Sales promotion

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Sales promotion

    The Sales promotion feature in ServiceNow facilitates collaboration between Original Equipment Manufacturers (OEMs) and their dealers to manage sales promotions and claims effectively. OEMs create targeted promotional campaigns and discounts, which channel partners extend to end customers during sales transactions. Dealers then submit claims for reimbursement, and OEMs review and process these claims, streamlining the entire promotional lifecycle.

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    Key Features

    • Sales Promotion Creation by OEM: OEMs can create promotional campaigns, associate applicable products, set incentives, add eligible dealers, configure promotional questionnaires and checklists, and publish campaigns to dealers.
    • Claim Submission by Dealers: Dealers use the dealer portal to submit claims by selecting products with serial numbers, choosing applicable promotions, entering claimed amounts, completing questionnaires, and attaching necessary documents.
    • Claim Review and Reimbursement by OEM: Claims agents review submitted claims, verify checklists, approve or reject claims based on criteria, generate expense lines for approved claims, process payments, and close claim cases.
    • Dealer Portal Support: Provides dealers with tools to submit and track sales promotion claims, including bulk claim uploads.
    • Configuration and Management Tools: Includes setup of product models, assets, dealers, roles, and the use of specialized workspaces for OEM agents and claims agents to manage promotions and claims seamlessly.

    Practical Application for ServiceNow Customers

    ServiceNow customers can leverage the Sales promotion framework to efficiently manage incentive campaigns between OEMs and dealers. This feature ensures accurate promotion targeting, streamlined claim submissions, and efficient reimbursement processing. By implementing this solution, customers benefit from improved collaboration, reduced manual processing, and enhanced visibility into promotional activities.

    To implement and use Sales promotion, customers should install the Sales promotion claim management application, configure product and dealer data, assign necessary roles, and utilize the provided workspaces and portals for campaign management and claim processing.

    OEMs create sales promotions and discounts targeted to specific criteria or customers. Channel partners extend these promotions to end customers during sales transactions, and the OEM reimburses dealers for the discounts offered.

    This feature enables the seamless collaboration between OEMs and their dealers to manage sales promotions and claims. The sales promotion framework enables the OEMs to publish and manage the promotional campaigns efficiently. The dealer portal enables the dealers to submit claims for reimbursement post product sales transactions.​ There are three parts to the sales promotion​.

    • Creation of sales promotion by the OEM.
    • Creation of claim against the promotion by the dealer.
    • Review and reimbursement for the claim by the OEM.
    Figure 1. Sales promotion workflow
    Sales promotion workflow
    1. Create sales promotion: OEM creates the sales promotion campaign.
    2. Associate products: OEM adds the products applicable for the sales promotion campaign.
    3. Set up incentive: Set up the incentive for the dealers.
    4. Add dealers: Add the dealers who are eligible for the sales promotion campaign.
    5. Set up questionnaires: Configure the promotion questionnaires.
    6. Set up checklist: Configure the checklist template.
    7. Publish: OEM publishes the sales promotion campaign for the applicable dealers.
    8. Create sales promotion claim: The dealer agent creates the promotion claim for the applicable customers.
    9. Search serial number: Add the product, which is applicable for sales promotion campaign.
    10. Select applicable promotion: Select the applicable promotion from the list of promotions.
    11. Fill in the claimed amount: Update the claimed amount for the selected promotion.
    12. Fill in the questionnaires: Update the promotion questionnaires.
    13. Add attachments: Add the attachments, if necessary.
    14. Submit claim case: The dealer agent submits the claim to the OEM.
    15. Sales promotion claim case: A claims agent can view the list of sales promotion submitted by the dealer.
    16. Review sales promotion case line: A claims agent reviews the claims.
    17. Verify checklist: Verifies the checklist.
    18. Approve: Approves the claims if it matches all the required criteria.
    19. Expense line: Expense line is generated for the approved claims.
    20. Process payment: The payment is processed.
    21. Close sales promotion claim: The claim is closed.
    22. Reject claim: Rejects the claims if it doesn’t match the required criteria.

    Working with sales promotion

    Use the following to configure, use, and manage the sales promotions in MCO.

    Review the entities and relationships within the Sales promotion campaign data model application, including tables added or modified by the sales promotion plugin.
    1. Configure the sales promotion: Complete the following tasks to set up sales promotion in your environment.
      1. Install Sales promotion claim management [sn_sls_prm_clm_mgt]: Installing applications, plugins, and products.
      2. Set up product models and parts: Configuring product models
      3. Set up assets and install base items: Configuring assets and Create an install base item
      4. Set up dealers: Set up dealer
      5. Assign recall roles: Assign roles
      6. Set up sales promotion
    2. Work with sales promotion (OEM): Use the Agents (CSM/FSM) workspace to create and manage sales promotion campaigns and review claims.
    3. Work with sales promotion (Dealer): Use the Dealer portal to submit and track sales promotion claims.