Can CSM consumers use Now Mobile?

[Aaron Munoz]

Does Now Mobile support having consumers (users with sn_customerservice.consumer) having access to the app? Mostly to make requests that generate cases and look at the status of their cases.

[Musab Rasheed]

Hello,

Go through below links

https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-service-management/concept/customer-service-mobile-interface.html

https://docs.servicenow.com/en-US/bundle/sandiego-customer-service-management/page/product/customer-service-management/reference/customer-service-mobile-overview.html

Regards

[Aaron Munoz]

Hi Musab, thanks for your reply.

Those links are related to the "Now Agent" app for "agents and managers". My question is more about the "Now Mobile" app and whether it's available for "consumers" or "contacts" in Customer Service Management.

[PaulSylo · Accepted solution]

Hi Aaron,

if you are looking for the answer that you can use "Now Mobile' for end user/consumer/contacts in (CSM), straight answer is yes. you can use the "Now mobile".

But, For any Consumer/Endusers, irrespective of Module use (Classification of CSM/ITSM/SRM/HR are all going to be same catalog or RP), it does not make change in using "now mobile" . All user either report an issue for issue for any incidents & select or choose any catalogs from the carasoul. behind those catalogs you will be tagged a CSM WF or ITSM WF or any HR WF. So it doesnt matter. If needed, you can can create a tailored experience in Now Mobile as per your need for CSM using builder. but for fullfiller/ Customer service Agent /Customer service Manager to work on those tickets comes from CSM WF Modules need to have this "com.sn_csm_mobile" plugin to be installed. this plugin will install other dependants (below shown) plugin to support your CSM operations,

• Mobile Agent Native Client plugin (com.glide.sg.agent_native_client)
• Customer Service (com.sn_customerservice)
• Customer Service Case Action Status (com.sn.csm_action_status)

So, point is for any modification on "now mobile" it is upto what you are build as per your need. for Fulfiller you can find lot of insights in these forums.

Regards,

Paul