Now Assist for Order Management

  • Release version: Zurich
  • Updated November 6, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Now Assist for Order Management

    TheNow Assist for Order Managementapplication leverages generative AI to enhance productivity and efficiency for agents and customers managing complex orders. It simplifies workflows by summarizing intricate orders that include multiple products, services, and fulfillment tasks, enabling faster and more accurate decision-making along with improved customer responsiveness.

    Show full answer Show less

    Configuration

    Administrators with the appropriate roles can configure the Now Assist for Order Management application to enable generative AI capabilities within the Customer Service Management (CSM) and Field Service Management (FSM) Configurable Workspace and Business Portal. This setup allows agents to utilize AI-powered skills directly in their workflows.

    Usage

    Agents can use the AI features either as part of an agentic workflow or as standalone agents to automate specific tasks and outcomes related to order management. This flexibility supports a range of operational needs and helps streamline order processing.

    Important Considerations

    • Not all AI model providers and features are available in all regions or for all customers, especially those with in-country SKUs, in regulated markets, or hosted in restricted data centers (e.g., FedRAMP, NSC DOD IL5, Australia IRAP-Protected environments).
    • ServiceNow continuously updates model provider availability and feature access, so customers should monitor release notes and knowledge base articles for changes.
    • The AI functionality relies on data transfer from customer instances to centralized ServiceNow environments, which may involve third-party cloud providers following strict compliance and security policies.
    • ServiceNow collects input, output, and edit data from the application to improve AI models and technologies, with customers having the option to opt out of data collection.
    • Since AI predictions may not always be accurate or complete, customers should rigorously test outputs, apply human oversight, and avoid sole reliance on AI for critical decisions, particularly in high-impact domains such as healthcare, finance, legal, or security.
    • Use of this application is subject to ServiceNow’s AI Acceptable Use Policy.

    Support and Troubleshooting

    Customers can access support resources through the ServiceNow Community on AI and Intelligence, consult the Known Error Portal for documented issues, or contact Customer Service and Support for assistance.

    Use the ServiceNow® Now Assist for Order Management application to improve agent and customer productivity and efficiency in their respective workflows.

    Get started

    Important:
    • Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
    • Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.

    Troubleshoot and get help

    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.