Combined Customer Success Management release notes for upgrades from Australia to Brazil

---
title: Combined Customer Success Management release notes for upgrades from Australia to Brazil
description: Consolidated page of all release notes for Customer Success Management from Australia to Brazil.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/delta-australia-brazil/brazil-australia-customersuccessmanagement-release-notes.html
release: brazil
topic_type: reference
last_updated: "2026-11-06"
reading_time_minutes: 7
breadcrumb: [Products combined by family]
---

# Combined Customer Success Management release notes for upgrades from Australia to Brazil

Consolidated page of all release notes for Customer Success Management from Australia to Brazil.

## How to use this page

To help you prepare for your upgrade, we have combined the cross-family Customer Success Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Australia to Brazil.

**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 Customer Success Management to Brazil

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

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr><tr><td>

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## New features

Between your current release family and Brazil, new features were introduced for Customer Success Management.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Australia

</td><td>

-   **[Product adoption roadmap versioning](https://www.servicenow.com/docs/access?context=account-lifecycle-par-versioning&family=australia&ft:locale=en-US)**

Track the history of published roadmap states and restore an earlier version as needed. Publishing a roadmap creates a version record with a complete snapshot of the lanes and items. You can revert to any previous version without losing the roadmap.


 -   **[Customer Discovery Hub](https://www.servicenow.com/docs/access?context=account-lifecycle-customer-discovery-hub&family=australia&ft:locale=en-US)**

Customer Discovery Hub provides a structured way to capture and preserve customer business context from pre-sales through the post-sale handoff. Sales teams document business needs, challenges, expectations, and use cases that automatically carry forward to engagement records. This gives customer success managers immediate insight into customer objectives and success criteria.


 -   **[Adaptive desktop actions](https://www.servicenow.com/docs/access?context=now-assist-adaptive-desktop-actions&family=australia&ft:locale=en-US)**

Use adaptive desktop actions in Customer Success Management to test prompt-driven models on your workflows.


 -   **[ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US)**

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 license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.


 -   **[Squad resource identifier](https://www.servicenow.com/docs/access?context=now-assist-squad-resource-identifier&family=australia&ft:locale=en-US)**

Recommend internal experts based on engagement context, skill set, region, and real-time availability. Assist customer success teams to quickly identify and connect with the right individuals to support success plays, initiatives, or critical escalations. This helps to promote faster and more effective collaboration across engagements.

-   **[Product release email communication](https://www.servicenow.com/docs/access?context=now-assist-product-release-email-communication&family=australia&ft:locale=en-US)**

Automatically draft, refine, and publish release announcement emails. It identifies the right stakeholders, helps to ensure consistent messaging, and streamlines distribution.

-   **[Recommend risk signal solutions](https://www.servicenow.com/docs/access?context=now-assist-tmt-resolve-risk&family=australia&ft:locale=en-US)**

Monitor solution records linked to risk signals and automatically sync updates back to the original risk signal record. Notify customer success managers with a summarized status, and prompt them to close resolved risks.

-   **[Generate product adoption roadmaps using Now Assist](https://www.servicenow.com/docs/access?context=now-assist-tmt-generate-par-roadmap&family=australia&ft:locale=en-US)**

Use generative AI to create product adoption roadmaps by analyzing customer characteristics, identifying similar products, and matching customer goals. Provide contract-level insights to support more effective renewal conversations and expansion opportunities.

-   **[Support renewals and expansion](https://www.servicenow.com/docs/access?context=now-assist-tmt-renewal-analyzer&family=australia&ft:locale=en-US)**

Analyze renewal readiness automatically by evaluating health scores, product usage, and value achievement metrics using the Renewal Insight Engine.

-   **[Product adoption roadmap](https://www.servicenow.com/docs/access?context=account-lifecycle-par-roadmap&family=australia&ft:locale=en-US)**

Enable customer success managers to create structured roadmaps that can guide customers through adoption of purchased products based on business value and current adoption scores. The planner supports two planning levels—Product \(strategic\) and Capabilities \(tactical\)—with sequencing to establish clear adoption pathways.


</td></tr><tr><td>

Brazil

</td><td>

-   **[Meeting agenda items and next steps](https://www.servicenow.com/docs/access?context=account-lifecycle-meeting-scheduler-plus&family=brazil&ft:locale=en-US)**

Capture structured meeting agendas and follow-ups instead of relying on a single freeform text field. Record each agenda topic as a Meeting Agenda Item with a state \(Planned, Discussed, or Deferred\), allotted time, presenter, and decision. Capture unresolved follow-ups from a meeting as Meeting Next Steps, and later triage each one by converting it to an action item or dropping it.

-   **[Engagement onboarding links](https://www.servicenow.com/docs/access?context=account-lifecycle-engage-onb-links&family=brazil&ft:locale=en-US)**

Associate a single engagement with multiple onboarding cases directly in the platform, without manual workarounds. A new many-to-many relationship connects engagements to onboarding cases. The **Applicable Onboarding Cases** related list appears on the Engagement record, and the **Applicable Engagements** related list appears on the Onboarding Case record.


 -   **[Touchpoint meetings](https://www.servicenow.com/docs/access?context=account-lifecycle-meeting-page&family=brazil&ft:locale=en-US)**

Automate the generation, updating, and enrichment of conversation briefs by integrating meeting transcripts, emails, and notes. Identify key discussion topics, risks, issues, and action items.

-   **[AI recommended success plays](https://www.servicenow.com/docs/access?context=account-lifecycle-360-view-reco-actions&family=brazil&ft:locale=en-US)**

Guide customer success managers by recommending AI-generated success plays for users in neutral or positive states. Examples include sustained adoption, high CSAT or NPS scores, or value realization milestones.

-   **[AI powered executive briefings](https://www.servicenow.com/docs/access?context=account-lifecycle-exec-insight-gen&family=brazil&ft:locale=en-US)**
    -   Monitor individual engagement health from the Engagement Record Page with a daily AI-generated summary. The summary synthesizes risk, declining metrics, opportunities, team activity changes, and upcoming changes into a prioritized, digestible brief.
    -   Review recent account activity from the Account 360 Overview tab with a daily AI-generated account briefing.
    -   Track prioritized activities across accounts from the Executive Portfolio dashboard with an AI-generated portfolio briefing.
-   **[Technology Account 360](https://www.servicenow.com/docs/access?context=technology-account-360&family=brazil&ft:locale=en-US)**

Use the Technology Account 360 to get a unified view of customer or partner account details combining account health, financial, product usage, and open tasks.


</td></tr></tbody>
</table>## Changes

Between your current release family and Brazil, some changes were made to existing Customer Success Management features.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Australia

</td><td>

-   **[Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=australia&ft:locale=en-US)**

The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.


 -   **[Touchpoint home page](https://www.servicenow.com/docs/access?context=account-lifecycle-touchpoint-home&family=australia&ft:locale=en-US)**

Internal touchpoints ensure that the internal teams are aligned on the objectives and outcomes of the engagement.


</td></tr><tr><td>

Brazil

</td><td>

-   **[Meeting page](https://www.servicenow.com/docs/access?context=account-lifecycle-meeting-page&family=brazil&ft:locale=en-US)**

The prep brief now uses real meeting data for its AI-generated summary, fixing issues that caused fabricated citations and inaccurate sentiment claims.


</td></tr></tbody>
</table>## Removed

Between your current release family and Brazil, some Customer Success Management features or functionality were removed.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr><tr><td>

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Deprecations

Between your current release family and Brazil, some Customer Success Management features or functionality were deprecated.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr><tr><td>

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Activation information

Review information on how to activate Customer Success Management.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Australia

</td><td>

-   **Activation information**

Install Customer Success Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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/access?context=sn-store-release-notes&family=australia&ft:locale=en-US).


**Important:** Customer Success Management is available in the ServiceNow Store. For details, see the Activation information section of these release notes.

</td></tr><tr><td>

Brazil

</td><td>

-   **Activation information**

Install Customer Success Management by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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/access?context=sn-store-release-notes&family=brazil&ft:locale=en-US).


</td></tr></tbody>
</table>## Additional requirements

If any additional requirements were introduced or changed for Customer Success Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr><tr><td>

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Browser requirements

If any specific browser requirements were introduced or changed for Customer Success Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr><tr><td>

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Accessibility information

Review details on accessibility information for Customer Success Management, such as specific requirements or compliance levels.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr><tr><td>

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Localization information

If there are specific localization considerations for Customer Success Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Australia

</td><td>

No updates for this release.

</td></tr><tr><td>

Brazil

</td><td>

No updates for this release.

</td></tr></tbody>
</table>## Highlight information

If there are specific highlight considerations for Customer Success Management we have noted them here.

<table class="custom-rows"><thead><tr><th class="filter">

Release

</th><th>

Release notes

</th></tr></thead><tbody><tr><td>

Australia

</td><td>

[Australia Patch 5](https://www.servicenow.com/docs/access?context=australia-patch-5&family=australia&ft:locale=en-US)

-   Starting with 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 Telecommunications, Media, and Technology \(TMT\). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.

 [Australia Patch 4](https://www.servicenow.com/docs/access?context=australia-patch-4&family=australia&ft:locale=en-US)

-   Capture and preserve customer business context from pre-sales through post-sale handoff with Customer Discovery Hub.

 [Australia Patch 3](https://www.servicenow.com/docs/access?context=australia-patch-3&family=australia&ft:locale=en-US)

-   Describes what task you want to accomplish on web at a high level in the tool configuration.

 **Australia Early Availability**

-   Automatically draft, refine, and publish release announcement emails to the multiple customers regarding the product changes and features adoption.
-   Identify and match internal experts to customer needs based on engagement context, skills, region, and real-time availability.
-   Automatically monitor solution progress and sync real-time updates with the risk signals and solution synchronization agent.
-   Generate customized product adoption roadmaps by analyzing customer characteristics, goals, and similar product adoption patterns.
-   Provide increased expansion and advocacy opportunities.

 See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=australia&ft:locale=en-US) for more information.

</td></tr><tr><td>

Brazil

</td><td>

-   Capture meeting agenda items and follow-up next steps as structured records instead of freeform text.
-   Associate a single engagement with multiple onboarding cases.

 See [Account Lifecycle Events](https://www.servicenow.com/docs/access?context=account-lifecycle-events-landing&family=brazil&ft:locale=en-US) for more information.

</td></tr></tbody>
</table>**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/delta-australia-brazil/rn-combined-intro.md)