Combined L1 IT Service Desk AI Specialist release notes for upgrades from Yokohama to Brazil
Consolidated page of all release notes for L1 IT Service Desk AI Specialist from Yokohama to Brazil.
How to use this page
To help you prepare for your upgrade, we have combined the cross-family L1 IT Service Desk AI Specialist release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama 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 L1 IT Service Desk AI Specialist to Brazil
Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed.
|
Release |
Release notes |
|---|---|
|
Yokohama |
No updates for this release. |
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
|
Brazil |
No updates for this release. |
Between your current release family and Brazil, new features were introduced for L1 IT Service Desk AI Specialist.
|
Release |
Release notes |
|---|---|
|
Yokohama |
No updates for this release. |
|
Zurich |
Track the durable auto-resolve and coverage rates over time with a Rate trend chart on the AI Specialist Performance dashboard, and select a day to see its incidents. Follow incidents from assignment to eligible groups through durable resolution in a four-step funnel on the Overview tab. Drill down into each step, and use the calculation cards to see how each rate is worked out. See what your service desk team did with cross-group reassignment recommendations in a chart that shows which were adopted, overridden, or are awaiting a decision. AI Admins can set the portal that knowledge article and catalog item links open in for requesters. Links in work notes for Service Desk Agents continue to open in the platform view.
AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. L1 IT Service Desk AI Specialist now uses dynamic response authoring for ZTS Action Agent and Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. Shows how many incidents over time were reassigned because routing decision criteria matched. Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. The L1 IT Service Desk AI Specialist is an autonomous worker that helps handle incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve high-volume, repeatable level 1 (L1) incidents. It communicates directly with requesters and escalates incidents to human agents when confidence is low. Choose from two types of execution modes for the L1 IT Service Desk AI Specialist during configuration or activation, Autonomous or Supervised. The execution mode of the L1 IT Service Desk AI Specialist determines its autonomy when performing tasks on incidents. You can change the execution mode at any time. Configure how the L1 IT Service Desk AI Specialist works an incident across each stage of its task pipeline from classifying and assigning fields to which team or whom it reassigns incidents. Each stage is configurable, so you control how incidents are handled from intake to resolution. Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs. View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance. |
|
Australia |
Track the durable auto-resolve and coverage rates over time with a Rate trend chart on the AI Specialist Performance dashboard, and select a day to see its incidents. Follow incidents from assignment to eligible groups through durable resolution in a four-step funnel on the Overview tab. Drill down into each step, and use the calculation cards to see how each rate is worked out. See what your service desk team did with cross-group reassignment recommendations in a chart that shows which were adopted, overridden, or are awaiting a decision. AI Admins can set the portal that knowledge article and catalog item links open in for requesters. Links in work notes for Service Desk Agents continue to open in the platform view.
AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. L1 IT Service Desk AI Specialist now uses dynamic response authoring for ZTS Action Agent and Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. Shows how many incidents over time were reassigned because routing decision criteria matched. Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. The L1 IT Service Desk AI Specialist is an autonomous worker that helps handle incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve high-volume, repeatable level 1 (L1) incidents. It communicates directly with requesters and escalates incidents to human agents when confidence is low. Choose from two types of execution modes for the L1 IT Service Desk AI Specialist during configuration or activation, Autonomous or Supervised. The execution mode of the L1 IT Service Desk AI Specialist determines its autonomy when performing tasks on incidents. You can change the execution mode at any time. Configure how the L1 IT Service Desk AI Specialist works an incident across each stage of its task pipeline from classifying and assigning fields to which team or whom it reassigns incidents. Each stage is configurable, so you control how incidents are handled from intake to resolution. Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs. View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance. |
|
Brazil |
Track the durable auto-resolve and coverage rates over time with a Rate trend chart on the AI Specialist Performance dashboard, and select a day to see its incidents. Follow incidents from assignment to eligible groups through durable resolution in a four-step funnel on the Overview tab. Drill down into each step, and use the calculation cards to see how each rate is worked out. See what your service desk team did with cross-group reassignment recommendations in a chart that shows which were adopted, overridden, or are awaiting a decision. AI Admins can set the portal that knowledge article and catalog item links open in for requesters. Links in work notes for Service Desk Agents continue to open in the platform view.
AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. Shows how many incidents over time were reassigned because routing decision criteria matched. Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. |
Between your current release family and Brazil, some changes were made to existing L1 IT Service Desk AI Specialist features.
|
Release |
Release notes |
|---|---|
|
Yokohama |
No updates for this release. |
|
Zurich |
The L1 IT Service Desk AI Specialist now fills catalog item variables from the incident and the caller's details and shows requesters what it already captured, so requesters answer fewer questions. It also now uses dynamic response authoring for L1 IT Service Desk AI Specialist Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. |
|
Australia |
The L1 IT Service Desk AI Specialist now fills catalog item variables from the incident and the caller's details and shows requesters what it already captured, so requesters answer fewer questions. It also now uses dynamic response authoring for L1 IT Service Desk AI Specialist Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. |
|
Brazil |
The L1 IT Service Desk AI Specialist now fills catalog item variables from the incident and the caller's details and shows requesters what it already captured, so requesters answer fewer questions. It also now uses dynamic response authoring for L1 IT Service Desk AI Specialist Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. |
Between your current release family and Brazil, some L1 IT Service Desk AI Specialist features or functionality were removed.
|
Release |
Release notes |
|---|---|
|
Yokohama |
No updates for this release. |
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
|
Brazil |
No updates for this release. |
Between your current release family and Brazil, some L1 IT Service Desk AI Specialist features or functionality were deprecated.
|
Release |
Release notes |
|---|---|
|
Yokohama |
No updates for this release. |
|
Zurich |
Removed. The Routing journey count cards are replaced by the funnel on the Overview tab. Removed. The unused Research depth setting is no longer available. There is no replacement. Removed. The Pre resolution condition setting is no longer available, and incidents are no longer checked against it. There is no replacement. |
|
Australia |
Removed. The Routing journey count cards are replaced by the funnel on the Overview tab. Removed. The unused Research depth setting is no longer available. There is no replacement. Removed. The Pre resolution condition setting is no longer available, and incidents are no longer checked against it. There is no replacement. |
|
Brazil |
Removed. The Routing journey count cards are replaced by the funnel on the Overview tab. Removed. The unused Research depth setting is no longer available. There is no replacement. Removed. The Pre resolution condition setting is no longer available, and incidents are no longer checked against it. There is no replacement. |
Review information on how to activate L1 IT Service Desk AI Specialist.
|
Release |
Release notes |
|---|---|
|
Yokohama |
No updates for this release. |
|
Zurich |
Install L1 IT Service Desk AI Specialist by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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. Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. Note: Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. |
|
Australia |
Install L1 IT Service Desk AI Specialist by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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. Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. Note: Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. |
|
Brazil |
Install L1 IT Service Desk AI Specialist by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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. Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. Note: Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. |
If any additional requirements were introduced or changed for L1 IT Service Desk AI Specialist we have noted them here.
|
Release |
Release notes |
|---|---|
|
Yokohama |
No updates for this release. |
|
Zurich |
Your instance must be on Zurich Patch 12. |
|
Australia |
Your instance must be on Australia Patch 5m. |
|
Brazil |
No updates for this release. |
If any specific browser requirements were introduced or changed for L1 IT Service Desk AI Specialist we have noted them here.
|
Release |
Release notes |
|---|---|
|
Yokohama |
No updates for this release. |
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
|
Brazil |
No updates for this release. |
Review details on accessibility information for L1 IT Service Desk AI Specialist, such as specific requirements or compliance levels.
|
Release |
Release notes |
|---|---|
|
Yokohama |
No updates for this release. |
|
Zurich |
No updates for this release. |
|
Australia |
No updates for this release. |
|
Brazil |
No updates for this release. |
If there are specific localization considerations for L1 IT Service Desk AI Specialist we have noted them here.
|
Release |
Release notes |
|---|---|
|
Yokohama |
No updates for this release. |
|
Zurich |
Multi-language support for the L1 IT Service Desk AI Specialist may vary. |
|
Australia |
Multi-language support for the L1 IT Service Desk AI Specialist may vary. |
|
Brazil |
Multi-language support for the L1 IT Service Desk AI Specialist may vary. |
If there are specific highlight considerations for L1 IT Service Desk AI Specialist we have noted them here.
|
Release |
Release notes |
|---|---|
|
Yokohama |
No updates for this release. |
|
Zurich |
See L1 IT Service Desk AI Specialist for more information. |
|
Australia |
See L1 IT Service Desk AI Specialist for more information. |
|
Brazil |
See L1 IT Service Desk AI Specialist for more information. |
--- title: Combined L1 IT Service Desk AI Specialist release notes for upgrades from Yokohama to Brazil description: Consolidated page of all release notes for L1 IT Service Desk AI Specialist from Yokohama to Brazil. locale: en-US canonical_url: https://www.servicenow.com/docs/r/delta-yokohama-brazil/brazil-yokohama-l1itservicedeskaispecialist-release-notes.html release: brazil topic_type: reference last_updated: "2026-11-06" reading_time_minutes: 15 breadcrumb: [Products combined by family] --- # Combined L1 IT Service Desk AI Specialist release notes for upgrades from Yokohama to Brazil Consolidated page of all release notes for L1 IT Service Desk AI Specialist from Yokohama to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family L1 IT Service Desk AI Specialist release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama 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 L1 IT Service Desk AI Specialist 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> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> No updates for this release. </td></tr><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 L1 IT Service Desk AI Specialist. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> - **[Rate trend chart](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** Track the durable auto-resolve and coverage rates over time with a Rate trend chart on the AI Specialist Performance dashboard, and select a day to see its incidents. - **[Overview funnel](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** Follow incidents from assignment to eligible groups through durable resolution in a four-step funnel on the Overview tab. Drill down into each step, and use the calculation cards to see how each rate is worked out. - **[Cross-group reassignment outcomes](https://www.servicenow.com/docs/access?context=cross-group-reassignment-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** See what your service desk team did with cross-group reassignment recommendations in a chart that shows which were adopted, overridden, or are awaiting a decision. - **[Requester reference portal](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** AI Admins can set the portal that knowledge article and catalog item links open in for requesters. Links in work notes for Service Desk Agents continue to open in the platform view. - **[Configure task settings](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=zurich&ft:locale=en-US) Response Templates** AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. - **[Catalog request submission and tracking](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. L1 IT Service Desk AI Specialist now uses dynamic response authoring for ZTS Action Agent and Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. - **[Catalog performance analytics](https://www.servicenow.com/docs/access?context=catalog-tab-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. - **[Quality assessment skill](https://www.servicenow.com/docs/access?context=qa-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. - **[Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=zurich&ft:locale=en-US)** Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. - **[Routing decision criteria over time analytics](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** Shows how many incidents over time were reassigned because routing decision criteria matched. - **[Performance quality assessment analytics](https://www.servicenow.com/docs/access?context=perf-quality-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. The L1 IT Service Desk AI Specialist is an autonomous worker that helps handle incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve high-volume, repeatable level 1 \(L1\) incidents. It communicates directly with requesters and escalates incidents to human agents when confidence is low. - **[\[Placeholder link text to key bundle-itsm.autonomous-supervised\]](https://www.servicenow.com/docs/access?context=autonomous-supervised&family=zurich&ft:locale=en-US)** Choose from two types of execution modes for the L1 IT Service Desk AI Specialist during configuration or activation, Autonomous or Supervised. The execution mode of the L1 IT Service Desk AI Specialist determines its autonomy when performing tasks on incidents. You can change the execution mode at any time. - **[Configure the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=configuring-l1-sd-ai-specialist&family=zurich&ft:locale=en-US)** Configure how the L1 IT Service Desk AI Specialist works an incident across each stage of its task pipeline from classifying and assigning fields to which team or whom it reassigns incidents. Each stage is configurable, so you control how incidents are handled from intake to resolution. - **[View the performance of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=perf-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs. - **[View the activity of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=activity-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance. </td></tr><tr><td> Australia </td><td> - **[Rate trend chart](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=australia&ft:locale=en-US)** Track the durable auto-resolve and coverage rates over time with a Rate trend chart on the AI Specialist Performance dashboard, and select a day to see its incidents. - **[Overview funnel](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=australia&ft:locale=en-US)** Follow incidents from assignment to eligible groups through durable resolution in a four-step funnel on the Overview tab. Drill down into each step, and use the calculation cards to see how each rate is worked out. - **[Cross-group reassignment outcomes](https://www.servicenow.com/docs/access?context=cross-group-reassignment-l1-sd-ai-spec&family=australia&ft:locale=en-US)** See what your service desk team did with cross-group reassignment recommendations in a chart that shows which were adopted, overridden, or are awaiting a decision. - **[Requester reference portal](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=australia&ft:locale=en-US)** AI Admins can set the portal that knowledge article and catalog item links open in for requesters. Links in work notes for Service Desk Agents continue to open in the platform view. - **[Configure task settings](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=australia&ft:locale=en-US) Response Templates** AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. - **[Catalog request submission and tracking](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=australia&ft:locale=en-US)** The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. L1 IT Service Desk AI Specialist now uses dynamic response authoring for ZTS Action Agent and Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. - **[Catalog performance analytics](https://www.servicenow.com/docs/access?context=catalog-tab-l1-sd-ai-spec&family=australia&ft:locale=en-US)** A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. - **[Quality assessment skill](https://www.servicenow.com/docs/access?context=qa-l1-sd-ai-spec&family=australia&ft:locale=en-US)** Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. - **[Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=australia&ft:locale=en-US)** Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. - **[Routing decision criteria over time analytics](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=australia&ft:locale=en-US)** Shows how many incidents over time were reassigned because routing decision criteria matched. - **[Performance quality assessment analytics](https://www.servicenow.com/docs/access?context=perf-quality-l1-sd-ai-spec&family=australia&ft:locale=en-US)** Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. The L1 IT Service Desk AI Specialist is an autonomous worker that helps handle incidents end-to-end without human intervention. It uses knowledge articles and historical data to investigate and resolve high-volume, repeatable level 1 \(L1\) incidents. It communicates directly with requesters and escalates incidents to human agents when confidence is low. - **[\[Placeholder link text to key bundle-itsm.autonomous-supervised\]](https://www.servicenow.com/docs/access?context=autonomous-supervised&family=australia&ft:locale=en-US)** Choose from two types of execution modes for the L1 IT Service Desk AI Specialist during configuration or activation, Autonomous or Supervised. The execution mode of the L1 IT Service Desk AI Specialist determines its autonomy when performing tasks on incidents. You can change the execution mode at any time. - **[Configure the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=configuring-l1-sd-ai-specialist&family=australia&ft:locale=en-US)** Configure how the L1 IT Service Desk AI Specialist works an incident across each stage of its task pipeline from classifying and assigning fields to which team or whom it reassigns incidents. Each stage is configurable, so you control how incidents are handled from intake to resolution. - **[View the performance of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=perf-l1-sd-ai-spec&family=australia&ft:locale=en-US)** Review performance analytics for the L1 IT Service Desk AI Specialist to track task execution success. You can use analytics to help make choices to tune the L1 IT Service Desk AI Specialist to suit your exact business needs. - **[View the activity of the L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=activity-l1-sd-ai-spec&family=australia&ft:locale=en-US)** View the task execution history of the L1 IT Service Desk AI Specialist to track where and when it is planning and attempting executions. You can also give feedback on its performance. </td></tr><tr><td> Brazil </td><td> - **[Rate trend chart](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** Track the durable auto-resolve and coverage rates over time with a Rate trend chart on the AI Specialist Performance dashboard, and select a day to see its incidents. - **[Overview funnel](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** Follow incidents from assignment to eligible groups through durable resolution in a four-step funnel on the Overview tab. Drill down into each step, and use the calculation cards to see how each rate is worked out. - **[Cross-group reassignment outcomes](https://www.servicenow.com/docs/access?context=cross-group-reassignment-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** See what your service desk team did with cross-group reassignment recommendations in a chart that shows which were adopted, overridden, or are awaiting a decision. - **[Requester reference portal](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** AI Admins can set the portal that knowledge article and catalog item links open in for requesters. Links in work notes for Service Desk Agents continue to open in the platform view. - **[Configure task settings](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=brazil&ft:locale=en-US) Response Templates** AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. - **[Catalog request submission and tracking](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. - **[Catalog performance analytics](https://www.servicenow.com/docs/access?context=catalog-tab-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. - **[Quality assessment skill](https://www.servicenow.com/docs/access?context=qa-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. - **[Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&family=brazil&ft:locale=en-US)** Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. - **[Routing decision criteria over time analytics](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** Shows how many incidents over time were reassigned because routing decision criteria matched. - **[Performance quality assessment analytics](https://www.servicenow.com/docs/access?context=perf-quality-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. </td></tr></tbody> </table>## Changes Between your current release family and Brazil, some changes were made to existing L1 IT Service Desk AI Specialist features. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> - **[Catalog variable collection and messages](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** The L1 IT Service Desk AI Specialist now fills catalog item variables from the incident and the caller's details and shows requesters what it already captured, so requesters answer fewer questions. It also now uses dynamic response authoring for L1 IT Service Desk AI Specialist Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. </td></tr><tr><td> Australia </td><td> - **[Catalog variable collection and messages](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=australia&ft:locale=en-US)** The L1 IT Service Desk AI Specialist now fills catalog item variables from the incident and the caller's details and shows requesters what it already captured, so requesters answer fewer questions. It also now uses dynamic response authoring for L1 IT Service Desk AI Specialist Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. </td></tr><tr><td> Brazil </td><td> - **[Catalog variable collection and messages](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** The L1 IT Service Desk AI Specialist now fills catalog item variables from the incident and the caller's details and shows requesters what it already captured, so requesters answer fewer questions. It also now uses dynamic response authoring for L1 IT Service Desk AI Specialist Catalog submission responses. Default instructions are provided so the agent composes each message fresh instead of relying on a fixed template. </td></tr></tbody> </table>## Removed Between your current release family and Brazil, some L1 IT Service Desk AI Specialist 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> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> No updates for this release. </td></tr><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 L1 IT Service Desk AI Specialist 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> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> - **[Routing journey count cards](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** Removed. The Routing journey count cards are replaced by the funnel on the Overview tab. - **[Research depth](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** Removed. The unused Research depth setting is no longer available. There is no replacement. - **[Pre resolution condition](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=zurich&ft:locale=en-US)** Removed. The Pre resolution condition setting is no longer available, and incidents are no longer checked against it. There is no replacement. </td></tr><tr><td> Australia </td><td> - **[Routing journey count cards](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=australia&ft:locale=en-US)** Removed. The Routing journey count cards are replaced by the funnel on the Overview tab. - **[Research depth](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=australia&ft:locale=en-US)** Removed. The unused Research depth setting is no longer available. There is no replacement. - **[Pre resolution condition](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=australia&ft:locale=en-US)** Removed. The Pre resolution condition setting is no longer available, and incidents are no longer checked against it. There is no replacement. </td></tr><tr><td> Brazil </td><td> - **[Routing journey count cards](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** Removed. The Routing journey count cards are replaced by the funnel on the Overview tab. - **[Research depth](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** Removed. The unused Research depth setting is no longer available. There is no replacement. - **[Pre resolution condition](https://www.servicenow.com/docs/access?context=config-tasks-ref-l1-sd-ai-spec&family=brazil&ft:locale=en-US)** Removed. The Pre resolution condition setting is no longer available, and incidents are no longer checked against it. There is no replacement. </td></tr></tbody> </table>## Activation information Review information on how to activate L1 IT Service Desk AI Specialist. <table class="custom-rows"><thead><tr><th class="filter"> Release </th><th> Release notes </th></tr></thead><tbody><tr><td> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> - **Activation information** Install L1 IT Service Desk AI Specialist by requesting it from the 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/access?context=sn-store-release-notes&family=zurich&ft:locale=en-US). Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. **Note:** Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. </td></tr><tr><td> Australia </td><td> - **Activation information** Install L1 IT Service Desk AI Specialist 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). Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. **Note:** Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. </td></tr><tr><td> Brazil </td><td> - **Activation information** Install L1 IT Service Desk AI Specialist 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). Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. **Note:** Domain separation is not supported on this version of L1 IT Service Desk AI Specialist. </td></tr></tbody> </table>## Additional requirements If any additional requirements were introduced or changed for L1 IT Service Desk AI Specialist 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> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> - **Additional requirements** Your instance must be on Zurich Patch 12. </td></tr><tr><td> Australia </td><td> - **Additional requirements** Your instance must be on Australia Patch 5m. </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 L1 IT Service Desk AI Specialist 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> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> No updates for this release. </td></tr><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 L1 IT Service Desk AI Specialist, 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> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> No updates for this release. </td></tr><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 L1 IT Service Desk AI Specialist 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> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> - **Localization information** Multi-language support for the L1 IT Service Desk AI Specialist may vary. </td></tr><tr><td> Australia </td><td> - **Localization information** Multi-language support for the L1 IT Service Desk AI Specialist may vary. </td></tr><tr><td> Brazil </td><td> - **Localization information** Multi-language support for the L1 IT Service Desk AI Specialist may vary. </td></tr></tbody> </table>## Highlight information If there are specific highlight considerations for L1 IT Service Desk AI Specialist 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> Yokohama </td><td> No updates for this release. </td></tr><tr><td> Zurich </td><td> - Helps increase efficiency by automating high-volume, repeatable L1 incidents. - Enables a human to intervene in the automated process, if needed. - Helps frees up live human agents to handle more complex issues. See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&family=zurich&ft:locale=en-US) for more information. </td></tr><tr><td> Australia </td><td> - Helps increase efficiency by automating high-volume, repeatable L1 incidents. - Enables a human to intervene in the automated process, if needed. - Helps free up live human agents to handle more complex issues. See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&family=australia&ft:locale=en-US) for more information. </td></tr><tr><td> Brazil </td><td> - Helps increase efficiency by automating high-volume, repeatable L1 incidents. - Enables a human to intervene in the automated process, if needed. - Helps free up live human agents to handle more complex issues. See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&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-yokohama-brazil/rn-combined-intro.md)
| title | Combined L1 IT Service Desk AI Specialist release notes for upgrades from Yokohama to Brazil |
| description | Consolidated page of all release notes for L1 IT Service Desk AI Specialist from Yokohama to Brazil. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/delta-yokohama-brazil/brazil-yokohama-l1itservicedeskaispecialist-release-notes.html |
| release | brazil |
| topic_type | reference |
| last_updated | 2026-11-06 |
| reading_time_minutes | 15 |
| breadcrumb | Products combined by family |