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11.0.7
Zurich, Yokohama Patch 4, Yokohama, Xanadu
Invoice Case Management enables accounts payable teams to manage, review, and support suppliers and employees with invoice-related queries. This helps the team increase productivity, resolve inquiries faster and improve the supplier experience.
- Manage and prioritize cases and inquiries in a single system of action
- Deflect inquiries and route to the right agents for faster resolution
- Enable suppliers to manage invoices, inquiries and collaborate with customers using omni-channel self-service capabilities
- Universal request support for invoice case management
The Universal Request (UR) capability for Accounts Payable (AP) invoice case management, enabling internal employees and suppliers to raise and track cases without knowing the handling team.
Benefits: Enhances the experience by eliminating the employee confusion when figuring out which department to reach out to for help. Hide the complexities of the service delivery process by handling request transfers across the enterprise behind the scenes. Maps various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents. Standardises AP case intake with larger ServiceNow initiative to enable 'better together' story
- Required plugins and products
- Source-to-Pay Common Architecture (sn_shop)
- Source-to-Pay Workspace (sn_spend_workspace)
- Supplier Collaboration Portal (sn_supplier_sp)
- Other plugins and products
- Advanced Work Assignment for Sourcing and Procurement Operations (sn_spend_awa)
- Now Assist for Accounts Payable Operations (sn_ap_gen_ai)
- Permissions and roles: Role required to install the application: System administrator (admin)
- AI search in workspace and portal is included in existing Professional Plus package and it is available for role sn_fsc_genai.now_assist_fufiller
- To enable universal request for invoice case management, the Universal Request for Source-to-Pay Operations (sn_fsc_ur_common) plugin is required, and the required role is universal request role sn_uni_req.routing_agent.