Manufacturing Commercial Operations landing page \(CSM/FSM configurable workspace\)

Use the Manufacturing Commercial Operations workspace to manage warranty claims, pre-authorizations, and campaigns. View personalized dashboards, filter records by status, and take action based on AI-suggested dispositions.

MCO workspace capabilities

The Manufacturing Commercial Operations workspace provides role-based landing pages that display personalized dashboards, case summaries, and performance metrics. Use the workspace to:

Review and approve repair claims with AI-suggested dispositions
Process pre-authorization requests from dealers
Manage sales promotion and recall campaigns
Filter claims and campaigns by status and risk level
Toggle between gallery and list views

Note: Users without AI plugins installed can view the non-AI experience.

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The agent workspace landing page includes different sections and components. It has the following capabilities:

Toggle between gallery view and list view.
View the isolated view of each module by selecting View all
Create records.

Tabs/Fields	Description
Active claims	Number of active repair and sales promotion claims.
Active pre-authorization requests	Number of active pre-authorization requests received from the dealers.
Active campaigns	Number of active recall and sales promotion campaigns published by OEMs.

Repair claim

The Repair Claims list displays warranty repair claims and their AI-suggested dispositions. Use the filter pills to narrow the list by disposition category.

Filters	Description
Suggested for Approval	Displays claims that have passed all validation checks and are within the approved threshold.
Suggested for Rejection	Displays claims flagged for rejection based on validation failures.
Suggested for Review	Displays claims that require manual review before a decision can be made.
Potential fraud	Displays claims flagged as potentially fraudulent by the AI agent.
All	Displays all repair claims regardless of disposition.

When the Suggested for Approval filter is active, an AI-generated summary displays the total number of claims that have passed all checks and are within the approval threshold, along with a breakdown of the following amounts:

Fields	Description
Total amount	Combined total of all charges across the filtered claims.
Total labor charges	Total labor costs across the filtered claims.
Total part charges	Total parts costs across the filtered claims.
Total miscellaneous charges	Total miscellaneous costs across the filtered claims.
Total external charges	Total external costs across the filtered claims.

Each claim card in the list displays the claim number, current state, and suggested action reason.

Sales promotion claim case

The Sales promotion claim case list displays all claim cases submitted by dealers for active sales promotions.

Filters	Description
All	Displays all claim cases.
Approved	Displays claim cases approved for reimbursement.
Rejected	Displays claim cases that were declined.
Pending Review	Displays claim cases awaiting review.

Fields	Description
Number	Unique identifier for the claim case.
Short description	Brief description of the claim.
Dealer	Dealer that submitted the claim.
Total claimed amount	Total amount submitted for reimbursement.
State	Current status of the claim case.

Pre-authorization request

The pre-authorized repair request list displays all pre-authorization requests submitted by dealers.

Filters	Description
All	Displays all pre-authorization requests regardless of status.
Approved	Displays requests that have been approved.
Rejected	Displays requests that have been declined.
Pending Review	Displays requests that are awaiting review.

Each request displays the following information:

Field	Description
Number	Unique identifier for the pre-authorization request.
State	Current status of the request.
Dealer	Dealer that submitted the request.
Updated	Date and time the request was last updated.

Use the Filter, Sort by, and Group by controls to refine and organize the list.

Recall campaign

Displays all recall campaigns accessible to the logged-in user. Use the filter to narrow the list by campaign status.

Filters	Description
All	Displays all the recall campaign regardless of status.
Approved	Displays campaigns that have been approved.
Rejected	Displays campaigns that have been declined.
Pending Review	Displays campaigns that are awaiting review.

Sales promotion

Displays all sales promotions accessible to the logged-in user. Use the filter to narrow the list by promotion status.

Filters	Description
All	Displays all the sales promotion campaign regardless of status.
Approved	Displays campaigns that have been approved.
Rejected	Displays campaigns that have been declined.
Pending Review	Displays campaigns that are awaiting review.

Fields	Description
Number	Unique identifier for the sales promotion.
State	Current status of the promotion.
Description	Brief description of the promotion.
Promotion Type	Type of promotion associated with the record.
Owner	User responsible for the promotion.

What to explore next

To learn more about configuring and using MCO, see:

title	Manufacturing Commercial Operations landing page \(CSM/FSM configurable workspace\)
description	Use the Manufacturing Commercial Operations workspace to manage warranty claims, pre-authorizations, and campaigns. View personalized dashboards, filter records by status, and take action based on AI-suggested dispositions.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/australia/manufacturing/mco-landing-page.html
release	australia
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	4
breadcrumb	ExploreManufacturing Commercial Operations