Recall campaign

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Recall campaign

    A recall campaign is a structured process initiated by Original Equipment Manufacturers (OEM) to address defects in products sold to customers. This process involves coordination between OEM recall managers and dealers to identify impacted assets, manage recall phases, and handle repair claims efficiently.

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    Key Features

    • Recall Campaign Management: OEM recall managers create and manage recall campaigns, defining corrective actions, impacted assets, campaign phases, and selecting affected dealers.
    • Dealer Interaction: Dealers receive published campaigns, view campaign details, and submit repair claims related to recall work performed.
    • Phases and Sub-phases: The campaign workflow supports creating phases and sub-phases based on location or dealer, enabling organized and targeted recall execution.
    • MCO Agent Portal: Provides a guided, standardized experience for OEM assessors to manage recall campaigns, simplifying claim resolution.
    • Data Model and Configuration: Includes specific tables and plugins (such as the recall claim plugin) to support recall campaign management within the ServiceNow environment.

    Practical Steps for ServiceNow Customers

    • Setup: Install the Manufacturing recall claim management plugin, configure product models, parts, assets, install base items, and set up dealers with assigned recall roles.
    • Campaign Creation and Management: Use the Agents (CSM/FSM) workspace to create recall campaigns, define corrective actions and charges, import impacted assets, and manage campaign phases and sub-phases.
    • Dealer Use: Dealers utilize the Dealer portal to view recall details and submit repair claims related to recall campaigns.
    • Campaign Closure: Recall managers close campaigns once the recall process is complete.

    Key Outcomes

    Implementing the recall campaign process in ServiceNow enables OEMs to efficiently manage product recalls with clear workflows, improved communication with dealers, and standardized claim resolution. This structured approach reduces complexity, ensures compliance, and enhances customer satisfaction by addressing product defects systematically.

    A recall process is a structured procedure launched by Original Equipment Manufacturers (OEM) to fix defects or issues in their manufactured products that are sold to the customers. Dealers can submit repair claims for work performed as part of recall campaigns, while OEM assessors benefit from a playbook-guided experience that simplifies and standardizes claim resolution.

    Figure 1. Recall campaign workflow
    Recall campaign workflow
    1. Create recall campaign: The Recall manager creates the recall campaign.
    2. Corrective action and charges: The dealer enters the parts and software asset details for which the claim is raised.
    3. Add impacted: The Recall manager adds the assets that are impacted for the recall campaign.
    4. Create campaign phases: The Recall manager creates the campaign phases based on the location or the dealer.
    5. Select dealers included: OEM selects the dealers who are impacted by the recall campaign.
    6. Publish the campaign to dealers: Recall phase owners sends the campaigns to the dealers.
    7. View recall campaign details: Dealers can view the recall campaign details created by the recall manager.
    8. Submit recall claims: The Dealer submits the recall claims.
    9. Close campaigns: The Recall manager closes the recall campaigns.

    Phases and sub-phases

    The MCO agent portal enables manufacturers to manage recall campaigns through a structured workflow. The portal provides capabilities to create campaign phases and sub-phases, select target assets for recall, launch campaigns, and notify affected dealers.

    Working with recall campaign

    Use the following to configure, use, and manage recall campaigns in MCO.

    Review the entities and relationships within the Recall campaign data model, including tables added or modified by the recall claim plugin.
    1. Configure recall campaign: Complete the following tasks to set up the recall campaign in your environment.
      1. Install Manufacturing recall claim management [sn_rcl_claim_mgmt]: Installing applications, plugins, and products.
      2. Set up product models and parts: Configuring product models
      3. Set up assets and install base items: Configuring assets and Create an install base item
      4. Set up dealers: Set up dealer
      5. Assign recall roles: Assign roles
    2. Work with recall campaign (OEM): Use the Agents (CSM/FSM) workspace to create and manage recall campaigns, phases, and claims.
      1. Create a recall campaign: Create a campaign
      2. Define corrective action and charges: Corrective actions
      3. Import impacted asset: Importing impacted assets
      4. Create and manage campaign phases: Recall a campaign phase
      5. Create phases and sub-phases: Create a phase and sub-phase in a recall campaign
    3. Work with recall campaign (Dealer): Use the Dealer portal to submit and track recall claims. Submit a repair claim for recall.