--- sourceDocument: Zurich Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/field-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Field Service Management ft:clusterId : - fsm bundleId : - fsm workflow : - Customer and Industry --- # Mobile experience # Mobile experience for Field Service Management {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Mobile Experience for Field Service Management The Field Service Management mobile application enables technicians and managers to efficiently manage field service tasks from anywhere using supported smartphones and tablets. Running on the ServiceNow mobile platform, the app supports both online and offline modes, allowing uninterrupted task execution even without internet connectivity. Offline data syncs automatically once the device reconnects. Show full answer Show less ## Key Features * **Task Management:** Technicians can accept or reject tasks, prioritize, plan schedules, start work, and complete work orders with ease. * **Asset and Inventory Management:** Manage, procure, receive, and record assets directly within the app. Locate parts in real time using map views. * **Schedule Optimization:** Find the quickest routes and optimal paths to complete multiple jobs efficiently using built-in navigation and mapping tools. * **Team Collaboration:** Stay connected by initiating sidebar discussions, calling customers, or messaging peers directly from the app. * **Knowledge Access:** Search and refer to knowledge base articles for task assistance while on the go. * **Offline Functionality:** Continue planning, working, and closing tasks offline with automatic synchronization when back online. * **Customer Interaction:** Collect customer signatures upon task completion and send work order summaries via email. * **Questionnaires:** Use checklists for safety and work completion details within tasks. ## Key Outcomes * Technicians gain flexibility and productivity by managing field tasks anytime and anywhere, regardless of connectivity. * Managers receive real-time insights into technician utilization, capacity, customer locations, and work requests through customizable dashboards and reports. * Improved operational efficiency with optimized scheduling and route planning. * Enhanced customer experience through streamlined communication and timely updates. * Data-driven decision-making enabled by detailed task metrics and performance reports. Manage your field service tasks from anywhere using the Field Service Management mobile application. When not connected to the Internet, you can still plan, work on, and complete tasks. Your mobile device will sync the information with when it next connects.{#mobile-experience-fsm__mobile-fsm} The Field Service Management mobile application runs on the ServiceNow mobile platform. |-|-| | Manage your tasks | [Prioritizing on ServiceNow Agent](https://www.servicenow.com/docs/MhXbHElgxiHtLr4lgjxT3w "Accept or reject tasks, assign tasks to yourself and plan your schedule for the day, view task details, schedule, and task location, or close a work order task using your mobile application.") * Plan your tasks * Plan your schedule * Start work {#mobile-experience-fsm__ul_qwm_kl3_z3b} | | Manage assets | [Setting up inventory and asset management](https://www.servicenow.com/docs/EOvVzaLq_GQVyXMqv0JDiA "Inventory and asset management in Field Service Management refers to the process of efficiently organizing, tracking, and controlling resources such as equipment, parts, stockrooms, and other assets used in field service operations.") * Procure assets * Receive assets using Mobile app {#mobile-experience-fsm__ul_trx_b3f_hcc} | | Optimize your schedule | [Find the quickest way to complete assigned jobs](https://www.servicenow.com/docs/YTsZwcMjmixeO5gurCmydQ "Get optimal routes to your task locations and use the task map to navigate to the location. You can view the location of tasks assigned to you for the current week and use the app to choose the optimal route to execute the tasks for the current day.") * Find optimal routes for executing tasks in multiple locations * Navigate to task locations using the task map {#mobile-experience-fsm__ul_rnk_3m3_z3b} | | Locate parts in real time | [Inventory on ServiceNow Agent](https://www.servicenow.com/docs/IXRJaZTUmgDQLyzas1U2cQ "Field service agents can locate, request, and transfer parts from other agents or warehouses for the current and future work order tasks.") * Locate parts using the asset map on the app * Record assets used for a work order task {#mobile-experience-fsm__ul_tjq_qm3_z3b} | | Stay connected with the team | [Start a Sidebar discussion on the Mobile Agent application](https://www.servicenow.com/docs/2ba18OA76FYyEfHmgVlrMQ "Create and view Sidebar discussions on the Mobile Agent application.") * Call customers directly from the app if more information is needed * Connect with peers by calling or sending them a text message {#mobile-experience-fsm__ul_rqg_xm3_z3b} | | Find helpful information | [Knowledge articles on ServiceNow Agent](https://www.servicenow.com/docs/vWd5qe96Ix0Sphs9EVMtYQ#access-information-you-need-mobile "Search relevant information from knowledge articles and see when your team members are on-site and if they are on schedule.") * Search through knowledgebase articles for assistance * Verify when your team members are on-site and whether they are on schedule to complete their tasks {#mobile-experience-fsm__ul_ryn_cp3_z3b} | [Table 1. Agent mobile application experience and its functions] {#mobile-experience-fsm__table_ovl_pb3_z3b} When [offline](https://www.servicenow.com/docs/kWgdx6rlWtyVhwriwHNJrg#work-offline-fieldservice-mobile "When you are at a task site that doesn't have an internet connection, you can work on field service tasks, record time, track asset usage, create part requirements, and complete work orders and tasks using the ServiceNow Agent application."), you can still execute assigned tasks, manage assets, access your schedule, track the time stamp of updated tasks, and close work orders and work order tasks. The data for tasks performed offline is stored on your device and synchronized when the device goes online. Watch this four-minute video for a demonstration of the ServiceNow Field Service mobile application for managing field service tasks. ## Empower technicians with an optimized mobile application {#mobile-experience-fsm__section_jzt_xhg_3cc} From their supported smartphones and tablets, field service technicians can do various tasks, such as accept or reject tasks, track travel and work time, display tasks and parts using map views, and access their schedules. Questionnaires are available to collect and complete necessary task details, such as safety or work completion checklists. When assignments are complete, customers can acknowledge the work with a signature on the technician's mobile device. Customers can also receive a work order summary by email. The mobile app also supports offline mode, enabling technicians to work without internet connectivity. Use and customize reports available with your application to get insights into task metrics, such as mean time for resolving work order tasks. Get real-time understanding of utilization, capacity, customers, locations requesting work, and other metrics using the dashboard. Managers can easily customize reports and dashboards to gain real-time insight into technician utilization and capacity. Managers will better understand customer and employee work requests and locations to pinpoint improvement opportunities. **Related concepts** * [Completing work on the ServiceNow Agent mobile application](https://www.servicenow.com/docs/qaaOUGu7FTm~jGgv9EY89g "Field service technicians and managers use the ServiceNow Agent mobile application to manage their field service tasks from anywhere.") **Related tasks** * [Configure the Now Mobile Agent application](https://www.servicenow.com/docs/rvCimRE9zfqHWqgzxIn0mA "Configure the Now Mobile Agent application and customize it for field service agents and dispatchers.")