---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Mobile experience for Workforce Optimization for Customer Service

# Mobile experience for Workforce Optimization for Customer Service {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=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](https://servicenow-prod.fluidtopics.net/mVI3NaR2EsOpCj1rq0Hwxw "Manage customer service cases from a mobile device with the Customer Service Management mobile application. Stay connected and access information in real time to complete tasks quickly.")  
* To get started with this application, follow the instructions in [Get started with the Customer Service
  mobile application](https://servicenow-prod.fluidtopics.net/sZqVOBAoxTDGTFVhLV0wvw "Use the ServiceNow Agent mobile app to access the Customer Service mobile application. Then log in to an instance as an agent or manager and work on your customer service cases.").
* You can learn about the agent and manager tasks that you can perform in [Use the mobile application to perform
  agent and manager tasks](https://servicenow-prod.fluidtopics.net/cBM871vf6vb4tUlTxsycqA "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."). Additionally, you can also perform the following tasks for Workforce Optimization for Customer Service.
{#wfo-configurable-mobile-interface__ul_rtw_ch4_wnb}
{#wfo-configurable-mobile-interface__table_mnd_gzg_zlb__entry__3}

| Agent tasks | Action | Description |
|-|-|-|
| Approve or reject shift-swap request | * Tap the notification. * Approve or Reject the shift-swap request. {#wfo-configurable-mobile-interface__ul_w45_5ny_vnb} | Agent receives notification that the shift swap request is either approved or rejected. |
[Table 1. Agent tasks]

{#wfo-configurable-mobile-interface__table_mnd_gzg_zlb} {#wfo-configurable-mobile-interface__table_jwq_lzg_zlb__entry__3}

| Manager tasks | Action | Description |
|-|-|-|
| Approve or reject time-off request | * Tap the notification. * Approve or Reject the time-off request. {#wfo-configurable-mobile-interface__ul_yzl_3hy_vnb} | 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. {#wfo-configurable-mobile-interface__ul_syp_qhy_vnb} | 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. |
[Table 2. Manager tasks]

{#wfo-configurable-mobile-interface__table_jwq_lzg_zlb}