Manufacturing Commercial Operations release notes

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Manufacturing Commercial Operations Release Notes

    The ServiceNow® Manufacturing Commercial Operations (MCO) application introduced in the Zurich release enables manufacturers, agents, and dealers (including channel partners) to connect and efficiently manage recall and sales promotion campaigns, warranty repairs, and quality investigations. This application streamlines collaboration between manufacturers and dealers, improving issue resolution and campaign management.

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    Key Features

    • Recall Campaigns and Claims: Create and manage recall campaigns with phases and sub-phases to target specific assets and notify dealers. Dealers can submit reimbursement claims for recalled products.
    • Repair Claims: Dealers can raise reimbursement claims for repairs performed under warranty, facilitating smoother claims handling.
    • Sales Promotions and Claims: Manage sales promotion campaigns and streamline claims resolution with dealers post-promotion.
    • Pre-authorization Requests: Dealers can request pre-authorization to confirm coverage of parts, labor fees, or repairs under warranty or service contracts.
    • Quality Issue Management: The MCO Agents Portal supports identifying, managing, and resolving product quality issues through their lifecycle, including non-conformance and quality investigation cases.
    • Dealer Portal: Enables dealers to manage daily activities and access real-time data insights for better operational control.
    • UI Enhancements: The Coral theme is the new default for portals and mobile experiences, offering an improved, brand-neutral interface with an optional dark mode for better accessibility and reduced eye strain.
    • Now Assist for MCO: The new AI-powered Now Assist application enhances Manufacturing Commercial Operations with platform AI capabilities, improving efficiency and decision-making.

    Activation and Browser Support

    MCO is available through the ServiceNow Store and requires a request for installation. The application supports modern browsers like Microsoft Edge (Chromium) but does not support Internet Explorer or legacy Microsoft Edge. Access via mobile devices is not supported within ServiceNow workspace.

    Integration with Related ServiceNow Applications

    • Order Management: Supports streamlining the lead-to-cash process in conjunction with MCO.
    • Product Catalog Management and Pricing Management: Manage commercial and technical product offerings and pricing.
    • Customer Service Management and Field Service Management: Provide comprehensive external customer service and field operations support.
    • Service Exchange: Facilitates collaboration across multiple ServiceNow instances for seamless support and service delivery.
    • Strategic Portfolio Management: Aligns work with business goals to drive digital transformation and customer value.

    Practical Benefits for ServiceNow Customers

    Manufacturers and dealers using MCO can expect streamlined claims management, enhanced collaboration on recalls and promotions, improved quality issue tracking, and a more user-friendly interface. The integration with other ServiceNow applications enables a cohesive end-to-end manufacturing commercial operation experience, aiding in faster resolution and better customer engagement.

    The ServiceNow® Manufacturing Commercial Operations application enables manufacturers, agents, and Dealers (internal and channel partners) to connect and track services and manage recall and sales promotion campaigns. Manufacturing Commercial Operations is a new application in the Zurich release.

    Manufacturing Commercial Operations highlights for the Zurich release

    • Create recall campaigns and claims to manage recall campaigns and streamline collaboration with dealers to resolve claims​.
    • Create repair claims to streamline collaboration with dealers to submit and resolve claims for repairs performed under warranty.
    • Create sales promotions and claims to manage sales promotion campaigns and to streamline collaboration with dealers to resolve claims.
    • Create phases and sub phases in the recall campaign to enable the manager to launch it for selected assets, and notify the targeted dealers.
    • Submit pre-authorization requests to confirm whether certain parts, fees, or repairs are covered under a warranty or service contract.
    • Create non-conformance (NC) and quality investigation (QI) cases to capture quality problems, coordinate investigations, and collaborate with stakeholders throughout resolution.

    See Explore 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 Zurich release

    Quality issue management
    The MCO agents portal enables the manufacturers to identify, manage, and resolve product quality issues throughout the entire life cycle, from initial detection through remediation and closure.
    Data model
    The quality issue management data model facilitates the OEMs to understand the quality issue management tables and their functions.
    Phases and Sub-phases
    The MCO agents portal enables the manufacturers to create phases and sub-phases within a recall campaign and launch it for selected assets, and notify the targeted dealers.
    Pre-authorization request
    The dealer portal enables the dealer to initiate the pre-authorization request to confirm whether certain parts, labor fees, or repairs are covered under a warranty or service contract.
    Recall campaign
    The dealer portal enables the dealer to initiate reimbursement claim requests from the OEM for the work performed on the recalled products.
    Repair claims
    The dealer portal enables the dealer to raise a reimbursement claim request for the repair of an equipment or product that is under a warranty contract.
    Sales promotion
    The dealer portal enables the dealers to raise post sales promotion claims from the OEM depending on the claim case.
    Dealer portal
    The dealer portal helps the agent to manage the day-to-day business activities and monitor the real-time data insight.
    Plugins installed with MCO
    The new MCO plugin enables you to install the Manufacturing Commercial Operations and other dependent modules.

    UI changes

    Coral theme
    Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.

    Activation information

    Install Manufacturing Commercial Operations 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.

    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.

    Accessibility information

    Dark theme
    The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability.

    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.