--- title: Invoice and invoice case management using Business Portal description: Business Portal enables customers to view invoices, dispute discrepancies across single or multiple invoices using self-service playbooks, and track resolution. Billing specialists can resolve disputes using an agentic workflow that validates claims and automates resolution actions. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/order-management/invoice-case-self-service.html release: australia topic_type: concept last_updated: "2026-08-18" reading_time_minutes: 3 breadcrumb: [Business Portal, Use, Sales Customer Relationship Management] --- # Invoice and invoice case management using Business Portal Business Portal enables customers to view invoices, dispute discrepancies across single or multiple invoices using self-service playbooks, and track resolution. Billing specialists can resolve disputes using an agentic workflow that validates claims and automates resolution actions. - **For customers** From the Business Portal, customers can view their invoices and invoice line details, including quantities, billing and shipping locations, and product information. If they notice a discrepancy such as a quantity mismatch, incorrect part number, or wrong billing or shipping location, they can submit a dispute using the self-service playbook, which guides them through the process step by step. They can dispute multiple line items on a single invoice, or raise issues across multiple invoices at once. Customers can also chat with an AI assistant or use voice commands to report discrepancies conversationally. For eligible quantity disputes, the AI assistant can validate their claim and resolve it on the spot by issuing a credit note or replacement order. If an issue needs further review, customers are seamlessly connected to a billing specialist with full context already in hand. - **For billing specialists \(agent persona\)** ServiceNow Otto for Order Management includes the invoice dispute assist agentic workflow. Billing specialists can invoke the invoice dispute assist agentic workflow from the ServiceNow Otto panel to review the invoice case, validate the dispute, view similar cases, and complete resolution actions using a guided experience. Using an agentic workflow helps reduce manual investigation, improves consistency, and helps agents resolve invoice disputes efficiently while keeping customers informed throughout the process. Email notifications are sent to the customer when an invoice case is created or closed, but only for cases initiated through the ServiceNow Otto Virtual Agent in the Business Portal. Notifications are triggered for the following closure outcomes: Credit note issued or replacement order placed. Case closure can be performed either by the customer using the ServiceNow Otto Virtual Agent in the Business Portal, or by a billing specialist from the ServiceNow Otto in the CSM/FSM Configurable Workspace. - **[View invoices on the Business Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/view-invoices-business-portal.md)** Access your invoices and invoice line details from the Business Portal to track billing information and identify discrepancies. - **[Dispute invoice issues using ServiceNow Otto Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/dispute-invoice-issues-now-assist.md)** Dispute invoice issues such as quantity discrepancies in a guided conversational flow using ServiceNow Otto Virtual Agent from the Business Portal, without needing to contact support. - **[Dispute invoice cases via calls](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/now-assist-invoice-mgmt-voice-aiagent.md)** Use the AI voice agents to create and manage cases for invoice-related issues such as disputing order quantity with voice calls. - **[Dispute a specific line item on an invoice against your account using the Business Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/create-invoice-case-single.md)** Challenge discrepancies in invoiced quantity, part number, billing location, or shipping location for a single invoice line item via the Business Portal using the playbook experience. - **[Dispute multiple invoices against your account using the Business Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/create-invoice-case-multiple.md)** Challenge discrepancies in billing or shipping locations that affect multiple invoices via the Business Portal using the playbook experience. - **[Resume an invoice case in Business Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/resume-invoice-case-creation.md)** Pick up an invoice case where you left off by resuming draft invoice cases from Business Portal. - **[View invoice case details in the Business Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/view-invoice-cases-business-portal.md)** View invoice case details, status, activity history, and attachments from the Business Portal. - **[Resolve invoice disputes using agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/resolve-invoice-case-now-assist-agent.md)** Resolve invoice dispute cases using ServiceNow Otto directly from the CSM/FSM Configurable Workspace. - **[Communicate and share supporting documents for an invoice case from Business Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/manage-invoice-cases-bp.md)** Stay engaged on your invoice dispute case by communicating with a billing specialist and uploading supporting documents, such as proof of delivery or receipts, directly from the Business Portal to help expedite resolution. **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)