--- 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 ServiceNow Otto for Retail Service Management (RSM) release notes for upgrades from Yokohama to Zurich # Combined ServiceNow Otto for Retail Service Management (RSM) 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 ServiceNow Otto for Retail Service Management (RSM) Release Notes for Upgrades from Yokohama to Zurich This consolidated release notes document covers updates for ServiceNow Otto for Retail Service Management (RSM) from the Yokohama release through to Zurich. It is designed to help ServiceNow customers prepare for upgrades by summarizing new features, changes, activation details, and other important information relevant to this upgrade path. Show full answer Show less ## New Features The key new feature introduced in the Zurich release is the **Store Inquiry AI Agent**, which assists retail store support agents in managing and resolving support cases more efficiently. This AI agent enables: * Updating case details such as resolution information and work notes. * Fetching similar past cases to aid resolution. * Retrieving metadata to create selectable links to relevant cases or documents. * Accessing current case details including short descriptions. Additionally, the Store Inquiry AI agent supports searching multiple knowledge sources to generate clear, traceable responses and flags uncertain cases for human review. It improves with each resolved query and integrates smoothly with headquarters workflows by providing tailored suggestions. ## Changes Zurich Patch 5 introduced an update to the Now Assist usage measurement model. The AI usage tracking is transitioning from a 365-day look-back to a 365-day burn-down model, resetting usage annually on the contract anniversary date. This change is currently in Australia Early Access and is detailed further in ServiceNow knowledge base article KB2704710. ## Removed and Deprecated Features There were no removals or deprecations of features related to ServiceNow Otto for RSM between Yokohama and Zurich releases. ## Activation Information To activate ServiceNow Otto for Retail Service Management, customers need to enable the `com.sn.now.platform` plugin. The Otto for RSM plugin is available through the ServiceNow Store, simplifying the activation process. Customers should consult the plugin installation documentation for detailed steps. ## Additional Notes * No updates or changes were made to browser requirements, accessibility, localization, or highlight information from Yokohama to Zurich. * Pre- and post-upgrade tasks should be reviewed prior to upgrading to Zurich to ensure a smooth transition. ## What This Means for ServiceNow Customers Upgrading to the Zurich release enhances retail support capabilities through AI-driven case handling, reducing manual effort and improving response quality. The updated usage measurement model offers clearer tracking of AI consumption for better contract management. Activation is straightforward via the ServiceNow Store and standard plugin installation processes. Customers can expect improved operational efficiency and smarter support workflows tailored to retail environments. Consolidated page of all release notes for ServiceNow Otto for Retail Service Management (RSM) from Yokohama 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 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 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 | |-|-| | 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__8} | Release | Release notes | |-|-| | 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__14} | Release | Release notes | |-|-| | 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__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 ServiceNow Otto for Retail Service Management (RSM) features or functionality were deprecated. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM). {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__32} | Release | Release notes | |-|-| | 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__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 ServiceNow Otto for Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-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 ServiceNow Otto for Retail Service Management (RSM) we have noted them here. {#dfrn3-servicenowottoforretailservicemanagementrsm-summary__entry__62} | Release | Release notes | |-|-| | 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. | [ ]