If you use the Business Portal with Sales CRM, you may have noticed its documentation spread across different areas of the doc site over time.

Over the past several releases, we've reorganized and expanded the Business Portal content for Sales CRM, making it easier to find setup information, workflows, and AI capabilities in one place.

 

What's changed

We've brought together documentation for:

• Self-service ordering

• Request for Quote (RFQ)

• Sales cart

• Order case management

• Invoice case management

• AI capabilities for agents and B2B customers

The content is now organized by workflow, making it easier to move between setup, configuration, and day-to-day tasks.

 

What improved

• Clearer setup guidance with prerequisites and configuration steps in the right order

• Updated plugin references that point to the correct Business Portal plugin (sn_b2b_portal) and related applications

• Better content organization for ordering, RFQ, order and invoice case management workflows

• Expanded AI documentation, including ServiceNow Otto for Order Management (formerly known as Now Assist for Order Management) guidance alongside related workflows

 

Where to start

If you're new to Business Portal, begin with these topics:

• Customer self-service using the Business Portal for an overview of Business Portal capabilities
• Configuring the Business Portal for setup requirements, prerequisites, and configuration guidance

From there, you can explore workflow-specific topics covering ordering, RFQ management, order case management, invoice case management, and AI-assisted experiences.

 

If you're a CSM customer

This update applies to the Sales CRM documentation. If you're using the Business Portal in a Customer Service Management (CSM) context, continue to use the CSM documentation, which covers the portal from a CSM-specific perspective. See Self-service for Customer Service Management.

 

Questions or feedback? Let us know in the comments.