Combined Now Assist for Sales and Order Management (SOM) release notes for upgrades from Vancouver to Zurich

  • Release version: Yokohama
  • Updated January 30, 2026
  • 6 minutes to read

    • Consolidated page of all release notes for Now Assist for Sales and Order Management (SOM) 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 Sales and Order Management (SOM) 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 Sales and Order Management (SOM) 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 Sales and Order Management (SOM).

    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 11Use agentic workflows
    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

    Zurich
    Zurich Patch 2
    Use agentic workflows
    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 2. 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

    Changes

    Between your current release family and Zurich, some changes were made to existing Now Assist for Sales and Order Management (SOM) 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
    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.

    Removed

    Between your current release family and Zurich, some Now Assist for Sales and Order Management (SOM) 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 Sales and Order Management (SOM) 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 Sales and Order Management (SOM).

    Release Release notes

    Vancouver

    		 No updates for this release.

    Washington DC

    		 No updates for this release.

    Xanadu

    		 No updates for this release.

    Yokohama

    Now Assist features are available with activation of com.sn.now.platform plugin. For more information, see Install Now Assist plugins.

    Zurich

    Now Assist features are available with activation of com.sn.now.platform plugin. For more information, see Install Now Assist plugins.

    Additional requirements

    If any additional requirements were introduced or changed for Now Assist for Sales and Order Management (SOM) 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

    The Now Assist for SOM application requires the Sales Development AI agents.

    Browser requirements

    If any specific browser requirements were introduced or changed for Now Assist for Sales and Order Management (SOM) 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 Sales and Order Management (SOM), 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 Sales and Order Management (SOM) 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 Sales and Order Management (SOM) 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
    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.
    Previous Patch releases
    • Now Assist for Sales and Order Management (SOM) application packages ServiceNow® platform AI capabilities to deliver AI-powered insights and automation to drive faster, smarter sales and order processes.

    See Now Assist for SOM for more information.

    Zurich
    Zurich Patch 5
    • Review changes to Now Assist usage measurement.
    Zurich Patch 2
    • 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 Now Assist for SOM for more information.