---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Configuring the Manage Invoice Operations application

# Configuring the Manage Invoice Operations application {#ariaid-title1}

Release version: Australia  
Updated August 4, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Business-to-business (B2B) customers can submit invoice cases using ServiceNow Otto
Virtual Agent from the Business Portal. Interaction channels include chat and voice options. Billing specialists and agents can use the invoice dispute assist agentic workflow from the CSM/FSM Configurable Workspace to
resolve invoice cases.  
Before you can use the AI agents for managing order operations agent in the Business Portal:

* [Configure AI-assisted invoice dispute intake on the Business Portal](https://www.servicenow.com/docs/VJszhveSklgSXvJmZcIR9g "Activate and associate the invoice dispute intake assistant AI agent on the Business Portal so that your customers can submit invoice cases autonomously using ServiceNow Otto Virtual Agent.")
* [Configure the invoice quantity validation extension point](https://www.servicenow.com/docs/JfOYszEB6ljKMExqaxPP3A "Implement the invoice quantity check extension point to enable the invoice dispute intake assistant AI agent to validate a customer's quantity dispute claim by reconciling it with delivered quantity data from your Enterprise Resource Planning (ERP) or inventory system.")
* [Configure the invoice dispute resolution extension point](https://www.servicenow.com/docs/rOZH~nBj~FtsMSpTxTr45Q "Implement the invoice case resolution extension point to enable the invoice dispute intake assistant AI agent to resolve a validated quantity dispute by issuing a credit note or placing an order for the disputed quantity.")
* [Make the invoice dispute assist workflow available in the ServiceNow Otto panel](https://www.servicenow.com/docs/XBBjKsvC94Zq2rrmG9TBWw "Configure the invoice dispute assist agentic workflow in AI Agent Studio to make it available to agents in the ServiceNow Otto panel in the CSM/FSM Configurable Workspace.")
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Enable AI voice agent support on your phone channels by installing the ServiceNow Otto Voice \[sn_voice_aia\] plugin. For more information, see [Deploy AI voice agents](https://www.servicenow.com/docs/access?context=deploy-ai-agents-for-voice&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

Configure Chat Summarization to enable the AI summarization and recommendation features in Active Chat. For more information, see [Configure chat summarization](https://www.servicenow.com/docs/access?context=configure-chat-summarization-in-now-assist_0&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).