{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":8046,"path":"delta-xanadu-australia/australia-xanadu-customerengagementsequences-release-notes.md","title":"Combined Customer Engagement Sequences release notes for upgrades from Xanadu to Australia","bundle":null,"doc_type":null,"release":"australia","body":"\n# Combined Customer Engagement Sequences release notes for upgrades from Xanadu to Australia\n\nConsolidated page of all release notes for Customer Engagement Sequences from Xanadu to Australia.\n\n## How to use this page\n\nTo help you prepare for your upgrade, we have combined the cross-family Customer Engagement Sequences release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia.\n\n**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.\"\n\n## Important information for upgrading Customer Engagement Sequences to Australia\n\nBefore you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.\n\n<table class=\"custom-rows\"><thead><tr><th class=\"filter\">\n\nRelease\n\n</th><th>\n\nRelease notes\n\n</th></tr></thead><tbody><tr><td>\n\nXanadu\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nYokohama\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nZurich\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nAustralia\n\n</td><td>\n\n-   **Upgrade information**\n\nIf you configured sequences with the Schedule call activity on a release before Zurich, the activity is now labeled **Schedule call - Deprecated** in the activity picker in Workflow Studio. Existing sequences continue to work, but the Call icon \\[Omitted image \"phone-fill-24.svg\"\\] Alt text: doesn't appear on the **Callback number** field on the Sequence Steps page during runtime. To enable the click-to-call capability, update the Customer Engagement Sequences application to use the new Schedule call activity.\n\n\n</td></tr></tbody>\n</table>## New features\n\nBetween your current release family and Australia, new features were introduced for Customer Engagement Sequences.\n\n<table class=\"custom-rows\"><thead><tr><th class=\"filter\">\n\nRelease\n\n</th><th>\n\nRelease notes\n\n</th></tr></thead><tbody><tr><td>\n\nXanadu\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nYokohama\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nZurich\n\n</td><td>\n\n-   **[Multi-trigger sequences with decision branches for stages](https://www.servicenow.com/docs/access?context=define-trigger-conditions&family=zurich&ft:locale=en-US)**\n\nConfigure the sequences playbook to start based on multiple conditions across entities, eliminating the need for separate sequences for similar workflows. Add a decision node between stages to determine which stage to run next, based on the outcome of the previous stage.\n\n-   **[Schedule call activity for telesales workflows](https://www.servicenow.com/docs/access?context=add-schedule-call-activity&family=zurich&ft:locale=en-US)**\n\nDesign sequences with the new Scheduled call activity to automate structured call attempts, including delays and outcome-based branching, directly from the playbook interface. This helps agents follow a repeatable, optimized process for engaging prospects or customers in telesales workflows.\n\n-   **[Runtime permissions and fine-grained access control](https://www.servicenow.com/docs/access?context=configure-runtime-permission-sequence-playbooks&family=zurich&ft:locale=en-US)**\n\nEnforce runtime permissions to control access to sequence records such as sequence tasks and steps.\n\n-   **[Granular role framework](https://www.servicenow.com/docs/access?context=components-installed-customer-engagement-sequences&family=zurich&ft:locale=en-US)**\n\nAssign role-based access for sequence admins, writers, executors, and readers. Sequence admins have full control, writers manage their own sequences, executors \\(formerly viewers\\) have read-only access to sequences and sequence task records, and readers view sequence records. For more information, see [Compatibility information](https://www.servicenow.com/docs/access?context=compatibility-matrix-upgrade-info&family=zurich&ft:locale=en-US).\n\n-   **[Review sequences](https://www.servicenow.com/docs/access?context=view-sequence-design-time&family=zurich&ft:locale=en-US)View sequences**\n\nEnable the sales operations teams to optimize and share the high-performing sequences across territories to promote best practices across the organization.\n\n\n -   **[No-code interface for admins to configure sequences](https://www.servicenow.com/docs/access?context=configuring-customer-engagement-sequences&family=zurich&ft:locale=en-US)**\n\nConfiguring multi-step sequences that define specific activities using a no-code playbook experience reduces dependency on developers.\n\n-   **[Sequence tasks with predefined activities for agents](https://www.servicenow.com/docs/access?context=execute-sequence-steps&family=zurich&ft:locale=en-US)**\n\nPredefined activities provide the following advantages to your agents:\n\n    -   Ensure consistent messaging and effective objection handling using clearly defined steps that dynamically adapt to customer responses.\n    -   Follow a repeatable, optimized process for engaging prospects or customers.\n    -   Avoid communications from sounding generic and improve engagement rates by customizing a prospect’s name, company, and other details.\n    -   Reduce the chance of missing a follow-up, promoting consistency in outreach and reduction in manual effort.\n\n</td></tr><tr><td>\n\nAustralia\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr></tbody>\n</table>## Changes\n\nBetween your current release family and Australia, some changes were made to existing Customer Engagement Sequences features.\n\n<table class=\"custom-rows\"><thead><tr><th class=\"filter\">\n\nRelease\n\n</th><th>\n\nRelease notes\n\n</th></tr></thead><tbody><tr><td>\n\nXanadu\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nYokohama\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nZurich\n\n</td><td>\n\n-   **Coral theme**\n\nCoral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.\n\n\n</td></tr><tr><td>\n\nAustralia\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr></tbody>\n</table>## Removed\n\nBetween your current release family and Australia, some Customer Engagement Sequences features or functionality were removed.\n\n<table class=\"custom-rows\"><thead><tr><th class=\"filter\">\n\nRelease\n\n</th><th>\n\nRelease notes\n\n</th></tr></thead><tbody><tr><td>\n\nXanadu\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nYokohama\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nZurich\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nAustralia\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr></tbody>\n</table>## Deprecations\n\nBetween your current release family and Australia, some Customer Engagement Sequences features or functionality were deprecated.\n\n<table class=\"custom-rows\"><thead><tr><th class=\"filter\">\n\nRelease\n\n</th><th>\n\nRelease notes\n\n</th></tr></thead><tbody><tr><td>\n\nXanadu\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nYokohama\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nZurich\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nAustralia\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr></tbody>\n</table>## Activation information\n\nReview information on how to activate Customer Engagement Sequences.\n\n<table class=\"custom-rows\"><thead><tr><th class=\"filter\">\n\nRelease\n\n</th><th>\n\nRelease notes\n\n</th></tr></thead><tbody><tr><td>\n\nXanadu\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nYokohama\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nZurich\n\n</td><td>\n\n-   **Activation information**\n\nInstall Customer Engagement Sequences 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).\n\n\n**Important:** Customer Engagement Sequences is available in the ServiceNow Store. For details, see the \"Activation information\" section of these release notes.\n\n</td></tr><tr><td>\n\nAustralia\n\n</td><td>\n\n-   **Activation information**\n\nInstall Customer Engagement Sequences 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).\n\n\n**Important:** Customer Engagement Sequences is available in the ServiceNow Store. For details, see the \"Activation information\" section of these release notes.\n\n</td></tr></tbody>\n</table>## Additional requirements\n\nIf any additional requirements were introduced or changed for Customer Engagement Sequences we have noted them here.\n\n<table class=\"custom-rows\"><thead><tr><th class=\"filter\">\n\nRelease\n\n</th><th>\n\nRelease notes\n\n</th></tr></thead><tbody><tr><td>\n\nXanadu\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nYokohama\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nZurich\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nAustralia\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr></tbody>\n</table>## Browser requirements\n\nIf any specific browser requirements were introduced or changed for Customer Engagement Sequences we have noted them here.\n\n<table class=\"custom-rows\"><thead><tr><th class=\"filter\">\n\nRelease\n\n</th><th>\n\nRelease notes\n\n</th></tr></thead><tbody><tr><td>\n\nXanadu\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nYokohama\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nZurich\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nAustralia\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr></tbody>\n</table>## Accessibility information\n\nReview details on accessibility information for Customer Engagement Sequences, such as specific requirements or compliance levels.\n\n<table class=\"custom-rows\"><thead><tr><th class=\"filter\">\n\nRelease\n\n</th><th>\n\nRelease notes\n\n</th></tr></thead><tbody><tr><td>\n\nXanadu\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nYokohama\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nZurich\n\n</td><td>\n\n-   **Accessibility information**\n    -   **Dark theme**\n\nThe new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.\n\n\n</td></tr><tr><td>\n\nAustralia\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr></tbody>\n</table>## Localization information\n\nIf there are specific localization considerations for Customer Engagement Sequences we have noted them here.\n\n<table class=\"custom-rows\"><thead><tr><th class=\"filter\">\n\nRelease\n\n</th><th>\n\nRelease notes\n\n</th></tr></thead><tbody><tr><td>\n\nXanadu\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nYokohama\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nZurich\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nAustralia\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr></tbody>\n</table>## Highlight information\n\nIf there are specific highlight considerations for Customer Engagement Sequences we have noted them here.\n\n<table class=\"custom-rows\"><thead><tr><th class=\"filter\">\n\nRelease\n\n</th><th>\n\nRelease notes\n\n</th></tr></thead><tbody><tr><td>\n\nXanadu\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nYokohama\n\n</td><td>\n\nNo updates for this release.\n\n</td></tr><tr><td>\n\nZurich\n\n</td><td>\n\n-   Design sequences to initiate workflows from multiple record-based events, with outcome-based decision nodes between stages, and runtime permissions.\n-   Control access to various features and capabilities using the new granular roles.\n-   Enable click-to-call for agents by configuring the Schedule Call activity and integrating with platforms such as Amazon Connect.\n-   Automate and personalize customer journeys with a no-code playbook interface and guided task flows.\n-   Drive high-impact telesales scenarios such as product surveys, lead qualification, and proactive engagement campaigns.\n\n See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=zurich&ft:locale=en-US) for more information.\n\n</td></tr><tr><td>\n\nAustralia\n\n</td><td>\n\n-   Enable click-to-call for agents using the new Schedule call activity that supports runtime outbound calling from sequence tasks.\n\n See [Customer Engagement Sequences](https://www.servicenow.com/docs/access?context=explore-customer-engagement-sequences&family=australia&ft:locale=en-US) for more information.\n\n</td></tr></tbody>\n</table>**Parent Topic:**[Products combined by family](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/delta-xanadu-australia/rn-combined-intro.md)\n\n"}}