Order case management using Business Portal

concept australia Updated Sep 10, 2026 1 min read order-case-self-service.md

Business Portal enables customers to create and view order cases for orders or order line items. They can request changes to unfulfilled orders from the ServiceNow Otto Virtual Agent panel using chat and voice channels.

Request updates for one or more orders
Request changes to the expected order fulfillment date and shipping location for one or more orders or to draw attention to an issue by creating an order case from the Business Portal.
Request updates for items in a single order
Request changes for the expected order fulfillment date, shipping location, or quantity for specific items in an order by creating an order case from the Business Portal.
View order case details
View the list of order cases and their state from the Business Portal.
Request order changes using ServiceNow Otto Virtual Agent
Request an expedited delivery, a quantity change, or a shipping location change for your order in natural language using the ServiceNow Otto Virtual Agent on the Business Portal.
Request order changes via calls
Use the AI voice agents to expedite delivery, change quantity, or change the shipping location for an order by using voice calls. The voice agent captures your request and creates an order case for an order case agent to resolve.
View customer context for an order exception chat
View the customer's account and contact details on the interaction record and the AI-generated chat summary in the Active Chat panel when the order exception AI agent hands off a chat to a live agent in the CSM/FSM Configurable Workspace.

Parent Topic:Using Business Portal for self-service workflows in Sales CRM

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---
title: Order case management using Business Portal
description: Business Portal enables customers to create and view order cases for orders or order line items. They can request changes to unfulfilled orders from the ServiceNow Otto Virtual Agent panel using chat and voice channels.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/order-management/order-case-self-service.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Business Portal, Use, Sales Customer Relationship Management]
---

# Order case management using Business Portal

Business Portal enables customers to create and view order cases for orders or order line items. They can request changes to unfulfilled orders from the ServiceNow Otto Virtual Agent panel using chat and voice channels.

-   **[Request updates for one or more orders](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/create-order-case-for-multiple-orders.md)**  
Request changes to the expected order fulfillment date and shipping location for one or more orders or to draw attention to an issue by creating an order case from the Business Portal.
-   **[Request updates for items in a single order](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/create-order-case-specific-order-lines.md)**  
Request changes for the expected order fulfillment date, shipping location, or quantity for specific items in an order by creating an order case from the Business Portal.
-   **[View order case details](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/view-order-case.md)**  
View the list of order cases and their state from the Business Portal.
-   **[Request order changes using ServiceNow Otto Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/request-order-changes-now-assist.md)**  
Request an expedited delivery, a quantity change, or a shipping location change for your order in natural language using the ServiceNow Otto Virtual Agent on the Business Portal.
-   **[Request order changes via calls](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/now-assist-order-mgmt-voice-aiagent.md)**  
Use the AI voice agents to expedite delivery, change quantity, or change the shipping location for an order by using voice calls. The voice agent captures your request and creates an order case for an order case agent to resolve.
-   **[View customer context for an order exception chat](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/view-interactions-on-order-case.md)**  
View the customer's account and contact details on the interaction record and the AI-generated chat summary in the Active Chat panel when the order exception AI agent hands off a chat to a live agent in the CSM/FSM Configurable Workspace.

**Parent Topic:**[Using Business Portal for self-service workflows in Sales CRM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/order-mgt-business-portal.md)