Now Assist for Sales Force Automation (SFA) release notes
The ServiceNow® Now Assist for Sales Force Automation (SFA) application brings platform AI capabilities to Sales Customer Relationship Management. Now Assist for SFA is a new application in the Zurich release.
Now Assist for SFA highlights for the Zurich release
Zurich Patch 7
- Now Assist for Sales and Order Management (SOM) is now known as Now Assist for Sales Force Automation (SFA) to align with our updated product taxonomy. There is no change to functionality or existing customer configurations.
Zurich Patch 5
- Review changes to Now Assist usage measurement.
Zurich Patch 2
- 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 Sales Force Automation (SFA) for more information.
Important:
Now Assist for SFA is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Zurich release
- Zurich Patch 2
- Use agentic workflows in Now Assist for Sales Force Automation (SFA)
- 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.
Table 1. Available workflows for lead management AI agents for the AI agent collection 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
Changed in this release
- Zurich Patch 5
- Changes to Now Assist usage measurement
- Starting with Zurich 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.
Activation information
Now Assist features are available with activation of com.sn.now.platform plugin. For more information, see Install Now Assist plugins.
Plugin information
Zurich Patch 2
- New plugins
-
The following plugin is new in Zurich:
Now Assist for SFA (sn_som_gen_ai): Packages AI capabilities for Sales Force Automation features in Sales CRM.
Additional requirements
The Now Assist for SFA application requires the Sales Development AI agents.