Return Merchandise Authorization release notes
The ServiceNow® RMA Case Management application enables customers to create cases for install base item. It offers simplified processes, decreased turnaround time, and a unified workflow.
Return Merchandise Authorization highlights for the Australia release
- RMA AI Agent for automated RMA entitlement and intelligent case handling.
See Return Merchandise Authorization for more information.
New in the Australia release
- Return Merchandise Authorization
- Leverage the RMA AI Agent for automated entitlement and case handling with the following features:
- Automates entitlement checks with real‑time warranty validation
- Selects best‑fit resolution and sends for customer approval
- Generates recommended actions when no valid entitlement is found
- Provides proactive case updates and follow‑ups
- Answers customer queries and handles multi‑intent emails
Activation information
Install RMA Case Management (sn_csm_rma_case) by requesting it from the ServiceNow Store. Visit the ServiceNow Store 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. Return Merchandise Authorization is available with activation of the RMA Case Management (sn_csm_rma_case) plugin. For details, see Activate the Return Merchandise Authorization plugin.
Browser requirements
Starting with the Zurich release, RMA Case Management for Sales and Order Management doesn't support mobile devices and Internet Explorer. For more information, see Browser support.