--- 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 Sales Automation release notes for upgrades from Yokohama to Zurich # Combined ServiceNow Otto for Sales Automation 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) 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 Automation Release Notes for Upgrades from Yokohama to Zurich This consolidated guide provides ServiceNow customers with essential information on upgrading ServiceNow Otto for Sales Automation from the Yokohama release family to the Zurich release family. It covers new features, changes, activation steps, and important considerations to help you prepare and execute the upgrade smoothly. Show full answer Show less ## New Features Between Yokohama and Zurich, the key feature introduced is the **Help nurture new leads agentic workflow**. This workflow leverages a team of AI agents to assist sales agents in managing the entire lead lifecycle, either autonomously or with supervision. It enables: * Sending initial outreach and follow-up emails * Retrieving and classifying inbound emails to route them appropriately * Scheduling, rescheduling, or deleting appointments based on sales agent availability * Managing leads who opt out or show disinterest The AI agents involved include Lead Outreach AI Agent, Inbound Email AI Agent, Appointment Management AI Agent, and Lead Disinterest AI Agent. ## Changes Significant changes between Yokohama and Zurich releases include: * **Now Assist usage measurement model update:** The measurement transitioned from a 365-day look-back to a 365-day burn-down model, with usage resetting on the contract anniversary date. This change applies starting from Yokohama Patch 5 and continues in Zurich releases. * **Default activation of some Now Assist skills:** New customers installing Now Assist products have designated skills enabled automatically. Existing customers upgrading from Yokohama Patch 11 have unconfigured skills enabled automatically, while previously configured but disabled skills remain inactive. * **Access Control Lists (ACLs) configuration:** Administrators can configure ACLs in AI Agent Studio to control who can discover and trigger AI agents and workflows, and specify whether they behave as dynamic users or AI users. Availability can be limited to authenticated users or made public. * ServiceNow Otto for Sales Automation was formerly known as Now Assist for Sales and Order Management (SOM) starting from Zurich Patch 7, reflecting updated product taxonomy with no functional or configuration changes. ## Activation Information To activate ServiceNow Otto for Sales Automation features, enable the `com.sn.now.platform` plugin. The product is available through the ServiceNow Store. Ensure to follow detailed activation steps to enable Now Assist capabilities properly. ## Additional Requirements The application requires the Sales Development AI agents to function correctly in both Yokohama and Zurich releases. ## Other Considerations * **No features or functionality were removed or deprecated** between Yokohama and Zurich for this product. * **No updates** were made to browser requirements, accessibility, or localization considerations in these releases. ## Practical Benefits for ServiceNow Customers Upgrading to Zurich enables sales teams to leverage enhanced AI-driven workflows that automate lead nurturing, improve lead management efficiency, and help prioritize sales activities. The improved usage measurement and ACL controls provide better governance and monitoring of AI resource consumption and access. The consistent activation process ensures smooth enablement of intelligent sales automation capabilities. Consolidated page of all release notes for ServiceNow Otto for Sales Automation 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 Sales Automation 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 Sales Automation to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforsalesautomation-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 Sales Automation. {#dfrn3-servicenowottoforsalesautomation-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US)[Use agentic workflows](https://www.servicenow.com/docs/access?context=using-agentic-worklflows-in-lead-management&family=yokohama&ft:locale=en-US) : The Help nurture new leads agentic workflow works with a team of AI agents to assist the sales agents to manage the life cycle of leads, either independently or under supervision.{#dfrn3-servicenowottoforsalesautomation-summary__entry__13} | Workflow name | Description | Available AI agents | |-|-|-| | Help nurture new leads | * Outlines the steps required to engage the lead with the sales agent. * Sends initial outreach and follow-up emails. * Retrieves emails, classifies the intent, and routes it to the right sales agent to take action. * Schedules, reschedules, or deletes the appointments based on sales agent availability. * Manages the leads who want to opt out or uninterested. | * Lead outreach AI agent * Inbound email AI agent * Appointment management AI agent * Lead disinterest AI agent | [Table 1. Available workflows for lead management AI agents for the AI agent collection] | | Zurich | [Use agentic workflows](https://www.servicenow.com/docs/access?context=using-agentic-worklflows-in-lead-management&family=zurich&ft:locale=en-US) : The Help nurture new leads agentic workflow works with a team of AI agents to assist the sales agents to manage the life cycle of leads, either independently or under supervision.{#dfrn3-servicenowottoforsalesautomation-summary__entry__21} | Workflow name | Description | Available AI agents | |-|-|-| | Help nurture new leads | * Outlines the steps required to engage the lead with the sales agent. * Sends initial outreach and follow-up emails. * Retrieves emails, classifies the intent, and routes it to the right sales agent to take action. * Schedules, reschedules, or deletes the appointments based on sales agent availability. * Manages the leads who want to opt out or uninterested. | * Lead outreach AI agent * Inbound email AI agent * Appointment management AI agent * Lead disinterest AI agent | [Table 2. Available workflows for lead management AI agents for the AI agent collection] | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Sales Automation features. {#dfrn3-servicenowottoforsalesautomation-summary__entry__26} | Release | Release notes | |-|-| | Yokohama | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=yokohama&ft:locale=en-US) : Starting with Yokohama Patch 5, Now Assist 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: Now Assist Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Some Now Assist skills are turned on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&family=yokohama&ft:locale=en-US) : The new default behavior works as follows: * New customers: When you install a Now Assist product, designated skills are turned on automatically. * Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive. [Configure ACLs for AI agents and agentic workflows](https://www.servicenow.com/docs/access?context=aia-security-implementation&family=yokohama&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. | | 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 Sales Automation features or functionality were removed. {#dfrn3-servicenowottoforsalesautomation-summary__entry__32} | 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 Sales Automation features or functionality were deprecated. {#dfrn3-servicenowottoforsalesautomation-summary__entry__38} | 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 Sales Automation. {#dfrn3-servicenowottoforsalesautomation-summary__entry__44} | Release | Release notes | |-|-| | Yokohama | Activation information : Now Assist features are available with activation of com.sn.now.platform plugin. For more information, see [Install Now Assist plugins](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=yokohama&ft:locale=en-US). Important: ServiceNow Otto for Sales Automation is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Now Assist features are 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 Sales Automation 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 Automation we have noted them here. {#dfrn3-servicenowottoforsalesautomation-summary__entry__50} | Release | Release notes | |-|-| | Yokohama | Additional requirements : The ServiceNow Otto for Sales Automation application requires the Sales Development AI agents. | | Zurich | Additional requirements : The ServiceNow Otto for Sales Automation application requires the Sales Development AI agents. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for Sales Automation we have noted them here. {#dfrn3-servicenowottoforsalesautomation-summary__entry__56} | 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 Sales Automation, such as specific requirements or compliance levels. {#dfrn3-servicenowottoforsalesautomation-summary__entry__62} | 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 Sales Automation we have noted them here. {#dfrn3-servicenowottoforsalesautomation-summary__entry__68} | 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 Sales Automation we have noted them here. {#dfrn3-servicenowottoforsalesautomation-summary__entry__74} | Release | Release notes | |-|-| | Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * Review changes to Now Assist usage measurement. * Some Now Assist skills, agents, and agentic workflows are on by default. * Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Previous Patch releases * ServiceNow Otto for Sales Automation application packages ServiceNow® platform AI capabilities to deliver AI-powered insights and automation to drive faster, smarter sales and order processes. See [Now Assist for SOM](https://www.servicenow.com/docs/access?context=now-assist-for-sales-and-order-management-som&family=yokohama&ft:locale=en-US) for more information. | | Zurich | [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Now Assist for Sales and Order Management (SOM) is now known as ServiceNow Otto for Sales Automation to align with our 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) * Review changes to Now Assist usage measurement. [Zurich Patch 2](https://www.servicenow.com/docs/access?context=zurich-patch-2&family=zurich&ft:locale=en-US) * Enable sales agents to use the Help nurture new leads agentic workflow to: * Proactively engage with initial leads * Book an appointment/demo to qualify a lead * Identify opt-outs and disinterest for lead disqualification See [Now Assist for SOM](https://www.servicenow.com/docs/access?context=now-assist-for-sales-and-order-management-som&family=zurich&ft:locale=en-US) for more information. | [ ]