generic and improve engagement rates by customizing a prospect's name, company, and other details. * Reduce the chance of missing a follow-up, promoting consistency in outreach and reduction in manual effort. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing Customer Engagement Sequences features. {#dfrn3-customerengagementsequences-summary__entry__14} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | 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 Customer Engagement Sequences features or functionality were removed. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences features or functionality were deprecated. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences. {#dfrn3-customerengagementsequences-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Activation information : Install Customer Engagement Sequences 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: Customer Engagement Sequences 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 Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-summary__entry__44} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Customer Engagement Sequences, such as specific requirements or compliance levels. {#dfrn3-customerengagementsequences-summary__entry__50} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | [ ] ## Localization information If there are specific localization considerations for Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-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 Customer Engagement Sequences we have noted them here. {#dfrn3-customerengagementsequences-summary__entry__62} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | * Design sequences to initiate workflows from multiple record-based events, with outcome-based decision nodes between stages, and runtime permissions. * Control access to various features and capabilities using the new granular roles. * Enable click-to-call for agents by configuring the Schedule Call activity and integrating with platforms such as Amazon Connect. * Automate and personalize customer journeys with a no-code playbook interface and guided task flows. * Drive high-impact telesales scenarios such as product surveys, lead qualification, and proactive engagement campaigns. See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=zurich&ft:locale=en-US) for more information. | [ ]