ServiceNow Otto for Sales Automation release notes
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Summary of ServiceNow Otto for Sales Automation Release Notes (Zurich)
ServiceNow Otto for Sales Automation is a new application introduced in the Zurich release that integrates platform AI capabilities into Sales Customer Relationship Management (CRM). It enhances sales force automation by leveraging AI to assist sales agents in managing leads and sales workflows more effectively. The application is available through the ServiceNow Store and requires activation of specific plugins.
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Key Features
- Agentic Workflows for Lead Management: The Help nurture new leads workflow uses a team of AI agents to engage leads proactively, qualify them by booking appointments or demos, and handle lead disqualification by identifying opt-outs or disinterest. This workflow automates email outreach, intent classification, appointment scheduling, and lead status management.
- AI Agents Included: Lead outreach AI agent, Inbound email AI agent, Appointment management AI agent, and Lead disinterest AI agent collaborate to streamline the lead lifecycle.
- Updated Product Naming: Now Assist for Sales and Order Management (SOM) has been renamed ServiceNow Otto for Sales Automation, aligning with updated product taxonomy without affecting functionality or existing configurations.
- AI Usage Measurement Changes: Usage tracking has shifted to a 365-day burn-down model resetting at the contract anniversary, improving accuracy in monitoring AI consumption.
- Activation and Plugin Requirements: Activation of the
com.sn.now.platformplugin is required to enable Now Assist features. The new pluginsnsomgenaipackages AI capabilities specifically for Sales Force Automation within Sales CRM and requires Sales Development AI agents.
Integration with Related ServiceNow Features
- Now Assist: Enhances productivity by providing AI-driven self-service, action recommendations, and improved search capabilities.
- Now Assist Admin Hub: Offers a centralized console for setting up, configuring, and monitoring Now Assist applications and features.
- Now Assist Panel: Provides a conversational interface in the CSM Configurable Workspace to summarize chats, cases, and resolution notes for quicker context understanding.
- Now Assist Skills: Delivers specific AI skills such as case or incident summarization, chat summarization, resolution notes generation, and code generation tailored to various workflows.
Practical Benefits for ServiceNow Customers
- Automate and streamline sales lead management with AI-driven workflows, reducing manual effort and improving lead qualification accuracy.
- Maintain alignment with ServiceNow product taxonomy and benefit from enhanced AI usage tracking for better contract and consumption management.
- Integrate seamlessly with existing ServiceNow CRM and Now Assist capabilities to boost sales agent productivity and customer engagement.
- Access these capabilities easily through plugin activation and the ServiceNow Store, ensuring smooth deployment and configuration.
The ServiceNow® ServiceNow Otto for Sales Automation application brings platform AI capabilities to Sales Customer Relationship Management. ServiceNow Otto for Sales Automation is a new application in the Zurich release.
ServiceNow Otto for Sales Automation highlights for the Zurich release
Zurich Patch 7
- 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
- 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:
ServiceNow Otto for Sales Automation 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 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.
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:
ServiceNow Otto for Sales Automation (sn_som_gen_ai): Packages AI capabilities for Sales Force Automation features in Sales CRM.
Additional requirements
The ServiceNow Otto for Sales Automation application requires the Sales Development AI agents.