What is the difference between the 'mobile' view form and the Mobile Screen records?

[obedpaz99]

Hi everyone,

It's first time that I'm working with the agent mobile app and I’m trying to better understand the differences between the 'Mobile' view on a form (for example, when configuring a form layout and selecting "Mobile") and the Screen records used in the Mobile Builder configuration.

Could someone explain:

When should I use the 'Mobile' form view?

When should I use Mobile Screens?

How do they interact, if at all?

Any clarification or best practices would be greatly appreciated!

Thanks in advance!

[Udayrathore049]

Hi there!

I can help clarify the differences between the 'Mobile' form view and Mobile Screens in the Agent Mobile app configuration:

1. Mobile Form View

• The 'Mobile' form view is a layout configuration for individual records when viewed on a mobile device.

• It's used to optimize how a record (like an Incident, Task, Case, etc.) appears when opened on mobile.

• You define which fields are shown, in what order, and how compact or detailed the mobile form should be compared to the desktop form.

• When to use it:
  → Use the Mobile form view when you want to customize the detailed record view for mobile users, ensuring it is mobile-friendly (simpler, faster to navigate, fewer fields).

2. Mobile Screens

• Mobile Screens are configured via the Mobile App Builder (formerly Mobile Studio).

• They are used to design full user experiences: list views, record views, actions (like buttons), navigation, and overall screen flows in the mobile app.

• Mobile Screens control how users find and interact with multiple records (like lists of incidents, approvals, tasks) and launch into record details (where the form view appears).

• When to use them:
  → Use Mobile Screens to define the overall navigation, menus, lists, actions, and entry points into different types of records within the mobile app.

3. How They Interact

• When a user taps into a record (like an Incident) from a Mobile Screen, the system opens the record using the Mobile form view (if one is defined).

• In short:
  Mobile Screens guide the navigation and record selection → Mobile form view defines what the record looks like once opened.
  
  Best Practices

• Keep mobile form views minimal: Only include essential fields needed for quick review or updates.

• Design screens with user tasks in mind: Think about what users need to see and do quickly (lists, approvals, creating new records).

• Test on real devices: Always test both screens and forms on an actual mobile device to ensure a good experience.

• Consistency: Try to keep the navigation flow intuitive — don’t overload a single screen with too many actions or options.

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Hope this helps anyone else getting started with the Agent Mobile app! 
Feel free to ask if you have more questions.

[SasiChanthati]

Between Mobile Form Views and Mobile Screens in ServiceNow (specifically for Agent Mobile or Mobile App Builder) can definitely be confusing at first. 

Let me explain it clearly:

1. Mobile Form View ("Mobile" view in Form Layout)

What it is: It’s a form layout specifically optimized for mobile form rendering. When you open a record (like an Incident or a Change Request) on the mobile app, if a Mobile view exists, the app will use it to render the fields shown on that form.

When to use it: Use the Mobile form view if you want to control which fields appear and the order/sections when the user edits or views a record on the mobile device. Think of it as adjusting the "inside" of a record form for smaller screens (streamlined, focused fields).

Example: On a desktop, Incident form might have 30 fields. For mobile users, you create a Mobile view with just 8 essential fields: “Short Description, Category, Subcategory, Assignment Group, State, Description, Comments.”

2. Mobile Screens (Mobile App Builder or Mobile Studio)

What it is: Screens are navigation and page layouts in the mobile app. A Screen defines what users see like lists, forms, maps, calendar views, dashboards and how users interact(buttons, actions, etc.). Configured using Mobile App Builder (preferred) or the older Mobile Studio.

When to use it: Use Mobile Screens to control navigation flow, screen layout and user actions.

Examples of screens: List screens (to list records), Record screens (to open a record form), Landing screens (like a homepage/dashboard).

Example: You create a "My Incidents" List screen that shows incidents assigned to the user. When a user taps on a record from the list, it opens a Record screen, which shows the form and that’s where the Mobile view you built earlier controls the fields shown!

3. How They Interact:  

Mobile Screens drive navigation.

Mobile Form Views define what the form actually shows when a record is opened.

> Mobile Screen → Opens a Record → Form displayed uses Mobile View layout

In short: Screens tell the app what to open and how to flow.

Mobile Form Views tell the app how a record looks when opened.

Agent Mobile App: “My Tasks” Example Flow and Starter Checklist

Use case to do this step-by-step.

Example: “My Tasks” Mobile Flow

The objective is for a mobile agent to open the app, see a list of their assigned tasks, tap a task, and then view and edit the record using a Mobile View.

Step 1: Mobile Screen - List Screen (My Tasks)

First, you create a List Screen in Mobile App Builder. This screen will be based on the Task table (or a child table like Incident or Change). You should apply a filter such as 'Assigned To = ${current_user}' so that users only see tasks relevant to them. The list screen should display important fields like Number, Short Description, Priority, and State. You may also enable actions like a Create button (optional) and pull-to-refresh. In Mobile App Builder, you define this screen as 'My Tasks'. It serves as the entry point where users select which task to view.

Step 2: Click a Record - Navigate to Record Screen

When a user taps on a record from the list, you configure a Record Screen to open. You can name this new screen 'Task Record'. The form that opens should use the Mobile view specifically designed for mobile layouts. Tip: In Mobile App Builder, you set up this navigation flow so that tapping a record automatically loads the Mobile View form layout.

Step 3: Mobile View for Task Form

The Mobile View is a customized form layout you design for mobile users. You create a new view named 'Mobile' on the Task table (or its child tables). Essential fields to include in this view are Number, Short Description, State, Assignment Group, Description, and Work Notes. Keep the layout clean and focused, showing only fields users are likely to read or update on a mobile device. In Form Layout configuration in ServiceNow, ensure you only add necessary fields to optimize speed and usability.

Flow Diagram

Mobile App Home
   ↓
"My Tasks" List Screen (filtered tasks)
   ↓ (tap record)
"Task Record" Screen
   ↓
Mobile View (form layout of fields)

Starter Checklist for Building Mobile App

- Confirm which tables you want included in your mobile app (for example, Task or Incident).
- Create Mobile Views for each of those tables.
- Use Mobile App Builder to create both List Screens and Record Screens.
- Define filters on the List Screens (such as 'Assigned to Me' or 'Created by Me').
- Configure what actions or buttons should be available (like Save, Update, Create, etc.).
- Test everything thoroughly on both real devices and in the Mobile Preview environment.
- Gather feedback from users and make improvements.