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Marketing Service Management
| Note: This article applies to Fuji and earlier releases. For more current information, see Marketing Service Management at http://docs.servicenow.com
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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.
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:
- Users submit marketing requests through the service catalog.
- Based on settings in the Marketing Service Management Configuration, the request transitions through states based on actions performed through the request.
- When the request has been fulfilled by the marketing team, the request is closed.
|Role Title [Name]||Description|
| Marketing administrator
|Marketing administrators can qualify and dispatch requests.|
| Marketing agent
|Performs the work necessary to answer marketing requests.|
| 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.
| Under the Marketing application menu:
| Under the Self-Service application menu:
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.
|Click the plus to expand instructions for activating a plugin.|
If you have the admin role, use the following steps to activate the plugin.
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.
|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.|