Use mobile application to perform agent and manager tasks

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Use mobile application to perform agent and manager tasks

    This guide explains how customer service agents and managers can efficiently use the ServiceNow mobile application to manage cases, handle approvals, and respond to escalations anytime and anywhere. It highlights key actions available to both roles, enabling prompt case resolution and streamlined workflow management on the go.

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    Agent Tasks

    Agents with the sncustomerserviceagent role can perform a variety of case management actions directly from the mobile app, such as:

    • Accept cases: Swipe left or use the menu to accept assigned cases.
    • Add comments: Add work notes or additional comments via swipe or menu options.
    • Assign cases: Assign unassigned cases to themselves or other agents, selecting the assignment group and user.
    • Edit cases: Modify key fields including short description, account, contact, priority, product, asset, assignment group, and assigned agent.
    • Close and reopen cases: Close cases by providing mandatory resolution details or reopen cases changing their state.
    • Propose major cases and solutions: Suggest a case as a major issue or propose a solution, including resolution codes and notes.
    • Reassign and escalate cases: Reassign cases or escalate them by submitting required escalation details such as reason, severity, and justification.
    • Request information: Request additional information from stakeholders, adding requests to comments.
    • Search cases: Use keywords to find cases excluding those already closed.
    • View change requests: Access change request details linked to cases, including schedules and planning.

    Manager Tasks

    Customer service managers with the sncustomerservicemanager or approveruser roles can:

    • Approve or reject escalations: Manage escalations via “My Approvals” by reviewing details and taking action through swipes or menu options. Notifications alert approvers of pending escalations.
    • Review and approve change requests: Assess change requests in the “Assess” state on the mobile app and approve or reject them. Managers and team members receive notifications for pending approvals.

    Practical Benefits

    Using the ServiceNow mobile app, agents and managers can swiftly perform essential customer service tasks without desktop access, improving response times and case resolution efficiency. Real-time notifications and intuitive swipe gestures enable immediate action, helping maintain service quality and accelerate issue escalation and approval workflows.

    Customer service agents manage cases and real-time notifications help in taking immediate action. Customer service managers can approve escalations and perform tasks on major issues with a swipe.

    Agents (sn_customerservice_agent​) and customer service managers (sn_customerservice_manager) can perform routine actions and approvals effectively anytime and anywhere.

    Table 1. Agent tasks
    Agent tasks Action Description
    Accept a case Swipe left and tap Accept. Accept a case that has been assigned to you.
    Add comments to a case
    • Swipe right and tap Add Comments.
    • Tap the top menu and select Add Comments.
    		 Add information to the case Work Notes or Additional Comments fields.
    Assign a case to another agent
    • Swipe left and tap Assign.
    • Tap the top menu and select Assign.
    		 This action is available for unassigned cases. Select to display the Assignment Group and Assigned To fields and make the assignments.
    Assign a case to yourself
    • Swipe left and tap Assign to me.
    • Tap the top menu and select Assign to me.
    		 Assign an unassigned case to yourself.
    Close a case Tap the top menu and select Close Case. Select to display the Resolution Code and Resolution Notes fields, which are mandatory fields for completing this action. Enable the check box to add the resolution code to the Additional Comments field.
    Edit a case Tap the top menu and select Edit Case. You can edit the following fields in the Case form:
    • Short description
    • Account
    • Contact
    • Needs attention
    • Priority
    • Product
    • Asset
    • Assignment group: selecting an assignment group clears the value in the Assigned to field.
    • Assigned to: if a group is selected in the Assignment group field, the list of available users belong to that group.
    Open a case Tap the top menu and select Open Case. Open a case and change the state from Awaiting info or Resolved to Open.
    Propose a case as a major case Tap the top menu and select Propose Major Case. Propose a case as a major case candidate.
    Note:
    This action is available if the Major Issue Management plugin is activated.
    Propose a solution for a case Tap the top menu and select Propose Solution. Select to display the Resolution Code and Resolution Notes fields, which are mandatory fields for completing this action. Enable the check box to add the resolution code to the Additional Comments field.
    Reassign a case to another agent Swipe left and tap Reassign. Available for assigned cases. Select to display the Assignment Group and Assigned To fields and change the assignments.
    Request more information
    • Swipe left and tap Request Info.
    • Tap the top menu and select Request Info.
    		 Add the request to the Additional Comments field.
    Search for a case using keywords (role: sn_customerservice_agent or sn_customerservice_manager Enter search keyword in the search bar. All cases except those in "Closed" state are listed. From the top menu, you can request for information, escalate a case, propose a solution and so on.
    Escalate a case (role: sn_customerservice_agent or sn_customerservice.escalation_requester​) Tap the top menu and select Escalate Case and fill in the required information. Enter the following information and click Submit.
    • Request Source
    • Reason
    • Escalation Severity
    • Escalation Template
    • Escalation Justification
    View escalation Click Escalations tab. You can view details of the escalation such as escalation justification and the requester's name.
    View change request (role: sn_customerservice_agent and sn_change_read) Click on Change Request field on the case form. The Change Request form view displays details about the schedule, planning, conflicts, and details of the change activity.
    Table 2. Manager tasks
    Manager tasks Action Description
    Approve escalations (role: approver_user)
    Note:
    Agents with the approver_user role can also approve escalations and change requests.
    • Navigate to My Approvals >Escalations.
    • Tap the top menu or swipe left.
    • Click Reject or Approve.

    • Pending approvals are displayed based on the oldest request.

    • Click the Approved tab to check the escalation you approved.​

    Note:
    When an escalation is raised, users who are part of the group that has permissions to approve are notified. The approvers review and approve them.
    Review and approve change requests (role: approver_user)
    Note:
    Agents with the approver_user role can also approve escalations and change requests.
    • Navigate to My Approvals>Change Requests on the case form.
    • Approve or Reject the change request that is in Assess state on the Change Requests form.
    		 A change request requires team members or a manager to assess the change request. They evaluate the request and approve or reject.
    Note:
    When a change request is raised, users who are part of the group that has permissions to approve are notified. The approvers review and approve them.