--- sourceDocument: Australia Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/field-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Field Service Management ft:clusterId : - fsm bundleId : - fsm workflow : - Customer and Industry --- # Setting up Field Service Mobile Agent # Setting up Field Service Mobile Agent {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Setting up Field Service Mobile Agent The Field Service Mobile Agent setup enables field service agents and dispatchers to efficiently manage tasks from mobile devices through the Field Service Management application. This setup involves configuring the Mobile Agent application, customizing UI actions, and activating essential plugins like the Field Service Mobile plugin (com.snfsmmobile), which is included by default but must be installed and activated for mobile functionality. Show full answer Show less ## Key Features * **Customization:** Tailor mobile and system properties such as display options, permissions, and access controls to fit your organization's needs. * **Outsourced Service Provider Access:** Allows contractors to manage assigned tasks on mobile devices, promoting collaboration and task execution. * **Task Briefing via Virtual Agent:** Agents receive task instructions directly through the mobile app, ensuring clarity and readiness. * **Indoor Wayfinding:** Helps agents navigate complex indoor environments to improve efficiency and response times. * **Role-Based Access:** Users with the wmmanager and snfsmtp.fsmterritoryresourcemanager roles can access the Field Service Manager Mobile application. * **Push Notifications:** Configure alerts to keep agents and dispatchers updated on task assignments and changes in real-time. * **Sidebar Activation:** Admins can activate the Sidebar feature by enabling the com.snfsmsidebar plugin for enhanced mobile navigation. * **Field Service Contractor Feature:** Enables contractors to manage work order tasks within the Now Mobile Agent application. * **Virtual Agent Conversations:** Provides quick answers to agent queries via a virtual agent integrated into the mobile app. * **Site Mapping:** Assists agents in navigating large indoor job sites effectively. * **Assignment Group vs. Territory Configuration:** Optionally switch Field Service Manager Mobile to use territories instead of default assignment groups for task assignments. ## Offline Mode Limitations When operating offline, several features are limited or unavailable: * Mobile Playbooks and ServiceNow Otto® are not accessible. * New questionnaires cannot be generated offline, though those created online can be submitted offline. * PDF work summaries and map functionality are not supported offline. * Mandatory questionnaires button does not appear offline, but existing questionnaires can still be accessed and completed. * Client script mobile UI rule actions on form screens are unsupported offline. ## Configuration Steps * Configure and customize the Now Mobile Agent application specifically for field service agents and dispatchers. * Enable the Field Service Contractor for mobile feature to empower contractors with task management capabilities. * Set up Virtual Agent conversations to facilitate quick support for agents. * Configure site mapping for better navigation in large indoor job sites. * Activate the Sidebar plugin (com.snfsmsidebar) to enhance mobile app navigation. * Set up push notifications for timely task assignment alerts. * Activate Field Service Manager Mobile with appropriate roles to ensure correct user access. * Optionally adjust the app to use territories instead of assignment groups for task management. 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. {#setting-up-field-service-mobile-agent__ul_wlm_scw_k1c} 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. ## Offline Mobile Limitations {#setting-up-field-service-mobile-agent__section_sck_1zn_pkc} The following items are known limitations to consider when using Field Service Mobile Agent in offline mode. * Mobile Playbooks aren't available offline. * Questionnaires can't be generated offline. However, if the questionnaire is generated online, it can be submitted offline. * PDF work summary can't be generated offline. * ServiceNow Otto® isn't available offline. * The mandatory questionnaires button doesn't show when offline. However, you can still open the questionnaire from the task page and complete it. * `Run client script` mobile UI rule action input form screens aren't supported offline. * The map in Field Service Mobile Agent isn't supported offline. {#setting-up-field-service-mobile-agent__ul_fc1_jzn_pkc} ## Configuration overview {#setting-up-field-service-mobile-agent__section_jht_c2b_3cc} The steps for setting up Field Service Mobile Agent are: 1. [Configure the Now Mobile Agent application](https://www.servicenow.com/docs/GBk7jzNLjoJ99pnbeXPDGg "Configure the Now Mobile Agent application and customize it for field service agents and dispatchers.") 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](https://www.servicenow.com/docs/WWlUMatv~a7RPBo6~UmD2w "The Field Service Contractor for mobile feature of the Now Mobile Agent application enables contractors to manage work order tasks.") 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](https://www.servicenow.com/docs/xCf9C3zDUgNG8ImpTBD45g "Predefined Field Service Virtual Agent chatbot conversations enable field service agents to view their work schedule for the day and update their tasks.") 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](https://www.servicenow.com/docs/YPl1VXEKmr3lCob8jQLUZA "Site Mapping for Field Service Management helps agents navigate job sites when their tasks are in large indoor facilities.") 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](https://www.servicenow.com/docs/pHqCpwz8uWElHkmtAGHzrw "You can activate the Sidebar for Field Service Management plugin (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.") 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](https://www.servicenow.com/docs/ZnmW7Yatlw~Ob8GZSYPF5Q "Assign tasks and send reminders to customer service agents and field technicians using push notifications.") 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](https://www.servicenow.com/docs/jebllxiAdlR9I3KYmiUdtw "Activate the Field Service Manager Mobile app to let managers effectively manage their teams from their mobile device.") 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](https://www.servicenow.com/docs/ic3nxI1~x7YofIvfHrJZYw "Administrators can change Field Service Manager Mobile to show territories instead of assignment groups.") Change the Field Service Manager Mobile app to use territories instead of the default assignment groups. {#setting-up-field-service-mobile-agent__ol_zjc_32b_3cc}