---
title: Accounts Payable Operations overview
description: Specialists and agents can manage invoice cases, invoices, and exceptions, route work to agents, and integrate with other applications.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/source-to-pay-operations/accounts-payable-operations/use-acc-pay-mgmt.html
release: australia
product: Accounts Payable Operations
classification: accounts-payable-operations
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
keywords: [APO, Accounts Payable Operations, Accounts Payable Management, invoice exception, AP case, Manage invoice cases, AP Specialists, invoice management]
breadcrumb: [Accounts Payable Operations, Finance and Supply Chain]
---

# Accounts Payable Operations overview

Specialists and agents can manage invoice cases, invoices, and exceptions, route work to agents, and integrate with other applications.

**Note:** Check your entitlements to determine whether you have access to certain application features, generative AI skills, agentic workflows, and AI agents.

-   **[Create a knowledge base article for invoices](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/create-knowledge-base-articles-for-invoices.md)**  
Create a knowledge base article to share invoice information and policies with your employees and suppliers.
-   **[Invoice case categories and subcategories](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/working-with-cases.md)**  
Invoice cases are organized into categories and subcategories to help agents and Accounts Payable specialists manage payment and processing issues.
-   **[Using Invoice Case Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/use-invoice-case-mgmt.md)**  
Manage and resolve invoice inquiry cases raised by employees and suppliers using Invoice Case Management to address invoice-related issues.
-   **[Using Accounts Payable Invoice Processing](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/use-ap-invoice-processing.md)**  
Accounts Payable Invoice Processing enables specialists to manage invoice processing cases and perform end-to-end invoice processing.
-   **[Advanced Work Assignment in Accounts Payable Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/advanced-work-assignment.md)**  
Advanced Work Assignment \(AWA\) automatically assigns invoice cases to qualified AP agents based on availability, capacity, and skills.
-   **[Configure Advanced Work Assignment for Accounts Payable Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/configure-advanced-work-assignment-for-apo.md)**  
Set up Advanced Work Assignment to automatically route Accounts Payable Operations requests from email, chat, and messenger to the appropriate agent groups.
-   **[Using Advanced Work Assignment for Accounts Payable Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/using-awa-for-apo.md)**  
Advanced Work Assignment \(AWA\) enables suppliers to interact with Accounts Payable Operations agents to raise invoice inquiries for resolution.
-   **[Working with Advanced Work Assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/working-with-advanved-work-assignment.md)**  
Use live chat in Accounts Payable Operations to interact with AP agents and resolve invoice inquiry cases as a supplier.
-   **[Interaction management in Accounts Payable Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/interaction-record.md)**  
Interaction records in Accounts Payable Operations capture supplier requests to support case creation and investigation.
-   **[Composing emails with predefined content](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/email-composer-apm-workspace.md)**  
Insert predefined email content in the Source-to-Pay Workspace email client to send consistent, professional responses to invoice inquiries.
-   **[Universal Request in Accounts Payable Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/universal-request-in-apo.md)**  
Universal Request enables suppliers and invoice owners to submit requests converted into invoice cases in Accounts Payable Operations.
-   **[Playbook for updating the invoice primary data](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/playbooks.md)**  
Playbooks provide a visual, step-by-step view of invoice processing workflows to track case status and determine next steps.
-   **[Using Supplier Collaboration Portal in APO](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/using-supplier-collaboration-portal.md)**  
The Supplier Collaboration Portal enables suppliers to interact with Accounts Payable specialists to submit invoices, create inquiry cases, and manage tasks.
-   **[AI worker case resolution confirmation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/ai-worker-case-resolution-confirmation.md)**  
AI worker agent marks invoice cases as resolved and triggers supplier confirmation through Supplier Collaboration Portal.

**Parent Topic:**[Accounts Payable Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/source-to-pay-operations/accounts-payable-operations/acc-pay-mgmt-landing-page.md)