Mobile App Academy Recording - October 27th - Customizing Mobile Agent - Field Service Management

[Charles Steiner]

Customizing Mobile Agent - Field Service Management

Mobile App Academy is a bi-weekly live building series focused on managing and building mobile apps in real time. We have product experts demonstrate concepts, provide guidance, and answer your questions in a live setting.

Today we have a guest speaker to walk us through the basics of customizing Field Service within Mobile Agent. Ian Kinnear is a Principal Technical Consultant on the Customer Outcomes team here at ServiceNow and will first talk through a few popular optimizations before finishing with implementations tips and tricks.

Featured Experts:

David Ha Mobile Platform Senior Product Manager	Fu Ho Mobile Platform Solution Architect	Ian Kinnear Principal Technical Consultant

Q&A during live broadcast:

Q: How can you specify what you can edit on the task level?
A: Since we’re working inside the ServiceNow Agent app, all of your configurations are accessible inside of Mobile Studio. If you want to change some fields, add actions, etc — all of the main configurations can be done inside of Studio. (Remember out-of-the-box ServiceNow Agent is configurable with Mobile Studio, but out-of-the-box Now Mobile configurations is not) For more information please check out our Mobile Implementation guidebook on mobile community.

Q: How can we modify what the edit feature can do? For example when out of the box you can only edit the short description on a task. If I want the ability to edit the assignment group, how would I do that?
A: This can be done by configuring your action item and action function. There’s a great skill-building course on how to edit your functions.

Q: Can you provide some insight into creating favorites on ServiceNow Agent app like we had in the Classic mobile app
?
A: We ran a Mobile App Academy covering migration from ServiceNow Classic -> ServiceNow Mobile Agent. We also covered how to deal with favorites and how to think about them in the new mobile apps

Q: How do we move all the development to another instance? Is source control an option?
A: It’s best to export your scope app by navigating to ‘My Company’ then import to your new instance. You can see your mobile scope app there. There’s also a video on Mobile Community on best practices migrating mobile apps using update sets.

Q: What determines the button size and can it be resized?
A: The sizing of the buttons are dependent on how many actions you have (with a maximum of 3 buttons for the footer of your form screen) The sizing cannot be configured unfortunately. If this is something that is needed, please open up an enhancement request on our idea portal on Mobile Community.

Q: How do you display your iPhone in real time on your desktop?
A: This is a feature apart of the native Quicktime app on Apple computers. For more information see this article: https://www.businessinsider.com/how-to-mirror-iphone-to-mac

Have any questions we haven't covered?

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Want to join us live?

New episodes are recorded live every other Tuesday at 10:00 A.M. Pacific. Register for the Zoom webinar and if you can't make it, each recording will be posted shortly after.

Resources & Helpful Links

Mobile Hierarchy
Mobile App Academy Playlist
Check out the ‘Getting Started with ServiceNow Mobile Apps landing page to see the following:

• Learn how to roll out your apps with the deployment playbook
• How to get started with your mobile Implementation white paper
• Learn about best practice mobile design principles to create consumer grade experiences
• Mobile migration guide
• Get your hands dirty learning basic developer training with Mobile Studio