Manufacturing Commercial Operations

Manufacturing Commercial Operations supports additional features to enhance the product capabilities.

ServiceNow Otto skills and agentic workflows in Manufacturing Commercial Operations help you create corrective actions and charge information for dealers.

View the sales promotion claim cases.

Assign roles to control access to features, capabilities, and data in the Manufacturing Commercial Operations Core application.

Set up Manufacturing Commercial Operations to enable manufacturers to manage the end-to-end lifecycle of your manufacturing products.

Define a labor code for the different tasks or work performed by the service agents.

As a OEM or manufacturer, create a sales promotion type that is applicable to a specific set of promotions.

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.

The dealer framework helps you manage the day-to-day business activities and monitor the real-time data insight.

The dealer tables in Manufacturing Commercial Operations store dealer, service organization, and channel partner records.

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.

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.

Install the Manufacturing Commercial Operations Core application with the admin role.

Manufacturing Commercial Operations (MCO) enables you to manage sales promotions, recall campaigns, warranty and repair claims, and pre-authorization requests.

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.

The Manufacturing Commercial Operations helps your organization accelerate revenue, improve customer experiences, and reduce operational costs.

Use ServiceNow APIs to change functionality and add features in the Manufacturing Commercial Operations (MCO) solution.

The  ServiceNow Manufacturing Commercial Operations (MCO) enables you to optimize sales, support, and service operations to enhance operational efficiency, lower costs, and improve productivity.

Reference topics provide additional information about Manufacturing Commercial Operations.

Learn how Manufacturing Commercial Operations enables you to manage the end-to-end life-cycle of your products, subscriptions, and services.

Assign an impacted asset to the recall campaign.

Create a impacted asset list and assign or unassign it to a phases or sub-phases.

Corrective action charges form include the expenses related to addressing a non-conformance like labor charges.

Create correction action charges to enable the expenses incurred to address a non-conformance and implement measures to help prevent its recurrence.

Recall campaign management enables you to import the impacted assets.

Merge phases and sub-phases to reorganize and transfer assets.

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.

Create a sub-phase for a parent phase.

The workspace portal or the agent workspace enables the OEM or the manufacturers to create, view, and approve claims.

Create a pre-authorization request to check if certain parts or charges are covered under warranty or service contracts.

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.

The All promotion form enables the manufacturers to enter the promotion campaign and incentive details.

View all the promotions you created as an OEM agent.

Agents portal or workspace enables you to review and approve the claims submitted by a dealer.

Agents workspace enables a claims agent to review and approve the sales promotion claims submitted by the dealer.

As an OEM claims agent, approve all the claim request raised by the dealer.

An asset is a specific product or instance that is supported for a Manufacturing Commercial Operations to manage the asset details.

Campaign tasks form enables you to add the recall campaign details.

As an OEM, plan, manage, and execute a promotional effort.

The Cause action plan form enables you to add the cause action details for a remediation plan.

Create a cause action plan for the remediation action.

Create a checklist template. Manufacturers can use the checklist template to create checklists for verification.

The Claim details form enables the dealer to enter the claim details for the repair work performed.

Several types of components are installed when you activate the Customer Service Management and Cash to lead, applications.

Several types of components are installed when you install the Manufacturing Commercial Operations application. These components include user roles, tables, plugins, ServiceNow Store applications, and business rules.

An asset is a specific product or instance that is supported for a customer.

Configure the dealer portal in MCO to enable dealers to access recalls, submit claims, and manage self-service workflows.

Route dealer records, orders, and updates from the dealer management system (DMS) into the original equipment manufacturer (OEM) instance (DMS to OEM ServiceNow instance) for processing.

Create and activate product models for finished products, parts, and components in Manufacturing Commercial Operations (MCO).

The containment action form lets you record details of products with quality issues and helps prevent their sale to new customers.

Create a containment action report to address issues for the impacted assets.

The CoPQ expense line form enables you to enter the expense line details for product non-conformance..

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.

CoPQ financial form enables you to enter the financial requests raised for the remediation plan.

Create a CoPQ financial request for remediation action plan.

The CoPQ planned line charge form contains fields for defining planned costs on a CoPQ financial request.

Create a CoPQ planned line charge for CoPQ financial request.

Configure the baseline settings that establish Manufacturing Commercial Operations in your instance.

The Correction action form enables you to enter the correction action details for the issue.

Create a correction actions for the non-conformance report.

The corrective action form enables you to add the details for PQI.

The corrective action form enables the OEM to address the asset issue, either by eliminating or replacing the asset.

Create a corrective action for the quality investigation case.

Corrective action enables you to address the asset issue, either by eliminating or replacing the asset.

Use the fields on the channel partner form to manage and store information related to channel partners.

An applicable product specifies the products to which the sales promotion is applied.

Create a channel partner to streamline and help manage the sales process of a product or a service for an enterprise.

Agents workspace enables the manufacturer to create a checklist for verification.

Create a dealer role to provide access to MCO capabilities and enable dealers to manage their assigned manufacturing and commercial operations activities.

Create an effectiveness goal from a remediation action or remediation action plan to track the outcome of a fix instead of closing the action without measuring its result.

Create a promotion questionnaire. Configure the MCO input set.

Create and configure install base item records to track sold products and assets associated with customer accounts.

Create an internal business location to enable users and consumers to create accounts, contacts, consumers, and households.

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.

Create a product quality investigation to document and track a reported product issue.

Create a repair claim for the products under warranty or recall using the playbook experience.

Create a remediation action plan for product quality investigation case.

Create a repair claim for the products under warranty or recall.

Create the sales promotion claim using the guided playbook.

Submit a sales promotion claim case to request incentive amounts for a completed sale.

Create a sales promotion claim case to claim the reimbursement or discount.

Agents workspaces enables the manufacturers to create the visibility criteria. Manufacturer can filter the dealer name for which the target sales promotion is applicable.

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.

The dealer portal supports post-sales service for OEMs and dealers, who submit claims, manage recalls, and view real-time insights for informed decisions.

The Start a Sidebar discussion form enables you to start a discussion.

Use case scenario demonstrating dealer and OEM support for warranty claims using a custom API.

Integration with Dealer Management Systems (DMS) enables automatic retrieval of repair order data to streamline claim creation and processing in MCO.

Use case scenario demonstrating dealer and OEM support for warranty claims using the STAR API.

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.

This form enables you to add the effectiveness information.

The effectiveness goal form captures the fields used to track and measure a remediation action or action plan's outcome against defined targets.

Use MCO AI agents agentic workflow to generate the corrective actions and charges for the required repair documents quickly and efficiently.

Quality Issue Management (QIM) integrates with Field Service Management (FSM) to support quality actions that require on-site intervention. Non-conformance (NC) and quality issue (QI) records that require field verification, containment, or corrective repair can trigger a FSM work order directly from within QIM.

General forms used in MCO.

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.

Create the list of assets that are impacted under non-conformance cases.

Identify an impacted asset that must be replaced or recalled.

Configure the basic settings and organizational structure required before using Manufacturing Commercial Operations features.

MCO input attributes form.

Create the MCO input attributes for a sales promotion campaign.

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.

Extend the capabilities of Manufacturing Commercial Operations and connect with other departments to assist with quality issue management by integrating with other applications.

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.

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.

Look up the serial number of the asset or claim details in the dealer portal. View the item for recall and sales promotion claims.

The My promotions form enables the manufacturers to enter the promotion campaign and incentive details.

Agents workspace enables OEM to create the sales promotions campaigns. OEM agent can view all the sales promotion campaign created by them.

Notes form enables you to add the watch list details.

Review the generative AI skills available for Manufacturing Commercial Operations, what each one does, and where to use it.

Send claims, approvals, and status updates from the OEM instance to the connected Dealer Management System (DMS).

Track current part availability and expected availability dates for required parts.

Capture all the part requirements at the campaign level.

Partially approve a sales promotion claim by updating the approved amount, which is less than the claimed amount.

Create an allocation entry for a required part.

Phase task form enables you to add the details of the recall phase.

Agents workspace enables the manufacturers to add the phase task details for the recall campaigns.

Plan and execute recall campaign phases and sub-phases AI agent enables product recall campaigns to generate and manage phase.

Add assets affected by a product quality issue to a Product Quality Investigation record, either individually or by bulk import.

The Agents workspace enables you to create and view product quality investigation cases.

The pre-authorization form enables you to enter the pre-authorization details.

The pre-authorization job form enables you to enter the warranty, labor, and part details.

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.

Review and approve the pre-authorization request submitted by a dealer.

The preventive action form captures the remediation plan, cost, priority, and status details for a quality issue (QI).

Create a preventive action for product quality issue case.

The Product non-conformance details form enables you to add the case details.

The Product non-conformance case task form enables you to add the case task details.

Create a non-conformance case report for products that had an issue.

Use case scenarios show how to resolve product non-conformance issues, from triage through escalation.

The Agents workspace enables you to create and view product non-conformance cases.

The PQI form enables you to add the investigation details.

Product quality investigation task form enables you to add the investigation case task details.

Create a non-conformance case task report for products that had an issue.

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.

The dealer portal enables dealers to view the product non-conformance issues they requested. Dealers can also submit the product non-conformance issue reports.

Includes all the forms related to quality issue management.

The Qualitative targets form enables you to add the qualitative target details, such as name, goal, progress, ownership, and target values.

Create a qualitative target for an effectiveness record to define and track non-numeric success criteria for a product quality investigation.

A product non-conformance case (PNCC) captures a reported quality issue, and a product quality investigation (PQI) analyzes its root cause for resolution.

The quality issue management (QIM) framework helps original equipment manufacturers (OEMs) centralize non-conformance data and act on root causes.

The QIM feature adds and modifies database tables in Manufacturing Commercial Operations for case management and root cause analysis.

Quality issue management (QIM) application enables manufacturers to capture, track, and resolve non-conformance and quality investigations using structured, end-to-end workflows.

Create a quantitative target to define measurable numeric criteria for an effectiveness goal in a product quality investigation.

View a recall campaign using the All campaigns form.

Display the claims assigned to the person who has logged in to the workspace.

Create a recall campaign and also view the list of campaigns claims assigned to the person who has logged in to the workspace.

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.

The recall campaign form provides the original equipment manufacturer (OEM) with the required information to initiate a recall campaign.

The recall campaign phase form enables you to add the recall campaign phases details.

Create a recall campaign for a specific geography or a dealership.

Set up a recall campaign to define corrective actions, identify impacted assets, create tracking phases, and control dealer visibility throughout the recall lifecycle.

Use case scenarios demonstrate when and how to use the Recall Campaign application to create a recall campaign. It provides practical examples of common recall management situations.

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.

Recall management enables the OEMs to identify and remove or replace the faulty products sold to the customers.

Reject a claims that was raised by the dealer.

In the workspace, you can use the product non-conformance related list to log the case.

Create the relationship between parent and child and assign the type of relationship.

The Remediation action plan form enables you to add the remediation details.

The Agents workspace enables you to create and view remediation action plans.

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.

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.

The report a product non-conformance form enables you to add the issue details.

Create an issue report for the product non-conformance.

Use the Dealer portal to submit non-conformance issues with AI-guided workflows for duplicate detection, assessment, and cost tracking.

This form enables you to add the report closing details.

Use the guided product non-conformance case playbook to create a case, apply corrections, manage batch containment, and close the case with a resolution.

Root cause analysis task form enables you to enter the root cause of the product non-conformance.

Create a root cause analysis (RCA) to identify the underlying cause of an issue and implement effective, long-term solutions.

Upload a template file containing multiple sales promotion claims to submit them together.

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.

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.

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.

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.

As a dealer, submit a single sales promotion claim request.

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.

Schedule a meeting from PNCC to coordinate follow-up actions with relevant stakeholders.

Configure the Manufacturing repair claim system to manage product repairs, dealer submissions, and claim approvals across your OEM and dealer network.

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.

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.

A sales promotion claim case tracks a promotional claim from creation through approval.

The Agent workspace enables the OEMs to create the promotion campaign for a specific set of customers.

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.

Bulk sales promotion upload form.

The stakeholders form enables you to add the stakeholder details involved in the issue.

Add a person who is involved in the product quality investigation as a stakeholder.

Confirm whether certain parts, fees, or repairs are covered under a warranty or service contract before submitting a claim.

Create a warranty claim and submit it for approval.

Automatically detect fraudulent claims by identifying duplicates, similar claim patterns, reused dealer images, mismatched or incomplete supporting documents, usage inconsistencies, and abnormal claim spikes.

The Supporting goals form enables you to add the supporting goal details, such as name, parent goal, owner, start date, end date, and target review date.

Associate a cause to a RCA for the root cause analysis of the product non-conformance.

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.

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.

The dealer portal enables you to manage the repair, recall, and sales promotion claims.

The Agents workspace enables the OEMs to create, view, review, and approve the repair claims.

Review submitted product non-conformance cases to track their status and resolution.

View the repair claim cases.

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.

The recall claim feature adds and modifies database tables in Manufacturing Commercial Operations for recall campaign management.

The recall campaign framework enables you to initiate the reimbursement claim request from the OEM for the recalled products.

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.

The repair claim form enables you to enter the warranty and recall claim details.

The repair claim tables store data for repair claim requests, expenses, and case details in Manufacturing Commercial Operations.

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.

Includes all the forms related to repair and recall.

The sales promotion campaign claim tables store the promotion, case, and claim details used to manage sales promotion campaigns in Manufacturing Commercial Operations.

A sales promotion is a marketing strategy of implementing new ideas to increase sales, raise brand awareness, and provide discounts to the customers.

Includes all the forms related to the sales promotion.

Agents workspace enables the OEMs to create the dealers and assign the roles.

The Warranty Claims SOAP API handles incoming repair orders from dealer systems and converts them into warranty claims within the Original Equipment Manufacturer (OEM)’s platform.

Create and track field service work orders for on-site correction, containment, or repair activities linked to a QIM record.