---
sourceDocument: Store Version History Release Notes
sourceDocumentLink: https://www.servicenow.com/docs/r/store-release-notes

 Release :

    - store

ft:locale :

    - en-US

ft:publication_title :

    - Store Version History Release Notes

ft:clusterId :

    - rnst

bundleId :

    - rnst


---

# Customer Service RMA AI Agents release notes

# Customer Service RMA AI Agents release notes {#ariaid-title1}

* Release version: Store
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Version history for the ServiceNow®
Customer Service RMA AI Agents application on the ServiceNow Store.
Important:  
For details on system requirements and family compatibility, view the application listing on the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website.

Version 1.0.2 - March 2026
:
    * Conversational RMA intake through business portal
    * Entitlement and warranty checks to determine eligibility and reduce back-and-forth
    * Proposes resolutions (for example: replacement / refund / repair) based on entitlements and case context, and supports customer acceptance/next steps
    * Human handoff when needed (with context). Escalates exception scenarios to a human agent while preserving context and accelerating agent work by providing insights through Now Assist panel

Version 1.0.1 - March 2026
:   RMA AI Agents streamline the return experience by allowing customers to initiate RMAs conversationally (via Business Portal/Virtual Agent) and enabling agents to process RMAs faster (via Now Assist Panel/agent experiences).
    The agents automatically gather return details, fetch and validate install base items, perform entitlement/warranty checks, and propose next-best resolutions. When a case needs human judgment---such as missing information, failed
    entitlement checks, or exception scenarios---the solution transfers to a human agent while preserving context and supporting follow-up