Now Assist: Across the Platform
Now Assist features expanded across ITSM, CSM, HRSD. Agent assist summaries, knowledge generation, and code generation are GA for most modules. Enablement is still opt-in per module.
Service Operations Workspace
The new unified console for ops teams combines incident, problem, change, and knowledge into one context. Replaces the older Agent Workspace for ops personas.
Flow Designer Enhancements
Error handling, subflow governance, and debugging were all improved. The debugger now shows inputs and outputs for every action in a run.
Deprecations to Plan For
Legacy Workflow Editor support is narrowing. UI16 has accessibility patches but Next Experience is where feature investment goes. Plan your UI strategy accordingly.
Upgrade Order
Sub-prod → Dev → Staging → Prod, with ATF pass at each stop. Budget 2–4 weeks for Washington depending on complexity. Don’t skip the upgrade tasks dashboard.