Difference Between Agent and Now Mobile App

[Santhrushna]

Hi,

I would like to understand the differences between Agent and Now mobile app. We are trying to see if we can use Agent app for both where we could incorporate the Now features in Agent app. Might not be the complete incorporation but at least some of them such as where users able to create Service Request through Agent app same as Now Mobile app. Any information could be helpful.

Thanks in advance.

[PaulSylo]

Hi Santhurshna - I guess you want to use Agent mobile app itself for your all users ( end users as well to log in to the incident/request). Initially, I too was very inclined in that decision, because it brings the convenience of having one mobile app instead of Two, and also having one app you can easily differentiate the User persona.

Even you can make a few customizations and you can tweak the agent app to work. but the issue I face is during the upgrade, I see a few parametrized items are not working as expected, Difficult in troubleshooting the issue, and sometimes, you will be missing that tailored experience that comes out of the box. 

your idea of using one app sounds good now, but the purpose will be defeated and you won't get the same experience when you extend and do the customization. it may give a low user experience and sometimes you may think to consider both apps, which may lead to rework !. but, technically speaking, it is possible and still you can configure it as one app and it works better

few article for reference: pls check what @Allen A posted and below links as well.

https://community.servicenow.com/community?id=community_blog&sys_id=2f2678dedb84cc94414eeeb5ca96194b

https://community.servicenow.com/community?id=community_question&sys_id=73424e2bdbd034141cd8a345ca961998

[Santhrushna]

Thank you for the quick reply and providing the information.