The ServiceNow® Manufacturing Commercial Operations (MCO) product empowers you to optimize sales, support, and service operations—enhancing operational efficiency, reducing costs, and boosting productivity.
With the Manufacturing Repair Claim Management Advanced store app, dealer users can submit a repair claim using a playbook. The playbook provides step-by-step guidance to create a new repair claim or a pre-authorization request.
The activities included on the repair playbook are detailed below:
- Request or Claim details – the dealer service advisor provides details about the asset that is being repaired. Additionally, this activity captures the dealer details as well as the consumer information and product usage details.
- Claim jobs – this activity will include one or more claim jobs. Each claim job will allow the dealer service advisor to provide the job details, parts used and the cost incurred, labor codes used to include the usage details and cost, miscellaneous and external service relatedservice-related costs. Additionally, the user can add attachments like documents and images to support the details entered in the claim job.
- Review – this activity is visible to the OEM’s claim agent who can review the claim submitted by the dealer. The claim agent can approve all, reject all, partially approve, or send back the claim to the dealer. In the case of a pre-authorization request, this activity is visible to the warranty specialist.
The Manufacturing repair claim management advanced plugin allows the users to use the above features. Additionally, the claim submission process and the claim review and approval process are both rendered using playbooks. The playbook experience provides the dealer user with a step-by-step guided navigation to submit claims. The claims agent gets to see all the activities on the playbook and can review and approve/reject using the Claim review activity on the playbook.
The playbook is made available to various persona as detailed in the table below.
|
User |
Description |
|
Manufacturing Operations Admin |
A member of the OEM organization and the MCO admin. Access to all Manufacturing Commercial Operations features and tables. They can perform both dealer and OEM (Original Equipment Manufacturer) operations They can add, remove, and update the dealer members and assign the responsibilities to dealer members for approval or rejection of the claims. |
|
Claims Agent |
Member of the OEM team They can view, approve, send back, and reject claims. |
|
Dealer Service Advisor |
Create, view, update, and cancel a repair claim case. |
|
Dealer Operations Admin |
Create, read, update, or cancel all the claims. |
|
Warranty Specialist |
Member of the OEM team They can view, approve, send back, or reject pre-authorization requests |
N/A