---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Self-service using Business Portal

# Customer self-service for Sales Customer Relationship Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Customer self-service for Sales Customer Relationship Management

The Business Portal in Sales Customer Relationship Management (CRM) provides a secure, web-based self-service interface designed for business-to-business (B2B) customers.
It allows customers to independently discover products, configure offerings, and place orders.
This portal complements internal sales workflows by integrating fully with core CRM data and processes, streamlining order placement, reducing reliance on manual sales interactions, and accelerating revenue generation.
Additionally, it offers access to knowledge articles, community forums, service catalogs, and chatbots for enhanced customer support.
Show full answer Show less  

## Key Features

* **Order Management:** Customers can create and manage orders directly through the portal, reducing sales cycle times.
* **Quote Requests:** Customers can request quotes and view quotes generated either from their requests or by sales agents offline.
* **Order Updates:** Customers can request updates for entire orders or specific order items, minimizing dependency on customer service agents.
* **Invoice Access and Disputes:** Customers have direct access to invoice details for tracking and can dispute specific line items or multiple invoices via the portal.
* **AI-Powered Self-Service:** The ServiceNow Otto for Order Management includes AI applications that enable customers to submit order and invoice cases autonomously using natural language or voice commands, improving efficiency and self-resolution capabilities.
* **Sales Agent Integration:** Although sales agents do not use the Business Portal directly, they work with orders, invoice cases, and requests for quotes submitted through the portal via the CRM Workspace to manage approvals, pricing, and customer communications.

## Benefits for ServiceNow Customers

* **Improved Customer Autonomy:** B2B customers can independently manage orders and invoices, reducing the need for direct sales or support intervention.
* **Accelerated Sales Processes:** Faster order placement and quote turnaround lead to quicker revenue realization.
* **Streamlined Dispute Resolution:** Simplified invoice dispute management provides a clear, trackable support channel directly through the portal.
* **Enhanced Support with AI:** Conversational AI agents and workflows enable efficient handling of order and invoice-related customer inquiries.
* **Administrative Ease:** Administrators can manage the portal and extend functionality through plugin installation, ensuring ongoing adaptability to business needs.

## Next Steps

ServiceNow customers can explore additional resources to configure and optimize the Business Portal for their sales CRM environment. Topics include setup guidance, self-service workflow configuration, user roles, and comprehensive documentation to leverage the portal effectively for customer engagement and sales operations.  
Support your business-to-business (B2B) customers by enabling self-service capabilities through the Business Portal to create and manage orders, invoices, and requests for quotes.

## Business Portal overview {#som-self-service-business-portal__section_zdk_nbb_z2c}

The Business Portal is a self‑service, customer‑facing web interface in Sales Customer Relationship Management that enables B2B customers to discover products, configure offerings, and place orders directly through a secure, web‑based experience. The portal
complements internal sales workflows, enabling your customers to engage with the sales process independently while remaining fully integrated with core CRM data and processes. The Business Portal, which is
based on Customer Service Management, streamlines order placement, reduces dependency on manual sales interactions, and accelerates revenue generation. It also provides integrated access to knowledge articles,
community forums, service catalogs, and chatbots.

## Business Portal benefits {#som-self-service-business-portal__section_o1q_zdg_cfc}

The Business Portal provides benefits for administrators and B2B customers. Administrators can easily manage and administer the portal and install plugins to enable new features. The following table lists the
benefits for B2B customers.
{#som-self-service-business-portal__table_scx_yvl_zfc__entry__2}

| Benefit | Feature |
|-|-|
| Enable customers to place orders independently, reducing sales cycle time and accelerating revenue realization. | [Create orders from the Business Portal](https://www.servicenow.com/docs/E~d77fNMCNg11y1SRn3k3A "Browse products in a product catalog and create orders in Order Management.") |
| Accelerate pricing and proposal turnaround by enabling customers to request quotes directly within the portal. | [Submit a request for quote from the Business Portal](https://www.servicenow.com/docs/3VDBImlwMpwAoVQG_o8nyg "Browse products and submit a request for quote (RFQ) based on your budget and pricing preferences for those products directly through the Business Portal, eliminating the need to engage a sales agent.") |
| Enable customers to view quotes generated from requests for quotes (RFQs) or quotes created offline by a sales agent. | [View quotes from the Business Portal](https://www.servicenow.com/docs/gqntcp8Q1vRH040lhvuvBg "View quotes generated for your account directly from the Business Portal. The list includes quotes generated from requests for quotes (RFQs) submitted by you and quotes created offline by a sales agent via the CRM Workspace.") |
| Reduce customer dependency on customer service agents for routine order inquiries or raising order issues such as quantity or address disputes. | [Request updates for one or more orders](https://www.servicenow.com/docs/yEixlJDHDPuDwnC55jkCAg "Request changes to the expected order fulfillment date and shipping location for one or more orders or to draw attention to an issue by creating an order case from the Business Portal.") [Request updates for items in a single order](https://www.servicenow.com/docs/3Ye78aw_4HLXCW72ePcl5Q "Request changes for the expected order fulfillment date, shipping location, or quantity for specific items in an order by creating an order case from the Business Portal.") |
| Provide customers access to their invoice and invoice line details so they can track billing information and identify discrepancies. | [View invoices on the Business Portal](https://www.servicenow.com/docs/i3crF00gwbVFkn_lFKwtCA "Access your invoices and invoice line details from the Business Portal to track billing information and identify discrepancies.") |
| Simplify invoice inquiries and dispute management through a direct, trackable self‑service support channel. | [Dispute a specific line item on an invoice against your account using the Business Portal](https://www.servicenow.com/docs/PCL4qgIPmsP0HAPYCjbtxQ "Challenge discrepancies in invoiced quantity, part number, billing location, or shipping location for a single invoice line item via the Business Portal using the playbook experience.") [Dispute multiple invoices against your account using the Business Portal](https://www.servicenow.com/docs/dKzJsmyQlA~JIv6nXNPJvA "Challenge discrepancies in billing or shipping locations that affect multiple invoices via the Business Portal using the playbook experience.") |
[Table 1. Business Portal benefits for B2B customers]

{#som-self-service-business-portal__table_scx_yvl_zfc}

## Generative and agentic AI applications for enabling customer self-service {#som-self-service-business-portal__section_m3j_th5_l3c}

The ServiceNow Otto for Order Management includes the following applications that enable business-to-business (B2B) customers to submit order and invoice cases autonomously in simple conversational
format from the Business Portal.

Manage Order Operations
:   The Manage Order Operations application (com.sn_ord_ops_aias) includes the following AI agents:

    * Manage order operations AI agent: Enables B2B customers to submit order cases autonomously from the Business Portal using natural language.
    * Order exception AI voice agent: Enables B2B customers to submit order cases using voice calls.
    {#som-self-service-business-portal__ul_sqp_15t_bkc}

Manage Invoice Operations
:   The Manage Invoice Operations application (com.sn_inv_ops_aias) includes the following AI agents and agentic workflow:

    * Invoice dispute intake assistant AI agent: Enables B2B customers to submit invoice dispute cases autonomously from the Business Portal using natural language.
    * Invoice dispute AI voice agent: Enables customers to submit invoice dispute cases using voice calls.
    * Invoice dispute assist agentic workflow: Enables finance agents to validate and resolve invoice disputes using a guided experience from the Now Assist panel in the CSM/FSM Configurable Workspace. Internally, it uses the invoice dispute support assistant AI agent to validate invoice information, trigger API calls to check quantity discrepancies and provide resolutions.
    {#som-self-service-business-portal__ul_tqp_15t_bkc}

## Business Portal and sales agents {#som-self-service-business-portal__section_jb1_rzh_yfc}

Sales agents don't directly use the Business Portal, but work on orders, order cases, invoice cases, and RFQs submitted through the Business Portal from the CRM Workspace. Depending on the process for orders, order cases, invoice cases, and RFQs, the agents work on their assignments and work with the customers to provide
resolution. For example, reviewing RFQs, converting RFQs to quotes, applying price adjustments, and returning the quote to the customer for approval.

## What to explore next {#som-self-service-business-portal__section_kc1_ycb_z2c}

The following topics provide more information about configuring and using the Business Portal:

* [Configuring the Business Portal](https://www.servicenow.com/docs/2vLoEFTGlGCCp~LMUwvkjw "Enable B2B customers to self-serve key processes such as order creation, order case management, invoice management, request for quote (RFQ) creation by configuring the Business Portal (sn_b2b_portal).")
* [Using Business Portal for self-service workflows in Sales CRM](https://www.servicenow.com/docs/oJVXk1BZMCi1Jk_1zL0iBw "Business-to-business (B2B) customers can use the Business Portal to browse product catalogs, create orders, create and view order cases, manage invoice and invoice cases, and request for quotes.")
* Getting started with the Business Portal: [Configure Business and Consumer Portal](https://www.servicenow.com/docs/access?context=configure-business-portal&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
* [Business Portal reference for Sales Customer Relationship Management](https://www.servicenow.com/docs/VHjM~7twRzMr1xrY1AEgYw "Reference topics provide additional information about the components such as roles and tables that are installed with various Business Portal plugins.")
* [Using the Business Portal](https://www.servicenow.com/docs/access?context=use-the-business-portal&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
* [Business Portal user roles](https://www.servicenow.com/docs/access?context=r_BusinessPortalUserRoles&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)
{#som-self-service-business-portal__ul_kry_1db_z2c}