Customer self-service for Sales Customer Relationship Management release notes

  • Release version: Zurich
  • Updated November 12, 2025
  • 3 minutes to read
    • Summarize
    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 for Sales Customer Relationship Management release notes

    The Zurich release enhances the ServiceNow Business Portal to improve B2B customer self-service for sales and order management. It introduces AI-powered chat and voice assistants, streamlined quote and order processes, and a modernized user interface with the Coral theme. These updates empower customers to manage orders, request quotes, and resolve invoice disputes more efficiently, increasing autonomy and accelerating sales cycles.

    Show full answer Show less

    Key Features

    • Order Management Enhancements: Customers can request quantity changes, shipping location updates, and expedited delivery through chat and voice assistants. The system supports automated order case creation and management with AI assistance.
    • Request for Quotes (RFQ): Enables customers to submit RFQs directly from the portal, specify budgets, track status in real time, and convert RFQs into quotes and orders seamlessly, reducing manual intervention.
    • Sales Cart Plugin: Provides a persistent shopping cart across sessions and devices, allowing customers to save, download, and share cart summaries for better collaboration and offline order placement. Billing and shipping address selection is also enhanced during checkout.
    • Invoice Dispute Support: Customers can upload delivery notes during invoice case creation, enabling AI agents to validate quantity disputes automatically, reducing the need for manual resolution.
    • Automated Notifications: Customers receive automated email updates for order case creation and resolution, including quote details when applicable, improving communication transparency.
    • UI and Accessibility Improvements: The Coral theme is now the default, featuring brand-neutral illustrations and a dark theme option for better readability and reduced eye strain.
    • Scripted Extension Points: Administrators can customize order exception validations and quote threshold checks by integrating with external systems like inventory and ERP through pluggable scripted extension points.
    • AI-generated Chat Summaries: When live agents take over chats, they receive AI-generated summaries of prior virtual assistant conversations, enhancing agent efficiency and customer experience.

    Important Upgrade and Activation Information

    • The new order checkout experience requires installation of the Sales Cart plugin (snsalescart) from the ServiceNow Store.
    • Administrators must perform post-upgrade order migration to preserve customers’ cart data and ensure seamless experience after upgrading to Zurich.
    • The Customer Request for Quote plugin (sncustrfq) is also available from the ServiceNow Store to enable RFQ functionality.

    What Customers Can Expect

    After implementing these updates, ServiceNow customers will provide B2B users with a more autonomous, transparent, and efficient self-service experience for managing sales orders and quotes. Customers can handle common order exceptions and invoice disputes with AI assistance, track their quote requests in real time, and collaborate easily using persistent carts and downloadable summaries. The modernized portal interface and enhanced communication features further improve user satisfaction and operational productivity.

    The ServiceNow® Business Portal is a self-service web portal that supports your B2B customers by providing integrated access to knowledge articles, community forums, service catalogs, and chatbots. Business Portal was enhanced and updated in the Zurich release.

    Business Portal highlights for the Zurich release

    • Enable customers to request for quotes (RFQ) from the Business Portal, improving customer autonomy and reducing sales cycle time.
    • Provide a persistent shopping cart experience to your B2B customers.
    • Enable your customers to download and share their cart summary with other stakeholders.
    • Provide seamless order checkout and an easy order creation process to your customers.

    See Self-Service for Sales and Order Management for more information.

    Important:
    Sales Cart plugin (sn_sales_cart) is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    Important information for upgrading Business Portal to Zurich

    The new order checkout experience and improved cart capabilities are delivered through a new Sales Cart plugin (sn_sales_cart). As an admin, you must perform the Post-upgrade order migration for the Business Portal to continue providing a seamless experience for your customers. Failing to perform the upgrade steps can result in your customers losing products added to their carts.

    New in the Zurich release

    Customer-initiated RFQs
    Request quotes for products and services without relying on manual outreach. The RFQ feature in the Business Portal streamlines the quoting process by enabling customers to:
    • Submit quote requests from within their portal experience
    • Specify the overall budget and cumulative target price for each top-level product
    • Track RFQ status and quotes in real time
    • Accelerate sales response time with seamless quote-to-order conversion
    Generate quotes from RFQs
    View all RFQs submitted through the Business Portal in the CSM/FSM Configurable Workspace, eliminating the need for managing and tracking them offline. Convert RFQs into quotes with a single action, accelerating the quote-to-order process, improving turnaround times, and enabling scalable quote management.
    Create orders from the Business Portal
    Deploying the Sales Cart plugin provides the following advantages to your B2B customers when they order products using the Business Portal:
    • Preserve products and configurations added to the cart across sessions and devices so customers can review or update their selections without placing an order. They don't have to start their shopping process all over again if they get interrupted, leave the site, or decide to come back later.
    • Enable better collaboration and decision making by downloading a cart summary in PDF format and reviewing products to be purchased and terms and conditions with business stakeholders.
    • Sign the acknowledgment section and share the cart summary PDF with the seller to place an offline order.
    • Provide the flexibility to select or modify billing and shipping addresses during the checkout process.

    UI changes

    Coral theme
    Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.

    Changed in this release

    Activation information

    Install the following applications by requesting them from the ServiceNow Store:
    • Customer Request for Quote plugin (sn_cust_rfq)
    • Sales Cart plugin (sn_sales_cart)
    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Accessibility information

    Dark theme
    The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.