Now Assist for Order Management release notes

  • Release version: Store
  • Updated July 9, 2026
  • 2 minutes to read
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    Summary of Now Assist for Order Management release notes

    Now Assist for Order Management is a ServiceNow application designed to streamline and automate complex order management processes using generative AI and intelligent workflows. It targets enterprises managing high-volume orders, helping reduce manual work, speed up issue resolution, and enhance customer satisfaction.

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    Key Features

    • AI-powered Conversational Assistants: Includes assistants for invoice dispute intake and order management that guide customers and agents through case creation, validation, and resolution directly within portals and workspaces.
    • Order Exception Case Automation: Automates creation, validation, and resolution of order exception requests (such as Expedite, Additional Quantity, Ship to Different Location) via Virtual Agent with real-time validation against inventory and pricing.
    • Seamless Agent Handoff: Maintains full conversation context and case details when transferring interactions from AI assistants to live agents, ensuring continuity and faster resolution.
    • Enhanced Workspace Capabilities: Provides AI-driven insights and recommended actions to accelerate dispute and order case resolution, including surfacing similar past cases for reference.
    • Bulk Updates and Order Management Actions: Helps agents efficiently manage line items, perform bulk updates, and create order cases from a single interface to minimize errors and processing time.
    • Role and Security Updates: The Manage Invoice Operations subflow now runs as the initiating user with assigned roles to maintain secure updating of work notes and interaction records.

    Practical Benefits for ServiceNow Customers

    • Automates repetitive and complex order management tasks, reducing manual intervention and operational overhead.
    • Improves customer experience by providing instant AI-guided support on the Business Portal and ensuring smooth escalation to human agents when needed.
    • Speeds up case resolution with AI-driven validation, pricing checks, and quoting processes embedded in the workflow.
    • Supports business-to-business customers with conversational invoice dispute management and real-time tracking of resolution status.
    • Integrates seamlessly into existing ServiceNow workspaces, enhancing agent productivity and consistency in handling orders and disputes.

    Version Highlights

    • Version 2.2.2 (July 2026): Security and role assignment improvements for invoice operation subflows.
    • Version 2.2.1 (June 2026): End-to-end automation of order exception cases with Virtual Agent enhancements and pricing threshold checks.
    • Version 2.0.3 (March 2026): Introduction of AI assistants for invoice dispute intake and order management, enabling autonomous case resolution and agent assistance.
    • Earlier versions (January 2026): Initial release leveraging generative AI and workflows to improve order management efficiency and customer satisfaction.

    Version history for the ServiceNow® Now Assist for Order Management application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.
    Version 2.2.2 - July 2026
    • Changed:
      • The Manage Invoice Operations subflow now runs as the user who initiates the session.
      • The subflow has been assigned the interaction_Agent and sn_csm_invoice.writer roles to maintain its ability to update work notes and create interaction-related records.
    Version 2.2.1 - June 2026 (Zurich)
    • Automate the end-to-end creation, validation, and resolution of order exception cases on the Business Portal for Expedite, Additional Quantity, and Ship to Different Location requests.
    • Capture customer inputs in the Virtual Agent, extract intent and values inline, validate them against inventory, availability, location, and unit-of-measure rules, and confirm with the customer before acting.
    • Run a pricing threshold check and, when required, generate a quote for customer approval before resolving the case and updating case lines to Resolved.
    • Hand off seamlessly to a live agent at any failure or rejection point, with full conversation context, case number, and a clickable case link in NAVA preserved.
    Version 2.1.0 - May 2026
    Enhanced the prompts for Order Capture and Order Approval Flow for Order Summarization.
    Version 2.0.7 - April 2026
    Maintenance release. Contains internal code updates with no impact to existing functionality or user-facing behavior.
    Version 2.0.3 - March 2026 (Zurich)
    • New:
      • An AI-powered assistant that handles invoice dispute intake directly from the portal, resolves eligible cases autonomously, and seamlessly escalates to a human agent when needed. In the workspace, it continues to assist human agents by providing relevant insights and actions to accelerate resolution.
      • RMA AI Agent can automate case intake, guide customers through diagnostics, validate entitlements and service contract to pre authorize RMA Cases to provide appropriate resolution and provide real time tracking of the updates to customer personas
      • Assist Order Management AI Agent for order management is a conversational assistant embedded in the order workspace that can help answer context-specific questions, take actions, all within a single interface. It can help agents perform bulk updates, manage line items, and create order cases directly from an order. It helps order agents reduce processing time and minimize the risk of errors when performing repetitive tasks.
      • Manage invoice operations
        • Enable business-to-business (B2B) customers to create invoice dispute cases through AI-powered chat and voice assistants that guide them through conversational dispute intake on the Business Portal.
        • Provide uninterrupted handoff to human agents to support complex use cases, with full conversation context transferred to the CSM/FSM Configurable Workspace.
        • Help accelerate invoice dispute resolution by surfacing similar cases and common resolution patterns in the Now Assist panel. Agents can request help with an invoice case to view how similar disputes were resolved, reducing research time and improving consistency.
    Version 1.0.2 - January 2026 (Zurich)
    Now Assist for Order Management leverages generative AI and ServiceNow's intelligent workflows to streamline complex order management processes. Designed for enterprises managing high-volume orders, this solution reduces manual intervention, accelerates resolution times, and improves customer satisfaction.
    Version 1.0.1 - January 2026 (Yokohama)
    • Now Assist for Order Management leverages generative AI and ServiceNow’s intelligent workflows to streamline complex order management processes.
    • Designed for enterprises managing high-volume orders, this solution reduces manual intervention, accelerates resolution times, and improves customer satisfaction.