RMA Case Management
Use the ServiceNow® RMA Case Managment to Streamline the process of Returns, Replacement, Refund and Repairs
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
| 134 days of no change | ||
| 2026-04-27 | 1 | -1 |
| 193 days of no change | ||
| 2025-10-15 | 0 | +1 |
About
The RMA Case application enables organisations to manage and triage return cases for customer products and services. RMA case streamlines handling of product returns and related requests, ensuring only eligible products can be processed. It provides a structured, efficient way for agents to manage cases, drives higher CSAT with faster returns and enhances the customer experience through timely updates and clear communication.
Key Features
- Data Model Changes
- The RMA Case table has extends the Case table.
- The RMA Case Line table extends the Case Line table.
- Roles and Permissions
- A new role, RMA Agent, has been established to enable read, write, update, and delete actions on the RMA Case and RMA Case Line tables.
- Additional granular roles have been created for creating, reading, writing, and deleting RMA Cases and RMA Case Lines.
- Agent Experience
- A dedicated navigation menu for RMA Cases has been added.
- A horizontal playbook experience is now available in the CSM/FSM Agent Experience workspace, providing multiple stages for case resolution.
- Customer Experience
- Not applicable.