Mobile experience for Workforce Optimization for Customer Service

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Manage customer service cases from your mobile device with the Now Mobile Agent application. You can stay connected and access information in real time so that you can complete your tasks quickly.

    Important:
    Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    If you're an agent (sn_customerservice_agent​) or a manager (sn_wfo_csm.manager), you both can use real-time notifications from the application to take action on an issue. ​Before you can do so, you must activate the Customer Service Mobile Plugin (com.sn_csm_mobile). For more information about the Now Mobile for Customer Service Management, see Mobile experience for Customer Service Management

    Table 1. Agent tasks
    Agent tasks Action Description
    Approve or reject shift-swap request
    • Tap the notification.
    • Approve or Reject the shift-swap request.
    		 Agent receives notification that the shift swap request is either approved or rejected.
    Table 2. Manager tasks
    Manager tasks Action Description
    Approve or reject time-off request
    • Tap the notification.
    • Approve or Reject the time-off request.
    		 Agent receives notification that the time-off request is either approved or rejected.
    Approve or reject shift-swap request
    • Tap the notification.
    • Approve or Reject the shift-swap request.
    		 Agent receives notification that the shift swap request is either approved or rejected.
    View critical and high priority cases that breached SLA Tap the notification. The case record appears. Review the case record and take appropriate action.