Now Assist for Order Management release notes

  • Release version: Yokohama
  • Updated January 14, 2026
  • 3 minutes to read
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    Summary of Now Assist for Order Management Release Notes

    Now Assist for Order Management is a new application introduced in the Yokohama release that integrates platform AI capabilities into Sales Customer Relationship Management (Sales CRM). It enhances order management by enabling B2B customers to autonomously submit order cases via natural language through a virtual assistant on the Business Portal, streamlining order handling and improving productivity.

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    Key Features

    • Manage Order Operations Agent: Can be activated in the Business Portal to allow customers to create order cases using chat or voice, facilitating quick and intelligent categorization of requests such as expedited delivery and reducing manual case creation.
    • Order Summarization: Provides a unified, real-time summary of complex orders including products, services, and fulfillment tasks. This helps agents respond accurately to customer queries, track order changes, monitor at-risk tasks, assign priorities, and improve communication among suppliers and partners.
    • AI Agent Configuration: Access control lists (ACLs) can be configured in AI Agent Studio to control who can discover and trigger AI agents and agentic workflows, specifying whether they act as dynamic users or AI users and their availability to authenticated or public users.

    Changes in Yokohama Patch 11

    • Transitioned Now Assist usage measurement to a 365-day burn-down model resetting at the contract anniversary date for more accurate tracking.
    • Certain Now Assist skills are now enabled by default for new installations, and unconfigured skills are automatically enabled during upgrades, improving out-of-the-box functionality.

    Activation and Related Applications

    Now Assist for Order Management is available for installation from the ServiceNow Store via the Application Manager. It complements other Now Assist offerings such as:

    • Now Assist: Enhances overall organizational productivity with AI-powered self-service and search capabilities.
    • Now Assist Admin Console: Simplifies setup, configuration, and monitoring of Now Assist applications.
    • Now Assist Panel: Provides conversational summarization within the CSM Configurable Workspace to quickly understand chats, cases, or resolution notes.
    • Now Assist Skills: Offers AI-driven functionalities tailored to various workflows, including summarization and code generation.

    The ServiceNow® Now Assist for Order Management application brings platform AI capabilities to Sales Customer Relationship Management. Now Assist for Order Management is a new application in the Yokohama release.

    Now Assist for Order Management highlights for the Yokohama release

    Yokohama Patch 11
    • Review changes to Now Assist usage measurement.
    • Enable business-to-business (B2B) customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language using the manage order operations agent.
    • Summarize complex orders across products, services, and fulfillment tasks, enabling agents to quickly understand status, take the right actions, and avoid navigating fragmented views to make next steps easier and improving productivity.

    See Now Assist for Order Management for more information.

    Important:
    Now Assist for Order Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Now Assist for Order Management features

    Enable the manage order operations agent in the Business Portal
    Activate the manage order operations agent so that you can make it available to your customers on the Business Portal.
    Request order changes using Now Assist
    Use the manage order operations agent to provide a seamless experience to your customers on the Business Portal, enabling them to create order cases using a virtual assistant effortlessly. The AI agent can intelligently categorize requests for expedited delivery by creating order-related cases linked directly to the specific order, significantly reducing manual case creation and speeding up resolution times. Interaction channels include chat and voice options.
    Summarize an order using Summarization for Order Management
    Generate a summary of a complex order for a unified view of the order's current state to:
    • Respond confidently to customer queries with accurate, real-time order status.
    • Track changes and validate details to maintain consistency and transparency.
    • Minimize errors and improve communication across suppliers and partners.
    • Monitor tasks that are at risk of missing deadlines.
    • Assign tasks to appropriate resources based on priority and skill.
    • Make rapid prioritization decisions to prevent delays and help ensure timely fulfilment.

    Changed in this release

    Yokohama Patch 11
    Changes to Now Assist usage measurement
    Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
    Some Now Assist skills are turned on by default
    The new default behavior works as follows:
    • New customers: When you install a Now Assist product, designated skills are turned on automatically.
    • Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
    Configure ACLs for AI agents and agentic workflows
    Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.

    Activation information

    Request the Now Assist for Order Management application from the ServiceNow Store and install it using the Application Manager. For more information, see Install a ServiceNow Store application.

    Related ServiceNow applications and features

    Now Assist
    Help improve the productivity and efficiency in your organization, deliver better self-service, recommend actions, provide answers, and empower your users to search more effectively.
    Now Assist Admin console
    Use the Now Assist Admin console to provide you with quick and effortless access to the important information that you need to set up, configure, and monitor Now Assist applications and features.
    Now Assist panel
    Use this conversational interface in the CSM Configurable Workspace to summarize a chat, a case, or resolution notes so that you can get the context of this information more quickly.
    Now Assist skills
    Use the Now Assist products to provide agentic AI skills to meet the needs of users in different workflows, including case or incident summarization, chat summarization, resolution notes generation, and code generation.