Manage order updates with Now Assist

Use Now Assist for Order Management to manage order updates, such as applying bulk changes to order line items, removing order lines, or creating an order case, without navigating between individual records.

Before you begin

Role required: sn_ind_tmt_orm.order_agent.

About this task

The Order Assistant Agent is a context-aware assistant that works inside the order workspace and helps order agents perform order updates while working on a single order. In this task, you can use Now Assist for Order Management to:

• Bulk apply a discount to all order lines.
• Update the shipping address for all order lines.
• Update quantity for order lines.
• Delete order lines.
• Create order case.

Some bulk update actions offer an undo option immediately after the change is applied. Undo is available only within the current Now Assist chat and only for supported actions, such as updating quantity or shipping address.

Bulk quantity updates apply to top-level (parent) order lines. Child order lines reflect the change through the parent relationship and aren’t updated directly.

The actions available in Now Assist depend on the current state of the order.

Order state	Actions available to the order agent
Draft	Bulk update quantity Update shipping address Apply bulk discount Delete an order line item
New	Bulk update quantity Update shipping address Apply bulk discount Delete an order line item Create case for order Create a case for order lines
Acknowledged	Create case for order Create case for order lines

Note:

For best results, start a new Now Assist chat for each bulk action. Long conversations can reduce accuracy overtime.

Procedure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
2. Select the List icon.
3. Navigate to Orders > All
4. Select an order.
5. Select the Now Assist icon to launch the Now Assist panel.
6. In the Now Assist panel, start Assistance for orders (Order Assistant Agent).
7. If prompted, confirm the order number (or enter a different order number).
8. Choose the order update that you want to perform.

   Action	What to do in Now Assist
   Bulk update quantity	Enter the new quantity value when prompted. Confirm the bulk update.
   Bulk update shipping address	Provide the complete shipping address when prompted. Confirm the bulk update.
   Apply bulk discount	Enter the discount percentage when prompted. Choose how to handle lines with manual adjustments (if prompted). Confirm the bulk update.
   Delete order line	Specify the top-level order line you want to remove when prompted, then confirm the deletion.
   Create Order case	Describe the issue with the order when prompted, review the generated summary, then confirm to create the order case.

9. Review the order lines to verify the update was applied.

What to do next

After updating quantity or shipping address, you can keep the changes or undo them when prompted.