--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-zurich-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3bz bundleId : - delta3bz --- # Combined Customer self-service for Sales Customer Relationship Management release notes for upgrades from Zurich to Brazil # Combined Customer self-service for Sales Customer Relationship Management release notes for upgrades from Zurich to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 17 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 Zurich to Brazil This consolidated release note summary guides ServiceNow customers through key updates and upgrade considerations for Customer self-service in Sales Customer Relationship Management (CRM) moving from Zurich to Brazil release. It highlights new features, important upgrade tasks, changes, removals, deprecations, and activation instructions across Zurich, Australia, and Brazil releases, focusing on improving customer experience, automation, and digital ordering capabilities. Show full answer Show less ## Key Features * **Enhanced Order and Cart Management:** Introduction of the Sales Cart plugin enables persistent shopping carts across sessions and devices, downloadable cart summaries for collaboration, flexible billing/shipping address selection, and external ordering via Sales Cart REST APIs supporting B2B and B2C customers. * **AI-Powered Customer Interactions:** Automated email notifications for order and invoice cases keep customers informed. AI assistants handle invoice dispute intake via chat and voice, including quantity dispute validation with delivery note uploads, autonomous resolution, and seamless escalation to human agents with full context transfer. * **Customer-Initiated RFQs and Quotes:** Customers can submit Request for Quotes (RFQs) and track quote status in real-time within the Business Portal, accelerating sales cycles and enabling single-action quote-to-order conversions. * **Invoice Management and Dispute Handling:** Customers can view invoice details and manage invoice disputes through a guided playbook experience on the Business Portal, with AI assisting dispute validation and resolution. Draft invoice cases can be resumed and submitted later. * **Order Exception Requests:** Support for customers to request quantity changes, shipping location updates, and expedited delivery via chat and voice assistants, with scripted extension points for custom validation integrations. * **User Experience Improvements:** Adoption of the Coral theme as default with a dark mode option enhances portal look and accessibility. Localization supports multiple languages including right-to-left scripts. ## Important Upgrade Information * **Post-upgrade Tasks:** After upgrading to Brazil, admins must perform the order migration for the Sales Cart plugin to prevent loss of products in customer carts. * **Activation Requirements:** Installation of key plugins such as Customer Request for Quote (sncustrfq), Sales Cart (snsalescart), and Customer Service Portal (sncsmportal) from the ServiceNow Store is necessary to enable full functionality. * **Additional Dependencies:** Sales Cart REST APIs require Billing Account Core and Order Management applications for end-to-end order, billing, and payment processing. ## Changes and Enhancements from Zurich to Brazil * Expanded order exception handling with a consolidated extension point for validating delivery, quantity, and shipping feasibility. * AI-generated chat summaries improve agent productivity during live agent handoff by providing concise conversation context. * Improved validation of product offering eligibility during cart creation prevents ineligible products from proceeding to order submission. * Order submission APIs now return both order ID and order number to facilitate downstream system integration. * Enhanced invoice dispute AI assistant now uses order line quantities as an additional validation source to auto-approve disputes where possible. ## What Customers Can Expect * Streamlined and autonomous self-service experiences for B2B and B2C customers, reducing dependency on manual sales and support interventions. * Faster dispute resolution and improved transparency through AI-assisted invoice management and direct invoice visibility in the portal. * Improved operational efficiency with AI-augmented chat and voice assistants managing routine order and invoice inquiries and enabling smooth escalation to agents. * Greater flexibility and collaboration in ordering processes with persistent carts, downloadable summaries, and flexible billing options. * Broader integration capabilities through REST APIs allowing third-party portals and applications to create and manage orders seamlessly. Consolidated page of all release notes for Customer self-service for Sales Customer Relationship Management from Zurich 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 Zurich 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 | |-|-| | Zurich | Upgrade information : 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](https://www.servicenow.com/docs/access?context=post-upgrade-task-business-portal&family=zurich&ft:locale=en-US) 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. | | 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__10} | Release | Release notes | |-|-| | Zurich | [Delivery note upload for quantity dispute validation](https://www.servicenow.com/docs/access?context=dispute-invoice-issues-now-assist&family=zurich&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=zurich&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. [Customer-initiated RFQs](https://www.servicenow.com/docs/access?context=create-rfq-business-portal&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=convert-rfq-quote-workspace&family=zurich&ft:locale=en-US) : 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](https://www.servicenow.com/docs/access?context=order-mgt-create-an-order-using-customer-portal&family=zurich&ft:locale=en-US) : 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 | [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__18} | Release | Release notes | |-|-| | Zurich | [Order exception support for quantity and shipping location requests](https://www.servicenow.com/docs/access?context=request-order-changes-now-assist&family=zurich&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=zurich&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=zurich&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=zurich&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=zurich&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=zurich&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=zurich&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. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. | | 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__26} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | 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__34} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | 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__42} | Release | Release notes | |-|-| | Zurich | Activation information : 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) Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website 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=zurich&ft:locale=en-US). Important: Sales Cart plugin (sn_sales_cart) is available in the ServiceNow Store. For details, see the "Activation information" section of these 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__50} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | 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__58} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | 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__66} | Release | Release notes | |-|-| | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | 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__74} | Release | Release notes | |-|-| | Zurich | No updates for this release. | | 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__82} | Release | Release notes | |-|-| | Zurich | * 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. * Enable 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](https://www.servicenow.com/docs/access?context=som-self-service-business-portal&family=zurich&ft:locale=en-US) for more information. | | 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. | [ ]