Combined Customer self-service for Sales Customer Relationship Management release notes for upgrades from Xanadu to Australia

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 Xanadu to Australia.

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 Australia

Before you upgrade to Australia, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	The new order checkout experience and improved cart capabilities are delivered through a new Sales Cart plugin (sn_sales_cart). As an admin, you must perform the Post-upgrade order migration to continue providing a seamless experience for your customers. Failing to perform the upgrade steps can result in your customers losing products added to their carts.
Australia	No updates for this release.

New features

Between your current release family and Australia, new features were introduced for Customer self-service for Sales Customer Relationship Management.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	Customer-initiated RFQs Request quotes for products and services without relying on manual outreach. The RFQ feature in the Business Portal streamlines the quoting process by enabling customers to: Submit quote requests from within their portal experience Specify the overall budget and cumulative target price for each top-level product Track RFQ status and quotes in real time Accelerate sales response time with seamless quote-to-order conversion Generate quotes from RFQs View all RFQs submitted through the Business Portal in the CSM/FSM Configurable Workspace, eliminating the need for managing and tracking them offline. Convert RFQs into quotes with a single action, accelerating the quote-to-order process, improving turnaround times, and enabling scalable quote management. Create orders from the Business Portal Deploying the Sales Cart plugin provides the following advantages to your B2B customers when they order products using the Business Portal: Preserve products and configurations added to the cart across sessions and devices so customers can review or update their selections without placing an order. They don't have to start their shopping process all over again if they get interrupted, leave the site, or decide to come back later. Enable better collaboration and decision making by downloading a cart summary in PDF format and reviewing products to be purchased and terms and conditions with business stakeholders. Sign the acknowledgment section and share the cart summary PDF with the seller to place an offline order. Provide the flexibility to select or modify billing and shipping addresses during the checkout process.
Australia	Australia Patch 2 Resume and submit invoice cases in draft state Pick up an invoice case where you left off by resuming draft invoice cases from the Business Portal. 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 Review invoice case line details that are relevant to how your 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. Australia Patch 1 AI-powered invoice case management for customers 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 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 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 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 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. Australia Early Availability Invoice management on Business Portal 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 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 Enable your customers to view and track invoice cases on the Business Portal, reducing support inquiries and keeping them informed on dispute resolution progress.

Changes

Between your current release family and Australia, some changes were made to existing Customer self-service for Sales Customer Relationship Management features.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Removed

Between your current release family and Australia, some Customer self-service for Sales Customer Relationship Management features or functionality were removed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Deprecations

Between your current release family and Australia, some Customer self-service for Sales Customer Relationship Management features or functionality were deprecated.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Activation information

Review information on how to activate Customer self-service for Sales Customer Relationship Management.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	Install the following applications by requesting them from the ServiceNow Store: Customer Request for Quote plugin (sn_cust_rfq) Sales Cart plugin (sn_sales_cart)
Australia	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 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.

Additional requirements

If any additional requirements were introduced or changed for Customer self-service for Sales Customer Relationship Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

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.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	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.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich
Australia	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.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.
Australia	No updates for this release.

Highlight information

If there are specific highlight considerations for Customer self-service for Sales Customer Relationship Management we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	Enable B2B customers to request for quotes (RFQ) from the Business Portal, improving customer autonomy and reducing sales cycle time. Provide a persistent shopping cart experience to your B2B customers. Enable your customers to download and share their cart summary with other stakeholders. Provide seamless order checkout and an easy order creation process to your customers. See Self-Service for Sales and Order Management for more information.
Australia	Australia Patch 2 Resume and submit invoice cases in draft state. Review invoice case line details relevant to how your case was created. Australia Patch 1 Enable business-to-business (B2B) 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 business-to-business (B2B) 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 for more information.