--- 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 --- # Self-service using Business Portal # Customer self-service for Sales Customer Relationship Management {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) 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 Customer self-service for Sales Customer Relationship Management The Business Portal in Sales Customer Relationship Management (CRM) enables your business-to-business (B2B) customers to independently create and manage orders, invoices, and requests for quotes (RFQs) through a secure, web-based self-service interface. Built on Customer Service Management, the portal streamlines the sales process by allowing customers to engage directly with product discovery, configuration, and order placement while integrating seamlessly with core CRM data and workflows. This reduces reliance on manual sales interactions, speeds up revenue generation, and provides access to knowledge articles, community forums, service catalogs, and chatbots. Show full answer Show less ## Key Features * **Order Management:** Customers can create and update orders autonomously via the portal, reducing sales cycle time. * **Quote Management:** Customers can request quotes, view quotes generated from RFQs or by sales agents, and accelerate pricing and proposal processes. * **Invoice Access and Disputes:** Customers have direct access to invoice and invoice line details, enabling easy billing tracking and discrepancy identification. They can also dispute specific invoice line items or multiple invoices through a self-service channel. * **AI-enabled Self-Service:** The ServiceNow Otto for Order Management introduces AI applications that allow customers to submit order and invoice cases using natural language or voice via the portal. These include the Manage Order Operations application and the Manage Invoice Operations application, which also supports finance agents with guided workflows to validate and resolve invoice disputes efficiently. * **Sales Agent Integration:** Sales agents manage orders, cases, and RFQs submitted through the portal from the CSM Configurable Workspace, handling quote reviews, price adjustments, and customer communications without using the portal directly. ## Benefits for ServiceNow Customers * Empowers B2B customers to self-serve on key sales activities, reducing dependency on customer service agents and accelerating order processing and revenue realization. * Improves customer experience with direct access to quotes, invoices, and dispute resolution tools. * Enhances operational efficiency by integrating AI-driven conversational and voice agents for autonomous case submissions. * Simplifies administration with easy portal management and plugin installation to enable new features. ## Next Steps for Customers To maximize the benefits of the Business Portal, explore resources on configuring and using the portal effectively, including: * Configuring the Business Portal * Using the Business Portal for self-service workflows in Sales CRM * Getting started guides for Business and Consumer Portal configuration * Reference materials and user role definitions for the Business Portal in Sales CRM Support your business-to-business (B2B) customers by enabling self-service capabilities through the Business Portal to create and manage orders, invoices, and requests for quotes. ## Business Portal overview {#som-self-service-business-portal__section_zdk_nbb_z2c} The Business Portal is a self‑service, customer‑facing web interface in Sales Customer Relationship Management that enables B2B customers to discover products, configure offerings, and place orders directly through a secure, web‑based experience. The portal complements internal sales workflows, enabling your customers to engage with the sales process independently while remaining fully integrated with core CRM data and processes. The Business Portal, which is based on Customer Service Management, streamlines order placement, reduces dependency on manual sales interactions, and accelerates revenue generation. It also provides integrated access to knowledge articles, community forums, service catalogs, and chatbots. ## Business Portal benefits {#som-self-service-business-portal__section_o1q_zdg_cfc} The Business Portal provides benefits for administrators and B2B customers. Administrators can easily manage and administer the portal and install plugins to enable new features. The following table lists the benefits for B2B customers. {#som-self-service-business-portal__table_scx_yvl_zfc__entry__2} | Benefit | Feature | |-|-| | Enable customers to place orders independently, reducing sales cycle time and accelerating revenue realization. | [Create orders from the Business Portal](https://www.servicenow.com/docs/E~d77fNMCNg11y1SRn3k3A "Browse products in a product catalog and create orders in Order Management.") | | Accelerate pricing and proposal turnaround by enabling customers to request quotes directly within the portal. | [Submit a request for quote from the Business Portal](https://www.servicenow.com/docs/3VDBImlwMpwAoVQG_o8nyg "Browse products and submit a request for quote (RFQ) based on your budget and pricing preferences for those products directly through the Business Portal, eliminating the need to engage a sales agent.") | | Enable customers to view quotes generated from requests for quotes (RFQs) or quotes created offline by a sales agent. | [View quotes from the Business Portal](https://www.servicenow.com/docs/gqntcp8Q1vRH040lhvuvBg "View quotes generated for your account directly from the Business Portal. The list includes quotes generated from requests for quotes (RFQs) submitted by you and quotes created offline by a sales agent via the CSM Configurable Workspace.") | | Reduce customer dependency on customer service agents for routine order inquiries or raising order issues such as quantity or address disputes. | [Request updates for one or more orders](https://www.servicenow.com/docs/yEixlJDHDPuDwnC55jkCAg "Request changes to the expected order fulfillment date and shipping location for one or more orders or to draw attention to an issue by creating an order case from the Business Portal.") [Request updates for items in a single order](https://www.servicenow.com/docs/3Ye78aw_4HLXCW72ePcl5Q "Request changes for the expected order fulfillment date, shipping location, or quantity for specific items in an order by creating an order case from the Business Portal.") | | Provide customers access to their invoice and invoice line details so they can track billing information and identify discrepancies. | [View invoices on the Business Portal](https://www.servicenow.com/docs/i3crF00gwbVFkn_lFKwtCA "Access your invoices and invoice line details from the Business Portal to track billing information and identify discrepancies.") | | Simplify invoice inquiries and dispute management through a direct, trackable self‑service support channel. | [Dispute a specific line item on an invoice against your account using the Business Portal](https://www.servicenow.com/docs/PCL4qgIPmsP0HAPYCjbtxQ "Challenge discrepancies in invoiced quantity, part number, billing location, or shipping location for a single invoice line item via the Business Portal using the playbook experience.") [Dispute multiple invoices against your account using the Business Portal](https://www.servicenow.com/docs/dKzJsmyQlA~JIv6nXNPJvA "Challenge discrepancies in billing or shipping locations that affect multiple invoices via the Business Portal using the playbook experience.") | [Table 1. Business Portal benefits for B2B customers] {#som-self-service-business-portal__table_scx_yvl_zfc} ## Generative and agentic AI applications for enabling customer self-service {#som-self-service-business-portal__section_m3j_th5_l3c} The ServiceNow Otto for Order Management includes the following applications that enable business-to-business (B2B) customers to submit order and invoice cases autonomously in simple conversational format from the Business Portal. Manage Order Operations : The Manage Order Operations application (com.sn_ord_ops_aias) includes the following AI agents: * Manage order operations AI agent: Enables B2B customers to submit order cases autonomously from the Business Portal using natural language. * Order exception AI voice agent: Enables B2B customers to submit order cases using voice calls. {#som-self-service-business-portal__ul_sqp_15t_bkc} Manage Invoice Operations : The Manage Invoice Operations application (com.sn_inv_ops_aias) includes the following AI agents and agentic workflow: * Invoice dispute intake assistant AI agent: Enables B2B customers to submit invoice dispute cases autonomously from the Business Portal using natural language. * Invoice dispute AI voice agent: Enables customers to submit invoice dispute cases using voice calls. * Invoice dispute assist agentic workflow: Enables finance agents to validate and resolve invoice disputes using a guided experience from the Now Assist panel in the CSM/FSM Configurable Workspace. Internally, it uses the invoice dispute support assistant AI agent to validate invoice information, trigger API calls to check quantity discrepancies and provide resolutions. {#som-self-service-business-portal__ul_tqp_15t_bkc} ## Business Portal and sales agents {#som-self-service-business-portal__section_jb1_rzh_yfc} Sales agents don't directly use the Business Portal, but work on orders, order cases, invoice cases, and RFQs submitted through the Business Portal from the CSM Configurable Workspace. Depending on the process for orders, order cases, invoice cases, and RFQs, the agents work on their assignments and work with the customers to provide resolution. For example, reviewing RFQs, converting RFQs to quotes, applying price adjustments, and returning the quote to the customer for approval. ## What to explore next {#som-self-service-business-portal__section_kc1_ycb_z2c} The following topics provide more information about configuring and using the Business Portal: * [Configuring the Business Portal](https://www.servicenow.com/docs/2vLoEFTGlGCCp~LMUwvkjw "Enable B2B customers to self-serve key processes such as order creation, order case management, invoice management, request for quote (RFQ) creation by configuring the Business Portal (sn_b2b_portal).") * [Using Business Portal for self-service workflows in Sales CRM](https://www.servicenow.com/docs/oJVXk1BZMCi1Jk_1zL0iBw "Business-to-business (B2B) customers can use the Business Portal to browse product catalogs, create orders, create and view order cases, manage invoice and invoice cases, and request for quotes.") * Getting started with the Business Portal: [Configure Business and Consumer Portal](https://www.servicenow.com/docs/access?context=configure-business-portal&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) * [Business Portal reference for Sales Customer Relationship Management](https://www.servicenow.com/docs/VHjM~7twRzMr1xrY1AEgYw "Reference topics provide additional information about the components such as roles and tables that are installed with various Business Portal plugins.") * [Using the Business Portal](https://www.servicenow.com/docs/access?context=use-the-business-portal&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) * [Business Portal user roles](https://www.servicenow.com/docs/access?context=r_BusinessPortalUserRoles&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) {#som-self-service-business-portal__ul_kry_1db_z2c}