Manage order updates with Now Assist

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Use Now Assist for Order Management to manage order updates, such as applying bulk changes to order line items, removing order lines, or creating an order case, without navigating between individual records.

    Antes de Iniciar

    Role required: sn_ind_tmt_orm.order_agent.

    Por Que e Quando Desempenhar Esta Tarefa

    The Order Assistant Agent is a context-aware assistant that works inside the order workspace and helps order agents perform order updates while working on a single order. In this task, you can use Now Assist for Order Management to:
    • Bulk apply a discount to all order lines.
    • Update the shipping address for all order lines.
    • Update quantity for order lines.
    • Delete order lines.
    • Create order case.

    Some bulk update actions offer an undo option immediately after the change is applied. Undo is available only within the current Now Assist chat and only for supported actions, such as updating quantity or shipping address.

    Bulk quantity updates apply to top-level (parent) order lines. Child order lines reflect the change through the parent relationship and aren’t updated directly.

    The actions available in Now Assist depend on the current state of the order.
    Order state Actions available to the order agent
    Draft
    • Bulk update quantity
    • Update shipping address
    • Apply bulk discount
    • Delete an order line item
    New
    • Bulk update quantity
    • Update shipping address
    • Apply bulk discount
    • Delete an order line item
    • Create case for order
    • Create a case for order lines
    Acknowledged
    • Create case for order
    • Create case for order lines
    Nota:
    For best results, start a new Now Assist chat for each bulk action. Long conversations can reduce accuracy overtime.

    Procedimento

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Select the ListList icon icon.
    3. Navigate to Orders > All
    4. Select an order.
    5. Select the Now Assist Now Assist icon icon to launch the Now Assist panel.
    6. In the Now Assist panel, start Assistance for orders (Order Assistant Agent).
    7. If prompted, confirm the order number (or enter a different order number).
    8. Choose the order update that you want to perform.
      ActionWhat to do in Now Assist
      Bulk update quantity
      1. Enter the new quantity value when prompted.
      2. Confirm the bulk update.
      Bulk update shipping address
      1. Provide the complete shipping address when prompted.
      2. Confirm the bulk update.
      Apply bulk discount
      1. Enter the discount percentage when prompted.
      2. Choose how to handle lines with manual adjustments (if prompted).
      3. Confirm the bulk update.
      Delete order line Specify the top-level order line you want to remove when prompted, then confirm the deletion.
      Create Order case Describe the issue with the order when prompted, review the generated summary, then confirm to create the order case.
    9. Review the order lines to verify the update was applied.

    O que Fazer Depois

    After updating quantity or shipping address, you can keep the changes or undo them when prompted.