Configuring Now Assist for Order Management

  • Release version: Zurich
  • Updated January 13, 2026
  • 2 minutes to read
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    Summary of Configuring Now Assist for Order Management

    TheNow Assist for Order Managementapplication enables ServiceNow agents to leverage generative AI skills within the CSM/FSM Configurable Workspace and Business Portal. This helps streamline order and invoice management through AI-powered virtual assistants and workflows, enhancing customer and agent experiences in handling order and invoice cases.

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    Key Features

    • AI Applications Installed: Installing Now Assist for Order Management also installs these AI applications:
      • Manage Order Operations (com.snordopsaias)
      • Manage Invoice Operations (com.sninvopsaias)
      • Summarization for Order Management
    • Order Summarization Skills: Supports order capture and fulfillment summarization, customizable to business needs. Supported AI providers include Microsoft Azure, Amazon Bedrock, Now LLM, Now LLM LTS, and Google Cloud Vertex AI.
    • Manage Order Operations: Enables B2B customers to submit order cases via chat or voice on the Business Portal using Now Assist Virtual Assistant. Requires enabling the AI agent, configuring scripted extension points, enabling email notifications, and activating voice support via the Now Assist Voice plugin.
    • Manage Invoice Operations: Allows B2B customers to submit invoice cases similarly and supports billing specialists with AI-assisted invoice dispute workflows in the Configurable Workspace. Requires configuring AI dispute intake, validation, resolution extension points, workflow availability in Now Assist panel, and voice support.
    • Chat Summarization: Enables AI-powered summarization and recommendations during active chats, improving communication efficiency for both order and invoice operations.

    Practical Steps for Configuration

    • Request and install the Now Assist for Order Management application from the ServiceNow Store.
    • Enable and configure AI agents and extension points on the Business Portal for both order and invoice management.
    • Install the Now Assist Voice plugin to support AI voice agents on phone channels.
    • Configure chat summarization features to enhance live chat interactions with AI summarization and recommendations.

    Benefits for ServiceNow Customers

    By configuring Now Assist for Order Management, customers can automate and enhance customer interactions related to order and invoice cases. This results in faster issue resolution, improved agent productivity, and enriched customer experience through AI-driven virtual assistants and workflows accessible via multiple channels including chat and voice.

    If you have the admin role, you can configure the Now Assist for Order Management application so that your agents can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal.

    Installing the Now Assist for Order Management application installs the following AI applications and skills on your ServiceNow instance:
    • Manage Order Operations (com.sn_ord_ops_aias)
    • Manage Invoice Operations (com.sn_inv_ops_aias)
    • Summarization for Order Management

    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.

    Configuring order summarization skill

    The Now Assist skills for Sales CRM:
    • Order summarization for order capture
    • Order summarization for order fulfillment

    For information on customizing the order summarization skill, see Customize an order summarization skill in Now Assist for Order Management.

    Note:
    Microsoft Azure, Amazon bedrock, Now LLM, Now LLM LTS, and Google Cloud vertex AI are currently the providers for this Now Assist application's skills.

    Configuring the Manage Order Operations application

    Business-to-business (B2B) customers can submit order cases using Now Assist Virtual Assistant from the Business Portal. Interaction channels include chat and voice options. Before you can use the AI agents for managing order operations from the Business Portal:

    Enable AI voice agent support on your phone channels by installing the Now Assist Voice [sn_voice_aia] plugin. For more information, see .

    Configure Chat Summarization to enable the AI summarization and recommendation features in Active Chat. For more information, see Configure chat summarization.

    Configuring the Manage Invoice Operations application

    Business-to-business (B2B) customers can submit invoice cases using Now Assist Virtual Assistant from the Business Portal. Interaction channels include chat and voice options. Billing specialists and agents can use the invoice dispute assist agentic workflow from the CSM/FSM Configurable Workspace to resolve invoice cases. Before you can use the AI agents for managing order operations agent in the Business Portal:

    Enable AI voice agent support on your phone channels by installing the Now Assist Voice [sn_voice_aia] plugin. For more information, see .

    Configure Chat Summarization to enable the AI summarization and recommendation features in Active Chat. For more information, see Configure chat summarization.