Configuring Now Assist for Order Management

  • Release version: Australia
  • Updated January 13, 2026
  • 2 minutes to read
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    Summary of Configuring Now Assist for Order Management

    ServiceNow customers with admin roles can configure the Now Assist for Order Management application to enable generative AI skills for agents working in the CSM/FSM Configurable Workspace and Business Portal. Installing this application adds AI capabilities for managing orders and invoices, including summarization and virtual assistant support.

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    Key Features

    • Installed AI Applications and Skills:
      • Manage Order Operations (com.snordopsaias)
      • Manage Invoice Operations (com.sninvopsaias)
      • Summarization for Order Management
    • Order Summarization Skills: Supports order capture and fulfillment summarization, customizable to fit specific business needs.
    • Supported AI Providers: Microsoft Azure, Amazon Bedrock, Now LLM, Now LLM LTS, and Google Cloud Vertex AI.
    • Manage Order Operations: Enables B2B customers to submit order cases via chat or voice channels on the Business Portal, with AI agents assisting order management tasks.
    • Manage Invoice Operations: Supports B2B invoice case submission and resolution through AI-assisted workflows accessible in the Business Portal and CSM/FSM Configurable Workspace.

    Configuration Requirements and Recommendations

    • Enable the manage order operations agent and configure scripted extension points on the Business Portal.
    • Set up email notifications for order cases.
    • Enable AI voice agent support by installing the Now Assist Voice [snvoiceaia] plugin to support phone channel interactions.
    • Configure Chat Summarization to activate AI summarization and recommendation features within Active Chat sessions.
    • For invoice operations, configure AI-assisted invoice dispute intake, quantity validation, and dispute resolution extension points, and make the invoice dispute assist workflow available in the Now Assist panel.

    Practical Benefits

    By configuring Now Assist for Order Management, ServiceNow customers can streamline order and invoice case handling, improve customer interactions through AI-powered chat and voice agents, and enhance agent productivity with AI summarization and recommendations. This enables faster and more accurate resolution of order and invoice issues, supporting better B2B customer service experiences.

    If you have the admin role, you can configure the Now Assist for Order Management application so that your agents can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal.

    Installing the Now Assist for Order Management application installs the following AI applications and skills on your ServiceNow instance:
    • Manage Order Operations (com.sn_ord_ops_aias)
    • Manage Invoice Operations (com.sn_inv_ops_aias)
    • Summarization for Order Management

    Request the Now Assist for Order Management application from the ServiceNow Store and install it using the Application Manager. For more information, see Install a ServiceNow Store application.

    Configuring order summarization skill

    The Now Assist skills for Sales CRM:
    • Order summarization for order capture
    • Order summarization for order fulfillment

    For information on customizing the order summarization skill, see Customize an order summarization skill in Now Assist for Order Management.

    Note:
    Microsoft Azure, Amazon bedrock, Now LLM, Now LLM LTS, and Google Cloud vertex AI are currently the providers for this Now Assist application's skills.

    Configuring the Manage Order Operations application

    Business-to-business (B2B) customers can submit order cases using Now Assist Virtual Assistant from the Business Portal. Interaction channels include chat and voice options. Before you can use the AI agents for managing order operations from the Business Portal:

    Enable AI voice agent support on your phone channels by installing the Now Assist Voice [sn_voice_aia] plugin. For more information, see Deploy AI voice agents.

    Configure Chat Summarization to enable the AI summarization and recommendation features in Active Chat. For more information, see Configure chat summarization.

    Configuring the Manage Invoice Operations application

    Business-to-business (B2B) customers can submit invoice cases using Now Assist Virtual Assistant 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:

    Enable AI voice agent support on your phone channels by installing the Now Assist Voice [sn_voice_aia] plugin. For more information, see Deploy AI voice agents.

    Configure Chat Summarization to enable the AI summarization and recommendation features in Active Chat. For more information, see Configure chat summarization.