Combined ServiceNow Otto for HR Service Delivery \(HRSD\) release notes for upgrades from Xanadu to Australia
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Combined ServiceNow Otto for HR Service Delivery (HRSD) release notes for upgrades from Xanadu to Australia
Consolidated page of all release notes for ServiceNow Otto for HR Service Delivery (HRSD) from Xanadu to Australia.
How to use this page
To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for HR Service Delivery (HRSD) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Australia.
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 ServiceNow Otto for HR Service Delivery (HRSD) to Australia
Before you upgrade to Australia, 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>
Xanadu
</td><td>
No updates for this release.
</td></tr><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></tbody> </table>## New features
Between your current release family and Australia, new features were introduced for ServiceNow Otto for HR Service Delivery (HRSD).
<table class=“custom-rows”><thead><tr><th class=“filter”>
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Xanadu
</td><td>
No updates for this release.
</td></tr><tr><td>
Yokohama
</td><td>
Generate a step-wise fulfillment plan for an HR case by selecting the Generate Plan button on the HR Case. HR agents can add prompts to further refine the AI generated fulfillment plan before the plan is published to the work notes of the case.
Use the new growth conversations workflow to streamline your employee growth discussions in Career Conversations.
Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
Create a copy of the KB generation skill to create custom templates that are based on your organization’s requirements. When a skill copy is activated, the main skill is automatically deactivated.
View the list of KB articles, related records, and current records that are used to generate email reply recommendations.
Simplify employee onboarding with AI agents that gather inputs, structure tasks, enable manager review, and deliver personalized onboarding plans.
Use the Resolve noncritical HR cases agentic workflow for faster mean time to repair (MTTR) cases, automate the resolution of routine employee inquiries, and reduce the costs for HR operations organizers.
|Agentic workflow|Description| |----------------|-----------| |Resolve noncritical HR cases|AI agents detect criticality and retrieve relevant knowledge-based responses to automate the resolution of employee queries.|
Find reliable answers to HR management queries from multiple data sources, including the research and articles from The Josh Bersin Company, with attribution to each source.
Proceed with the interaction when the virtual agent incorrectly identifies a phrase as containing sensitive information.
As a manager, use the growth conversations preparation AI agent to schedule and prepare for employee growth discussions. The agent provides a clear summary of employee activity and career journey, with data-driven talking points to make conversations more focused and impactful.
Note: This feature is available when you have both ServiceNow Otto for HR Service Delivery (HRSD), which will install Now Assist for Talent and HR Talent AI Agent Collection
Use the Resolve policy use case for faster mean time to repair (MTTR) cases that require validation that is based on the policies that are built for tuition reimbursement.
|AI agent use case|Description| |-----------------|-----------| |Resolve policy for tuition reimbursement|AI agents resolve tuition reimbursement requests by connecting to various parties \(for example, the manager for approval\) and resolving the case, while keeping the human agent in the loop.|
Use the ServiceNow Otto for HR Service Delivery (HRSD) Virtual Agent topics to place employee requests in the HCM system. Examples of requests are when an employee requests time off or updates their personal details.
Create and manage personalized knowledge models as Knowledge Graph schemas that are represented as nodes, edges, and their properties. Virtual Agent uses the assigned Knowledge Graph schema to resolve employee requests and queries.
Create Journey Accelerator plans by entering prompts to Virtual Agent without having to manually create lists and forms.
</td></tr><tr><td>
Zurich
</td><td>
Use the ER interview summarization skill to obtain summary of the ER case interview, which includes details such as quick recap, key assertions and responses.
Recruiters and recruitment coordinators can now use self-scheduling to streamline interview scheduling by presenting applicants with available time slots to choose from. This option reduces the time to schedule in the absence of overlapping applicant-declared availability and minimizes the probability of manual handover to recruiter. The workflow recommends self-scheduling when beneficial, offers panelist-compatible slots sorted by confidence level, and automatically schedules interviews once applicants select their preferred time.
The offboarding knowledge transfer plan generation agentic workflow captures and organizes critical knowledge when employees leave. AI agents interact with managers to collect requirements, discover documents from the specified time period, categorize content into meaningful work areas, and facilitate employee review before sharing with successors.
The generate onboarding ramp-up plan workflow has been enhanced to create more relevant and personalized ramp-up plans for new hires. The workflow now recommends additional Journey services (catalogs and order guides) based on previously completed journeys and services requested by peers in similar roles. Managers can review these recommendations in Now Assist in Virtual Agent and add new services through a conversational experience.
Analyze an HR case and automatically route it to the most appropriate HR service with the predict service and transfer HR cases agentic workflow.
Use the resolve noncritical HR cases agentic workflow to assess the criticality of HR cases, and automatically respond to noncritical inquiries without human intervention. Human agent intervention is required when the request is identified as critical.
Resolve critical HR requests efficiently with the resolve critical HR case agentic workflow. This workflow generates a tailored fulfillment plan for an HR case using fulfillment instructions, KB articles, or resolution notes of similar past cases. It helps accelerate the resolution process by providing planning support to HR agents.
Use the ER case summarization skill to obtain a comprehensive overview of the ER case, which includes key details, such as allegations, evidences, and interviews.
Use the policy based HR evaluator skill to automatically compare employee tuition reimbursement submissions against company policies and return a decision of approval, denial, or request for additional information.
Help employees handle self-service HR issues, such as creating cases, checking case status, and requesting time off, using real-time voice interactions with HR AI voice agents. With advanced speech-to-text and text-to-speech capabilities, configurable caller authentication, and seamless integration with Contact Center as a Service (CCaaS) providers, such as Twilio and Genesys, the agents can deliver an efficient and personalized experience for employees.
Enable security settings to run AI agents and agentic workflows by using ACLs and user identities. You can configure and manage the ACLs in AI Agent Studio.
Use AI agents to enable employees to place requests to the HCM system, such as apply for time off or update details.
Generate a fulfillment plan in a series of steps for an HR case by selecting the Generate Plan button on the HR case. HR agents can add prompts to further refine the AI-generated fulfillment plan before the plan is published to the work notes of the case.
Prioritize cases by the sentiment score and monitor sentiment trends over time. HR agents can review a brief summary to understand the reasoning for the sentiment score for each HR case.
Use AI agents to automate the interview scheduling process from the Now Assist panel and use the inputs from recruiters or recruitment coordinators to send out interview invites.
Accelerate onboarding with the generate onboarding ramp-up plan agentic workflow, which creates personalized and team-specific plans for every new hire. Powered by AI agents, it tailors learning paths, team tasks, and 1:1 introductions to help employees ramp up fast, build stronger connections, and reach productivity quickly.
Evaluate case criticality and retrieve relevant knowledge articles to resolve HR cases, minimizing the need for agent intervention. Generate a fulfillment plan for an HR case, which helps resolve the HR case fast.
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 \(starting with Australia Early Access\): 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.
As an admin, create reusable feedback templates using the Platform Surveys tool allowing managers to select and preview templates when requesting feedback, and help them quickly view a summarized snapshot of a reportee’s recent feedback with easy navigation to the feedback page in Manager Hub for detailed insights.
As a manager, collect feedback from employees with the help from an agent in Now Assist. Identify which colleagues to request feedback from through Talent Development applications, journeys, and interaction patterns in Microsoft. Send, track, and manage feedback requests with built-in reminders. Leverage existing to-dos to send and manage feedback requests seamlessly.
As a manager, use the growth conversations preparation AI agent to schedule and prepare for employee growth discussions. The agent provides a clear summary of employee activity and career journey as well as data-driven talking points for focused and impactful conversations.
Note: This feature is available when you have both ServiceNow Otto for HR Service Delivery (HRSD), which installs ServiceNow Otto for Talent Development and AI Agents for Talent.
Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI.
Use AI agents to automate the process for creating a job requisition from the Virtual Agent chat window by using the inputs from your hiring managers.
</td></tr><tr><td>
Australia
</td><td>
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.
As an admin, create reusable feedback templates using the Platform Surveys tool allowing managers to select and preview templates when requesting feedback, and help them quickly view a summarized snapshot of a reportee’s recent feedback with easy navigation to the feedback page in Manager Hub for detailed insights.
The Generate onboarding ramp-up plan workflow has been enhanced to create more relevant and personalized ramp-up plans for new hires. The workflow now recommends additional Journey services (catalogs and order guides) based on previously completed journeys and services requested by peers in similar roles. Managers can review these recommendations in Now Assist Virtual Agent and add new services through a conversational experience.
</td></tr></tbody> </table>## Changes
Between your current release family and Australia, some changes were made to existing ServiceNow Otto for HR Service Delivery (HRSD) features.
<table class=“custom-rows”><thead><tr><th class=“filter”>
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Xanadu
</td><td>
No updates for this release.
</td></tr><tr><td>
Yokohama
</td><td>
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.
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.
Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
-
Flow name
The Resolve noncritical HR cases flow has been renamed to Resolve HR cases flow.
</td></tr><tr><td>
Zurich
</td><td>
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.
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.
The resolve HR cases agentic workflow has been broken down into three agentic flows:
- [Predict service and transfer HR cases](https://www.servicenow.com/docs/access?context=predict-transfer-hrcase&family=zurich&ft:locale=en-US) - [Resolve noncritical HR cases](https://www.servicenow.com/docs/access?context=employee-issue-resolver-na&family=zurich&ft:locale=en-US) - [Resolve critical HR case](https://www.servicenow.com/docs/access?context=employee-issue-resolve-critical&family=zurich&ft:locale=en-US)
The resolve noncritical HR cases workflow has been renamed to the resolve HR cases workflow.
-
Coral theme
Coral 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.
</td></tr><tr><td>
Australia
</td><td>
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.
</td></tr></tbody> </table>## Removed
Between your current release family and Australia, some ServiceNow Otto for HR Service Delivery (HRSD) 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>
Xanadu
</td><td>
No updates for this release.
</td></tr><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></tbody> </table>## Deprecations
Between your current release family and Australia, some ServiceNow Otto for HR Service Delivery (HRSD) 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>
Xanadu
</td><td>
No updates for this release.
</td></tr><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></tbody> </table>## Activation information
Review information on how to activate ServiceNow Otto for HR Service Delivery (HRSD).
<table class=“custom-rows”><thead><tr><th class=“filter”>
Release
</th><th>
Release notes
</th></tr></thead><tbody><tr><td>
Xanadu
</td><td>
No updates for this release.
</td></tr><tr><td>
Yokohama
</td><td>
-
Activation information
Install ServiceNow Otto for HRSD by requesting it from 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.
Important: ServiceNow Otto for HRSD is available in the ServiceNow Store. For details, see the “Activation information” section of these release notes.
</td></tr><tr><td>
Zurich
</td><td>
-
Activation information
Install ServiceNow Otto for HRSD 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.
Important: ServiceNow Otto for HRSD is available in the ServiceNow Store. For details, see the “Activation information” section of these release notes.
</td></tr><tr><td>
Australia
</td><td>
-
Activation information
Install ServiceNow Otto for HRSD 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.
Important: ServiceNow Otto for HRSD is available in the ServiceNow Store. For details, see the “Activation information” section of these release notes.
</td></tr></tbody> </table>## Additional requirements
If any additional requirements were introduced or changed for ServiceNow Otto for HR Service Delivery (HRSD) 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>
Xanadu
</td><td>
No updates for this release.
</td></tr><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></tbody> </table>## Browser requirements
If any specific browser requirements were introduced or changed for ServiceNow Otto for HR Service Delivery (HRSD) 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>
Xanadu
</td><td>
No updates for this release.
</td></tr><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></tbody> </table>## Accessibility information
Review details on accessibility information for ServiceNow Otto for HR Service Delivery (HRSD), 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>
Xanadu
</td><td>
No updates for this release.
</td></tr><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></tbody> </table>## Localization information
If there are specific localization considerations for ServiceNow Otto for HR Service Delivery (HRSD) 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>
Xanadu
</td><td>
No updates for this release.
</td></tr><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></tbody> </table>## Highlight information
If there are specific highlight considerations for ServiceNow Otto for HR Service Delivery (HRSD) 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>
Xanadu
</td><td>
No updates for this release.
</td></tr><tr><td>
Yokohama
</td><td>
-
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.
Yokohama Patch 6
-
Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
-
Create a copy of the KB generation skill to create custom templates.
-
View the list of sources that are used to generate an email reply recommendation.
-
Select citations to view the source articles and industry research from Galileo AI Assistant for HR.
-
Leverage an AI agent to generate a step-wise fulfillment plan for an HR case from both Core UI and Agent Workspace for HR Case Management.
-
Make career conversations easy to create and track using the growth conversations agentic workflow.
Yokohama Patch 3
-
Automate the resolution of routine employee inquiries by using the Resolve noncritical HR cases agentic workflow.
-
Receive research-backed responses to HR management queries that are sourced from both internal knowledge bases and The Josh Bersin content library.
-
Use the new Growth & Performance AI agents to streamline your employee growth discussions in Career Conversations.
Yokohama Patch 1: Improve agent productivity by managing long-running cases with the Triage cases AI agent.
Yokohama Early Availability
-
Use the new Virtual Agent topics to place employee requests in the Human Capital Management (HCM) system.
-
Use Knowledge Graph to create personalized knowledge models in the form of Knowledge Graph schemas.
-
Create Journey Accelerator plans by using ServiceNow Otto for HRSD in Journey designer.
See ServiceNow Otto for HR Service Delivery (HRSD) for more information.
</td></tr><tr><td>
Zurich
</td><td>
-
Review an ER interview summary quickly by using the ER interview summarization skill from both Core UI and Agent Workspace for HR Case Management.
-
Streamline the interview scheduling process using the self-scheduling mechanism within the schedule interviews agentic workflow.
-
Preserve institutional knowledge during employee offboarding with AI agents that automate document discovery, organize content by category, and guide managers and employees through the transfer process.
-
View additional journey services (catalogs and order guides) recommended based on previous journeys and peer requests.
-
As a manager, review recommendations in Now Assist in Virtual Agent and add new tasks through a conversational interface.
-
As an admin, create reusable feedback templates using the ServiceNow AI Platform Surveys tool.
-
As a manager, select and preview feedback templates when requesting feedback.
-
As a manager, review a summarized view of an employee’s recent feedback on the feedback page in Manager Hub.
-
Review changes to Now Assist usage measurement.
-
Use AI voice agents to enable employees to use self-service tools and create HR cases over the phone.
-
Use AI agents to predict the relevant HR service for an HR case and automatically transfer the case to the predicted HR service.
-
Use AI agents to analyze criticality of an HR case and use existing knowledge articles and catalog items for resolving a noncritical case.
-
Use AI agents to assist with processing tuition reimbursement requests based on submitted course information and company policies found in knowledge articles.
-
Leverage AI agents to generate fulfillment plans for critical HR cases from both Core UI and Agent Workspace for HR Case Management.
-
Review ER case context quickly by using the ER case summarization skill from both Core UI and Agent Workspace for HR Case Management.
-
Implement security in Now Assist AI agents with access control lists (ACLs).
-
Use AI agents to place requests to the Human Capital Management (HCM) system.
-
Leverage an AI agent to generate a fulfillment plan in a series of steps for an HR case from both Core UI and Agent Workspace for HR Case Management.
-
Leverage AI agents to collect the necessary inputs from recruiters and schedule interviews seamlessly.
-
Simplify employee onboarding with AI agents that gather inputs, structure tasks, enable manager review, and deliver personalized onboarding plans.
Zurich Early Availability
-
Use Google Gemini and Anthropic Claude on AWS as AI model providers for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI.
See ServiceNow Otto for HR Service Delivery (HRSD) for more information.
</td></tr><tr><td>
Australia
</td><td>
-
As a manager, review recommendations in Now Assist in Virtual Agent and add new tasks through a conversational interface.
-
As an admin, create reusable feedback templates using the ServiceNow AI Platform Surveys tool.
-
As a manager, select and preview feedback templates when requesting feedback.
-
As a manager, review a summarized view of an employee’s recent feedback on the feedback page in Manager Hub.
Australia Patch 0
-
View additional journey services (catalogs and order guides) recommended based on previous journeys and peer requests.
See ServiceNow Otto for HR Service Delivery (HRSD) for more information.
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