Customer Service RMA AI Agents release notes
Version history for the ServiceNow® Customer Service RMA AI Agents application on the ServiceNow Store.
Important:
For details on system requirements and family compatibility, view the application
listing on the ServiceNow Store
website.
- Version 1.0.2 - March 2026
- Conversational RMA intake through business portal
- Entitlement and warranty checks to determine eligibility and reduce back-and-forth
- Proposes resolutions (for example: replacement / refund / repair) based on entitlements and case context, and supports customer acceptance/next steps
- Human handoff when needed (with context). Escalates exception scenarios to a human agent while preserving context and accelerating agent work by providing insights through Now assist panel
- Version 1.0.1 - March 2026
- RMA AI Agents streamline the return experience by allowing customers to initiate RMAs conversationally (via Business Portal/Virtual Agent) and enabling agents to process RMAs faster (via Now Assist Panel/agent experiences). The agents automatically gather return details, fetch and validate install base items, perform entitlement/warranty checks, and propose next-best resolutions. When a case needs human judgment—such as missing information, failed entitlement checks, or exception scenarios—the solution transfers to a human agent while preserving context and supporting follow-up