Customer Service mobile application overview

  • Release version: Xanadu
  • Updated August 1, 2024
  • 4 minutes to read
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    Summary of Customer Service mobile application overview

    The Customer Service mobile application enables customer service agents and managers to efficiently manage cases and notifications on mobile devices. Through applet launchers and applets, users can access case details, notifications, and manage settings seamlessly. The system administrator controls the configuration of applet launchers and applets to tailor the mobile experience.

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    Key Features

    • Applet Launchers: Serve as home pages displaying configured applets for quick access.
    • Navigation Bar: Located at the bottom of the screen with tabs for Cases, Notifications, and Settings, enabling easy navigation between core functions.
    • Applets and Cards: Applets display case records as cards showing key details such as case status, allowing swipe actions for quick management and tap to view detailed information including activities and escalations.
    • Agent Applets: Include filtered case lists such as My Cases Needs Attention, Active Cases, New Cases, and Active Critical Cases (priority 1), sorted by most recently updated.
    • Case Card Layout: Cards show essential information including case state, number, short description, contact, and account depending on the list view.
    • Case Form Related Lists: Agents can view related SLAs, Tasks, and Child Cases directly from the case form, with summary details provided for each but no detailed views from related lists.
    • Notifications: Agents receive real-time notifications for case assignments, comments, needs attention flags, escalations, and change requests, helping them stay informed and responsive.

    What Customers Can Expect

    ServiceNow customers leveraging the Customer Service mobile application gain mobile-optimized tools to track and act on customer service cases efficiently. The application supports timely notifications and case management actions directly from mobile devices, improving agent responsiveness and case resolution times. Administrators can customize the applet launchers and applets to align with organizational workflows and priorities.

    Customer service agents and managers can use the applet launcher and applets in the Customer Service mobile application to view notifications and manage customer service cases.

    Applet launchers

    Applet launchers serve as landing pages or home pages. When you log in to your instance, you see an applet launcher and the applets configured to display on that launcher. The system administrator configures the applet launcher and applets for the Customer Service Management mobile application.

    Navigation bar

    The navigation bar appears at the bottom of the mobile application screen. This bar includes the following tabs that you can use to access different applets and application launch pages:
    • Cases: displays the main case page. Use this applet launcher to access case management functionality.
    • Notifications: view a list of the notifications that have been pushed to the agent. Tap a notification in the list to see the details, then tap the details open the case.
    • Settings: manage settings for the mobile application.

    Applets and cards

    Select an applet from the applet launcher screen. Each applet contains one or more screens used to display records that correspond to the applet function. The Active Cases applet, for example, displays a list of all active case records.

    The cases in the list are displayed as cards, with the case status displayed at the top of the card. To use the cards:
    • Swipe a card left or right to see the available actions, then tap the desired action.
    • Tap a card to see the record details such as activity, related list, and escalations if any.
    • In the detail view:
      • Tap the top menu to see additional actions, then tap the desired action.
      • Select the back button to return to the list.

    Applets provide a filter option if there is more than one case in the list. When you tap the applet, you see a list of filters that you can use to narrow down the list of cases.

    Agent applets

    Customer service agents have access to the following set of applets.

    Table 1. Agent applets for My Cases
    Applet Description
    My Cases
    Needs Attention Cases Cases that are waiting for the agent to take action. Includes cases in the Open, Awaiting Info, and Resolved states.
    Active Cases Cases that are assigned to the agent. Includes cases Open, Awaiting Info, and Resolved states.
    New Cases Cases in the New state.
    Active Critical Cases Priority 1 cases in the Open, Awaiting Info, and Resolved states.
    Note:
    Cases in these lists are sorted by the last updated date in descending order, with the most recent updated case displayed first.

    Customer service card layout

    In a list view, case cards display the following information:
    • Case state
    • Case number
    • Short description
    • Contact
    • Account
    In the major case list view, case cards display the following information:
    • Major case state
    • Case number
    • Short description
    • Account

    Case form related lists

    Customer service agents can access the following Case form related lists.

    Table 2. Related lists and their descriptions for Case form
    Related list Description
    SLAs Displays a list of SLAs for a case. View the following information for SLAs included in this list:
    • Task
    • SLA Stage
    • SLA Definition
    • Actual Elapsed Percentage
    • Actual Elapsed Time
    Note:
    Detail view is not available from the SLA related list.
    Tasks Displays a list of case tasks. View the following information for case tasks included in this list:
    • State
    • Number
    • Subject
    • Assigned to
    • Priority
    Note:
    Detail view is not available from the Tasks related list.
    Child Cases Displays a list of child cases for a case. View the following information for child cases included in this list:
    • Case number
    • State
    • Short description
    • Account
    • Contact
    Click a child case to view additional details on the Case form.

    Notifications

    Agents can receive notifications in the Customer Service mobile application when cases are assigned, are commented, or need attention. The following table lists the available notifications:
    Table 3. Notifications in the Customer Service mobile application
    Notification Description
    Case assignment When a case is assigned to an agent by someone else, a notification is sent to the agent selected in the Assigned to field. The notification includes the case number, state, priority, and short description.
    Case comments When information is added to a case in the Additional comments or Work notes fields by someone other than the assigned agent, a notification is sent to the user selected in the Assigned to field. The notification includes the case number, priority, and short description.
    Needs attention flag is checked When the Needs attention flag is checked on the Case form, a notification is sent to the agent in the Assigned to field. The notification includes the case number, state, priority, and short description.
    Case escalation 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.
    Change requests 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.