Prioritize your work using the Now Mobile Agent application

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 work order tasks

Plan how to execute tasks assigned to you using the mobile app. You can prioritize by accessing SLAs and call customers directly from the app.

Before you begin

Role required: wm_agent or wm_dispatcher

About this task

The task list displays the following information for each work order task:

• The work order task number.
• The short description of the work order task.
• Company for which the work order task is being executed.
• Asset details appear only if there is an asset associated with the work order task.
• Location where the work order task is being executed.
• The work order task state.
• Scheduled start date and time for work order task to be executed.
• For a work order task, if the parent work order has an account, navigate from the work order screen and drill down the account details to see primary contact details, related cases, assets, contracts, and entitlements.
  Note:

  The logged in user must have sn_customerservice.customer_data_viewer role to drill down and view the account details from work order.
• For a work order task, if the parent work order has been initiated from a case, navigate from the work order screen and drill down the see case details.
  Note:

  The logged in user must have case_viewer role to navigate to case screen from work order and sn_customerservice.proxy_contact role to add work notes and comments to the Case Activity Stream.

Procedure

1. Open the Now Mobile Agent application.
2. Tap My Work.
   Note:

   Tap Quick Actions and update your status to ON Shift to get identified as you are on your shift time.
3. Perform one of the following actions.

   To	Do this
   Search for work order and work order task	Enter a keyword to search for work orders and work order tasks.
   View the work order tasks assigned to you	Tap My Tasks. You can view all upcoming tasks based on the schedule start date. To view all tasks, tap See All.
   View work order tasks for your assignment group	In the My Group Tasks section, view upcoming tasks for your assignment group. To view all tasks, tap See All.

   The list displays all tasks scheduled to start before the end of next week.

   Note:

   You can also view all work orders for an asset.
4. Select a work order task to view details for the task.
5. Optional: Edit a work order description.
   1. Tap the overflow icon and select Edit.
   2. Do the following: To edit the task short description, tap the Short Description field, make necessary edits and click the back icon to go back to the Edit screen.
   3. To edit the task description, tap the Description field, enter a description for the task and click the back icon to go back to the Edit screen.
   4. Perform one of the following actions:
      • On an iOS device, tap Submit.
      • On an Android device, tap the send icon.
6. View the SLA for the work order that the task is associated with.
   1. Tap the work order number.
   2. Select the work order to view the details.
   3. Tap Related.
   4. Tap Task SLA.

   The screen displays all SLAs related to the work order.

   Tap the arrow at the top left corner to go back to the work order.

7. Make a call to the caller identified on the work order.
   1. Select the Details tab.
   2. Select the caller identified in the Caller field.
   3. Swipe the caller record to the left and click Call to place the call.

   Tap the arrow at the top left corner to go back to the work order.

Related concepts

• Field Service Management SLAs
• Working on tasks when your mobile device is offline

Assign tasks to yourself based on Intelligent Task Recommendation

Assign the best available recommended task to yourself so that you can fill a gap in your schedule.

Before you begin

Role required: wm_agent

About this task

The Intelligent Task Recommendation feature automatically recommends you the task with highest recommendation score only when your administrator activates the Field Service Intelligent Task Recommendation plugin. For more information, see Activate Intelligent Task Recommendation.

As an agent, you can login to the Now® Mobile Agent application to view the recommended task and assign the task to yourself.

Note:

Intelligent Task Recommendation excludes the work order tasks that are schedule locked.

Procedure

1. Navigate to the Now Mobile Agent application.
2. Tap My Work.
3. In the My Tasks section, tap the More actions () icon and then select Recommend Task.
4. Indicate your free time in the Start time and End time fields.
   The system automatically selects the default end time as two hours after the start time. You can change the end time if needed.
5. Click Submit.

Result

The task with highest recommendation score is automatically assigned to you.

Plan your schedule

View tasks to be executed as well as your personal events on a particular day to plan your schedule for that day. Add events for yourself and display your availability to team members.

Before you begin

Role required: wm_agent or wm_dispatcher

About this task

You can view your personal events and the schedule for all active tasks assigned to you from the current date. You can also view tasks that have been closed within the last seven days.

The task list displays the following information for each work order task:

• The short description of the work order.
• The work order task number.
• Scheduled start time and end time when the work order task must be executed.

Procedure

1. Open the Now Mobile Agent application.
2. Tap My Work.
3. Open the My Schedule applet.
4. Select a date on the calendar.
   Your personal events and the work order tasks that must be executed for that day displays below the calendar.
5. Select a task to view all details for that task.
6. Add or edit a personal event.
   1. Tap the more actions ( ) icon and select Create Event.
   2. Fill in the following fields:

      Field	Description
      Name	Name of the event.
      Type	Type of schedule entry.
      Show as	Display the event on the schedule as one of the following: Busy Free Tentative On call
      Start time	Start date and time for this event.
      End time	End date and time for this event.
      Repeats	Frequency of the repeated event. Available options: None Daily Every Weekday (Mon - Fri) Every Weekend (Sat, Sun) Every Mon, Wed, Fri Every Tue Thu

   3. Click Submit.

Pick up an unassigned task

If you are available, you can assign a task to yourself.

Before you begin

The work order task must be in Pending Dispatch state.

Role required: wm_agent or wm_dispatcher

Procedure

1. Navigate to the Now Mobile Agent application.
2. Tap My Work.
3. Open the My Group Tasks applet.
4. Select the desired work order task.
5. Tap the more actions () icon and then select Assign To Me.

Result

You receive a notification that the task has been assigned to you.

Optimize a task route

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.

Before you begin

The work order task displays the following information:

• The work order task number.
• The work order task state.
• The short description of the work order.
• The start date and time that the work order task needs to be executed.

Role required: wm_agent or wm_dispatcher

Procedure

1. Navigate to the Now Mobile Agent application.
2. Tap My Work.
3. Open the My Task Map applet.
   The work order task records display at the bottom of the map in the order they need to be executed.
4. Swipe a task record to the left or right to view each task for the current week and its location on the map.
5. Perform any of the following actions.

   To	Do this
   Optimize the route for executing more than one task in a day	Tap the More actions () icon and select Optimize Today's Route.
   Navigate to a task location	Tap the directions icon and select the desired application to get directions to the task location.
   View task details	Select the task.
   Toggle between map and list view	Use the Map or List icons to toggle between map and list view.

Accept or reject a work order task

Accept a work order task that has been assigned to you. You can reject the task if, for example, you do not have the required skills or you are not available at the required time.

Before you begin

Role required: wm_agent or wm_dispatcher

About this task

Unlike other work order tasks, the task card for a work order task related to a linear asset includes the start and end location details. This information helps agents identify that the task is specific to a linear asset and provides them with a clear understanding of the segment they need to focus on while executing the task.

Procedure

1. Open the Now Mobile Agent application.
2. Tap My Work.
3. Perform one of the following actions.

   Option	Details
   Accept a task	Do one of the following: To accept a task from the work order task list, select the desired task, swipe to the left and select Accept. To accept a task after reviewing the work order task details: Select and open the desired task. Review the task details. Tap Accept. When you accept a task, the work order task state changes to Accepted.
   Reject a task	Do one of the following: To reject a task from the work order task list, select the desired task, swipe to the left and select Reject. To reject a task after reviewing the work order task details: Select and open the desired task. Review the task details. Tap Reject. The Reject Task pop-up appears. From the Reason list, select a reason for the rejecting the task. Available options: Schedule conflict – you have another appointment scheduled for the same time window. Skills mismatch – the skills you have do not match the skills required to work on the task. Location mismatch – the location specified for the task is not the location you could work. Duplicate task – another record of this task exists. Parts unavailable – you do not have the required parts to work on this task. Customer unavailable – customer is not available for the scheduled task time-window. Other – any reason other than the ones listed earlier. In the Details field, enter additional information for rejecting the task. This field will be mandatory if you choose Other from the Reason list. Do one of the following: On an iOS device, tap Submit. On an Android device, tap the done icon. The reason for rejecting the task is populated in the work notes and the task moves to Pending Dispatch state. Note: The rejected task is not dynamically scheduled to the same agent for the next 24 hours. This is controlled by the work.management.rejected.technician.duration system property. However, as an agent you can manually assign the work order task back to yourself or as a dispatcher you can assign it back to the same agent.

What to do next

Start work on a task using the Now Mobile Agent application.

Start work on a work order task

You can record both the time you begin traveling to the work site and the time you start the work.

Before you begin

Role required: wm_agent or wm_dispatcher

About this task

Administrators can configure the wm_notification.upcoming.task.reminder.minutes.before system property to set the number of minutes before which a task reminder is sent. By default, you receive a notification 45 minutes before the work start time.

Administrators can enable push notifications in Studio. For information on setting up push notifications, see Mobile push notifications.

Procedure

1. Navigate to the Now Mobile Agent application.
2. Tap My Work.
3. In the My Tasks section, click See All.
4. Select the work order task you want to get started with.
   You can only start work on tasks that are in the Accepted state.
5. Perform any of the following actions.

   Option	Details
   To start traveling to the job site	Perform one of the following actions: To record your travel start time using the work order task list, swipe the desired task to the left and select Start Travel. To record your travel start time after you review the work order task details: Select and open the desired task. Review the task details. Tap Start Travel. Note: The Sub state and Work agent status are automatically updated as On Route to determine that you have started traveling to work on a task. The Start Travel button transforms intoCheck-In before initiating check-in actions. The Check-In option is visible only when the Enable/Disable Onsite Arrival Check-in for Agents property is enabled. For more information, see Global domain configurations.
   To check-in at job site before starting work	Tap Check-In after reaching the destination. Note: The system checks geofence boundary. If you are offline, the system can bypass geofence check with confirmation and sets the status as "Offline Mode. Geofence could not be validated". For more information on the check-in process, see Onsite arrival and check-in. The substate Onsite Arrival is automatically set, indicating that you have reached your travel destination for the work order task. A notification is sent to the customer, informing them that the agent has arrived on-site and is ready to begin the work. For more information, see Customer notifications for work order tasks.
   To start directly working on the task with automatic check-in	Perform one of the following actions: To record the work start time using the work order task list, swipe the desired task to the left and tap Start Work. To record the work start time after you review the work order task details: Select and open the desired task. Review the task details. Tap Start Work. Note: The system checks geofence boundary. If you are offline, the system can bypass geofence check with confirmation and sets the status as "Offline Mode. Geofence could not be validated". A message appears that your time card was created and your time worked has been accounted for. Your Work agent status is automatically updated as On Site to determine that you have started working on a task. Tap Quick Actions and update your status to On break if you want to take a break from the task or Off Shift if you are out of your shift time.
   To change the expected start or estimated end time for the task	Open the task. Tap the More actions icon in the upper right hand corner, and tap Edit task. Tap the calendar icon next to either Expected start or Estimated end. Note: You cannot update the expected start time once a task is in the Work in Progress state. Update the time or date you plan to start or end the task. Tap OK, then tap Submit. The task expected start or estimated end time is updated.

Result

The following fields are updated in the work order task:

• The work order task's state changes to Work In Progress to reflect that the task is actively being worked on.
• The Actual work start field is automatically updated with the current system time, marking the beginning of the task.
• The Actual travel duration field is automatically calculated by the system. It measures the time difference between the Actual travel start and Actual onsite arrival timestamps, unless manually set.
• The Actual onsite arrival time is automatically populated as Actual work start date time when check-in is skipped.
• The generated time card for the task's travel duration is stored under the Time Worked related list. This provides a record of the time spent traveling to the task location.
• If the system properties work.management.allow.auto.timecard and work.management.allow.travel.task.timecard are enabled, time cards are automatically created. These time cards capture the duration of your work on the task, including the task's travel time.

Related topics

• Manage notifications from your mobile device

Activate dark mode

Turn on dark mode in the Mobile Agent to alleviate eye strain if the default is too bright.

Before you begin

Role required: wm_agent

Procedure

1. Open the Mobile Agent.
2. Tap Settings.
3. Tap Appearance.
4. Tap Dark theme.

Complete a questionnaire for work order task

Complete the answers to questions associated with a work order task and store the responses for future reference. For example, you can create questionnaires for verifying the condition of an equipment before it is repaired.

Before you begin

You can view a questionnaire in a work order task if it is made available for that task. For more information on creating questionnaires and associating them with work orders or work order tasks, see Work order questionnaires.

Role required: wm_agent or wm_dispatcher

Procedure

1. Open the Now Mobile Agent application.
2. Tap My Work.
3. In the My Tasks section, tap See All.
4. Select the work order task for which you want to fill out the questionnaire.
5. Tap the Take questionnaire button at the bottom of the screen.
6. On the Pending tab, tap the questionnaire that you are ready to take.
   If the questionnaire is mandatory, you cannot close the task until you complete the questionnaire.
7. Tap Get Startedand answer each question in the questionnaire.
8. Perform one of the following actions.

   To	Do this
   Save the questionnaire	Tap Save. You can edit the questionnaire later.
   Submit the questionnaire	Tap Submit. Once submitted you can view but cannot change your questionnaire.

   The submitted questionnaire appears in the Completed tab.