Categorize inquiry cases

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Categorize invoice inquiry cases into sub-categories, based on case descriptions, using the Inquiry Classifier skill in Now Assist to route cases accurately and improve resolution speed.

    Before you begin

    Role required: sn_fsc_genai.now_assist_fulfiller

    Incoming invoice inquiry case.

    Procedure

    1. Navigate to All > Accounts Payable Operations > Accounts Payable Workspace.
    2. Create an invoice inquiry case.
      For more information on inquiry case, see Work on an invoice inquiry case. The Inquiry Classifier AI skill analyzes the description and short description, auto-categorizes the incoming inquiries into sub-categories. Example: Payment inquiry

    Result

    The invoice inquiry case is auto-populated with sub-category without any manual intervention by an AP agent.