--- sourceDocument: Zurich Sales Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/order-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Business Portal # Customer self-service using the Business Portal {#ariaid-title1} * Release version: Zurich * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Customer self-service using the Business Portal The Business Portal enables business-to-business (B2B) customers to independently manage key sales and billing activities. Customers can browse product catalogs, place and track orders, manage invoices, and request quotes---all through a streamlined self-service interface. This reduces reliance on sales agents and improves transaction transparency and speed. Show full answer Show less ## Key Features * **Order Creation and Management:** Customers can configure products from the catalog, build orders, submit them for fulfillment, and view order details directly in the portal. * **Order Cases:** Customers can create and monitor order cases related to entire orders or individual line items, request updates, and make changes using chat or voice through the ServiceNow Otto Virtual Agent. * **Request for Quotes (RFQs):** Customers may submit RFQs specifying budget and pricing preferences without involving sales agents, facilitating faster quote generation and acceptance. * **Invoice Management and Disputes:** Customers can review invoice details and submit disputes for discrepancies such as quantity mismatches or incorrect billing/shipping information. The self-service playbook guides them through the dispute process step-by-step. * **AI-Driven Assistance:** The ServiceNow Otto Virtual Agent supports conversational chat and voice commands for requesting order changes and disputing invoices. For eligible quantity disputes, the AI can validate and resolve issues immediately by issuing credit notes or replacement orders, or escalate to billing specialists with full context. ## Key Outcomes * Empowers customers to independently manage orders, quotes, and invoices, reducing dependency on support teams. * Accelerates order fulfillment and quote turnaround times through self-service and automation. * Enhances transparency and accuracy in order and billing processes. * Improves customer satisfaction by providing immediate AI-driven resolutions and seamless escalation when needed. Business-to-business (B2B) customers can use the Business Portal to browse product catalogs, create product orders, create and view order cases, manage invoice and invoice cases, and request for quotes. ## Creating orders using the Business Portal {#order-mgt-business-portal__section_h4l_g1w_b2c} The Business Portal uses the product catalog to let customers browse and configure products. Customers can also build orders and submit them for fulfillment. * [Create orders from the Business Portal](https://www.servicenow.com/docs/Zi6YEr5XFwRIJHL2WEJ0Bw "Browse products in a product catalog and create orders in Order Management.") * [View an order on the Business Portal](https://www.servicenow.com/docs/yeyFau1Se23VyGC1qwFD4A "Customers can view their orders using the Business Portal.") {#order-mgt-business-portal__ul_kdy_fq2_nhc} ## Creating and viewing order cases {#order-mgt-business-portal__section_dnn_qqs_1fc} Customers can create and view order cases for orders or order line items using the Business Portal. * [Request updates for one or more orders](https://www.servicenow.com/docs/ZNIJllv2IasF8aEys1OfMg "Request changes to the expected order fulfillment date and shipping location for one or more orders or to draw attention to an issue by creating an order case from the Business Portal.") * [Request updates for items in a single order](https://www.servicenow.com/docs/2I1OzsxBEa87PK_jcD5eYQ "Request changes for the expected order fulfillment date, shipping location, or quantity for specific items in an order by creating an order case from the Business Portal.") * [View order case details](https://www.servicenow.com/docs/hRqlFbTCPIDDYtHfh3UZAw "View the list of order cases and their state from the Business Portal.") * [Request order changes using ServiceNow Otto Virtual Agent](https://www.servicenow.com/docs/Le_JQiOaaIqAemnRqeynHw "Request an expedited delivery, a quantity change, or a shipping location change for your order in natural language using the ServiceNow Otto Virtual Agent on the Business Portal.") * [Request order changes via calls](https://www.servicenow.com/docs/CLxqnMu5fvs4Tx88k2CkPw "Use the AI voice agents to expedite delivery, change quantity, or change the shipping location for an order by using voice calls. The voice agent captures your request and creates an order case for an order case agent to resolve.") {#order-mgt-business-portal__ul_elq_3q2_nhc} Customers can request changes to their unfulfilled orders from the ServiceNow Otto Virtual Agent in the Business Portal using chat and voice channels. * [Request order changes using ServiceNow Otto Virtual Agent](https://www.servicenow.com/docs/Le_JQiOaaIqAemnRqeynHw "Request an expedited delivery, a quantity change, or a shipping location change for your order in natural language using the ServiceNow Otto Virtual Agent on the Business Portal.") * [Request order changes via calls](https://www.servicenow.com/docs/CLxqnMu5fvs4Tx88k2CkPw "Use the AI voice agents to expedite delivery, change quantity, or change the shipping location for an order by using voice calls. The voice agent captures your request and creates an order case for an order case agent to resolve.") {#order-mgt-business-portal__ul_orz_km5_l3c} ## Creating requests for quotes (RFQs) {#order-mgt-business-portal__section_anq_fjh_fhc} Customers can request for quotes for products or services they're interested in via the Business Portal. They can specify budget and pricing preferences, and submit quote requests without engaging a sales agent. Simplify the RFQ life cycle from submission and internal review to quote generation and customer acceptance, ensuring faster turnaround times and improved transparency. * [Submit a request for quote from the Business Portal](https://www.servicenow.com/docs/6MZ6y1lZNsR8zCZGvUDVSg "Browse products and submit a request for quote (RFQ) based on your budget and pricing preferences for those products directly through the Business Portal, eliminating the need to engage a sales agent.") * [View requests for quotes (RFQs) on the Business Portal](https://www.servicenow.com/docs/YL3prZ38N51PFxVSxSG16A "Access, review, and track all your submitted quote requests directly from the Business Portal without having to contact a sales agent.") * [View quotes from the Business Portal](https://www.servicenow.com/docs/gVWO5Mn4HuTbZsdK3VA5Vg "View quotes generated for your account directly from the Business Portal. The list includes quotes generated from requests for quotes (RFQs) submitted by you and quotes created offline by a sales agent via the CSM Configurable Workspace.") * [Create quotes from request for quotes (RFQs)](https://www.servicenow.com/docs/v0G6u1KlrXFJ~OzK03EjaA "Create quotes from RFQ requests submitted by your customers via the Business Portal so you can share the quote with them and expedite the quote-to-order process.") {#order-mgt-business-portal__ul_sfc_kq2_nhc} ## Managing invoices and invoice cases {#order-mgt-business-portal__section_w54_5rf_23c} From the Business Portal, customers can view their invoices and invoice line details, including quantities, billing and shipping locations, and product information. If they notice a discrepancy such as a quantity mismatch, incorrect part number, or wrong billing or shipping location, they can submit a dispute using the self-service playbook, which guides them through the process step by step. They can dispute multiple line items on a single invoice, or raise issues across multiple invoices at once. For more information, see: * * * * {#order-mgt-business-portal__ul_qc3_htf_23c} Customers can also chat with an AI assistant or use voice commands to report discrepancies conversationally. For eligible quantity disputes, the AI assistant can validate their claim and resolve it on the spot by issuing a credit note or replacement order. If an issue needs further review, customers are seamlessly connected to a billing specialist with full context already in hand. For more information, see: * [Dispute invoice issues using ServiceNow Otto Virtual Agent](https://www.servicenow.com/docs/v99cef9km40qZkmHU9lTLw "Dispute invoice issues such as quantity discrepancies in a guided conversational flow using ServiceNow Otto Virtual Agent from the Business Portal, without needing to contact support.") * [Dispute invoice cases via calls](https://www.servicenow.com/docs/Qtn25WvTVvT6sx1176YMVg "Use the AI voice agents to create and manage cases for invoice-related issues such as disputing order quantity with voice calls.") {#order-mgt-business-portal__ul_ubg_ntf_23c}. **Related concepts** * [Configuring the Business Portal](https://www.servicenow.com/docs/wBrERPKifH2ICvGmLUVMDQ "As an admin, you can configure the Business Portal (sn_b2b_portal) so your customers can browse products and create orders in Sales Customer Relationship Management.") * [Customer self-service for Sales Customer Relationship Management](https://www.servicenow.com/docs/0wQ1S1vNwERJx9uS~wpzHw "Support your business-to-business customers by enabling self-service capabilities through the Business Portal to create and manage orders and submit order issues and requests.")