Five new features in the Brazil release that enable sales and order teams to submit quotes faster, enter orders with less effort, and sell through more channels
Sales Customer Relationship Management (Sales CRM), formerly known as Sales and Order Management (SOM), covers the entire journey from lead and quote to order and renewal. The Brazil release introduces AI, subscription pricing, and new digital channels into this process.
Below are the five highlights with the highest business value, taken from the official release notes and ranked in descending order of impact. Features from earlier releases are not included.
1. An AI agent that captures orders for you
The new order-capture AI agent creates orders from finalized quotes, Excel attachments, and email documents. It assigns products using catalog AI search, extracts details from Zoom transcripts, and categorizes orders by delivery location. It can also reprocess orders and add line items using natural language.
Why this matters: Less manual data entry, fewer errors, and a faster path from a closed deal to a fulfilled order.
2. Subscription Changes, Renewals, and Integrated Pricing in Quotes
ServiceNow Quote Experience now supports upsells, downsells, end-date changes, product swaps, and regular, early, or automatic renewals—all within a single quote. Prices are calculated directly within the quote, with on-demand recalculation, volume and promotional discounts, as well as traceable manual discounts. Validation rules prevent invalid changes.
Why this matters: Recurring revenue is secured and expanded through a single, regulated process—with precise, consistent pricing.
3. Sales-Cart APIs for External Order Channels and B2C Consumers
External consumer and partner portals, as well as headless applications, can use the new Sales-Cart REST API to create shopping carts, manage items, and submit verified shopping carts as orders. Authenticated B2C consumers are supported, and each item can have its own billing account and payment profile.
Why this matters: Customers shop wherever they are, and orders are received in full—the billing department doesn’t have to re-enter any data.
4. Sales CRM Mobile with Offline Access and AI Insights
A new, dedicated mobile app provides sales representatives with a daily dashboard, access to accounts, contacts, leads, and opportunities, as well as offline functionality. ServiceNow Otto delivers AI summaries, closing probabilities, and conversational responses based on the displayed data record.
Why this matters: Sales teams stay productive in the field and prioritize their pipeline with AI support.
5. More Secure, Staged Product Launches in the Catalog
Product offerings can go through new “In Test” and “Staged” statuses prior to release and be released for different sales channels on different dates. Catalogs can also be generated in multiple languages, with a customizable display order for the offerings.
Why this matters: Teams can launch products securely, coordinate regional or channel-specific rollouts, and help sales representatives find the right offer faster.
Important before the upgrade
Several applications are being renamed in Brazil; for example, Lead to Cash Core becomes CRM Core, and Sales and Services API Core becomes CRM API Core. Orders, contracts, and sales agreements can now also be created for buyer organizations. Before planning the upgrade, check licensing and plugin requirements.
Conclusion
Brazil makes Sales CRM smarter and more connected: AI for order entry, quotes for the entire subscription lifecycle, open APIs for new channels, mobile selling, and more secure rollouts.
Talk to the experts. If you’d like to receive more insights like these or partner with us on your implementation, please contact us. We’re the experts in ServiceNow CRM implementations and can help you turn the Brazil release into tangible results for your business.
