How to enable offline access for attached Knowledge Articles in FSM Mobile App?

Thao Nguyen1 · ‎06-12-2025

I’m currently configuring the Field Service Mobile (FSM) app using Mobile App Builder and I want to make attached Knowledge Articles available offline for technicians.

In the documentation said, i can do it, because if I set the app to offline an then click to article or attached article. It doesn’t show the content.

https://www.servicenow.com/docs/de-DE/bundle/yokohama-field-service-management/page/product/field-se...

Joshua Chen FX · ‎06-18-2025

@Thao Nguyen1 got a confirmation from salmat (fsm outbound product manager)

View solution in original post

Joshua Chen FX · ‎06-18-2025

thanks @SalmatO , the attached article worked for me,

i think the confusing part was the procedure (it's wrong)... and ''attached'' should probably mention attachment... to be more precise,

and also providing feedback to offline KB (which dont work?)

View solution in original post

kbkrabbenhoft · ‎06-12-2025

I believe you need to ensure the users have the proper roles: wm_agent or wm_dispatcher. Additionally, wm_ext_agent or wm_ext_manager will be needed if you are using outsourced service providers. the wm_agent is the role provided to company field agents. I hope that makes since.

Karen Krabbenhoft

Thao Nguyen1 · ‎06-13-2025

I was as an admin and also have the role wm_agent. I was trying to click on the attached Knowledge article. It doesn’t let me show the content.

Joshua Chen FX · ‎06-13-2025

which mobile app are you using? the NOW agent?
also did you push data to the cache?, Working offline on Mobile Agent

Thao Nguyen1 · ‎06-17-2025

I using Mobil agent and als push data to the cache. Other data like sla Task, work order data...these are object that I can read offline. Only attached Knowledge article doesent work.