Customer self-service using the Business Portal

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Business-to-business (B2B) customers can use the Business Portal to browse product catalogs, create product orders, create and view order cases, manage invoice and invoice cases, and request for quotes.

    Creating orders using the Business Portal

    The Business Portal uses the product catalog to let customers browse and configure products. Customers can also build orders and submit them for fulfillment.

    Creating and viewing order cases

    Customers can create and view order cases for orders or order line items using the Business Portal.

    Customers can request changes to their unfulfilled orders from the ServiceNow Otto Virtual Agent in the Business Portal using chat and voice channels.

    Creating requests for quotes (RFQs)

    Customers can request for quotes for products or services they're interested in via the Business Portal. They can specify budget and pricing preferences, and submit quote requests without engaging a sales agent. Simplify the RFQ life cycle from submission and internal review to quote generation and customer acceptance, ensuring faster turnaround times and improved transparency.

    Managing invoices and invoice cases

    From the Business Portal, customers can view their invoices and invoice line details, including quantities, billing and shipping locations, and product information. If they notice a discrepancy such as a quantity mismatch, incorrect part number, or wrong billing or shipping location, they can submit a dispute using the self-service playbook, which guides them through the process step by step. They can dispute multiple line items on a single invoice, or raise issues across multiple invoices at once. For more information, see:
    Customers can also chat with an AI assistant or use voice commands to report discrepancies conversationally. For eligible quantity disputes, the AI assistant can validate their claim and resolve it on the spot by issuing a credit note or replacement order. If an issue needs further review, customers are seamlessly connected to a billing specialist with full context already in hand. For more information, see: .

    Managing order cases using ServiceNow Otto

    Business-to-business (B2B) customers can request changes to their unfulfilled orders from the ServiceNow Otto Virtual Agent in the Business Portal using chat and voice channels.

    Managing invoice cases using ServiceNow Otto

    B2B customers can dispute invoice cases from the ServiceNow Otto Virtual Agent in the Business Portal using chat and voice channels.

    ServiceNow Otto for Order Management includes the invoice dispute assist agentic workflow. Billing specialists can invoke the invoice dispute assist agentic workflow from the ServiceNow Otto panel to review the invoice case, validate the dispute, view similar cases, and complete resolution actions using a guided experience. Using an agentic workflow helps reduce manual investigation, improves consistency, and helps agents resolve invoice disputes efficiently while keeping customers informed throughout the process. For more information, see Resolve invoice disputes using agentic workflow.

    Email notifications are sent to the customer when an invoice case is created or closed, but only for cases initiated through the ServiceNow Otto Virtual Agent in the Business Portal. Notifications are triggered for the following closure outcomes: Credit note issued or replacement order placed. Case closure can be performed either by the customer using the ServiceNow Otto Virtual Agent in the Business Portal, or by a billing specialist from the ServiceNow Otto in the CSM/FSM Configurable Workspace.