Setting up Field Service Now Mobile Agent application

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

    • Setting up the Now Mobile Agent application involves configuring the Now Mobile Agent application, customizing UI actions, and other functionalities to enable task management from your phone or other mobile device.

    The Field Service Management application includes the Field Service Mobile plugin (com.sn_fsm_mobile) by default. This plugin enables the Field Service mobile application's functionality within your Field Service Management application.

    Note:
    The mobile plugin must be installed.
    You can configure the following functionalities within this mobile application to ensure an optimized mobile experience for your Now Mobile Agent application instance, empowering agents and dispatchers to work efficiently from any location:
    • Customize system and mobile properties to tailor the mobile experience according to your organization's requirements. This includes configuring settings such as display options, permissions, and access controls.
    • Enable the outsourced service provider to manage tasks on mobile devices. This functionality allows contractors to access and manage their assigned tasks, ensuring seamless collaboration and efficient task execution.
    • Utilize the task briefing feature using the virtual agent capability. This enables agents to receive briefings and instructions for their tasks directly through the mobile application, ensuring they have all the necessary information to complete their assignments effectively.
    • Implement indoor way finding functionality within the mobile application. This enables agents to navigate complex indoor environments more easily, improving their efficiency and reducing response times.

    Configuration overview

    The steps for setting up Now Mobile Agent are:
    1. Configure the Now Mobile Agent application

      Configure the Mobile Agent application and customize it for field service agents and dispatchers.

    2. Configuring Site Mapping for Field Service Management

      Site Mapping for Field Service Management helps agents navigate job sites when their tasks are in large indoor facilities.

    3. (Optional) Configuring Field Service Contractor for mobile feature of the Now Mobile Agent application

      The Field Service Contractor for mobile feature of the Now Mobile Agent application enables contractors to manage work order tasks.

    4. Activate Sidebar for the Now Mobile Agent application

      You can activate the Sidebar for Field Service Management plugin (com.sn_fsm_sidebar) for Field Service Management if you have the admin role. Activating this plugin enables the Sidebar feature on the Now Mobile Agent application.

    5. Configuring Field Service Virtual Agent Conversations

      ServiceNow® Virtual Agent for Field Service Management enables field service agents to get quick answers to their work-related queries by interacting with a virtual agent through the Now Mobile Agent application.