Now Assist for Order Management release notes

  • Release version: Store
  • Updated June 11, 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 is tailored for enterprises handling high-volume orders, aiming to reduce manual intervention, accelerate resolution times, and enhance customer satisfaction.

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    Key Features

    • End-to-end Order Exception Automation (Version 2.2.1, June 2026): Automates creation, validation, and resolution of order exception cases such as Expedite, Additional Quantity, and Ship to Different Location requests via the Business Portal. Uses Virtual Agent to capture customer inputs, validate against inventory and business rules, run pricing checks, and generate quotes when necessary. Seamless handoff to live agents with full context is supported.
    • Order Capture and Approval Enhancements (Version 2.1.0, May 2026): Improved prompts for order summarization during order capture and approval flows to enhance user experience.
    • Invoice Dispute Management (Version 2.0.3, March 2026): Introduces an AI-powered assistant for invoice dispute intake directly from the portal, capable of autonomous resolution of eligible cases and escalation to human agents when needed. Provides agents with insights, case similarity references, and resolution patterns in the workspace to accelerate dispute resolution.
    • RMA AI Agent (Version 2.0.3, March 2026): Automates case intake for Return Merchandise Authorization (RMA), guiding customers through diagnostics, validating entitlements and service contracts, pre-authorizing cases, and offering real-time tracking updates.
    • Order Management AI Agent (Version 2.0.3, March 2026): Embedded conversational assistant in the order workspace that helps agents with context-specific questions, bulk updates, line item management, and order case creation. Reduces processing time and error risk in repetitive tasks.
    • Maintenance Updates (Version 2.0.7, April 2026): Internal code improvements with no impact on existing features or user experience.
    • Initial Releases (Versions 1.0.1 and 1.0.2, January 2026): Launch of the solution leveraging AI for order management automation, targeting enterprises with high order volumes.

    Practical Benefits for ServiceNow Customers

    • Automate complex order management workflows to reduce manual errors and processing delays.
    • Enhance customer self-service through AI-driven virtual agents that validate inputs, check inventory, and manage exceptions.
    • Improve invoice dispute handling with AI-assisted intake and resolution, decreasing resolution times and increasing agent productivity.
    • Enable seamless escalation to human agents with full conversation and case context, ensuring continuity and customer satisfaction.
    • Leverage AI assistants embedded in workspace interfaces for efficient order management, bulk operations, and case creation.
    • Stay current with ongoing improvements and system compatibility by referencing release versions and system requirements on the ServiceNow Store.

    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 2.2.1 - 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.