Now Assist for Sales CRM for Telecommunications release notes

  • Release version: Zurich
  • Updated October 24, 2025
  • 4 minutes to read
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    Summary of Now Assist for Sales CRM for Telecommunications Release Notes - Zurich

    The Now Assist for Sales CRM for Telecommunications application, introduced in the Zurich release, enhances telecommunications industry workflows with generative AI capabilities. It delivers improved insights, automated actions, and enriched self-service experiences tailored for sales CRM processes within the telecommunications sector.

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    Key Features

    • Image to Task Plan Template AI Agent: Enables creation of task plan templates by extracting task dependencies from uploaded images, facilitating specification-based task planning.
    • Order Enrichment Agent: Collects customer order information, determines if enrichment is needed, creates related tasks, and triggers the order fulfillment process upon completion.
    • Order Fulfillment Agent: Uses historical order data and large language models to identify and fulfill tasks for domain orders, standardizing fulfillment processes.
    • Task Plan Template-Driven Fulfillment: Defines and orchestrates task dependencies to standardize product fulfillment journeys across offerings.
    • Move Order Voice AI Agent: Automates the customer move order capture process by collecting key information such as customer details and new service locations via voice interaction.
    • Configurable ACLs for AI Agents and Agentic Workflows: Allows precise control over who can discover and trigger AI agents and workflows, with options for dynamic or AI user behavior and public or authenticated user access.
    • Role and Security Configuration: Requires additional role assignments and data access settings for agentic workflows and AI agents to function, ensuring secure and compliant use.
    • UI Enhancements (Zurich Patch 4): Introduction of the Coral theme as the default for new portals and mobile experiences, offering a modern, brand-neutral interface with a dark mode option.

    Important Changes

    • The product name changed from "Now Assist for Sales and Order Management for Telecommunications" to "Now Assist for Sales CRM for Telecommunications" to align with updated taxonomy, with no impact on functionality or existing configurations.
    • Now Assist usage measurement transitioned from a 365-day look-back to a 365-day burn-down model starting with Zurich Patch 5, resetting usage at contract anniversary dates.
    • Automated creation of fallout records based on order task work notes improves issue tracking and resolution.
    • Customers can now configure product workflows using data-driven catalog subflows as an alternative to Flow Designer, offering greater flexibility.
    • Automation of the customer move order capture journey significantly reduces manual effort.

    Activation and Plugin Information

    The application requires activation of the Now Assist for TMT plugin available through the ServiceNow Store. Proper plugin installation and role configurations are essential to enable full functionality of AI agents and agentic workflows.

    Related ServiceNow Features

    • Now Assist: Enhances organizational productivity by delivering AI-driven self-service, recommendations, and improved search capabilities.
    • Now Assist Admin Console: Provides centralized setup, configuration, and monitoring of Now Assist applications.
    • Now Assist Panel: Offers a conversational interface within the CSM Configurable Workspace for summarizing chats, cases, and resolution notes to quickly understand context.
    • Now Assist Skills: Provides AI-driven skills such as case summarization, chat summarization, resolution note generation, and code generation tailored to user workflows.

    This release empowers ServiceNow customers in telecommunications to leverage AI-enhanced automation and intelligent workflows within their sales CRM processes, improving operational efficiency and customer experience.

    The ServiceNow® Now Assist for Sales CRM for Telecommunications application enriches purpose-built industry workflows with generative AI to supercharge insights, actions, and self-service experiences. Now Assist for Sales CRM for Telecommunications is a new application in the Zurich release.

    Now Assist for Sales CRM for Telecommunications highlights for the Zurich release

    • Use the task template generation agent to create a task plan template for the given specification based on the uploaded image file.
    • Now Assist for Sales and Order Management for Telecommunications is now known as Now Assist for Sales CRM for Telecommunications to align with the updated product taxonomy. There is no change to functionality or existing customer configurations.
    Zurich Patch 5
    • Sales and Order Management for Telecommunications (SOMT) is now known as Sales Customer Relationship Management for Telecommunication (Sales CRM for Telecommunications) to align with the updated product taxonomy. There is no change to functionality or existing customer configurations.
    • Review changes to Now Assist usage measurement.
    Zurich Patch 4
    • Collects the customer order information, identifies if the order needs enrichment, and creates the enrichment tasks. On closure of the enrichment task, it invokes the order fulfillment agent.
    • Uses the historic order tasks to create the order tasks. If the historic data doesn't return any results, the large language model (LLM) is used to get the response.
    • Checks the automation flow and fulfill order tasks.
    • Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
    • Automatically create the fallout records based on reported issues in the order task work notes.
    • Provide customers with the option to configure product workflows using the data-driven catalog subflow as an alternative to Flow Designer, giving more options for implementing product configurations.
    • Automate the customer move order capture journey to reduce the manual effort.

    See Now Assist for Sales CRM for Telecommunications for more information.

    Important:
    Now Assist for SOMT is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Now Assist for Sales CRM for Telecommunications features

    Image to task plan template AI agent
    Use this agent to process an uploaded image file, extract task dependencies and store them as a task plan template for the given specification.
    Zurich Patch 4Order enrichment agent
    Use the order enrichment AI agent to collect the customer order information, identify if the order needs enrichment, and create the enrichment tasks. The AI agent creates a task and triggers the order fulfillment AI agent on its completion.
    Order fulfillment agent
    Use the order fulfillment agent to identify the tasks for domain orders using historical data from similar orders. After decomposition, the fulfillment AI agent creates and fulfills order tasks by checking the historical and applicable tasks.
    Task plan templates driven order fulfillment
    Define tasks and their dependencies using the task plan template to orchestrate the fulfillment journey for a product to standardize fulfillment processes across products.
    Move order voice AI agent
    Use this agent to help you create a move order capture journey by collecting details such as the customer’s name, current service location, product offering, and new service address.
    Configure ACLs for AI agents and agentic workflows
    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.
    Role configuration required for agentic workflows and AI agents
    Agentic workflows and AI agents included with Now Assist applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they won't execute. Data access settings must also include these roles. See the documentation for the agentic workflow or AI agent for the specific roles you must add. After the roles are configured, users must have the specified role to invoke the agentic workflow or AI agent.

    UI changes

    Zurich Patch 4
    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.

    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 the Now Assist for TMT plugin. For more information, see Install Now Assist plugins.

    Plugin information

    The Now Assist for Sales CRM for Telecommunications application requires the Now Assist for TMT plugin. For more information about plugin activation, see Install Now Assist plugins.

    Related ServiceNow applications and features

    Now Assist
    Help improve the productivity and efficiency in your organization, deliver better self-service, recommend actions, provide answers, and empower your users to search more effectively.
    Overview tab in Now Assist Admin
    The Now Assist Admin console provides you with quick and effortless access to the important information that you must set up, configure, and monitor Now Assist applications and features.
    Now Assist panel
    Use this conversational interface in the CSM Configurable Workspace to summarize a chat, a case, or resolution notes so that you can get the context of this information more quickly.
    Now Assist skills
    Use the Now Assist products to provide agentic AI skills to meet the needs of users in different workflows, including case or incident summarization, chat summarization, resolution notes generation, and code generation.