ServiceNow Otto for Sales Automation release notes
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.
About ServiceNow Otto for Sales Automation
- 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.
- Review changes to Now Assist usage measurement.
- 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 ServiceNow Otto for Sales Automation for more information.
Activation and other requirements
- Activation information
Now Assist features are available with activation of com.sn.now.platform plugin. For more information, see Install plugins for ServiceNow Otto.
- Additional requirements
The ServiceNow Otto for Sales Automation application requires the Sales Development AI agents.
March 2026
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.
Plugin information
- 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.
January 2026
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.
What's changed
- 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.
October 2025
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.
What's new
- Use agentic workflows in ServiceNow Otto for Sales Automation
- 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