Combined Customer Engagement Sequences release notes for upgrades from Yokohama to Australia

Consolidated page of all release notes for Customer Engagement Sequences from Yokohama to Australia.

How to use this page

To 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 Yokohama 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 Customer Engagement Sequences 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>

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>

• Upgrade information

If 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.

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

Between your current release family and Australia, new features were introduced for Customer Engagement Sequences.

<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>

• Multi-trigger sequences with decision branches for stages

Configure 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.

• Schedule call activity for telesales workflows

Design 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.

• Runtime permissions and fine-grained access control

Enforce runtime permissions to control access to sequence records such as sequence tasks and steps.

• Granular role framework

Assign 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.

• Review sequencesView sequences

Enable the sales operations teams to optimize and share the high-performing sequences across territories to promote best practices across the organization.

• No-code interface for admins to configure sequences

Configuring multi-step sequences that define specific activities using a no-code playbook experience reduces dependency on developers.

• Sequence tasks with predefined activities for agents

Predefined activities provide the following advantages to your agents:

-   Ensure consistent messaging and effective objection handling using clearly defined steps that dynamically adapt to customer responses.
-   Follow a repeatable, optimized process for engaging prospects or customers.
-   Avoid communications from sounding generic and improve engagement rates by customizing a prospect’s name, company, and other details.
-   Reduce the chance of missing a follow-up, promoting consistency in outreach and reduction in manual effort.

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

Australia

</td><td>

No updates for this release.

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

Between your current release family and Australia, some changes were made to existing Customer Engagement Sequences 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>

• 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>

No updates for this release.

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

Between your current release family and Australia, some Customer Engagement Sequences 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></tbody> </table>## Deprecations

Between your current release family and Australia, some Customer Engagement Sequences 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>

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 Customer Engagement Sequences.

<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 Customer Engagement Sequences 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: Customer Engagement Sequences 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 Customer Engagement Sequences 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: Customer Engagement Sequences 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 Customer Engagement Sequences 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></tbody> </table>## Browser requirements

If any specific browser requirements were introduced or changed for Customer Engagement Sequences 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></tbody> </table>## Accessibility information

Review details on accessibility information for Customer Engagement Sequences, 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>

• Accessibility information

  • Dark theme

The 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.

</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 Customer Engagement Sequences 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></tbody> </table>## Highlight information

If there are specific highlight considerations for Customer Engagement Sequences 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>

• Design sequences to initiate workflows from multiple record-based events, with outcome-based decision nodes between stages, and runtime permissions.

• Control access to various features and capabilities using the new granular roles.

• Enable click-to-call for agents by configuring the Schedule Call activity and integrating with platforms such as Amazon Connect.

• Automate and personalize customer journeys with a no-code playbook interface and guided task flows.

• Drive high-impact telesales scenarios such as product surveys, lead qualification, and proactive engagement campaigns.

See Customer Engagement Sequences for more information.

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

Australia

</td><td>

• Enable click-to-call for agents using the new Schedule call activity that supports runtime outbound calling from sequence tasks.

See Customer Engagement Sequences for more information.

</td></tr></tbody> </table>Parent Topic:Products combined by family