Sales CRM for Telecommunications release notes
Summarize
Summary of Sales CRM for Telecommunications Release Notes
The ServiceNow® Sales CRM for Telecommunications application helps capture, manage, and fulfill product and service orders for enterprise customers. The Australia release introduces enhancements and new features to improve order fulfillment, automate manual tasks, and provide AI-driven capabilities that streamline telecommunications sales processes.
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Key Features
- Task Template Generation Agent (Australia Patch 3): Automatically creates task plan templates based on uploaded image files, extracting task dependencies to standardize fulfillment journeys.
- Order Fallout AI Agent (Australia Patch 1): Automatically generates fallout records from reported issues in order task work notes, improving error tracking and follow-up efficiency.
- Move Order Voice AI Agent: Facilitates the creation of move order capture journeys by collecting key customer and service details via voice interaction.
- Product Workflow Configuration: Offers an alternative to Flow Designer through a data-driven catalog subflow, providing greater flexibility in configuring product workflows.
- ServiceNow AI Platform Tiers: Introduces three AI licensing tiers (Foundation, Advanced, Prime) to empower users with AI insights, productivity boosts, and autonomous AI capabilities based on entitlements.
- Task Plan Templates for Order Fulfillment: Enables defining and orchestrating task dependencies to standardize and automate product fulfillment processes.
- Product Name Alignment: The product name changed from Sales Customer Relationship Management for Telecommunications (SOMT) to Sales CRM for Telecommunications to align with updated taxonomy, without affecting functionality or configurations.
Activation and Related Applications
Sales CRM for Telecommunications is available via the ServiceNow Store. Customers must request installation of the Order Management for telecom, media, and tech application through the store. Related applications that complement this CRM solution include:
- CPQ Configurator: Simplifies configuring and pricing customizable products within sales transactions.
- Pricing Management: Supports setting and optimizing pricing strategies to enable accurate and competitive quotes and orders.
- Sales Agreement Management: Captures terms from quotes for future sales transactions over a specified timeframe.
- Now Assist Suite: Provides AI-driven assistance such as case and chat summarization, resolution notes generation, and enhanced search capabilities to improve productivity and user experience within customer service workflows.
What Customers Can Expect
With these updates, ServiceNow customers in telecommunications can expect more automated, AI-enhanced order management and fulfillment processes that reduce manual effort, increase accuracy, and standardize workflows. The introduction of AI agents and configurable task plan templates supports faster resolution of order issues and smoother customer move processes. Additionally, the new licensing tiers for AI capabilities allow customers to tailor the AI experience to their organizational needs.
The ServiceNow® Sales CRM for Telecommunications application enables you to capture, manage, and fulfill product and service orders from enterprise customers. Sales CRM for Telecommunications was enhanced and updated in the Australia release.
Sales CRM for Telecommunications highlights for the Australia release
- Use the task template generation agent to create a task plan template for the given specification based on the uploaded image file.
- Sales Customer Relationship 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.
- 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 Sales Customer Relationship Management for Telecommunications for more information.
New in the Australia release
- 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.
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets and create your own
Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- Order fallout AI agent
- Automatically create fallout records mapped to existing fallout types for streamlined error tracking and follow-up.
- 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.
Activation information
Install Order Management for telecom, media, and tech by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.