Now Assist for Order Management release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of Now Assist for Order Management release notes

    Now Assist for Order Management is a ServiceNow application designed to enhance and automate complex order and invoice management processes using generative AI and intelligent workflows. It is targeted at enterprises handling high-volume orders, aiming to reduce manual tasks, accelerate case resolution, and improve overall customer satisfaction. The application integrates AI-powered virtual assistants within the Business Portal and agent workspaces to streamline order exception handling, invoice dispute resolution, and order management activities.

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    Key Features

    • End-to-End Order Exception Automation (Version 2.2.1): Automates creation, validation, and resolution of order exception cases such as Expedite, Additional Quantity, and Ship to Different Location requests. It captures customer input via Virtual Agent, validates it against inventory and business rules, confirms details with customers, performs pricing threshold checks, and generates quotes when needed. Cases are updated automatically and can be handed off seamlessly to live agents with full context.
    • Enhanced Order Capture and Approval Prompts (Version 2.1.0): Improves the user experience for order summarization within order capture and approval workflows.
    • Invoice Dispute AI Assistant (Version 2.0.3): Provides AI-powered intake of invoice disputes directly through the portal, autonomously resolves eligible cases, and escalates complex disputes to human agents with full conversation context. The assistant supports agents by surfacing similar case insights and suggested actions to speed resolution.
    • Order Management AI Assistant: Embedded in the order workspace, it helps agents answer context-specific questions, perform bulk updates, manage line items, and create order cases from a single interface, reducing processing time and error risk.
    • Seamless Human-Agent Handoff: Maintains full case and conversation context when transitioning from AI to human agents to ensure continuity and efficiency.
    • Maintenance and Stability Updates (Version 2.0.7): Internal code updates with no impact on functionality, ensuring platform reliability.

    Practical Benefits for ServiceNow Customers

    • Automates routine and exception order tasks, reducing manual workload and accelerating processing times.
    • Improves customer experience by enabling conversational self-service for order exceptions and invoice disputes.
    • Supports agents with AI-driven insights and actions, enhancing accuracy and consistency in case handling.
    • Facilitates seamless escalation paths to live agents without losing context, improving resolution efficiency.
    • Enables enterprise-scale order management through integrated AI assistants within familiar ServiceNow interfaces.

    Next Steps

    ServiceNow customers should review the system requirements and family compatibility on the ServiceNow Store before upgrading or implementing Now Assist for Order Management. Leveraging the latest features will enable automation of order exceptions and invoice disputes, enhancing operational efficiency and customer satisfaction.

    Version history for the ServiceNow® Now Assist for Order Management application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.
    Version 2.2.1 - June 2026 (Zurich)
    • Automate the end-to-end creation, validation, and resolution of order exception cases on the Business Portal for Expedite, Additional Quantity, and Ship to Different Location requests.
    • Capture customer inputs in the Virtual Agent, extract intent and values inline, validate them against inventory, availability, location, and unit-of-measure rules, and confirm with the customer before acting.
    • Run a pricing threshold check and, when required, generate a quote for customer approval before resolving the case and updating case lines to Resolved.
    • Hand off seamlessly to a live agent at any failure or rejection point, with full conversation context, case number, and a clickable case link in NAVA preserved.
    Version 2.1.0 - May 2026
    Enhanced the prompts for Order Capture and Order Approval Flow for Order Summarization.
    Version 2.0.7 - April 2026
    Maintenance release. Contains internal code updates with no impact to existing functionality or user-facing behavior.
    Version 2.0.3 - March 2026 (Zurich)
    • New:
      • An AI-powered assistant that handles invoice dispute intake directly from the portal, resolves eligible cases autonomously, and seamlessly escalates to a human agent when needed. In the workspace, it continues to assist human agents by providing relevant insights and actions to accelerate resolution.
      • RMA AI Agent can automate case intake, guide customers through diagnostics, validate entitlements and service contract to pre authorize RMA Cases to provide appropriate resolution and provide real time tracking of the updates to customer personas
      • Assist Order Management AI Agent for order management is a conversational assistant embedded in the order workspace that can help answer context-specific questions, take actions, all within a single interface. It can help agents perform bulk updates, manage line items, and create order cases directly from an order. It helps order agents reduce processing time and minimize the risk of errors when performing repetitive tasks.
      • Manage invoice operations
        • Enable business-to-business (B2B) customers to create invoice dispute cases through AI-powered chat and voice assistants that guide them through conversational dispute intake on the Business Portal.
        • Provide uninterrupted handoff to human agents to support complex use cases, with full conversation context transferred to the CSM/FSM Configurable Workspace.
        • Help accelerate invoice dispute resolution by surfacing similar cases and common resolution patterns in the Now Assist panel. Agents can request help with an invoice case to view how similar disputes were resolved, reducing research time and improving consistency.
    Version 1.0.2 - January 2026 (Zurich)
    Now Assist for Order Management leverages generative AI and ServiceNow's intelligent workflows to streamline complex order management processes. Designed for enterprises managing high-volume orders, this solution reduces manual intervention, accelerates resolution times, and improves customer satisfaction.
    Version 1.0.1 - January 2026 (Yokohama)
    • Now Assist for Order Management leverages generative AI and ServiceNow’s intelligent workflows to streamline complex order management processes.
    • Designed for enterprises managing high-volume orders, this solution reduces manual intervention, accelerates resolution times, and improves customer satisfaction.