Configuring Manufacturing Commercial Operations

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Configuring Manufacturing Commercial Operations

    Configuring Manufacturing Commercial Operations enables manufacturers to manage the complete lifecycle of manufacturing products using ServiceNow applications. This setup involves installing and configuring various interconnected applications that support customer service, sales, order management, and service exchanges, providing a unified platform for commercial operations in manufacturing.

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    Key Configuration Tasks

    As an admin, you will install and configure the following core applications, primarily sourced from the ServiceNow Store, to establish a robust manufacturing commercial operations environment:

    • Customer Service Management (CSM): Provides agents and account executives with visibility into customer systems and tools to deliver proactive services.
    • Lead Management: Facilitates creating leads, pre-sales product recommendations based on customer needs, and user role assignments.
    • Opportunity Management: Enables creation and management of sales opportunities, tracking potential sales aligned with customer needs.
    • Quote Management: Allows sales agents to generate sales quotes for customer products or services.
    • Order Management: Supports capturing, managing, and fulfilling enterprise customer orders. For Telecommunications customers, a specialized Order Management application with TMF API implementations is available.
    • Sales Agreement Management: Helps create sales agreements between buyers and sellers for future transactions.
    • Service Model Foundation: Provides a framework to create structured and flexible data models tailored to business needs.
    • Install Base Management: Captures customer usage or purchases of products within the Manufacturing Commercial Operations environment.
    • Service Exchange for Providers and Consumers: Facilitates service exchanges; separate installation steps apply for providers and consumers.

    Next Steps and Support

    To optimize your manufacturing setup, collaborate with an implementation specialist. Additional resources and peer collaboration opportunities are available through the Customer Success Center and the ServiceNow Manufacturing Community, enabling shared knowledge and industry-specific networking.

    Set up Manufacturing Commercial Operations to enable manufacturers to manage the end-to-end lifecycle of your manufacturing products.

    Configuring Manufacturing Commercial Operations involves several main tasks:

    • Installing and setting up the Manufacturing Commercial Operations application.
    • Installing and configuring Customer Service Management (CSM).
    • Installing and setting up Sales Customer Relationship Management applications, such as Lead Management, Opportunity Management, Quote Management, and Sales Agreement Management.
    • Installing and setting up Service Exchange for Providers and Consumers.

    Installing and configuring Manufacturing Commercial Operations applications

    As a user with the admin role, complete the following main configuration tasks to set up your Manufacturing Commercial Operations applications.

    Table 1. MCO configuration tasks
    Configuration task Description
    Install and configure Customer Service Management Install the Customer Service Management application from the ServiceNow Store store. This application enables your agents and account executives to gain visibility into the customer systems and tools they need to deliver proactive services to customers.
    Install and configure Lead Management

    Install the Lead Management application from the ServiceNow Store. This application enables manufacturers to create leads and provide pre-sales product recommendations based on customer needs, as well as assign user roles and configure related features such as needs analysis.
    Install and configure Opportunity Management Install the Opportunity Management application from the ServiceNow Store store. This application enables your sales agents and account executives to create and manage opportunities that identify and track potential sales based on identified customer needs.
    Install and configure Quote Management Install the Quote Management application from the ServiceNow Store store. It enables your sales agents to generate sales quotes for products or services that a customer wants to buy.
    Install and configure Order Management Install the Order Management application from the ServiceNow Store. This application enables your agents to capture, manage, and fulfill orders from enterprise customers.
    Note:
    If you have a Telecommunications Service Management subscription, install the Order Management for Telecommunications, Media, and Technology application from the store. This application includes the Order Management application and also the ServiceNow implementations of the TMF APIs for telecommunications products.
    Install and configure Sales Agreement Management

    Install the Sales Agreement Management application from the ServiceNow Store store to create sales agreements between a buyer and a seller for future transactions.
    Install and configure Service Model Foundation Install the Service Model Foundation application from the ServiceNow Store store. This framework enables you create structured and flexible data models that represent your business needs.
    Install and configure Install Base Management Install the Install Base Management application from the ServiceNow Store store. This application enables you to capture a customer’s use or purchase of a product with the Manufacturing Commercial Operations application.
    Install and configure Service Exchange for Providers See Install Service Exchange for Providers.
    Install and configure Service Exchange for Consumers See Install Service Exchange for Consumers.
    • Work with an implementation specialist to streamline your manufacturing setup process. To learn more, see the Customer Success Center.
    • Join the ServiceNow Manufacturing Community to share knowledge, collaborate, and network with peers around the globe who are addressing the same industry challenges and opportunities.