--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-australia-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3ba bundleId : - delta3ba --- # Combined Customer self-service for Sales Customer Relationship Management release notes for upgrades from Australia to Brazil # Combined Customer self-service for Sales Customer Relationship Management release notes for upgrades from Australia to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 11 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 Combined Customer self-service for Sales Customer Relationship Management release notes for upgrades from Australia to Brazil This consolidated release notes document covers updates and changes for Customer self-service in Sales Customer Relationship Management (CSM) between the Australia and Brazil ServiceNow releases. It is designed to help ServiceNow customers prepare for their upgrade by summarizing new features, changes, activation instructions, and important considerations across these releases. Show full answer Show less ## New Features Several enhancements have been introduced to improve customer self-service capabilities, AI assistance, and integration options: * **Invoice and Order Case Management:** Customers can now upload delivery notes to support quantity dispute validation, resume and submit invoice cases in draft form, and view detailed invoice lines contextualized by how the case was created. * **AI-Powered Virtual Assistants:** Both chat and voice assistants enable customers to report invoice disputes and order exceptions naturally, with AI validating details, issuing credit notes or replacement orders, or escalating to live agents with full context transfer. * **Automated Communications:** Automated email notifications keep customers informed at key stages of order and invoice case lifecycles, including creation, resolution, and next steps. * **Business Portal Enhancements:** Customers can view invoices, contracts, entitlements, and track invoice disputes directly on the Business Portal, reducing support inquiries and increasing transparency. * **Sales Cart APIs (Brazil release):** Enable external systems and third-party portals to create, update, and submit sales carts and orders programmatically, supporting both B2B and B2C consumers with currency, pricing, billing account, and payment profile support at the line-item level. ## Changes * Order exception requests for quantity, shipping location, and expedited delivery can now be submitted through chat and voice assistants, with scripted extension points allowing integration with inventory and ERP systems for validation. * Live agents receive AI-generated chat summaries and customer context automatically when taking over from virtual assistants, improving agent efficiency. * Order line quantity validation has been enhanced to better support invoice dispute auto-approval when product data is incomplete. * Sales Cart API responses now include order numbers alongside order IDs to streamline downstream processing. * Product offering eligibility is validated at the cart creation stage to prevent ineligible items from being ordered, with detailed feedback on invalid items. ## Removals and Deprecations No features or functionality were removed or deprecated between Australia and Brazil releases for Customer self-service for Sales CSM. ## Activation and Additional Requirements * The Business Portal (snb2bportal) installs automatically with the Customer Service Portal (sncsmportal), which must be requested from the ServiceNow Store. * Sales Cart REST APIs require the Billing Account Core and Order Management applications to enable full ordering, billing, and payment workflows. ## Localization and Accessibility The Business Portal supports multiple languages based on the active ServiceNow language pack, including right-to-left languages like Arabic and Hebrew. No new accessibility updates were noted. ## Practical Benefits for ServiceNow Customers * **Enhanced self-service:** Empower customers to manage orders and invoices independently through AI-assisted, multi-channel interactions, reducing support workload. * **Improved dispute resolution:** AI-powered automation accelerates validation and resolution of quantity disputes while escalating complex cases with full context to agents. * **Seamless integration:** Use Sales Cart APIs to extend ordering capabilities beyond the Business Portal, supporting external systems and both B2B and B2C consumers. * **Better communication:** Automated notifications keep customers updated, improving satisfaction and transparency. * **Streamlined agent experience:** AI-generated summaries and context handoff reduce agent onboarding time and improve service quality. Consolidated page of all release notes for Customer self-service for Sales Customer Relationship Management from Australia to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Customer self-service for Sales Customer Relationship Management release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Australia to Brazil. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Customer self-service for Sales Customer Relationship Management to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-customerselfserviceforsalescustomerrelationshipmanagement-summary__entry__2} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Customer self-service for Sales Customer Relationship Management. {#dfrn3-customerselfserviceforsalescustomerrelationshipmanagement-summary__entry__8} | Release | Release notes | |-|-| | Australia | [Delivery note upload for quantity dispute validation](https://www.servicenow.com/docs/access?context=dispute-invoice-issues-now-assist&family=australia&ft:locale=en-US) : Provide customers an option to upload a delivery note during invoice case creation so that the invoice dispute intake assistant AI agent can instantly validate quantity disputes and resolve the issue without human intervention. [Automated email notifications for order cases](https://www.servicenow.com/docs/access?context=order-case-email-notifications&family=australia&ft:locale=en-US) : Keep your customers informed by sending automated emails when the manage order operations AI agent opens an order case from a Business Portal chat conversation and when the case is closed with a successful resolution. The closure email includes the resolution details, and the quote details when a quote was generated for the case. Order cases that are created through the voice channel don't trigger email notifications. [Resume and submit invoice cases in draft state](https://www.servicenow.com/docs/access?context=resume-invoice-case-creation&family=australia&ft:locale=en-US) : Enable customers to resume working on an invoice case that they couldn't finish submitting in a previous session. They can use the Process tab on the Standard Ticket page to continue editing invoice case and invoice case line disputes, then submit for further processing. [Context-aware invoice case line list view](https://www.servicenow.com/docs/access?context=invoice-case-header-list-view&family=australia&ft:locale=en-US) : Enable customers to review invoice case line details that are relevant to how their case was created. The Business Portal displays request source-aware columns in the invoice case line list view, showing specific details when a case is raised for a single invoice or when it spans multiple invoices. [AI-powered invoice case management for customers](https://www.servicenow.com/docs/access?context=dispute-invoice-issues-now-assist&family=australia&ft:locale=en-US) : Enable customers to report invoice disputes through an AI-powered virtual assistant on the Business Portal. Customers can describe quantity-related discrepancies through natural conversation. The assistant validates details, creates cases, and autonomously resolves eligible disputes by issuing credit notes or replacement orders or connecting customers with a human agent when needed. Interaction channels include chat and voice options. [Invoice dispute intake with voice assistant](https://www.servicenow.com/docs/access?context=now-assist-invoice-mgmt-voice-aiagent&family=australia&ft:locale=en-US) : Enable customers to report quantity-related invoice disputes using voice commands through an AI-powered voice assistant on the Business Portal. Customers can describe discrepancies through natural speech and the assistant captures dispute details to create invoice cases or connects customers with a human agent. [Human agent handoff with context transfer](https://www.servicenow.com/docs/access?context=resolve-invoice-case-now-assist-agent&family=australia&ft:locale=en-US) : Help customers to escalate complex disputes seamlessly to a live agent. The full conversation context, including invoice details, dispute reason, and prior AI actions are transferred to the CSM/FSM Configurable Workspace, enabling live agents to continue without asking customers to repeat information. [Now Assist for invoice case resolution](https://www.servicenow.com/docs/access?context=resolve-invoice-case-now-assist-agent&family=australia&ft:locale=en-US) : Help accelerate invoice dispute resolution by surfacing similar cases and common resolution patterns in the Now Assist panel. Agents can request help with an invoice case to view how similar disputes were resolved, reducing research time and improving consistency. [Automated email notifications for invoice cases](https://www.servicenow.com/docs/access?context=now-assist-order-management-using&family=australia&ft:locale=en-US) : Keep customers informed with automated email notifications at key points in the invoice case life cycle, including case creation confirmation, resolution details with credit note or replacement order information, and the next steps for cases requiring human review. [Invoice management on Business Portal](https://www.servicenow.com/docs/access?context=view-invoices-business-portal&family=australia&ft:locale=en-US) : Enable your customers to view invoices and invoice line details directly on the Business Portal, providing transparency into quantity, billing location, shipping location, and sold product information. [Invoice case creation through playbook experience](https://www.servicenow.com/docs/access?context=order-mgt-business-portal&family=australia&ft:locale=en-US) : Provide self-service capability to your customers to create invoice dispute cases directly from the Business Portal for quantity, pricing, or date discrepancies using a guided self-service experience, supporting both single invoice and multiple invoice scenarios. [Invoice case management on Business Portal](https://www.servicenow.com/docs/access?context=view-invoice-cases-business-portal&family=australia&ft:locale=en-US) : Enable your customers to view and track invoice cases on the Business Portal, reducing support inquiries and keeping them informed on dispute resolution progress. | | Brazil | [Sales Cart APIs for external ordering systems](https://www.servicenow.com/docs/access?context=sales-cart-external-integration&family=brazil&ft:locale=en-US) : Create and manage sales carts from third-party consumer portals, partner portals, and headless ordering applications by using the Sales Cart REST API. External systems can create and retrieve carts, add or update line items, delete carts or top-level line items, and submit validated carts to create orders without relying on the Business Portal user interface. Carts created externally use the same records and cart-processing logic as carts created in the Business Portal. [Digital ordering support for B2C consumers](https://www.servicenow.com/docs/access?context=sales-cart-external-integration&family=brazil&ft:locale=en-US) : Extend digital ordering to B2C consumers by enabling authenticated consumers, in addition to account-and-contact customers (B2B users), to build and submit carts through external ordering experiences. Consumer carts derive the currency from the consumer's country, resolve the price list from that currency, and use address information from the consumer record. [Billing account and payment profile support](https://www.servicenow.com/docs/access?context=sales-cart-external-integration&family=brazil&ft:locale=en-US) : Complete orders with line-level billing information by assigning a billing account and payment profile to each cart line item. Different lines in the same cart can use different billing accounts, and both values carry to the corresponding order line items when the cart is submitted, eliminating manual re-entry for downstream billing. [View contracts and entitlements on the Business Portal](https://www.servicenow.com/docs/access?context=contracts-entitlements-self-service&family=brazil&ft:locale=en-US) : View and access contracts and entitlements associated with your accounts on the Business Portal. Access contract and entitlement details including contract numbers, pricing details, dates, and contract line items. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Customer self-service for Sales Customer Relationship Management features. {#dfrn3-customerselfserviceforsalescustomerrelationshipmanagement-summary__entry__14} | Release | Release notes | |-|-| | Australia | [Order exception support for quantity and shipping location requests](https://www.servicenow.com/docs/access?context=request-order-changes-now-assist&family=australia&ft:locale=en-US) : Enable customers to request quantity changes and shipping location updates for existing orders, in addition to expedited delivery, through the chat assistant on the Business Portal. [Voice assistant intake for order exception requests](https://www.servicenow.com/docs/access?context=now-assist-order-mgmt-voice-aiagent&family=australia&ft:locale=en-US) : Enable customers to submit expedite, quantity, and shipping location requests through the voice assistant. The voice assistant captures the request and creates an order case for the order case agent to resolve it in the CRM Workspace. [Scripted extension points for order exception checks and quote thresholds](https://www.servicenow.com/docs/access?context=create-atp-api-call&family=australia&ft:locale=en-US) : Provide administrators pluggable scripted extension points so they can integrate the chat assistant with their inventory, ERP, and quote systems for delivery availability, quantity validation, shipping location validation, and quote threshold evaluation. [Consolidated extension point for order exception feasibility checks](https://www.servicenow.com/docs/access?context=create-atp-api-call&family=australia&ft:locale=en-US) : Provide a single scripted extension point (sn_ord_ops_aias.orderExceptionCheckEP) for the manage order operations chat assistant to validate delivery availability, quantity, and shipping location feasibility for order exception requests. This extension point replaces sn_ord_ops_aias.orderExpeditionCheckEP, which previously handled only available-to-promise (ATP) checks for expedited delivery. [Account and contact populated on interaction records for order exception chats](https://www.servicenow.com/docs/access?context=view-interactions-on-order-case&family=australia&ft:locale=en-US) : Provide live agents with the customer's account and contact details on the interaction record when an order exception chat is handed off from the Business Portal. The Account and Contact fields are auto-populated on the interaction record during the virtual assistant conversation, so the live agent immediately sees the customer context, and the chat summarization feature can summarize the conversation by using those details. [AI-generated chat summary for live agent handoff](https://www.servicenow.com/docs/access?context=resolve-invoice-case-now-assist-agent&family=australia&ft:locale=en-US) : Provide human agents with an AI-generated summary of the customer's prior virtual assistant conversation at the point of live agent handoff, replacing the full conversation history to accelerate context understanding and improve agent productivity. [Order line quantity validation for invoice disputes](https://www.servicenow.com/docs/access?context=configure-invoice-quantity-check-ep&family=australia&ft:locale=en-US) : Provide the invoice dispute support assistant AI with an additional validation source for quantity disputes by checking order line quantities when sold product records are unavailable, supporting scenarios such as new orders, non-serialized products, and consumable services. The assistant auto-approves eligible disputes and escalates to a human agent only when order data is ambiguous or missing. [Chat recommendations and quick actions in Active Chat](https://www.servicenow.com/docs/access?context=resolve-invoice-case-now-assist-agent&family=australia&ft:locale=en-US) : Enable live agents to generate AI-recommended responses in Active Chat within the CSM/FSM Configurable Workspace, then review, optionally edit, and insert the response into the conversation. Agents can also use quick actions to perform common tasks such as creating cases, searching knowledge articles, summarizing chat conversations, and transferring chats directly from the Active Chat interface. | | Brazil | [Order number in the submit order response](https://www.servicenow.com/docs/access?context=sales_cart-POST-submitorder&family=brazil&ft:locale=en-US) : Reference a new order in downstream systems without a follow-up call to retrieve its number. Previously, the /sn_sales_cart/sales_cart/{cart_id}/submitOrder response returned only the order ID, so external ordering systems had to query the order record separately to obtain the order number. Now, the response returns the order number alongside the order ID. [Product offering eligibility validation when creating a cart](https://www.servicenow.com/docs/access?context=sales_cart-POST-create&family=brazil&ft:locale=en-US) : Prevent ineligible product offerings from reaching order submission by validating them as the cart is created. * Previously, any product offering could be added to a cart regardless of eligibility, and the resulting issues surfaced only after the order was submitted. Now, the product offerings on a cart are validated against the configured eligibility rules, and the cart isn't created when any of them is ineligible. * Previously, the response gave no indication of which product offerings caused a failure. Now, the response identifies each ineligible product offering so that you can resolve it before retrying. | [ ] ## Removed Between your current release family and Brazil, some Customer self-service for Sales Customer Relationship Management features or functionality were removed. {#dfrn3-customerselfserviceforsalescustomerrelationshipmanagement-summary__entry__20} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Customer self-service for Sales Customer Relationship Management features or functionality were deprecated. {#dfrn3-customerselfserviceforsalescustomerrelationshipmanagement-summary__entry__26} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Customer self-service for Sales Customer Relationship Management. {#dfrn3-customerselfserviceforsalescustomerrelationshipmanagement-summary__entry__32} | Release | Release notes | |-|-| | Australia | Activation information : The Business Portal application (sn_b2b_portal) is automatically installed when you install the Customer Service Portal (sn_csm_portal). Install the Customer Service Portal by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/access?context=sn-store-release-notes&family=australia&ft:locale=en-US). Important: Business Portal is included with Customer Service Portal, which is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Brazil | Activation information : The Business Portal application (sn_b2b_portal) is automatically installed when you install the Customer Service Portal (sn_csm_portal). Install the Customer Service Portal by requesting it from the [ServiceNow Store](https://store.servicenow.com/store). For activation and configuration information, see [Business Portal](https://www.servicenow.com/docs/access?context=order-management-configure-business-portal&family=brazil&ft:locale=en-US). | [ ] ## Additional requirements If any additional requirements were introduced or changed for Customer self-service for Sales Customer Relationship Management we have noted them here. {#dfrn3-customerselfserviceforsalescustomerrelationshipmanagement-summary__entry__38} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Additional requirements : Sales Cart REST APIs require the Billing Account Core (sn_billing_account) and Order Management (sn_ind_tmt_orm) applications for supporting end-to-end ordering, billing, and payment flows. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Customer self-service for Sales Customer Relationship Management we have noted them here. {#dfrn3-customerselfserviceforsalescustomerrelationshipmanagement-summary__entry__44} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Customer self-service for Sales Customer Relationship Management, such as specific requirements or compliance levels. {#dfrn3-customerselfserviceforsalescustomerrelationshipmanagement-summary__entry__50} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Customer self-service for Sales Customer Relationship Management we have noted them here. {#dfrn3-customerselfserviceforsalescustomerrelationshipmanagement-summary__entry__56} | Release | Release notes | |-|-| | Australia | No updates for this release. | | Brazil | Localization information : Business Portal text is displayed in the language set for the active ServiceNow language pack, including Japanese, with right-to-left rendering support for locales such as Arabic and Hebrew. Language packs are installed automatically when the corresponding ServiceNow base system language plugin is active. | [ ] ## Highlight information If there are specific highlight considerations for Customer self-service for Sales Customer Relationship Management we have noted them here. {#dfrn3-customerselfserviceforsalescustomerrelationshipmanagement-summary__entry__62} | Release | Release notes | |-|-| | Australia | [Australia Patch 3](https://www.servicenow.com/docs/access?context=australia-patch-3&family=australia&ft:locale=en-US) * Enable business-to-business (B2B) customers to request quantity changes and shipping location updates for their existing orders, in addition to expedited delivery, through AI-powered chat and voice assistants. * Provide customers with an automatically generated quote when a quantity-change request exceeds the configured price threshold. * Provide customers an option to upload a delivery note during invoice case creation so that the invoice dispute intake assistant AI agent can instantly validate quantity disputes. [Australia Patch 2](https://www.servicenow.com/docs/access?context=australia-patch-2&family=australia&ft:locale=en-US) * Enable customers to resume and submit invoice cases in draft state. * Review invoice case line details that are relevant to how your case was created. [Australia Patch 1](https://www.servicenow.com/docs/access?context=australia-patch-1&family=australia&ft:locale=en-US) * Enable customers to create invoice dispute cases through AI-powered chat and voice assistants that guide them through conversational dispute intake on the Business Portal. * Provide uninterrupted handoff to human agents to support complex use cases, with full conversation context transferred to the CSM/FSM Configurable Workspace. Australia Early Availability * Enable customers to create invoice dispute cases for quantity, pricing, or date discrepancies through an intuitive playbook experience. * Enable customers to view invoices and invoice details directly from the Business Portal, providing transparency into billing information. * Provide customers with visibility into invoice case status, resolution steps, and associated invoice lines to track dispute progress. See [Self-service using Business Portal](https://www.servicenow.com/docs/access?context=som-self-service-business-portal&family=australia&ft:locale=en-US) for more information. | | Brazil | * Shorten the sales cycle and accelerate revenue by letting B2B customers browse, configure, and place orders independently. * Speed up quoting by letting customers request and review quotes directly in the Business Portal. * Reduce support costs by deflecting routine order and invoice questions to self-service and AI, escalating only complex cases to a human agent with full context. * Improve billing transparency and speed up dispute resolution by giving customers direct visibility into invoices and a trackable channel to raise disputes. * Extend self-service ordering beyond your portal by letting account contacts and consumers transact from third-party systems through the Sales Cart API. See [Self-service using Business Portal](https://www.servicenow.com/docs/access?context=som-self-service-business-portal&family=brazil&ft:locale=en-US) for more information. | [ ]