Setting up Field Service Mobile Agent

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Setting up Field Service Mobile Agent

    Setting up the Field Service mobile application involves configuring the Mobile Agent application and customizing UI actions to facilitate task management on mobile devices. The Field Service Mobile plugin is essential for enabling functionality within the Field Service Management application.

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    Key Features

    • Customization: Tailor system and mobile properties to fit your organization’s needs, adjusting display options, permissions, and access controls.
    • Outsourced Service Provider Access: Allow contractors to manage their tasks via mobile devices for better collaboration and efficiency.
    • Task Briefing via Virtual Agent: Enable agents to receive task instructions directly through the app, ensuring they have necessary information for completion.
    • Indoor Wayfinding: Implement navigation features to help agents find their way in large indoor job sites, enhancing efficiency.
    • Virtual Agent Conversations: Utilize ServiceNow® Virtual Agent to provide agents with quick answers to queries while using the Now Agent mobile application.
    • Sidebar Activation: Activate the Sidebar feature for easier navigation within the mobile application, available to users with admin roles.
    • Push Notifications: Configure notifications for real-time updates on task assignments, keeping agents and dispatchers informed of important changes.

    Key Outcomes

    By setting up the Field Service Mobile Agent, organizations empower field agents and dispatchers to work efficiently from any location, ensuring effective task management, improved communication, and enhanced navigation capabilities, ultimately leading to better service delivery.

    Setting up the Field Service mobile application involves configuring the Mobile Agent application, customizing UI actions, and other functionalities to enable task management from your phone or other mobile device.

    The Field Service Management application includes the Field Service Mobile plugin (com.sn_fsm_mobile) by default. This plugin enables the Field Service mobile application's functionality within your Field Service Management application.

    Note:
    The mobile plugin must be installed.
    You can configure the following functionalities within this mobile application to ensure an optimized mobile experience for your Mobile Agent application instance, empowering agents and dispatchers to work efficiently from any location:
    • Customize system and mobile properties to tailor the mobile experience according to your organization's requirements. This includes configuring settings such as display options, permissions, and access controls.
    • Enable the outsourced service provider to manage tasks on mobile devices. This functionality allows contractors to access and manage their assigned tasks, ensuring seamless collaboration and efficient task execution.
    • Utilize the task briefing feature using the virtual agent capability. This enables agents to receive briefings and instructions for their tasks directly through the mobile application, ensuring they have all the necessary information to complete their assignments effectively.
    • Implement indoor way finding functionality within the mobile application. This enables agents to navigate complex indoor environments more easily, improving their efficiency and reducing response times.

    Configuration overview

    The steps for setting up Field Service Mobile Agent are:
    1. Configure the Now Mobile Agent application

      Configure the Mobile Agent application and customize it for field service agents and dispatchers.

    2. Field Service Contractor for mobile feature of the Now Mobile Agent application

      The Field Service Contractor for mobile feature of the ServiceNow Agent application enables contractors to manage work order tasks.

    3. Configuring Field Service Virtual Agent Conversations

      ServiceNow® Virtual Agent for Field Service Management enables field service agents to get quick answers to their work-related queries by interacting with a virtual agent through the Now Agent mobile application.

    4. Configuring Site Mapping for Field Service Management

      Site Mapping for Field Service Management helps agents navigate job sites when their tasks are in large indoor facilities.

    5. Activate Sidebar for the Field Service Mobile Agent application

      You can activate the Sidebar for Field Service Management plugin (com.sn_fsm_sidebar) for Field Service Management if you have the admin role. Activating this plugin enables the Sidebar feature on the Mobile Agent application.

    6. Configuring push notifications for task assignment

      Configure notifications to ensure agents and dispatchers receive timely updates and alerts on their mobile devices. This feature keeps them informed about important tasks and changes in real-time.