With the Now Platform® Washington release, our ongoing investments in the mobile platform prioritize key initiatives such as:
- enhancing developer tools for admins to maximize their value with the platform
- improving agent productivity and employee self-service with the power of GenAI
- creating omni-channel ServiceNow experiences that are consistent between web and mobile
Here's what's coming for ServiceNow mobile in Washington release:
Mobile Resolution Notes Generation
You can quickly learn the details of how an interaction was resolved by generating and reading the Now Assist resolution notes. Enabled for FSM Agent -- field service agents can create detailed notes and close work order tasks faster with help from Now Assist.
Now Assist in Virtual Agent
Now Assist in Virtual Agent enhances the user experience by combining AI Search with generative AI chat skills. These skills can speed up issue resolution and reduce deflection to a live agent. Now Assist in Virtual Agent provides your users with an interactive generative AI experience. A friendly, natural language conversation is easier to understand and makes requesters more comfortable with talking to a bot.
Custom-type mobile apps with Mobile Publishing
Custom app types enable you to create your own app types beyond the existing predefined categories of Fulfiller (Mobile Agent) and Requestor (Now Mobile app) mobile apps. Creating custom app types in Mobile Publishing, you can modify the in-app experiences like you can in other app types by using Mobile App Builder. These custom-type mobile apps can support the unique workflows, processes, and data requirements of different departments in your organization. This customization ensures that the apps provide relevant features, data integration, and functionality that aligns with each department's goals and activities. Supporting the following use cases:
- Create a dedicated mobile app for one or more business units. For example, if you have business units with their own distinct branding and needs, custom apps let you create an app with each business unit's branding and requirements.
- Use a single app with all the capabilities of Now Mobile (requestor) and Mobile Agent (fulfiller) apps.
- You want end users to be able to use more than two apps on a single phone.
- You want a custom-branded app for each of your brands, but you want your executives to be able to use all the different branded apps on their single phone.
- Create an app for a subset of your employees and continue to support the ServiceNow® mobile apps.
- Continue to use your current mobile apps and add additional custom apps without interruption.
Mobile Pop-ups
Display configurable mobile pop-ups based on real-time conditions. Mobile pop-ups are a way to transmit information to users and to encourage them to perform actions. You can display a mobile pop-up at the login page or when a user taps a button.
Overriding Critical Alerts
Send your users critical alerts, even if they configure their mobile device to a Do Not Disturb or Silent mode setting. Configure these visual and audio alerts to be sent when an issue needs immediate attention. Example scenarios can be to inform the user of an essential update, or to publicize a major incident that requires a speedy response.
Zero Access Trust
Configure Zero Trust Access (ZTA) on mobile to reduce end-user access based on factors such as IP address, location, and identity provider attributes. Session states can either be relegated with limited user access or restored with full user access. If a user’s mobile session meets the security policy conditions set by Zero Trust Access when logging in to their mobile app, a banner appears that explains that the user’s access may be limited. Zero Trust Access can help protect against unauthorized access and data breaches, even when high-privileged users access applications from untrusted devices or locations.
Data Visualization user experience
Use the upgraded data visualization user experience, which includes the following new features:
- Unified configuration experience for both web-UI and mobile platforms in a centralized location.
- Enhanced visualizations for charts and the introduction of a pie chart visualization.
- Compatibility with many data sources including ServiceNow® User Experience Analytics, ServiceNow® Health Log Analytics, ServiceNow® Performance Analytics indicators, and customized data sources.
- Ability to apply theming options, including the dark theme, by using variables to customize the look-and-feel of the mobile dashboards. For more information, see the Accessibility information section found in these release notes.
Want to learn more? Join us July 30th for a thorough overview of the Vancouver release. Sign-ups will be available on our Mobile App Academy page.
In just an hour, we’ll reveal additional Vancouver features, including:
- Mobile App Builder updates, an all-in-one developer tool to configure and build ServiceNow mobile apps—faster and more intuitively
- Mobile Card Builder updates, a citizen developer tool to create or modify cards and templates using a graphical interface
- And more, including mobile playbook enhancements and offline support for Now Mobile
