Explore Workplace Agent for mobile

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Explore Workplace Agent for Mobile

    The Workplace Agent for mobile application, part of the ServiceNow Agent mobile app, enables workplace agents to manage cases and tasks efficiently while on the go. This mobile solution allows agents to create, view, and handle workplace cases without needing a desktop or laptop, enhancing productivity and responsiveness in workplace service delivery.

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    Key Features

    • Case Management: View and manage all workplace cases categorized by your work overview, assigned work, assignment group work, and unassigned work.
    • Actionable Insights: Access case details based on their status (Critical, Open, Resolved) and assign cases to other agents as needed.
    • Real-Time Updates: Update cases and tasks instantly to reflect progress or additional information, including uploading attachments at any time.
    • Navigation Assistance: Use built-in maps to navigate to workplace locations related to cases or tasks, viewing both 'From' and 'To' locations for move cases.
    • Search Functionality: Quickly find cases, tasks, articles, services, and people using the search feature from the Work view page.
    • Offline Mode: Work without an internet connection and synchronize changes once back online, ensuring continuous productivity.

    Key Outcomes

    By utilizing the Workplace Agent for mobile, agents can enhance their ability to manage workplace service delivery effectively. With features designed for mobility and real-time case handling, agents can increase responsiveness to workplace needs, improve collaboration by easily assigning tasks, and ensure that they remain informed about SLA breaches and other critical notifications. This streamlines operations and supports better service outcomes in the workplace environment.

    Manage all your workplace cases and tasks on the go using the Agent Workplace Services for Mobile application on the ServiceNow Agent mobile application. As a workplace agent, the application enables you to view, manage, and create workplace cases using your mobile device instead of a desktop or a laptop.

    The Workplace Agent for mobile application on the ServiceNow Agent mobile application enables you to work on the workplace cases created in the Workplace Service Delivery applications. You can manage and create workplace cases, case tasks, move tasks, and maintenance tasks using the application.

    Work view landing page showing My work overview and case task status.

    Use the Work view menu option to create a task, view My schedule, view the Group work cases based on priority and criticality .

    As a workplace agent, the application enables you to perform the following actions:

    • You can view all the workplace cases created using the applications.
    • The application displays the cases in the following categories:
      • Your work overview with numbers.
      • Your assigned work with the details of the cases.
      • Your assignment group's work.
      • Unassigned work in your assignment group.
    • You can work on the cases assigned to you based on their state such as Critical, Open, Resolved
    • You can assign cases and tasks to another workplace agent.
    • You can update cases and tasks on the go whenever you progress on it or to add any extra information.
    • You can navigate to the workplace location on which the workplace case or task is created using the map location. For a move case, you can view both the 'From location' and the 'To location'.
    • For a maintenance case, you can view details such as the asset included, product's model and more.
    • You can also handle workplace cases and tasks that are associated with the cases individually.
    • You can upload attachments to a case at any time.

    Workplace Agent for mobile - Capabilities

    As a workplace agent, use the Workplace Agent for mobile to handle cases raised from the Workplace Service Delivery applications on your mobile device. You can view, edit, update, and resolve a case from anywhere.

    When you log in to the application as an agent, the application displays all the workplace cases that are associated with you. You can get details such as the number of cases that are assigned to you, the details of the cases that are assigned to you, the cases that are assigned to your assignment group, and also the unassigned cases that belong to the agent assignment group.

    You can use a quick action to create a case or task without having to connect to a parent case. Use the search icon Search icon from the top-right corner to search for cases, tasks, articles, services and people from the Work view page.

    The launch screen displays information helpful in managing and resolving cases.
    • You can view the workplace case-related information on the Work view tab. Refer to the "Case and task information" section for more details.
    • Details of the cases/tasks that you’re handling in the My work section on cards. You can swipe the list to the right to view more cases and also select See all to view a complete list of all the cases in a separate screen.
    • Searchable knowledge base articles created by your organization on the Articles tab.
    • Notifications of the cases that have breached SLAs and others on the Notifications tab.
    • Cases or tasks that you have saved for a quick view or for any other reason on the Saved tab.
    • Modify settings related to your profile on the Settings tab. You can also switch to offline mode so you can work without an internet connection and then synchronize the changes when you return to online mode.