Manufacturing Commercial Operations release notes
The ServiceNow® Manufacturing Commercial Operations enables manufacturers, agents, and Dealers (internal and channel partners) to connect and track services and manage repair, recall, sales promotion campaigns, and quality management. Manufacturing Commercial Operations is a new application in the Australia release.
Manufacturing Commercial Operations highlights for the Australia release
- The CSM/FSM workspace landing page surfaces assigned claims, pre-authorization requests, and dashboard widgets with claims volume and value insights.
- Anomaly-detection rules enable auto-approval or flagging of repair claim case lines for human review based on eligibility thresholds and historical claim averages.
- Repair claim case lines displays a suggested action and reason on the panel, giving claim reviewers job-level and claim-level analysis in a single view.
- QIM playbook enables creation of remediation action plans and use of system-recommended containment actions.
- QIM enables auto-triage of non-conformance records, assigning owners, and generating tasks based on historical patterns.
- QIM integrates with FSM, enabling work order creation directly from NC and QI records for on-site verification, containment, or remediation action.
See Manufacturing Commercial Operations for more information.
New in the Australia release
- Manufacturing Commercial Operations landing page (Agents or CSM/FSM configurable workspace)
- The MCO core landing page surfaces role-based views of claims, pre-authorization requests, and key processing metrics for claims agents and warranty assessors.
- Summarize fraudulent claim detection using agents
- Anomaly-detection rules scan claim case lines against historical patterns and thresholds to identify fraudulent claims, flagging inflated amounts, frequency anomalies, and suspicious submission patterns. Claims meeting approval thresholds auto-approve with audit trail recording. Claims exceeding thresholds or exhibiting anomalies route to designated reviewers for investigation and disposition.
- Create a product non-conformance case using playbook
- QIM playbook enables you to create remediation action plans and access system-recommended correction actions. It automatically triages non-conformance records, assigns owners, and creates tasks based on historical patterns.
- FSM integration
- QIM integrates with FSM to support quality actions that require on-site intervention. When an NC or QI record identifies a need for field verification, containment, or remediation action, you can create an FSM work order directly from within QIM.
- ServiceNow product tiers
- The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets and create your own
Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
Activation information
Install Manufacturing Commercial Operations by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Browser requirements
ServiceNow workspace doesn’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.