Manufacturing Commercial Operations release notes
Summarize
Summary of Manufacturing Commercial Operations release notes
The ServiceNow® Manufacturing Commercial Operations (MCO) application, introduced in the Australia release, helps manufacturers, agents, and dealers—including internal and channel partners—connect and track services while managing repair, recall, sales promotion campaigns, and quality management processes. It integrates with other ServiceNow applications such as Customer Service Management (CSM) and Field Service Management (FSM) to streamline operations and improve visibility into claims and quality issues.
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Key Features
- MCO Landing Page (CSM/FSM Workspace): Provides role-based views of claims, pre-authorization requests, and processing metrics for claims agents and warranty assessors, enhancing operational efficiency.
- Fraudulent Claim Detection: Anomaly-detection rules automatically scan repair claim case lines against eligibility thresholds and historical data to flag suspicious claims. Claims meeting criteria auto-approve with audit trails; flagged claims route to reviewers for investigation.
- Quality Issue Management (QIM) Playbook: Enables creation of remediation action plans with system-recommended containment actions. It auto-triages non-conformance records, assigns owners, and generates tasks based on historical patterns.
- FSM Integration: Facilitates creation of Field Service Management work orders directly from QIM non-conformance or quality inspection records, supporting on-site verification, containment, or remediation actions.
- Now Assist for Manufacturing Commercial Operations: Part of the ServiceNow Otto® AI experience brand, providing enhanced AI-driven insights and automation within the application.
- ServiceNow AI Platform Tiers: Foundation, Advanced, and Prime tiers offer scaled AI capabilities from basic insights to autonomous actions, with access varying by license.
Important Changes
- The Now LLM Service is deprecated as the default AI model provider for new or inactive AI assets, replaced by a third-party LLM by default, with manual selection of Now LLM Service still possible.
- Manufacturing Commercial Operations is available through the ServiceNow Store and must be requested for installation.
- ServiceNow workspace does not support mobile devices, Internet Explorer, or the legacy Microsoft Edge; use Microsoft Edge Chromium or other supported browsers for optimal experience.
Related Applications
- Order Management: Optimizes the lead-to-cash cycle for Manufacturing Commercial Operations by managing product and service orders.
- Product Catalog Management: Creates and manages product catalogs for commercial and technical offerings.
- Pricing Management: Enables setting product pricing.
- Customer Service Management (CSM): Supports external customer service and support needs.
- Field Service Management (FSM): Manages work orders, resources, skills, assets, and locations, integrated with MCO for quality-related field actions.
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
- Starting with Zurich Patch 12, ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including Now Assist for Manufacturing Commercial Operations. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
- 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 display 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 auto-triages non-conformance records, assigns owners, and generates 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 (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 license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
Change in this release
- Australia Patch 4
- Now LLM service deprecation
- The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection.
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.