Case Management for Invoice Operations
Streamline invoice-related customer requests
Install Trend
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| 2026-09-09 | 0 | - |
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About
Case Management for Invoice Operations enables B2B customers to streamline invoice-related services such as invoice disputes and collections. This application includes a dedicated invoice case type along with invoice case lines. It also provides common invoice‑related services, workflows, and agent experiences.
Key Features
The application includes:
- A dedicated invoice case type for invoice-related disputes or complaints.
- New persona roles for the invoice case agent and invoice case manager that can be assigned to users who work on invoice cases.
- Leverages case lines introduced in Q4 2024. Invoice case lines extend case lines and can represent either invoices or invoice lines on a specific invoice under dispute.
- Out of the box, the application supports disputes for the following reasons, with the ability to extend these reasons:
- Pricing discrepancies (incorrect price or discount)
- Incorrect quantity
- Incorrect customer information
- Incorrect item
- The agent workspace experience uses the CSM default record page experience. Future versions will include a tailored experience.
Version History (13)
+ 3 more versions