Mobile Experience for Workforce Optimization for Customer Service

Manage customer service cases from your mobile device with the Now Mobile Agent application. You can stay connected and access information in real time so that you can complete your tasks quickly.

If you're an agent (sn_customerservice_agent​) or a manager (sn_wfo_csm.manager), you both can use real-time notifications from the application to take action on an issue. ​Before you can do so, you must activate the Customer Service Mobile Plugin (com.sn_csm_mobile). For more information about the Now Mobile for Customer Service Management, see Mobile experience for Customer Service Management

• To get started with this application, follow the instructions in Get started with the Customer Service mobile application.
• You can learn about the agent and manager tasks that you can perform in Use the mobile application to perform agent and manager tasks. Additionally, you can also perform the following tasks for Workforce Optimization for Customer Service.

Table 1. Agent tasks

Agent tasks	Action	Description
Approve or reject shift-swap request	Tap the notification. Approve or Reject the shift-swap request.	Agent receives notification that the shift swap request is either approved or rejected.

Table 2. Manager tasks

Manager tasks	Action	Description
Approve or reject time-off request	Tap the notification. Approve or Reject the time-off request.	Agent receives notification that the time-off request is either approved or rejected.
Approve or reject shift-swap request	Tap the notification. Approve or Reject the shift-swap request.	Agent receives notification that the shift swap request is either approved or rejected.
View critical and high priority cases that breached SLA	Tap the notification. The case record appears.	Review the case record and take appropriate action.