Mobile Agent experience for Public Sector Digital Services
If you're a government agent, you can use the Mobile Agent app on your mobile device to create, update, and monitor the status of non-emergency service requests in the Public Sector Digital Services application. You can also get an overview of your case load, including your new and active cases.
- Get a quick overview of your case load.
- Add comments or work notes to cases.
- Review your case details, activity stream, and related information, such as the service level agreements (SLAs), case tasks, and related cases.
- Edit case information.
- Complete case tasks.
Mobile Agent homepage
When you open the Mobile Agent and log in, an applet launcher is displayed with all the applets that are configured to that launcher.
The following example shows the homepage of the Mobile Agent, which displays an overview of cases.
| New Service Request Cases | All service request cases that are assigned to you in the New state. |
| Active Service Request Cases | All service request cases that you have access to but haven’t been resolved or cancelled, including the cases in the Open, Awaiting Info, and Resolved states. |
| New Information Request Cases | All service request cases that are assigned to you in the New state. |
| Active Information Request Cases | All information request cases that you have access to but haven’t been resolved or cancelled, including the cases in the Open, Awaiting Info, and Resolved states. |
To launch an applet, select it in the app.
Applets and cards
Each applet on the applet launcher screen displays the records that correspond to the applet function. The Active Service Requests applet, for example, when tapped, displays a list of all the active service request case records.
The following example shows a service request card view with a list of all active service request case records.
The cases in the list are displayed as cards, and the state of the case is displayed at the top of the card. For more information on the case states, see Life cycle of a Public Service case.
Select a card to see the case record details. For example, you can see the case activity, related lists, and case escalations, if any.
You can narrow down or sort the list of cases by using the filter icon (
).
Service Request case cards in the Mobile Agent app
The case cards in the Mobile Agent app display information that is similar to what you would see if you were viewing a case in the CSM Configurable Workspace. For a full list of service request case fields and their descriptions, see Service Request case form.
The following example shows the case details card view. In this view, you can see the case number, case opened date, application type, priority, constituent, channel, primary purpose, and which agency is assigned to the case.
) to see a list of actions, and select the back button to return to the record list. These actions include:- Editing the case.
- Closing the case.
- Requesting more information from the constituent or contact.
- Moving the case to review.
- Moving the case directly to a decision.
- Adding comments.
- Escalating the case.
For more information on the agent tasks in the Mobile Agent app, see Using the Mobile Agent to perform agent tasks.
Information Request case cards in the Mobile Agent
The case cards in the Mobile Agent display information that is similar to what you would see if you were viewing a case in the CSM Configurable Workspace. For a full list of information request case fields and their descriptions, see Information Request case form.
The following example shows the case details card view. In this view, you can see the case number, case opened date, application type, priority, contact, channel, primary purpose, and which agency is assigned to the case.
) to see a list of actions, and select the back button to return to the record list. These actions include:- Editing the case.
- Closing the case.
- Requesting more information from the requester.
- Requesting fee approvals.
- Evaluating similar information requests.
- Moving the case directly to a decision.
- Adding comments.
- Escalating the case.
For more information on the agent tasks in the Mobile Agent, see Using the Mobile Agent to perform agent tasks.
Navigation bar
- Cases
- Displays the main case page. Use this applet launcher to access the case management functionality.
- Saved
- Displays the saved cases or case lists.
- Settings
- Manages settings for the mobile application.
Related lists in the Mobile Agent
You can access the related lists that are listed in the following table from within the case details.
| Related list | Description |
|---|---|
| Work Orders | List of work orders that were created for this case. You must install the Field Service Management plugin (com.snc.work_management) to view the work orders. |
| Case Tasks | Displays a list of case tasks. You can view the following information for the case tasks in this list:
|
| SLAs | Displays a list of the service level agreements (SLAs) for a case. The following information for SLAs is included in this related list:
|
| Blocked Tasks | List of blocking tasks that have been created for this case. A blocking task is something that prevents you from making progress toward a case resolution. |
| Related Parties | List of related parties, such as the contacts or constituents that were added to the case. |
| Related Cases | Displays a list of the related cases for a case. You can view the following information for the related cases that are included in this list:
|
| Attached Knowledge | Knowledge articles that were attached as a proposed solution to the case. |
| Documents | List of attached documents for the case. |