Now Assist for Order Management release notes
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Summary of Now Assist for Order Management Release Notes
The Now Assist for Order Management application, introduced in the Yokohama release, integrates AI-driven capabilities into the Sales Customer Relationship Management (Sales CRM) platform. It enhances customer and agent experiences by enabling natural language order case submissions and providing unified order summaries. This application is available for installation from the ServiceNow Store.
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Key Features
- Manage Order Operations Agent on Business Portal: Customers can autonomously submit order cases by describing their needs in natural language via a virtual assistant. This AI agent supports chat and voice interactions and improves case creation efficiency by categorizing expedited delivery requests linked directly to specific orders.
- Order Summarization: Summarizes complex orders spanning products, services, and fulfillment tasks to provide agents with a unified, real-time view of order status. This feature helps agents respond confidently to customer queries, track changes, minimize errors, monitor at-risk tasks, assign resources effectively, and prioritize activities to ensure timely fulfillment.
- AI Agent and Workflow Access Control: Administrators can configure access control lists (ACLs) for AI agents and agentic workflows through AI Agent Studio, specifying user roles and availability settings to control who can discover and activate these AI capabilities.
Changes in Yokohama Patch 11
- Updated Usage Measurement: Now Assist usage measurement transitioned to a 365-day burn-down model resetting at the contract anniversary, replacing the previous 365-day look-back model.
- Default Skill Activation: New installations automatically enable designated AI skills. For existing customers upgrading to Patch 11, unconfigured skills are turned on automatically, while previously disabled skills remain inactive.
Activation and Related Features
To activate Now Assist for Order Management, request and install the application from the ServiceNow Store using the Application Manager. This application complements other Now Assist products designed to enhance agent productivity, such as conversational interfaces for case and chat summarization, resolution notes generation, and AI skill integrations across workflows.
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 Yokohama release.
Now Assist for Order Management highlights for the Yokohama release
Yokohama Patch 11
- Review changes to Now Assist usage measurement.
- Enable business-to-business (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 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
- Enable the manage order operations agent in the Business Portal
- Activate the manage order operations agent so that you can make it 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 prevent delays and help ensure timely fulfilment.
Changed in this release
- Yokohama Patch 11
- Changes to Now Assist usage measurement
- Starting with Yokohama 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.
- Some Now Assist skills are turned on by default
- The new default behavior works as follows:
- New customers: When you install a Now Assist product, designated skills are turned on automatically.
- Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
- Configure ACLs for AI agents and agentic workflows
- Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
Activation information
Request the Now Assist for Order Management application from the ServiceNow Store and install it using the Application Manager. For more information, see Install a ServiceNow Store application.