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Yokohama
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- **[Business Portal for order case management](https://www.servicenow.com/docs/access?context=order-mgt-business-portal&family=yokohama&ft:locale=en-US)**
Enable your customers to create cases for common order-related issues such as delivery delays, quantity disputes, and other routine inquiries directly using the Business Portal, ensuring faster issue resolution and improved customer satisfaction. This application is a feature of Customer Service Management and the Order to Cash Operations functionality for Order Management.
- **Hierarchical view of order line items**
Enable order agents and order managers to use the hierarchical list view to view parent and child relationships within order lines.
- **[Price adjustment details for order lines](https://www.servicenow.com/docs/access?context=view-price-adjustment-details-order-lines&family=yokohama&ft:locale=en-US)**
Provides order agents and order managers the visibility into the price adjustments applied at each step of the pricing plan, including a detailed breakdown of all adjustments applied to the unit base price and unit list price to see how the unit net price is derived.
- **[Multi-instance product offering configurations](https://www.servicenow.com/docs/access?context=product-catalog-managment&family=yokohama&ft:locale=en-US)**
Create multiple instances of a child product offering in orders to generate a custom configuration for each product offering instance. When a child product offering has a quantity greater than 1, agents can clone or split a child product offering to create multiple product offering instances so that each quantity has its own configuration.
- **[Transient products](https://www.servicenow.com/docs/access?context=product-catalog-managment&family=yokohama&ft:locale=en-US)**
Add transient products, which are defined as one-time-use products or services, to new orders. Sold product and product inventory records are created but not maintained for transient products. Move, Add, Change and Disconnect \(MACD\) actions are not supported for transient products.
- **[Add subscription pricing to an order](https://www.servicenow.com/docs/access?context=add-subscription-pricing-to-an-order&family=yokohama&ft:locale=en-US)**
Enable order agents and order managers to access and view key calculated metrics such as monthly recurring price and annual recurring price. The subscription pricing fields are automatically calculated based on contract start date and contract end date. These metrics enhance revenue reporting and help you to better understand recurring revenue dynamics.
- **[Business Portal for Order Management](https://www.servicenow.com/docs/access?context=order-mgt-create-an-order-using-customer-portal&family=yokohama&ft:locale=en-US)**
Use the Business Portal to view product catalogs, select product options, and place orders. Customers can also view their order status using the Business Portal.
- **[Cases for multiple invoices](https://www.servicenow.com/docs/access?context=csm-invoice-operations&family=yokohama&ft:locale=en-US)**
Create cases for multiple invoices or for specific invoice lines. Agents can reference multiple invoices or invoice lines as case line items on an invoice case record. By using case line items, agents can track multiple issues for the same invoice case and resolve the issues in each case line item independently before resolving and closing the order case. This application is a feature of Customer Service Management and the Order to Cash Operations functionality for Order Management.
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Zurich
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- **[Move order](https://www.servicenow.com/docs/access?context=move-order&family=zurich&ft:locale=en-US)**
The move order helps agents to perform move journey that requires location change, the location and change of attribute values, the location change and add or delete the product.
- **[Pricing Adjustments for order line items](https://www.servicenow.com/docs/access?context=add-pricing-adjustment-to-an-order-line-item&family=zurich&ft:locale=en-US)**
Enables order agents to quickly view, add, and edit manual price adjustments for order line items directly from the list view, reducing clicks and streamlining the process. This new experience makes it easier for order agents to enter manual price adjustments and provides a holistic view of both automatic and manual adjustments.
- **[Summarization for Order Management](https://www.servicenow.com/docs/access?context=now-assist-order-mgmt-summarize-order&family=zurich&ft:locale=en-US)**
Summarizes complex orders across products, services, and fulfillment tasks. This helps agents quickly understand status, take the right actions, and avoid navigating fragmented views. This results in easier next steps and improved productivity. For more information, see the [ServiceNow Otto for Order Management release notes](https://www.servicenow.com/docs/access?context=now-assist-order-management-rn&family=zurich&ft:locale=en-US).
- **[Support for complex characteristics for orders](https://www.servicenow.com/docs/access?context=som-using&family=zurich&ft:locale=en-US)**
Take advantage of the following complex characteristics for orders:
- Define complex characteristics for product offerings and specifications using object structures, data arrays, and other data input types such as String, Integer, Date, DateTime, and Decimal. For more information, see [Defining characteristics and options](https://www.servicenow.com/docs/access?context=defining-prod-characteristics&family=zurich&ft:locale=en-US).
- Define compatibility, decomposition, and attribute propagation rules based on conditions that use characteristics at any level of a complex attribute hierarchy. For more information, see [\[Placeholder link text to key bundle-omgmt.create-compatibility-rules\]](https://www.servicenow.com/docs/access?context=create-compatibility-rules&family=zurich&ft:locale=en-US), [Decomposition rules](https://www.servicenow.com/docs/access?context=order-mgt-create-decomposition-rules&family=zurich&ft:locale=en-US), and [Domain order](https://www.servicenow.com/docs/access?context=define-domain-order-attributes&family=zurich&ft:locale=en-US).
- **[Order header discount](https://www.servicenow.com/docs/access?context=add-header-discount-to-an-order&family=zurich&ft:locale=en-US)**
Provide order agents with the ability to apply discounts across multiple order lines with a single action through an order header discount feature. This feature streamlines discounting workflows, improves pricing consistency, and helps speed up order processing for large complex deals.
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Australia
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- **[\[Placeholder link text to key order-line-milestones\]](https://www.servicenow.com/docs/access?context=order-line-milestones&family=australia&ft:locale=en-US)**
Track order progress through configurable fulfillment milestones mapped to order specifications. Milestones are automatically generated when order lines are created and can be manually marked as reached. View milestone details, track milestone status on order lines, and associate milestones with tasks for integrated fulfillment tracking and visibility.
- **[Derived pricing on order line items](https://www.servicenow.com/docs/access?context=configuring-related-product-pricing&family=australia&ft:locale=en-US)**
Improve pricing accuracy by letting the system automatically manage derived order lines based on pricing rule responses. When pricing rules are evaluated, the system handles line-level changes for you based on source product offer lines and their date ranges:
- Adds new system-generated lines when pricing rules require them.
- Updates existing derived lines when pricing conditions change.
- Removes derived lines that no longer apply.
- Restricts editing and copying on system-generated lines to preserve pricing integrity.
- **[Order header tasks](https://www.servicenow.com/docs/access?context=order-header-tasks&family=australia&ft:locale=en-US)**
Create and track tasks at the order and top order line level, independent of order line items, across all stages of the order lifecycle from pre-decomposition through post-fulfillment to support operational tasks such as customer onboarding, compliance review, approval tracking, customer notifications, and post-activation follow-up.
- **[Customer entities on Order](https://www.servicenow.com/docs/access?context=som-create-product-order&family=australia&ft:locale=en-US)**
Capture Deal Type \(Direct or Indirect\) and Route to Market on every order to ensure the right parties are assigned, and deal structure is consistent from quote through to order.
- **[Delta pricing on orders](https://www.servicenow.com/docs/access?context=net-pricing-sp-contracts&family=australia&ft:locale=en-US)**
Calculate pricing and quantity changes during MACD activities and renewals by deriving deltas from existing products, contracts, or purchases. This improves accuracy when processing order modifications.
- Defaults contract type and contract line type when empty, based on the order and line actions being performed.
- Adds delta pricing–related header and line fields, along with pricing adjustment rule identifiers and conditions, and supports mapping these fields across order, product instance, and order copy flows.
- **[Price and quantity ramps on order line items](https://www.servicenow.com/docs/access?context=defining-products-with-ramps&family=australia&ft:locale=en-US)**
View price and quantity ramps directly on order line items to model planned changes over time within a single order, providing visibility into pricing changes without managing multiple orders. For more information, see the [Product Catalog Management and Pricing Management release notes](https://www.servicenow.com/docs/access?context=product-catalog-pricing-management-rn&family=australia&ft:locale=en-US)
- **[Manage order updates with ServiceNow Otto](https://www.servicenow.com/docs/access?context=bulk-update-order-lines-with-now-assist&family=australia&ft:locale=en-US)**
Use a conversational AI assistant to improve order triage and resolution. The assistant understands order context and supports guided actions such as updating shipping addresses and quantities across order line items.
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