--- sourceDocument: Brazil Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Field Service Management ft:clusterId : - fsm bundleId : - fsm workflow : - Customer and Industry --- # Mobile experience # Mobile experience for Field Service Management {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](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 ServiceNow customers to manage field service tasks efficiently from any location, even when offline. Built on the ServiceNow mobile platform, it supports task planning, execution, and completion, with automatic synchronization when connectivity is restored. This mobile experience empowers both field technicians and managers to stay productive and connected while on the move. Show full answer Show less ## Key Features * **Task Management:** Technicians can prioritize, plan, accept or reject tasks, track travel and work time, and update task statuses directly from their mobile devices. * **Offline Capability:** Users can work on tasks, manage assets, access schedules, and close work orders without internet access. Data is stored locally and synced once online. * **Navigation and Scheduling:** The app provides optimized scheduling, route planning for multiple locations, and maps to navigate to task sites efficiently. * **Communication:** Field Service Managers and technicians can call customers or peers, send texts, and start Sidebar discussions within the app to facilitate collaboration. * **Knowledge Access:** Users can search knowledge base articles for guidance, enhancing task completion and problem resolution. * **Customer Interaction:** Technicians can capture customer signatures and send work order summaries via email upon job completion. * **Reporting and Analytics:** Customizable reports and dashboards provide real-time insights into task metrics, technician utilization, capacity, and customer requests to support continuous improvement. * **Field Service Manager Mobile:** Managers can oversee teams, create and monitor work order tasks, view agent statuses, and track SLAs directly from their mobile devices, enabling effective field management without a laptop. ## Practical Application For example, a service technician can use the app to review tasks, navigate to the site, check in, perform work, capture notes/photos/signatures, complete questionnaires, and close tasks---all from the field. This seamless workflow enhances productivity and reduces the need to return to the office for updates. ## Next Steps for Customers * Configure the Now Mobile Agent application to tailor the mobile experience to your organizational needs. * Activate Field Service Manager Mobile to enable managers to leverage mobile capabilities for team and task management. * Utilize available reports and dashboards to monitor and optimize field service operations continuously. 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 with the information 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/9I3zqoZEF7gY02plWhqrlA "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/BKsve8tidUx875Xf~qMHaA "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/mV2ciux9Q6muBs2Rc3dFUA "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} | | Manage tasks and technicians | [Field Service Manager Mobile](https://www.servicenow.com/docs/ezPffvMGcUY443JJglxmTQ "Field Service Manager Mobile is a centralized place for managers to do anything related to Field Service Management while on their mobile device.") * Update tasks from anywhere * Manage your team from your mobile device {#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/0PHJOb59l~Reghyr5I31XQ "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/FFHwFRm8Y7fbzSbWzJOy2A#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 knowledge base 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/bk4REoj2sFYIwPpw9wsA6Q#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. ## 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 can better understand customer and employee work requests and locations to identify improvement opportunities. ## Empower managers with Field Service Manager Mobile {#mobile-experience-fsm__section_hhf_lpb_23c} Field Service Manager Mobile gives Field Service managers the ability to manage their team, create work order tasks, view agents, and see SLAs from their mobile device. Field Service Manager Mobile empowers managers in the field to stay on top of their work without having to bring their laptop. ## Example: Technician Completes Job {#mobile-experience-fsm__section_example_technician_completes_job} A service technician needs to complete a work order task from the field without returning to the office. The Field Service Management mobile application gives technicians access to work order tasks and questionnaires, and syncs all updates automatically when the device reconnects. {#mobile-experience-fsm__table_technician_completes_job_process_flow__entry__3} | Step | Actor | Action | |-|-|-| | 1 | Technician | Opens the mobile app | | 2 | Technician | Reviews work order task | | 3 | Technician | Navigates to site and checks in when arrived | | 4 | Technician | Performs work | | 5 | Technician | Captures notes, photos, signature, and questionnaire responses | | 6 | Technician | Closes task | [ ] {#mobile-experience-fsm__table_technician_completes_job_process_flow} **Related concepts** * [Completing work on the ServiceNow Agent mobile application](https://www.servicenow.com/docs/XWnq5RIdkafwvgO5mu~fkA "Field service technicians and managers use the ServiceNow Agent mobile application to manage their field service tasks from anywhere.") * [Field Service Manager Mobile](https://www.servicenow.com/docs/ezPffvMGcUY443JJglxmTQ "Field Service Manager Mobile is a centralized place for managers to do anything related to Field Service Management while on their mobile device.") **Related tasks** * [Configure the Now Mobile Agent application](https://www.servicenow.com/docs/zXz8GNK0_SRre9Ug_CcEdA "Configure the Now Mobile Agent application and customize it for field service agents and dispatchers.") * [Activate Field Service Manager Mobile](https://www.servicenow.com/docs/1zEBOJMFADflI5QO5OH3mQ "Activate the Field Service Manager Mobile app to let managers effectively manage their teams from their mobile device.")