Manufacturing Commercial Operations release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Manufacturing Commercial Operations release notes

    The ServiceNow® Manufacturing Commercial Operations (MCO) application, introduced in the Australia release, enables manufacturers, agents, and dealers—including both internal staff and channel partners—to efficiently manage services such as repair, recall, sales promotion campaigns, and quality management. It offers integrated tools to connect and track these processes within a unified workspace.

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    Key Features

    • CSM/FSM Workspace Landing Page: Provides role-based views of assigned claims, pre-authorization requests, and dashboards with insights on claim volumes and values for claims agents and warranty assessors.
    • Anomaly-Detection Rules: Automatically scan repair claim case lines against historical averages and eligibility thresholds to detect fraudulent claims by flagging anomalies such as inflated amounts or suspicious submission patterns. Claims meeting thresholds are auto-approved with audit trails, while others are routed for human review.
    • Repair Claim Case Line Analysis: Displays suggested actions and reasons within the claim review panel, offering both job-level and claim-level insights in a single view for streamlined decision-making.
    • Quality Issue Management (QIM) Playbook: Facilitates creation of remediation action plans with system-recommended containment actions, enables auto-triage of non-conformance records by assigning owners and generating tasks based on historical patterns.
    • FSM Integration: Allows creation of Field Service Management (FSM) work orders directly from non-conformance (NC) and quality issue (QI) records for on-site verification, containment, or remediation activities.
    • ServiceNow AI Platform Tiers: Offers AI capabilities in three licensing tiers—Foundation (basic insights), Advanced (productivity enhancements), and Prime (full autonomy and custom AI asset creation)—to support the automation and intelligence within MCO.

    Activation and Browser Requirements

    Manufacturing Commercial Operations is available for installation via the ServiceNow Store. Customers must request the application through the store to activate it. The ServiceNow Workspace supporting MCO requires modern browsers such as Microsoft Edge (Chromium-based) and does not support mobile devices, Internet Explorer, or legacy Microsoft Edge.

    Related ServiceNow Applications

    • Order Management: Supports lead-to-cash processes and integrates with MCO for seamless product and service ordering.
    • Product Catalog Management: Enables creation and management of commercial and technical product catalogs.
    • Pricing Management: Facilitates setting product pricing within the ecosystem.
    • Customer Service Management (CSM): Provides tools for delivering external customer service and support.
    • Field Service Management (FSM): Manages work orders, resources, and on-site tasks crucial for quality and repair processes.
    • Service Exchange: Connects multiple ServiceNow instances to streamline collaboration and service experiences across enterprises and partners.
    • Strategic Portfolio Management (SPM): Aligns work with business strategy to deliver products and services that drive customer value through digital transformation.

    This comprehensive integration across ServiceNow applications empowers manufacturers to streamline operations, enhance quality management, detect and prevent fraud, and improve customer and partner collaboration efficiently within a single platform.

    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

    • 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.

    Important:
    Manufacturing Commercial Operations is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Australia release

    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.

    Related ServiceNow applications and features

    Order management.
    Optimize the lead-to-cash cycle with Order Management for Manufacturing Commercial Operations.
    The following applications are supported for Manufacturing Commercial Operations:
    • Product Catalog Management enables you to create and manage product catalogs for commercial and technical product offerings.
    • Order management enables you to capture and fulfill product and service orders to create a seamless ordering experience for your customers.
    • Pricing Management enables you to set the pricing for your products.
    Customer Service Management
    The Customer Service Management enables you to provide the service and support that your external customers need.
    Field Service Management
    The ServiceNow Field Service Management application enables you to manage work orders and related tasks, resources, skills, assets, and locations.
    Service Exchange
    ServiceNow® Service Exchange connects multiple ServiceNow instances to provide seamless support and service experiences across the ecosystem, from enterprise customers to suppliers and system integrators. Service Exchange provides a frictionless experience that makes it easy to collaborate and process requests while giving users the convenience of working in their own ServiceNow instance
    Strategic Portfolio Management
    Align work with strategy to deliver products and services in a way that supports your business goals and priorities. The ServiceNow Strategic Portfolio Management (SPM) application enables you to use digital transformation to drive customer value.