Return Merchandise Authorization release notes
The ServiceNow® RMA Case Management application enables customers to create cases for install base item. It offers simplified processes, decreased turnaround time, and a unified workflow. RMA Case Management is a new application in the Zurich release.
Return Merchandise Authorization highlights for the Zurich release
- Streamline sales return by enabling agents to manage RMA cases in Agent Workspace and bridging self-service with full support.
- Handle product cases efficiently to streamline the return process and enhance the customer experience.
See Return Merchandise Authorization for more information.
New in the Zurich release
- Return Merchandise Authorization
- Enable customers to create cases for defective products within a specified warranty period, which helps streamline the process.
- Granular roles in Install Base Management
- Use the following new granular
roles with the
sn_install_base.install_base_admin
role, which is installed with Customer Service Install Base Management plugin (com.snc.install_base):
- sn_install_base.install_base_read
- sn_install_base.install_base_write
- sn_install_base.install_base_create
- sn_install_base.install_base_delete
- sn_customerservice.customer_data_viewer
- sn_customerservice.case.viewer
These roles provide you with more control over administrative tasks related to install base and sold product related entities.
Changed in this release
- Enhancements in the RMA case flow
- Streamline the sales return process by enabling agents to initiate, track, and close RMA cases for install base items directly within the Agent Workspace. It also bridges the gap between self-service and full support.
Activation information
Install RMA Case Management by requesting it from the ServiceNow Store. Visit the ServiceNow Store website 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. Return Merchandise Authorization is available with activation of the RMA Case Management plugin (sn_csm_rma_case). For details, see Activate the Return Merchandise Authorization plugin.
Browser requirements
Starting with the Zurich release, RMA Case Management for Sales Customer Relationship Management doesn't support mobile devices and Internet Explorer. For more information, see Browser support.