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

    The Now Assist for Order Management application integrates generative AI capabilities into the Customer Service Management (CSM) and Field Service Management (FSM) Configurable Workspace and Business Portal. It enables agents to efficiently manage order and invoice operations through AI-powered virtual assistants supporting chat and voice interactions. Installation of this application brings multiple AI skills and applications to your ServiceNow instance, enhancing order summarization, order operations, and invoice operations.

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    Key Features

    • Installation: The application includes Manage Order Operations, Manage Invoice Operations, and Summarization for Order Management AI skills. It is installed via the ServiceNow Store using the Application Manager.
    • Order Summarization: Provides AI-driven order capture and fulfillment summarization skills, customizable to fit your 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. Configuration steps include enabling the order operations agent, setting up scripted extension points, activating email notifications for order cases, and enabling AI voice support through the Now Assist Voice plugin.
    • Manage Invoice Operations: Allows B2B customers to submit invoice cases and supports billing specialists with AI-assisted dispute workflows in the CSM/FSM workspace. Configuration includes setting up invoice dispute intake, quantity validation, dispute resolution extension points, workflow availability in the Now Assist panel, and enabling AI voice support.
    • Chat Summarization: Configuring chat summarization activates AI summarization and recommendation features during active chat sessions, improving agent productivity and customer interaction quality.

    Practical Considerations for ServiceNow Customers

    • Ensure you have the admin role to configure and deploy these AI capabilities.
    • Installation and configuration require enabling specific agents and extension points corresponding to order and invoice management within your Business Portal and CSM/FSM workspace.
    • Voice channel support necessitates installing the Now Assist Voice plugin and deploying AI voice agents accordingly.
    • Customization of AI skills like order summarization can be done to tailor the experience to your organizational workflows.

    Expected Outcomes

    By configuring Now Assist for Order Management, your agents gain AI-powered tools that streamline handling of order and invoice cases, improve summarization and recommendation capabilities, and support multi-channel interactions including voice. This leads to more efficient case management, faster resolution times, and enhanced customer experience for B2B scenarios.

    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 Deploy AI voice agents.

    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 Deploy AI voice agents.

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