Now Assist for Order Management release notes

  • Release version: Zurich
  • Updated January 30, 2026
  • 5 minutes to read
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    Summary of Now Assist for Order Management release notes

    Now Assist for Order Management, introduced in the Zurich release, integrates AI capabilities into Sales Customer Relationship Management (CSM) to enhance B2B customer interactions on the Business Portal. It provides AI-powered virtual assistants for invoice dispute management, order case creation, and return merchandise authorization (RMA), improving customer self-service and agent efficiency.

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    Key Features

    • AI-powered Invoice Dispute Management: Customers can report quantity-related invoice disputes using chat or voice assistants. The system validates details, creates cases, and autonomously resolves eligible disputes by issuing credit notes or replacement orders, or escalates to human agents with full conversation context transferred for seamless handoff.
    • Human Agent Handoff: Enables smooth escalation of complex cases to live agents with complete context (invoice details, dispute reasons, AI actions) available in the CSM/FSM Configurable Workspace.
    • Invoice Case Resolution Support: Agents receive insights on similar cases and resolution patterns via the Now Assist panel, accelerating resolution and ensuring consistency.
    • Automated Email Notifications: Customers receive timely updates on case creation, resolution, and next steps, enhancing communication transparency.
    • RMA AI Agent: Automates entitlement checks with real-time warranty validation, recommends resolutions, handles multi-intent emails, and provides proactive updates to customers.
    • Manage Order Operations Agent: Allows B2B customers to submit order cases by describing their needs in natural language. The AI agent categorizes requests, creates linked order cases, and supports chat and voice interactions for expedited service.
    • Order Summarization: Generates unified summaries of complex orders to provide real-time status, track changes, assign tasks efficiently, and support prioritization to prevent delays.
    • Usage Measurement Update: Starting Zurich Patch 5, usage measurement for Now Assist transitions to a 365-day burn-down model resetting at contract anniversary.

    Activation and Compatibility

    Now Assist for Order Management is available for installation through the ServiceNow Store using the Application Manager. The RMA Case Management feature does not support mobile devices or Internet Explorer starting with this release.

    New Plugins Introduced

    • Manage Invoice Operations: Supports AI-assisted invoice dispute intake, autonomous resolution, and agent escalation with workspace insights.
    • RMA Case Management: Simplifies case creation for install base items, improving turnaround times and workflows.
    • Manage Order Operations: Enables autonomous order case submission via natural language on the Business Portal.

    Related Applications and Features

    • Now Assist: Provides AI-driven self-service, action recommendations, and enhanced search capabilities.
    • Now Assist Admin Console: Centralizes configuration and monitoring of Now Assist applications.
    • Now Assist Panel: Offers a conversational interface within CSM Workspace for quick case and chat summarization.
    • Now Assist Skills: Delivers AI skills for summarization, resolution note generation, and more, tailored to various workflows.
    • Customer Service Management (CSM): Supports proactive customer service strategies to boost satisfaction and retention.

    The ServiceNow® Now Assist for Order Management application brings platform AI capabilities to Sales Customer Relationship Management. Now Assist for Order Management is a new application in the Zurich release.

    Now Assist for Order Management highlights for the Zurich release

    Zurich Patch 7
    • 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.
    • RMA AI agent for automated RMA entitlement and intelligent case handling.
    Zurich Patch 5
    • Review changes to Now Assist usage measurement.
    Zurich Patch 4
    • Enable B2B customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language using the manage order operations agent.
    • Summarize complex orders across products, services, and fulfillment tasks, enabling agents to quickly understand status, take the right actions, and avoid navigating fragmented views to make the next steps easier and improving productivity.

    See Now Assist for Order Management for more information.

    Important:
    Now Assist for Order Management is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Now Assist for Order Management features

    Zurich Patch 7
    AI-powered invoice case management for customers
    Enable customers to report quantity-related invoice disputes through an AI-powered virtual assistant on the Business Portal. Customers can describe the discrepancies through natural conversation, and the assistant validates details, creates cases, and autonomously resolves eligible disputes by issuing credit notes or replacement orders, or connects customers with a human agent when needed.
    Invoice dispute intake with voice assistant
    Enable customers to report quantity-related invoice disputes using voice commands through an AI-powered voice assistant on the Business Portal. Customers can describe discrepancies through natural speech and the assistant captures dispute details to create invoice cases or connects customers with a human agent.
    Human agent handoff with context transfer
    Help customers to escalate complex disputes seamlessly to a live agent. The full conversation context, including invoice details, dispute reason, and prior AI actions are transferred to the CSM/FSM Configurable Workspace, enabling live agents to continue without asking customers to repeat information.
    Now Assist for invoice case resolution
    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.
    Automated email notifications for invoice cases
    Keep customers informed with automated email notifications at key points in the invoice case life cycle, including case creation confirmation, resolution details with credit note or replacement order information, and the next steps for cases requiring human review.
    Return Merchandise Authorization
    Leverage the RMA AI agent for automated entitlement and case handling with the following features:
    • Automates entitlement checks with real‑time warranty validation
    • Selects best‑fit resolution and sends for customer approval
    • Generates recommended actions when no valid entitlement is found
    • Provides proactive case updates and follow‑ups
    • Answers customer queries and handles multi‑intent emails
    Zurich Patch 4
    Enable the manage order operations agent in the Business Portal
    Activate the manage order operations agent so that you can make the agent available to your customers on the Business Portal.
    Request order changes using Now Assist
    Use the manage order operations agent to provide a seamless experience to your customers on the Business Portal, enabling them to create order cases using a virtual assistant effortlessly. The AI agent can intelligently categorize requests for expedited delivery by creating order-related cases linked directly to the specific order, significantly reducing manual case creation and speeding up resolution times. Interaction channels include chat and voice options.
    Summarize an order using Summarization for Order Management
    Generate a summary of a complex order for a unified view of the order's current state to:
    • Respond confidently to customer queries with accurate, real-time order status.
    • Track changes and validate details to maintain consistency and transparency.
    • Minimize errors and improve communication across suppliers and partners.
    • Monitor tasks that are at risk of missing deadlines.
    • Assign tasks to appropriate resources based on priority and skill.
    • Make rapid prioritization decisions to avoid delays and help ensure timely fulfillment.

    Changed in this release

    Zurich Patch 5
    Changes to Now Assist usage measurement
    Starting with Zurich Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.

    Activation information

    Request the Now Assist for Order Management application from the ServiceNow Store and install it using the ServiceNow® Application Manager. For more information, see Install a ServiceNow Store application.

    Plugin information

    New plugins

    The following plugins are new in Zurich:

    Zurich Patch 7

    • Manage Invoice Operations (com.sn_inv_ops_aias): Delivers AI-powered assistants that handle 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 invoice case resolution.

    • RMA Case Management (com.sn_csm_rma_case): Enables customers to create cases for install base item. It offers simplified processes, decreased turnaround time, and a unified workflow.

    Zurich Patch 4

    • Manage Order Operations (com.sn_ord_ops_aias): Enables business-to-business (B2B) customers to submit order cases autonomously from the Business Portal by simply describing their needs in natural language.

    Browser requirements

    Starting with the Zurich release, RMA Case Management for Sales Customer Relationship Management doesn't support mobile devices and Internet Explorer. For more information, see Browser support.

    Related ServiceNow applications and features

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    Now Assist skills
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