Using ServiceNow Otto for Order Management
Use agents in an agentic workflow or as standalone agents to achieve specific automated outcomes.
Enhancing agent productivity in Order Management workflows
- Order summarization
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Use ServiceNow Otto for Order Management to summarize complex orders across products, services, and fulfillment tasks, enabling you to quickly understand status, take the right actions, and avoid navigating fragmented views to make next steps easier and improving productivity. For more information, see Summarize an order using Summarization for Order Management.
- Bulk order updates
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Manage order updates, such as applying bulk changes to order line items, removing order lines, or creating an order case, without navigating between individual records. For more information, see Manage order updates with ServiceNow Otto.
Managing order cases using ServiceNow Otto
Managing invoice cases using ServiceNow Otto
ServiceNow Otto for Order Management includes the invoice dispute assist agentic workflow. Billing specialists can invoke the invoice dispute assist agentic workflow from the ServiceNow Otto panel to review the invoice case, validate the dispute, view similar cases, and complete resolution actions using a guided experience. Using an agentic workflow helps reduce manual investigation, improves consistency, and helps agents resolve invoice disputes efficiently while keeping customers informed throughout the process. For more information, see Resolve invoice disputes using agentic workflow.
Email notifications are sent to the customer when an invoice case is created or closed, but only for cases initiated through the ServiceNow Otto Virtual Agent in the Business Portal. Notifications are triggered for the following closure outcomes: Credit note issued or replacement order placed. Case closure can be performed either by the customer using the ServiceNow Otto Virtual Agent in the Business Portal, or by a billing specialist from the ServiceNow Otto in the CSM/FSM Configurable Workspace.