--- sourceDocument: Zurich Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/zurich/release-notes Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Release Notes ft:clusterId : - rn bundleId : - rn --- # ServiceNow Otto for Workplace Service Delivery (WSD) release notes # ServiceNow Otto for Workplace Service Delivery (WSD) release notes {#ariaid-title1} Release version: Zurich Updated April 16, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read The ServiceNow® ServiceNow Otto for Workplace Service Delivery (WSD) application enables workplace agents to summarize case information, generate resolution notes, and summarize the chat information for an interaction. Your workplace agents can review the chat and case context to propose resolutions quickly to your customers. ServiceNow Otto for WSD was enhanced and updated in the Zurich release. ## About ServiceNow Otto for Workplace Service Delivery (WSD) {#wsd-na-rn__wsd-na-rn-highlights} Zurich Patch 12 * ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Workplace Service Delivery (WSD). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. {#wsd-na-rn__ul_am2_zsb_zjc} [Zurich Patch 7](https://servicenow-prod.fluidtopics.net/ai11xBL9BGVSGxoM1Poc4g "The Zurich Patch 7 release contains important problem fixes."): Summarize workplace cases by using ServiceNow Otto for WSD. {#wsd-na-rn__wsd-na-rn-highlights-2} [Zurich Patch 5](https://servicenow-prod.fluidtopics.net/EUKjGiGPGAI0Y2J3e0OXkQ "The Zurich Patch 5 release contains important problem fixes."): Review changes to Now Assist usage measurement. {#wsd-na-rn__wsd-na-rn-highlights-3} [Zurich Patch 1](https://servicenow-prod.fluidtopics.net/ryznRs456gpDAGVQsRzm4g "The Zurich Patch 1 release contains important problem fixes.") * Help map admins configure the map during bulk updates to Indoor Mapping using the automate map updates agentic workflow. * Optimize a maintenance case based on the space utilization rate of the location where a maintenance case is created using the optimize cleaning activities agentic workflow. {#wsd-na-rn__ul_p3x_sh5_ngc} See [ServiceNow Otto for Workplace Service Delivery (WSD)](https://www.servicenow.com/docs/access?context=now-assist-wsd-landing&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) for more information.{#wsd-na-rn__wsd-na-rn-highlights-5} ## Activation and other requirements Important: ServiceNow Otto for WSD is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. Activation information : Install ServiceNow Otto for Workplace Service Delivery (WSD) by requesting it from ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#wsd-na-rn__wsd-na-rn-activation-1} ## August 2026 {#ariaid-title2} The ServiceNow® ServiceNow Otto for Workplace Service Delivery (WSD) application enables workplace agents to summarize case information, generate resolution notes, and summarize the chat information for an interaction. Your workplace agents can review the chat and case context to propose resolutions quickly to your customers. ServiceNow Otto for WSD was enhanced and updated in the Zurich release. ### What's changed {#wsd-na-rn-2026-08__wsd-na-rn-changed-features} [Now Assist \> ServiceNow Otto announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US) : Now Assist introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. {#wsd-na-rn-2026-08__wsd-na-rn-changed-features-1} ## March 2026 {#ariaid-title3} The ServiceNow® ServiceNow Otto for Workplace Service Delivery (WSD) application enables workplace agents to summarize case information, generate resolution notes, and summarize the chat information for an interaction. Your workplace agents can review the chat and case context to propose resolutions quickly to your customers. ServiceNow Otto for WSD was enhanced and updated in the Zurich release. ### What's new {#wsd-na-rn-2026-03__wsd-na-rn-new-features} [Summarize a workplace case using ServiceNow Otto for WSD](https://www.servicenow.com/docs/access?context=summarize-workplace-case&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : Use the case summarization skill to summarize the case context and take appropriate action. {#wsd-na-rn-2026-03__wsd-na-rn-new-features-1} ## January 2026 {#ariaid-title4} The ServiceNow® ServiceNow Otto for Workplace Service Delivery (WSD) application enables workplace agents to summarize case information, generate resolution notes, and summarize the chat information for an interaction. Your workplace agents can review the chat and case context to propose resolutions quickly to your customers. ServiceNow Otto for WSD was enhanced and updated in the Zurich release. ### What's changed {#wsd-na-rn-2026-01__wsd-na-rn-changed-features} [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) : 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](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). {#wsd-na-rn-2026-01__wsd-na-rn-changed-features-1} ## Zurich General Availability {#ariaid-title5} The ServiceNow® ServiceNow Otto for Workplace Service Delivery (WSD) application enables workplace agents to summarize case information, generate resolution notes, and summarize the chat information for an interaction. Your workplace agents can review the chat and case context to propose resolutions quickly to your customers. ServiceNow Otto for WSD was enhanced and updated in the Zurich release. ### What's new {#wsd-na-rn-2025-09__wsd-na-rn-new-features} [Optimize cleaning activities agentic workflow](https://www.servicenow.com/docs/access?context=optimize-cleaning-activities-agent&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : Use the optimize cleaning activities agentic workflow to manage cleaning and maintenance schedules of a maintenance case based on the space utilization rate of the location where a maintenance case is created. [Automate map updates agentic workflow](https://www.servicenow.com/docs/access?context=automate-map-updates-agent-ai&version=zurich&pubname=zurich-employee-service-management&ft:locale=en-US) : Use the automate map updates agentic workflow to configure the map during bulk updates to Indoor Mapping. The map admin gent autonomously retrieves the sources for the CAD file and resumes the import task. If the correct source isn't found, the agent moves the task to the Waiting user input state. {#wsd-na-rn-2025-09__wsd-na-rn-new-features-1}