Using the Mobile Agent to perform agent tasks

  • Release version: Xanadu
  • Updated August 1, 2024
  • 4 minutes to read
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    Summary of Using the Mobile Agent to perform agent tasks

    The Mobile Agent enables government service agents to efficiently manage their cases and receive real-time updates from their mobile devices. It supports performing routine actions and approvals anytime and anywhere, helping agents stay productive in the field or remote locations. The tool covers key case management activities for both service request cases and information requests.

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    Key Features

    • View Cases: Quickly access new or active cases to review details and decide on next steps.
    • Edit Cases: Modify case information directly within the app.
    • Add Comments: Provide work notes or additional comments through the activity stream or comment fields.
    • Propose Solutions: Submit resolution codes and notes to close or progress cases.
    • Request More Information: Communicate needs for additional data or clarification.
    • Escalate Cases: Escalate issues with relevant details to higher support levels.
    • View Escalations: Access lists of escalated cases for ongoing monitoring.
    • Close or Cancel Cases: Finalize case status with resolution details or cancel if necessary.
    • Evaluate Similar Requests (Information Requests only): Assess related requests to streamline processing.
    • Send for Requester or Fee Approval (Information Requests only): Manage approval workflows directly from the app.
    • View Exemption Checklist (Information Requests only): Review applicable legal exemptions for information release.

    Key Outcomes

    By leveraging the Mobile Agent, ServiceNow customers in government service roles can:

    • Increase case handling efficiency by managing tasks on the go.
    • Maintain real-time communication and documentation via comments and activity streams.
    • Ensure timely escalation and resolution through easy access to escalation and approval features.
    • Support compliance and transparency with exemption checklists and approval workflows.
    • Improve responsiveness and service quality with mobile access to case details and updates.

    If you're a government service agent, you can manage your cases and receive real-time updates on your mobile device with the Mobile Agent.

    With the Mobile Agent, you can perform routine actions and approvals from your mobile device anytime and anywhere. The following table describes the tasks that you can perform with the Mobile Agent

    whether you're triaging a service request case, or fulfilling an information request.

    Table 1. Government service agent tasks
    Agent task Steps
    View a case View the details of a case and determine if you need to make any changes or take any actions.
    1. In the bottom navigation bar, select Cases.
    2. Select New to create a case or select Active to see a list of the active service request cases.
    3. Select a case to view its details.
    4. Determine if you need to make any changes or take other actions. If so, perform any of the tasks in this table.

    For details on viewing a case in the Mobile Agent, see Track government service requests with the ServiceNow Mobile Agent app.
    Edit a case
    1. From the Service Requests list, open a case.
    2. Tap the More actions icon (Mobile Agent More actions icon.) and select Edit Case.

      For details on the case fields, see Service Request case form.
    Add comments to a case
    1. From the Service Requests list, open a case.
    2. Tap the More actions icon (More actions icon.) and select Add Comments.
    3. In theWork Notes or Additional Comments fields, add your work notes or comments about the case.
    You can also add comments through the activity stream related list. For more information, see Using the activity stream in the Mobile Agent.
    Propose a solution for a case
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Propose Solution.
    2. In the Resolution Code and Resolution Notes fields, add the code and notes that you propose as a solution to resolve the case and then select Submit.
    Request more information
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Request Info.
    2. In the Additional Comments field, add more comments about the request.
    Escalate a case
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Escalate.
    2. In the Escalations dialog box, fill in the details of the escalation.
    View escalations
    1. From the applet launcher, select the Escalations applet.
    2. View a list of escalations for that case, if any.
    Close a case
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Close Case.
    2. In the Resolution Code and Resolution Notes fields, enter the code and your notes about how the case was resolved.
    Table 2. Information request agent tasks
    Agent task Steps
    View a case View the details of a case and determine if you need to make any changes or take any actions.
    1. In the bottom navigation bar, select Cases.
    2. Select New to create a case or select Active to see a list of the active service request cases.
    3. Select a case to view its details.
    4. Determine if you need to make any changes or take other actions. If so, perform any of the tasks in this table.

    For details on viewing a case in the Mobile Agent, see Track information requests with the Mobile Agent.
    Edit a case
    1. From the Information Requests list, open a case.
    2. Tap the More actions icon (Mobile Agent More actions icon.) and select Edit Case.

      For details on the case fields, see Information Request case form.
    Add comments to a case
    1. From the Information Requests list, open a case.
    2. Tap the More actions icon (More actions icon.) and select Add Comments.
    3. In the Work Notes or Additional Comments fields, add your work notes or comments about the case.
    You can also add comments through the activity stream related list. For more information, see Using the activity stream in the Mobile Agent.
    Propose a solution for a case
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Propose Solution.
    2. In the Resolution Code and Resolution Notes fields, add the code and notes that you propose as a solution to resolve the case and then select Submit.
    Request more information
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Request Info.
    2. In the Additional Comments field, add more comments about the request.
    Escalate a case
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Escalate.
    2. In the Escalations dialog box, fill in the details of the escalation.
    View escalations
    1. From the applet launcher, select the Escalations applet.
    2. View a list of escalations for that case, if any.
    Evaluate similar requests
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Evaluate similar requests.
    2. In the Escalations dialog box, fill in the details of the escalation.
    Send for Requester Approval
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Send for Requester Approval.
    2. In the Send for Requester Approval dialog box, fill in the details of the escalation.
    Request Fee Approval
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Request Fee Approval.
    2. In the Escalations dialog box, fill in the details of the escalation.
    View Exemption Checklist
    1. From the applet launcher, select the Exception Checklist applet.
    2. Review the list of exemptions under the Freedom of Information Act (FOIA) or Public Records Act, and select one or more exemptions if applicable.
    Close a case
    1. Tap the More actions icon (Mobile Agent More actions icon.) and select Close Case.
    2. In the Resolution Code and Resolution Notes fields, enter the code and your notes about how the case was resolved.
    Cancel a case Tap the More actions icon (Mobile Agent More actions icon.) and select Cancel Case.