Using Accounts Payable Operations

Accounts Payable Specialists and agents can use Accounts Payable Operations to manage cases, invoices, route cases to agents, invoice exceptions and integrate with other applications.

• Create a knowledge base article about invoice
  Create a knowledge base article to share invoice information and policies with your employees and suppliers.
• Invoice case categories and subcategories
  An agent and Accounts Payable Specialist can access and work on the invoice cases in the Accounts Payable workspace.
• Using Invoice Case Management
  Agents can use Invoice Case Management to manage and work on invoice inquiry cases raised by employees and suppliers to resolve issues related to invoices.
• Using Accounts Payable Invoice Processing
  Accounts Payable Specialists can use the Accounts Payable Invoice Processing application to manage and work on invoice processing cases to perform end-to-end invoice processing, from invoice ingestion to approval.
• Advanced Work Assignment in Accounts Payable Operations
  Advanced Work Assignment (AWA) automatically assigns work items to Accounts Payable Operations agents based on their availability, capacity and skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. The work items are available in Agent workspaceinbox.
• Configure Advanced Work Assignment for Accounts Payable Operations
  Configure AWA for APO to ensure that requests or queries received via email, chat, messenger are routed to the respective APO agents belonging to defined groups.
• Using Advanced Work Assignment for Accounts Payable Operations
  AWA enables suppliers to interact with Accounts Payable Operations agents inquire or resolve invoice-related queries.
• Working with Advanced Work Assignment
  Suppliers interact with APO agents for invoice inquiry cases using the live chat.
• Interaction management in Accounts Payable Operations
  Any request for assistance made to an Accounts Payable specialist via email, chat, phone is logged in an auto-generated interaction record. Agents can choose to create a case from the interaction record, create a request, and associate an interaction record with an existing invoice case record.
• Composing emails with predefined content from the Source-to-Pay Workspace
  Insert predefined content into the message body of emails that you send from the email client in the Source-to-Pay Workspace.
• Universal Request in Accounts Payable Operations
  The ServiceNow Universal Request (UR) feature transforms fragmented service intake into a centralized, intelligent, and scalable experience for invoice case management.
• Playbook for updating the invoice primary data
  Playbooks provide Accounts Payable admins or specialists to visualize invoice processing workflows in a simplified, task-oriented, actionable view.
• Using Supplier Collaboration Portal in APO
  The Supplier Collaboration portal application integrated with Accounts Payable Operations provides seamless interaction between Account Payable Specialist and supplier in creating invoice inquiry case, submit new invoice, resolving case tasks and exception tasks.