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Marketing Service Management

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Note: This article applies to Fuji and earlier releases. For more current information, see Marketing Service Management at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Visit http://docs.servicenow.com for the latest product documentation.

Overview

The Marketing Service Management application lets you request changes to the operation and maintenance of your marketing-related cases. The marketing staff can then track these requests and make the necessary changes. Any user in the system to view all open marketing requests. This gives your users a chance to see the marketing issues that have already been reported before they submit a new request.

Request templates are linked to service catalog items; specifically, to record producers. When you make a request from the catalog, it uses the catalog item's associated template to create the actual marketing request.

Marketing Service Management is one in a suite of applications known as Service Management (SM) applications. SM applications, such as field service management and facilities service management allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed.

When Service Management is activated, SM applications can be activated, as well as other features such as the Service Management Application Designer and the Service Management Portal.

Marketing Service Management Process

Marketing Service Management defaults to the request-driven process, where tasks can be assigned to a request; however, closing all tasks will not automatically close the request. You can switch to the task-driven process if you require multiple tasks to be performed before the request can be considered complete. The marketing service management process is as follows:

  1. Users submit marketing requests through the service catalog.
  2. Based on settings in the Marketing Service Management Configuration, the request transitions through states based on actions performed through the request.
  3. When the request has been fulfilled by the marketing team, the request is closed.

Roles

Role Title [Name] Description
Marketing administrator

[marketing_admin]

Marketing administrators can qualify and dispatch requests.
Marketing agent

[marketing_agent]

Performs the work necessary to answer marketing requests.
Marketing dispatcher

[marketing_dispatcher]

Schedules and assigns the tasks to marketing staff.

Menus and Modules

Activating this feature adds the Marketing menu to the application navigator with the modules listed below. It also adds modules to the Self-Service application menu.

Marketing menu bar.png Under the Marketing application menu:
  • Overview: Open the Marketing Overview homepage, which contains several built-in reports.
  • Requests
    • Create New: Create a new marketing request record.
    • Created By Me: View and edit all marketing requests created by the logged-in user.
    • All Marketing Requests: View and edit all marketing requests.
    • Assigned to me: View and edit marketing requests that are assigned to you or to a group that you belong to.
    • Open - Unassigned: View and edit marketing requests that have not been assigned to a user or group.
  • Tasks
    • All Marketing Tasks: View and edit all marketing tasks.
    • Assigned to me: View and edit marketing tasks that are assigned to you or to a group that you belong to.
    • Open - Unassigned: View and edit marketing tasks that have not been assigned to a user or group.
  • Catalog & Knowledge
    • Marketing Templates: Create service order templates to update existing marketing documents that reuse the same types of information.
    • Maintain Catalog Items: Create or edit catalog items.
    • Knowledge: Set up a knowledge base for the application. You can also browse and search for articles that are configured to grant you access, and submit feedback on those articles.
  • State Flows
    • Marketing Request Flows: Create or edit state flows for marketing requests.
    • Marketing Request Task Flows: Create or edit state flows for marketing request tasks.
  • Administration
    • Properties: Configure various marketing settings using properties.
    • Configuration: Configure the requirements that apply to marketing service management, including approvals, qualifications, auto and manual dispatch, and so on.
Marketing Self-Service application menu.png Under the Self-Service application menu:
  • Marketing Catalog: Submit marketing requests through the service catalog.

Activating the Marketing Application

Marketing Service Management is available as a separate subscription.


To purchase a subscription, contact your ServiceNow account manager. After purchasing the subscription, activate the plugin within the production instance.

You can evaluate the feature on a sub-production instance without charge by activating it within the instance.

Activating Marketing Service Management for the SM CMS Portal

Marketing Service Management can be added to the Service Management CMS portal by activating the following plugins.

Plugin ID Description
Service Management Core com.snc.enterprise_service_management.cms Allows you to add SM applications, such as marketing service management to the Service Management CMS Portal. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details
Marketing Service Management CMS Portal com.snc.marketing.service.automation.cms Displays the Marketing Service Management application on the Service Management portal. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.