Manufacturing Commercial Operations -- The ServiceNow Manufacturing Commercial Operations (MCO) enables you to optimize sales, support, and service operations to enhance operational efficiency, lower costs, and improve productivity.
Explore -- Learn how the Manufacturing Commercial Operations helps your organization accelerate revenue, improve customer experiences, and reduce operational costs.
MCO core -- Manufacturing Commercial Operations (MCO) features enable you to create and manage sales promotions, recall campaigns, warranty claims, and request pre-authorization for repair and claim activities.
Sales promotion -- OEMs create sales promotions and target them to specific criteria or customers. The dealers or channel partners extend these promotions to end customers and submit reimbursement claims to the OEM.
Create sales promotion use case -- Use case scenarios demonstrate when and how to use the Sales Promotion application to create and manage a promotion campaign. This example shows how to streamline promotion setup, claim processing, and dealer visibility.
Submit sales promotion claim use case -- Use case scenarios demonstrate when and how to use the Dealer portal application to submit a sales promotion claim. It provides practical examples of common sales promotion management situations.
Recall campaign -- A recall process is a structured procedure launched by Original Equipment Manufacturers (OEM) to fix defects or issues in their manufactured products that are sold to the customers. Dealers can submit repair claims for work performed as part of recall campaigns, while OEM assessors benefit from a playbook-guided experience that simplifies and standardizes claim resolution.
Submit recall claim use case -- Use case scenarios demonstrate when and how to use the Dealer portal application to submit a recall claim. It provides practical examples of common recall management situations.
Repair claim -- In the Repair claims workflow, the customer approaches the dealer with issues related to one or more products. The dealer diagnoses and fixes the issue and raises the reimbursement for the repair work performed.
Submit repair claim use case -- Use case scenarios demonstrate when and how to use the Dealer portal application to submit a repair claim. It provides practical examples of common repair or warranty management situations.
Review and approve repair claim use case -- Use case scenarios demonstrate when and how to use the repair claim application to review and approve the claims. It provides practical examples of common repair or warranty management situations.
Pre-authorization -- A pre-authorization request is a process to confirm the approval before initiating activities, such as repairs, material procurement, or labor costs that are included under warranty or service agreements. This procedure confirms that all required inspections and criteria are satisfied and authorized by the Warranty Specialist. When a claim is created, approved pre-authorization requests can be used to generate claim jobs, avoiding reentering of claim details. This streamlines approval workflows and reduces processing delays.
Quality management -- Quality issue management (QIM) application enables manufacturers to capture, track, and resolve non-conformance and quality investigations using structured, end-to-end workflows.
Product non-conformance use case -- Use case scenarios demonstrate when and how to use the Product non-conformance application to create and resolve the product non-conformance issue. It provides practical examples of common product non-conformance situations.
Product quality investigation use case -- Use case scenarios demonstrate when and how to use the Product non-conformance application to create a product quality investigation report. It provides practical examples of common product quality investigation situations.
Extended capabilities -- Manufacturing Commercial Operations supports additional features to enhance the product capabilities.
MCO landing page -- Use the Manufacturing Commercial Operations workspace to manage warranty claims, pre-authorizations, and campaigns. View personalized dashboards, filter records by status, and take action based on AI-suggested dispositions.
Dealer landing page -- The dealer portal enables the OEM and Dealers to engage in the post-sales customer service requirements like claim submission, product recall announcements, customer service requests. It enables dealers to efficiently manage day-to-day business operations. The portal also provides real-time data insights, enabling proactive monitoring and informed decision-making.
Configure -- Set up Manufacturing Commercial Operations to enable manufacturers to manage the end-to-end lifecycle of your manufacturing products.
Install -- Install the Manufacturing Commercial Operations Core application with the admin role.
Plugins -- With the ServiceNow Manufacturing Commercial Operations main plugin, you can install all the dependent plugins that a customer is entitled to with Manufacturing Commercial Operations.
Extended setup (optional) -- You can setup the additional configurations to active Customer Service Management and Order to cash operations capabilities.
Assign roles -- Assign roles to control access to features, capabilities, and data in the Manufacturing Commercial Operations Core application.
Granular roles and entities -- Module-level granular roles have been added to facilitate defining and configuring the responsibility framework. These roles enable tasks to be performed without creating custom access control lists (ACLs) on the target table when a responsibility ACL exists. This update aims to provide a more direct and declarative migration process.
Initial setup -- Configure the basic settings and organizational structure required before using Manufacturing Commercial Operations features.
Product model -- Create and activate product models for finished products, parts, and components in Manufacturing Commercial Operations (MCO).
Install base items -- Create and configure install base item records to track sold products and assets associated with customer accounts.
Assets -- An asset is a specific product or instance that is supported for a customer.
Set up MCO -- Manufacturing Commercial Operations requires initial configuration of key components before users can begin managing manufacturing operations. Configure warranty contracts, labor codes, product models, assets, install base items, and dealer relationships in the following table.
Create labor code -- Define a labor code for the different tasks or work performed by the service agents.
Modify product model -- Modify a product record that your company sells and supports. The product record maintains all the product information used across customer issue management, quality investigations, service requests, warranty claims, and dealer collaboration workflows.
View assets -- An asset is a specific product or instance that is supported for a Manufacturing Commercial Operations to manage the asset details.
Dealer -- Configure dealer accounts and roles to enable dealers to manage campaigns and submit claims through the dealer portal.
Create channel partner -- Create a channel partner to streamline and help manage the sales process of a product or a service for an enterprise.
Add members -- Register a new partner member or transfer existing staff within a partner organization.
Create internal business location -- Create an internal business location to enable users and consumers to create accounts, contacts, consumers, and households.
Add members -- Add users as staff members to an internal business location to support accounts, contacts, consumers, and households.
Create dealer -- Create a dealer role to provide access to MCO capabilities and enable dealers to manage their assigned manufacturing and commercial operations activities.
Set up sales promotion -- A sales promotion setup enables the manufacturers to configure the sales promotion details. It includes the promotion name, start and end date of the promotion, sales promotion type, and incentive details.
Create promotion type -- As a OEM or manufacturer, create a sales promotion type that is applicable to a specific set of promotions.
Sales promotion -- Set up sales promotions in your environment by installing the required application, configuring product models, assets, dealers, and roles, and then managing promotion campaigns and claims.
Recall campaign -- Set up a recall campaign to define corrective actions, identify impacted assets, create tracking phases, and control dealer visibility throughout the recall lifecycle.
Repair claim -- Configure the Manufacturing repair claim system to manage product repairs, dealer submissions, and claim approvals across your OEM and dealer network.
Set up dealer portal -- Configure the dealer portal in Manufacturing Commercial Operations to enable dealers to access recalls, submit claims, and manage self-service workflows.
Integrate -- Extend the capabilities of Manufacturing Commercial Operations and connect with other departments to assist with quality issue management by integrating with other applications.
FSM integration -- Quality Issue Management (QIM) integrates with Field Service Management (FSM) to support quality actions that require on-site intervention. NC and QI records that require field verification, containment, or corrective repair can trigger a FSM work order directly from within QIM.
Integrate with Field Service Management -- Manufacturing Commercial Operations provides an integration with the Field Service Management application. This integration enables you to view work order and work order task information from a report.
Use -- Learn how Manufacturing Commercial Operations enables you to manage the end-to-end life-cycle of your products, subscriptions, and services.
Dealer portal -- The dealer portal enables you to manage the repair, recall, and sales promotion claims.
Look up by serial number -- Look up the serial number of the asset or claims details in the dealer portal. View the item for recall and sales promotion claims.
Pre-authorization request -- MCO dealer portal enable you to create and submit the pre-authorization request.
Submit a pre-authorization request -- Submit a pre-authorization request to confirm whether certain parts, fees, or repairs are covered under a warranty or service contract.
Repair claim for the dealer -- The dealer portal enables the dealers to raise a claim request for the repair work that was performed for a product. The repair could have been done either under warranty or after the recall of the product.
Sales promotion for the dealer -- The dealer portal enables the dealers to view the sales promotions campaign created by OEMs. Dealers can also raise a claim request on the sales promotion.
Quality issue management for the dealer -- The dealer portal enables the dealers to view the product non-conformance requested by them. Dealers can also submit the product non-conformance issue reports.
Report an issue -- Create an issue report for the product non-conformance.
MCO workspace -- The workspace portal or the agent workspace enables the OEM or the manufacturers to create, view, and approve claims.
Repair claim -- The Agents workspace enables the OEMs to create, view, review, and approve the repair claims.
Campaign tasks -- As an OEM, plan, manage, and execute a promotional effort.
Corrective actions -- Corrective action enables you to address the asset issue, either by eliminating or replacing the asset.
Corrective action charges -- Create correction action charges to enable the expenses incurred to address a non-conformance and implement measures to help prevent its recurrence.
Phases and sub-phases -- Create a set of phases and sub-phase within a recall campaign to enable detailed segmentation, improving tracking, and management at each stage of the process.
Sales promotion -- Sales Promotion Management enables manufacturers to create, manage, and track promotional programs across their dealer and distributor networks. Use it to configure promotion types, define eligibility criteria, and set discount structures. Integration with dealer operations ensures promotions are visible and claimable at the point of sale.
Sales promotion management -- The Agent workspace enables the OEMs to create the promotion campaign for a specific set of customers.
My promotions -- Agents workspace enables OEM to create the sales promotions campaigns. OEM agent can view all the sales promotion campaign created by them.
Create a checklist template -- Agents workspace enables the manufacturer to create a checklist for verification.
Create an applicable product -- Create an applicable product. An applicable product specifies the products to which the sales promotion is applied.
Create a visibility criteria -- Agents workspaces enables the manufacturers to create the visibility criteria. Manufacturer can filter the dealer name for which the target sales promotion is applicable.
Approve all claims -- As an OEM claims agent, approve all the claim request raised by the dealer.
Reject a claims -- Reject a claims that was raised by the dealer.
Partially approve a claims -- Partially approve a sales promotion claim by updating the approved amount, which is less than the claimed amount.
Pre-authorization requests -- Dealer Service advisors submit pre-authorization requests to verify warranty or service contract coverage for parts or charges. The Warranty Specialist reviews and either approves, rejects, returns, or partially approves the request. Approved requests are used by advisors to create repair claims or link them to relevant jobs.
Create a pre-authorization request -- Create a pre-authorization request to check if certain parts or charges are covered under warranty or service contracts.
Pre-authorization request -- Review and approve the pre-authorization request submitted by a dealer.
Product non-conformance -- The Agents workspace enables you to create and view product non-conformance cases.
Create a root cause analysis -- Create a root cause analysis (RCA) to identify the underlying cause of an issue and implement effective, long-term solutions.
Associating a task cause -- Associate a cause to a RCA for the root cause analysis of the product non-conformance.
Create a CoPQ expense line -- Create CoPQ (Cost of Poor Quality) expense line enables you to capture the actual costs incurred due to poor quality. These costs include rework, scrap, warranty claims, or customer returns.
Impacted asset action -- Create the list of assets that are impacted under non-conformance cases.
Create a containment action -- Create a containment action report to address issues for the impacted assets.
Create a work order -- When off-site work is required, create a work order to provide field service agents with the information they must fulfill the request. You can create a work order from scratch or from another existing work order.
Task SLA -- Create one or more Service Level Agreement (SLA) definitions and use them to create an SLA record. This SLA record enables you to use an SLA system for your organization's task.
Cause action plans -- Create a cause action plan for the remediation action.
Reference -- Reference topics provide additional information about Manufacturing Commercial Operations.
Components installed -- Several types of components are installed with installation of the Manufacturing Commercial Operations application. These components include user roles, tables, plugins, ServiceNow Store applications, and business rules.
Additional plugins -- Several types of components are installed when you activate the Customer Service Management and Cash to lead, applications.
Data model -- Learn about the Manufacturing Commercial Operations application as well as its entitlements and integrations by viewing the data model and integrations architecture diagrams. These diagrams show the relationships between the tables and roles within the application. They provide an overall picture of how the Manufacturing Commercial Operations application operates.
Dealer data model -- The dealer framework helps you manage the day-to-day business activities and monitor the real-time data insight.
Dealer tables -- This section explains the dealer tables in Manufacturing Commercial Operations.
Sales promotion campaign data model -- A sales promotion is a marketing strategy of implementing new ideas to increase sales, raise brand awareness, and provide discounts to the customers.
Repair claims data model -- The repair claims framework enables the dealer to raise a reimbursement claim request for the repair of the equipment or product that is under warranty contract.
Repair claims tables -- This section explains the repair claim tables in Manufacturing Commercial Operations.
Recall campaign data model -- The recall campaign framework enables you to initiate the reimbursement claim request from the OEM for the recalled products.
Recall campaign tables -- This section explains the recall campaign tables in Manufacturing Commercial Operations.
Quality issue management data model -- The quality issue management (QIM) framework enables OEMs for documenting non-conformance, evaluating their effects on assets and customers, conducting root cause analysis, and implementing corrective, containment, and other remediation actions.
Quality issue management tables -- This section explains quality issue management (QIM) tables in Manufacturing Commercial Operations.
MCO Integration APIs -- Use ServiceNow APIs to change functionality and add features in the Manufacturing Commercial Operations (MCO) solution.
Warranty Claims SOAP API -- The Warranty Claims SOAP API handles incoming repair orders from dealer systems and converts them into warranty claims within the Oracle Enterprise Manager (OEM)’s platform.
Repair form -- Includes all the forms related to repair and recall.
Campaign tasks form -- Campaign tasks form enables you to add the recall campaign details.
Channel partner form -- Use the fields on the channel partner form to manage and store information related to channel partners.
Corrective action form -- The corrective action form enables the OEM to address the asset issue, either by eliminating or replacing the asset.
Corrective action charges form -- Corrective action charges form include the expenses related to addressing a non-conformance like labor charges.
Claim details form -- The Claim details form enables the dealer to enter the claim details for the repair work performed.
Install based item form -- An install base item refers to an application service configuration item. Each install base item references the configuration item record for the customer. If issues arise with a configuration item, customer service agents can trace which install base items that the case is affecting.
Internal business location form -- Internal Business Location (IBL) form to store information about an internal business location. This information includes the staff members assigned to that location, cases, sold products, and install base items created for customers.
Phase task form -- Phase task form enables you to add the details of the recall phase.
Recall campaign form -- The recall campaign form provides the original equipment manufacturer (OEM) with the required information to initiate a recall campaign.
Recall campaign phase form -- The recall campaign phase form enables you to add the recall campaign phases details.
Repair claim form -- The repair claim form enables you to enter the warranty and recall claim details.
Pre-authorization form -- The pre-authorization form enables you to enter the pre-authorization details.
Cause action plan form -- The Cause action plan form enables you to add the cause action details for a remediation plan.
Containment action form -- The containment action form lets you record details of products with quality issues and helps prevent their sale to new customers.
CoPQ expense line form -- The CoPQ expense line form enables you to enter the expense line details for product non-conformance..
CoPQ financial requests form -- CoPQ financial form enables you to enter the financial requests raised for the remediation plan.
Domain separation -- Domain separation is supported for Manufacturing Commercial Operations. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including the users who can see and access data.
Now Assist for MCO -- Use the ServiceNow Now Assist for Manufacturing Commercial Operations application to create the corrective actions and charges information for the dealers.
Use agentic workflows -- Use the MCO AI agents within an agentic workflow to extract relevant data from repair documents, enabling the generation of corrective actions and associated charges.
Execute recall campaigns faster agentic workflow -- Use MCO AI agents agentic workflow to generate the corrective actions and charges for the required repair documents quickly and efficiently.
Use generative AI -- If you have an agent role, you can summarize the report details with the Now Assist for Manufacturing Commercial Operations (MCO) application.
Create recall corrective actions -- Create recall corrective actions AI agent extracts the information available in the repair documents. The AI agent identifies and collects all relevant data contained within the repair documents and generates the corrective action and the corresponding charges.
Reporting an issue -- Use the MCO portal to submit product non-conformance issues with AI-guided playbook workflows for duplicate detection, completeness assessment, cost tracking, and review. This improves data consistency, traceability, and efficiency.
Summarize fraudulent claim detection -- Automatically detect fraudulent claims by identifying duplicates, similar claim patterns, reused dealer images, mismatched or incomplete supporting documents, usage inconsistencies, and abnormal claim spikes.