Mobile Platform release notes

  • Release version: Xanadu
  • Updated August 1, 2024
  • 4 minutes to read
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    Summary of Mobile Platform release notes - Xanadu

    The ServiceNow® Mobile Platform Xanadu release enhances mobile access to your ServiceNow instance with new AI-driven features, improved user permissions, and streamlined app building tools. These updates empower ServiceNow customers to optimize mobile workflows, improve user collaboration, and tailor mobile experiences based on user attributes.

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    Key Features

    • Now Assist for Mobile Agent app: Leverages generative AI to summarize records and complete tasks efficiently, such as creating summaries of work orders or generating resolution notes.
    • User criteria permissions: Enables control over mobile platform visibility by segmenting users into groups based on attributes like location or department, allowing targeted content display without changing user roles.
    • Mobile App Builder enhancements: Supports all Xanadu features with improved UI, AI-driven component recommendations, visual card creation via Mobile Card Builder, and expanded duplicate functionality for faster app development.
    • Mobile Card Builder improvements: Allows card creation within the same browser tab as Mobile App Builder, with predefined button functions (Cancel, Continue, Log Out) to enhance user interactions.
    • Virtual Agent and AI Search enhancements: Improved generative AI responses and user feedback capabilities for conversational self-service on mobile.
    • New button instances: Includes top icon function buttons to facilitate agent-to-agent chat in the mobile Sidebar and custom map bottom drawer buttons for Indoor Wayfinding shortcuts.
    • Mobile client scripting and navigation improvements: Auto-fill inputs on forms based on user selections and add badging to navigation bar tabs for better notification visibility.
    • Date/time and authentication configurations: Options to use device date/time formats, hide seconds on date/time fields, and configure external authentication browsers on iOS for session consistency.
    • Siri voice search integration: Enables voice search of your ServiceNow instance via Siri shortcuts on supported mobile client versions.
    • Notification tab enhancements: Features to mark all notifications as read and highlight critical alerts for improved notification management.
    • Mobile publishing updates: Automates instance URL population for branded apps, supports unlisted iOS apps, iOS Microsoft Intune app registration requirements, and adds deep links for Android branded apps.

    Key Outcomes

    • Improved efficiency in mobile task management and collaboration through AI-powered summarization and chat features.
    • Greater flexibility in delivering tailored mobile content and experiences to specific user groups via user criteria permissions.
    • Faster and more intuitive mobile app development with integrated AI recommendations and enhanced builder tools.
    • Enhanced self-service capabilities with conversational AI and voice search to reduce support workload.
    • Better notification handling and navigation aids to keep users informed and engaged on mobile devices.
    • Improved accessibility and session management for a seamless mobile user experience across devices and platforms.

    The ServiceNow® Mobile Platform enables you to access your ServiceNow instance from anywhere. Mobile Platform was enhanced and updated in the Xanadu release.

    Mobile highlights for the Xanadu release

    • Define the visibility of specified areas of the mobile platform based on user attributes, by using user criteria permissions.
    • Streamline task collaboration for agent-to-agent chat with the Sidebar experience on the Mobile Platform using a top icon function button instance that points to record screens.
    • Provide intelligent and conversational self-service with ServiceNow® Now Assist in ServiceNow® Virtual Agent for Mobile Platform.
    • Dynamically auto-fill inputs based on user selections on input form screens.

    See Mobile Platform for more information.

    New in the Xanadu release

    Now Assist for Mobile Agent app
    Use the power of generative AI in the Mobile Agent app to summarize records and complete tasks more efficiently. Users can create a condensed summary of work order tasks or generate resolution notes.
    User criteria permissions
    Control the visibility of different areas of the mobile platform by defining user criteria permissions. User criteria permissions, unlike the user roles permissions, enable you to segment your users into different groups, like location, department, or company. With user criteria permissions, you can change information within a single area of a group to update all users' details associated within that group. For example, a company relocates, and the management requires that users in the new location have access to different mobile content. Admins can update the user criteria permissions, so that this new content is displayed to all users in this group.
    Mobile App Builder
    • Support for all Mobile Platform Xanadu features.
    • Component recommendations by Now Assist across many records.

    UI changes

    Mobile App Builder enhancements
    • Component recommendations by Now Assist, rather than a simple alphabetical list.
    • Choose and create cards visually by using Mobile Card Builder integrated within Mobile App Builder.
    • Access more records with expanded duplicate functionality that includes card templates, launcher screen, and functions.
    • Streamlined creation of list screens with embedded record screens for a simplified user experience.
    Mobile Card Builder enhancements
    • Create a card from scratch in Mobile Card Builder.
    • Open Mobile Card Builder within the same browser tab as Mobile App Builder to streamline transitions between the tools.

    • Cards and card templates functions now contain three predefined button functions in addition to the existing options. The preconfigured functions users can choose are Cancel, Continue, and Log Out actions.

    Changed in this release

    Now Assist for Virtual Agent enhancements
    Deliver direct, relevant, and conversational responses to questions using generative AI, including the ability to give feedback to messages generated by AI in Virtual Agent.
    Now Assist in AI Search on Mobile
    Provide AI-generated or AI-selected answers to user searches with the ability for users to provide feedback on the relevancy of the curated answers.
    Two new button instances
    • Provide users with an additional shortcut to items or actions in record screens with the top icon function button instance, providing support for the agent-to-agent mobile Sidebar experience.
    • Add shortcuts to the Indoor Wayfinding experience with the custom map bottom drawer function button instance.
    Mobile client scripting enhancements
    Streamline input form screen completion with auto-filled inputs based on one or many user inputs.
    Navigation bar enhancement
    Add badging capability to navigation bar tabs, which enables badging on any navigation tab icons.
    Configure mobile apps to use device date/time formats
    Set the useDeviceSettingsForDateTimeFormats mobile property to True to configure the date/time fields in mobile apps to use the date/time format that is used on the mobile device. This feature is available on the 18.2.0 mobile client release version and later.
    Hide the seconds display in date/time fields
    Use mobile properties to hide the display of seconds in mobile cards, record screen details pages, or activity streams. This feature is available on the 18.2.0 mobile client release version and later.
    Configure an external authentication browser for iOS apps
    Configure an external browser on iOS apps that are used during authentication so external URLs that are opened by the same browser type can maintain sessions and cookies. This feature is available on the 18.3.0 mobile client release version and later.
    Search in a ServiceNow instance with Siri shortcuts
    Configure your ServiceNow instance to enable Siri voice search in your mobile app on the instance using global search. This feature is available on the 18.4.0 mobile client release version and later.
    Notification tab enhancements
    Use the following enhancements added to the Notification tab within the navigation bar:
    • Option to mark all notifications as read, providing the ability to manage your notification entries.
    • Highlighted display of critical alerts in the notification area.
    Mobile Publishing enhancements and changes
    • Auto-populate instance URLs when new branded app builds are requested and when existing branded apps are updated.
    • Support for unlisted iOS branded apps.
    • New requirement for iOS Microsoft Intune apps to be registered with Microsoft Entra ID (formerly Azure AD).
    • Add deep links when you make new Android branded app requests for both private and public distribution.

    Activation information

    ServiceNow Mobile Platform is a ServiceNow AI Platform® feature that is active by default.

    Accessibility information

    Accessibility improvements for the ServiceNow Mobile Platform include the following updates:
    • Improved the ability to connect your mobile device to a Bluetooth keyboard, especially in the areas of maps and filters. This update improves navigation throughout mobile apps.
    • Improved management and layout of banner messages, when multiple messages are displayed simultaneously.