Playbooks for the Now Mobile Agent application

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Playbooks for the Now Mobile Agent application

    Playbooks for the Now Mobile Agent application deliver a structured, guided workflow to help technicians efficiently complete work order tasks using their mobile devices. Available on the My Work page, these playbooks appear as a "View Playbooks" button on tasks that have an associated active playbook. They organize task activities into sequential stages, enhancing task management by providing clear steps and checklists that can be marked complete or skipped as needed.

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    Key Features

    • Guided Stages: Playbooks are divided into stages that guide users through key task activities, including Troubleshooting, Parts management, Time recording, Logging incidental expenses, Work verification, and Task closure.
    • Troubleshoot: Access related knowledge base articles within the app to assist in resolving work order issues.
    • Parts: Manage part requirements through modules that allow creating requests, marking parts as in use, or removing parts to keep inventory accurate.
    • Record Time: Log the date and duration of work performed directly within the task.
    • Log Incidentals: Capture incidental expenses related to the work order task for comprehensive expense tracking.
    • Verify Work Completion: Use checklists to confirm all task requirements are met before closure.
    • Close Work Order Task: Complete the task closure process by marking the task as complete or incomplete and adding relevant notes.

    Practical Benefits for Customers

    ServiceNow customers using the Now Mobile Agent can expect streamlined task execution and better adherence to standard procedures through playbooks. This improves consistency and accountability in field service operations. The integration of knowledge articles and inventory management within the app reduces the need to switch contexts, enabling faster and more informed work order completion. Accurate time and expense tracking embedded in the workflow supports better reporting and cost control. Overall, playbooks empower mobile agents to deliver efficient, high-quality service directly from their devices.

    Playbooks for the Now Mobile Agent application provide a guided experience for completing work order tasks on a mobile device.

    Playbooks for the Now Mobile Agent

    Playbooks for the Now Mobile Agent application include stages for completing a work order task. Playbooks can be viewed under a selected work order task on the My work page. Tasks that have an active playbook associated with it display a View Playbooks button.

    Playbooks are organized in stages to provide a guided experience. They direct you to new or existing features of the mobile application and maintain a checklist of completed stages on that work order task. Stages can be marked complete or skipped at your discretion. The stages progress as follows:
    1. Troubleshoot
    2. Parts
    3. Record time
    4. Log incidentals
    5. Verify work completion
    6. Close work order task

    For more information, see Playbooks for the Now Mobile Agent application.

    Figure 1. Work Order Task Closure playbook on the Now Mobile Agent app
    Playbooks on the Now Mobile Agent phone application.

    Troubleshoot

    The Troubleshoot stage contains the View related articles module. Access articles from your organization's knowledge base to find helpful information relevant to the work order task.

    For more information on accessing knowledge articles in Now Mobile Agent, see Access the information you need using the Now Mobile Agent application.

    Parts

    The Parts stage contains the Part requirements, Request PartsUse parts, and Remove parts modules. Create part requirements, request parts, and mark those parts as in use or remove them to maintain an accurate inventory.

    For more information on requesting parts, see Request inventory.

    Record time

    The Record time stage contains the Add/edit time module. Track the date and duration that you worked on the task.

    For more information on recording time worked, see Record time worked on a work order task.

    Log incidentals

    The Log incidentals stage contains the Log incidentals module. Log incidental expenses related to work orders that arise during the task or are otherwise related to the task.

    For more information on logging incidentals, see Record an incidental expense for a work order task.

    Verify work completion

    The Verify work completion stage contains the Verify work module. Review a checklist to ensure the work order task is complete.

    Close work order task

    The Close work order task stage contains the Close work order task module. Close the task as complete or incomplete with notes.

    For more information on how to close a task, see Close a work order task.