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

[Thao Nguyen1]

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 MTL · Accepted solution]

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

[kbkrabbenhoft]

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. 

[Thao Nguyen1]

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 MTL]

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

[Thao Nguyen1]

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.