Setting up Field Service Mobile Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Setting up Field Service Mobile Agent

    Setting up the Field Service Mobile Agent involves configuring the Mobile Agent application to enhance task management capabilities from mobile devices. This setup includes installing the Field Service Mobile plugin and customizing features to improve agent efficiency and collaboration.

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    Key Features

    • Customizable Properties: Tailor system and mobile properties, including display options, permissions, and access controls, to meet organizational needs.
    • Outsourced Service Provider Management: Allow contractors to manage their tasks via mobile, facilitating seamless collaboration.
    • Task Briefing via Virtual Agent: Enable agents to receive instructions and briefings directly through the app for effective task completion.
    • Indoor Wayfinding: Implement navigation features to assist agents in complex indoor environments, enhancing efficiency.
    • Push Notifications: Configure notifications for timely updates to keep agents and dispatchers informed about tasks and changes.
    • Sidebar Activation: Activate the Sidebar feature within the Mobile Agent application for improved usability.
    • Field Service Contractor Feature: Enable contractors to manage work order tasks through the ServiceNow Agent application.
    • Virtual Agent Queries: Allow field service agents to interact with a Virtual Agent for quick answers to work-related questions.
    • Site Mapping: Aid agents in navigating job sites, especially in large indoor facilities.
    • Territory Usage: Switch the app to utilize territories instead of assignment groups for task management.

    Key Outcomes

    By following the setup process, customers can empower field service agents and dispatchers to efficiently manage tasks from any location, improving overall service delivery and responsiveness. This setup enhances collaboration among team members and ensures that agents have the necessary tools and information to succeed in their roles.

    Setting up the Field Service mobile application involves configuring the Mobile Agent application, customizing UI actions, and other functionalities to enable task management from your phone or other mobile device.

    The Field Service Management application includes the Field Service Mobile plugin (com.sn_fsm_mobile) by default. This plugin enables the Field Service mobile application's functionality within your Field Service Management application.

    Note:
    The mobile plugin must be installed.
    You can configure the following functionalities within this mobile application to ensure an optimized mobile experience for your Mobile Agent application instance, empowering agents and dispatchers to work efficiently from any location:
    • Customize system and mobile properties to tailor the mobile experience according to your organization's requirements. This includes configuring settings such as display options, permissions, and access controls.
    • Enable the outsourced service provider to manage tasks on mobile devices. This functionality allows contractors to access and manage their assigned tasks, ensuring seamless collaboration and efficient task execution.
    • Utilize the task briefing feature using the virtual agent capability. This enables agents to receive briefings and instructions for their tasks directly through the mobile application, ensuring they have all the necessary information to complete their assignments effectively.
    • Implement indoor way finding functionality within the mobile application. This enables agents to navigate complex indoor environments more easily, improving their efficiency and reducing response times.

    If you have the wm_manager, sn_fsm_tp.fsm_territory_resource_manager role, and Field Service Manager Mobile is activated, when you sign into the Mobile Agent you see Field Service Manager Mobile.

    Configuration overview

    The steps for setting up Field Service Mobile Agent are:
    1. Configure the Now Mobile Agent application

      Configure the Mobile Agent application and customize it for field service agents and dispatchers.

    2. Field Service Contractor for mobile feature of the Now Mobile Agent application

      The Field Service Contractor for mobile feature of the ServiceNow Agent application enables contractors to manage work order tasks.

    3. Configuring Field Service Virtual Agent Conversations

      ServiceNow® Virtual Agent for Field Service Management enables field service agents to get quick answers to their work-related queries by interacting with a virtual agent through the Now Agent mobile application.

    4. Configuring Site Mapping for Field Service Management

      Site Mapping for Field Service Management helps agents navigate job sites when their tasks are in large indoor facilities.

    5. Activate Sidebar for the Field Service Mobile Agent application

      You can activate the Sidebar for Field Service Management plugin (com.sn_fsm_sidebar) for Field Service Management if you have the admin role. Activating this plugin enables the Sidebar feature on the Mobile Agent application.

    6. Configuring push notifications for task assignment

      Configure notifications to ensure agents and dispatchers receive timely updates and alerts on their mobile devices. This feature keeps them informed about important tasks and changes in real-time.

    7. Activate Field Service Manager Mobile

      Activate Field Service Manager Mobile so users with the wm_manager, sn_fsm_tp.fsm_territory_resource_manager can access the app.

    8. Change Field Service Manager Mobile to use assignment groups or territories

      Change the Field Service Manager Mobile app to use territories instead of the default assignment groups.