Combined Now Assist for Telecommunications, Media and Technology (TMT) release notes for upgrades from Vancouver to Zurich

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Now Assist for Telecommunications, Media and Technology (TMT) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Vancouver 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 Now Assist for Telecommunications, Media and Technology (TMT) to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
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 Now Assist for Telecommunications, Media and Technology (TMT).

Release

Release notes

Vancouver

No updates for this release.

Washington DC

No updates for this release.

Xanadu

Xanadu Patch 9
Monitor engagement health: Monitor the health score of all engagements, create trend charts, and generate risk signals when a decline is detected.
Analyze risk signals and recommend solutions: Retrieve unaddressed risk signals and identify appropriate success plays based on a back-end decision table.

Xanadu Patch 7

Using Telecommunications, Media, and Technology AI agent collection

Use Now Assist for TMT AI agents to troubleshoot and autonomously resolve customer issues.

Table 1. Available AI agents use case
AI agent use case	Description
Test and repair telecom service issues	Use AI agents to handle task requests that require troubleshooting, diagnosis, and resolution of a case task.

Xanadu Patch 1
Service Problem Case summarization skill: Designed to save agents time by condensing the service problem case record to a short summary.
Resolution notes generation skill: Enable your agents to generate the resolution information for a service problem case, propose the resolution to the customer, and add the information to the service problem case record through the resolution summarization skill.
Test summarization skill: Identify the root cause of a problem diagnosed during the test run by generating a clear and concise root-cause analysis of the service issue through the test summarization skill.
Now Assist Panel: Enable your agents to access Now Assist skills in a panel available on CSM/FSM Configurable Workspace. Now Assist is aware of context, so it can summarize the currently viewed record or conversation, or you can specify a case number.
Now Assist Admin console: Activate and configure capabilities and individual skills on the Now Assist Admin console. For example, you can designate which roles have access to a skill, or whether the skill is available in CSM/FSM Configurable Workspace, the Now Assist panel, or both.
Add conditions to skill availability: Determine when the skills for the case and the resolution notes summarization are available by adding conditions to the fields on the service problem case record.
Restrict skill availability by user role: Specify the roles that can access the case summarization and resolution notes summarization skills.
Minimum text requirement for case summarization: Enable the case summarization skill for cases that have the minimum amount of information in the case activity stream.

Yokohama

Yokohama Patch 11
Address voice quality issues: Collect customer details about the voice quality issue, open a service ticket with RADCOM (https://radcom.com/), and generate a resolution plan.
Risk signals and issues summarization: Generate summary details including the record and associated risk solutions and risk occurrences for risk signal and issues records.

Yokohama Patch 6
Help remediate bill issues: Handle billing inquiry case requests, analyze customer invoices, and recommend better plans based on customer usage patterns.
Analyze network incidents: Identify historic incidents and determine resolution plans. The AI agent also has the capabilities to identify field values, estimate resolution time, and create actionable tasks.
Support renewals and expansion: Streamline customer success management by automatically assessing account health, value realization, and adoption trends. Deliver timely, data-driven insights that guide renewal planning and play recommendations.
Trigger risk mitigation touchpoint: Enable customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. Create and manage meetings based on key details such as invitees, agenda, meeting type, and scheduling preferences.
Success summarization: Generate summary details including overview, current status, and open tasks for success initiatives, internal plays, and customer plays. Enhance Zoom meeting summaries by updating key notes, and enabling sentiment tracking.
Analyze metric data trend: Collect and analyze metric data for engagements, identify patterns, and generate a trend chart.
Service summary generation: Generate a service summary for a product inventory.
Knowledge graph schema generation: Use the Knowledge Graph (KG) to create Knowledge Graph schema.
Customize a summary card for service summary: Customize the summary card of the service summary and UI actions according to your needs.
Register consumers using Agentic AI: Initiate the consumer registration process using agentic AI to receive step-by-step guidance, including error checks during registration and support for resolving those errors.
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.

Yokohama Patch 3
Monitor engagement health: Monitor the health score of all engagements, create trend charts, and generate risk signals when a decline is detected.
Analyze risk signals and recommend solutions: Retrieve unaddressed risk signals and identify appropriate success plays based on a back-end decision table.

Yokohama Patch 1

Using Telecommunications, Media, and Technology AI agent collection

Use Now Assist for TMT AI agents to troubleshoot and autonomously resolve customer issues.

Table 2. Available AI agents agentic workflow
AI agent agentic workflow	Description
Test and repair telecom service issues	Use AI agents to handle task requests that require troubleshooting, diagnosis, and resolution of a case task.

Yokohama Early Availability
Dynamic prompt configuration: Use the Now Assist for Telecommunications, Media and Technology (TMT) application to provide concise, context-driven summaries that are specific to each case. Your agents can ensure that critical case details are captured and can provide personalized and informed resolutions.
Enhanced test summarization: Use AI-generated test summaries that include the metric descriptions and contextual notes from cases. Your agents can focus on high-priority issues and make better informed decisions that enhance the product quality and performance.
Resolution notes generation: Generate resolution notes and then shorten or elaborate the content by using the Now Assist context menu in the resolution notes field of the case form in both the Core UI and Workspace.
Knowledge article generation: Select and gather insights and data from multiple similar cases to create an article by using Now Assist for TMT. Use the Now Assist icon (), which is accessible as an inline capability to create and refine Knowledge articles.
Account onboarding case summarization: Generate a concise account onboarding case summary that enables your agents to get a quick overview of the case details.
Engagement summarization: Generate a high-level summary with a list of the key items about an engagement.
Touchpoint summarization: Generate a quick summary of the various touchpoints in the engagement life cycle. Your agents can get a quick summary of all meetings and emails exchanged between the different stakeholders and any follow-up activities.
Transform mapping assist: While using the for a provider's application, use the Transform Mapping Assist feature to generate transform mappings between provider and consumer tables automatically. This skill enables you to streamline the transformation mapping process by reducing errors and improving overall efficiency.

Zurich

Zurich Patch 4
Address voice quality issues: Collect customer details about the voice quality issue, open a service ticket with RADCOM (https://radcom.com/), and generate a resolution plan.
Risk signals and issues summarization: Generate summary details including the record and associated risk solutions and risk occurrences for risk signal and issues records.

Zurich Patch 1
Help remediate bill issues: Handle billing inquiry case requests, analyze customer invoices, and recommend better plans based on customer usage patterns.
Analyze network incidents: Identify historic incidents and determine resolution plans. The AI agent also has the capabilities to identify field values, estimate resolution time, and create actionable tasks.
Support renewals and expansion: Streamline customer success management by automatically assessing account health, value realization, and adoption trends. Deliver timely, data-driven insights that guide renewal planning and play recommendations.
Trigger risk mitigation touchpoint: Enable customer success agents to optimize meeting schedules within the customer success workflow by creating and managing meetings. Create and manage meetings based on key details such as invitees, agenda, meeting type, and scheduling preferences.
Success summarization: Generate summary details including overview, current status, and open tasks for success initiatives, internal plays, and customer plays. Enhance Zoom meeting summaries by updating key notes, and enabling sentiment tracking.
Analyze metric data trend: Collect and analyze metric data for engagements, identify patterns, and generate a trend chart.
Service summary generation: Generate a service summary for a product inventory.
Knowledge graph schema generation: Use the Knowledge Graph (KG) to create Knowledge Graph schema.
Customize a summary card for service summary: Customize the summary card of the service summary and UI actions according to your needs.
Register consumers using Agentic AI: Initiate the consumer registration process using agentic AI to receive step-by-step guidance, including error checks during registration and support for resolving those errors.
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.

Changes

Between your current release family and Zurich, some changes were made to existing Now Assist for Telecommunications, Media and Technology (TMT) features.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	Yokohama Patch 11 Changes to Now Assist usage measurement 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. Some Now Assist skills are now turned on by default 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.
Zurich	Zurich Patch 5 Changes to Now Assist usage measurement Zurich Patch 4

Removed

Between your current release family and Zurich, some Now Assist for Telecommunications, Media and Technology (TMT) features or functionality were removed.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Now Assist for Telecommunications, Media and Technology (TMT) features or functionality were deprecated.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate Now Assist for Telecommunications, Media and Technology (TMT).


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	Now Assist features are available with activation of the Now Assist for TMT plugin. For more information, see Install Now Assist plugins.
Yokohama	Now Assist features are available with activation of the Now Assist for TMT plugin. For more information, see Install Now Assist plugins.
Zurich	Now Assist features are available with activation of the Now Assist for TMT plugin. For more information, see Install Now Assist plugins.

Additional requirements

If any additional requirements were introduced or changed for Now Assist for Telecommunications, Media and Technology (TMT) we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	The Now Assist for TMT application requires a Proactive Service Experience Workflows Pro Plus or Enterprise Plus license.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Now Assist for Telecommunications, Media and Technology (TMT) we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for Now Assist for Telecommunications, Media and Technology (TMT), such as specific requirements or compliance levels.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Localization information

If there are specific localization considerations for Now Assist for Telecommunications, Media and Technology (TMT) we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for Now Assist for Telecommunications, Media and Technology (TMT) we have noted them here.


Release	Release notes
Vancouver	No updates for this release.
Washington DC	No updates for this release.
Xanadu	Xanadu Patch 9 Monitor engagement health score and provide a trend analysis. Monitor risks on a predefined schedule and provide common resolutions. Xanadu Patch 7: Proactively identify service problems, diagnose, test, and resolve customer issues autonomously using Now Assist for TMT AI agent collection. Summarize service problem cases, generate resolution notes, and create test summaries for service-related issues by using Generative AI. Determine when the skills for the case summarization and the resolution notes generation are available by adding conditions to the fields on the case record. Restrict the availability of the case summarization and resolution notes generation skills by user role. Create a template-driven service problem case summarization based on the case state: new, in progress, or resolved. See Now Assist for Telecommunications, Media and Technology (TMT) for more information.
Yokohama	Yokohama Patch 11 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. Address voice quality issues and validate tickets with RADCOM. Summarize the risk signal and issues records along with respective risk solution and occurrence records. Yokohama Patch 6 Manage and resolve billing inquiry case requests using a team of AI agents. Analyze network incidents, correlate associated cases, and provide resolutions. Summarize Knowledge Graph service details, success initiatives, internal plays, customer plays, and Zoom meeting details. Analyze account health, trigger renewal flows, schedule, and manage touchpoint meetings. Use agentic AI to quickly create consumer registrations. Yokohama Patch 3 Monitor engagement health score and provide a trend analysis. Monitor risks on a predefined schedule and provide common resolutions. Yokohama Patch 1 Proactively identify service problems, diagnose, test, and resolve customer issues autonomously using the Now Assist for TMT AI agent collection. Yokohama Early Availability Summarize onboarding cases, engagements, and touchpoints by using agentic AI. Enhance test summarization with metric descriptions and contextual notes. Consolidate the information from multiple similar cases into a Knowledge article. Dynamically configure prompts for case summarization. Automate transformation mapping between provider and consumer instances in . See Now Assist for Telecommunications, Media and Technology (TMT) for more information.
Zurich	Zurich Patch 5 Review changes to Now Assist usage measurement. Zurich Patch 4 Address voice quality issues and validate tickets with RADCOM. Summarize the risk signal and issues records along with respective risk solution and occurrence records. Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. Zurich Patch 1 Manage and resolve billing inquiry case requests using a team of AI agents. Analyze network incidents, correlate associated cases, and provide resolutions. Summarize Knowledge Graph service details, success initiatives, internal plays, customer plays, and Zoom meeting details. Analyze account health, trigger renewal flows, schedule, and manage touchpoint meetings. Use agentic AI to quickly create consumer registrations. See Now Assist for TMT for more information.