--- sourceDocument: Australia Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/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 --- # Mobile experience # Mobile experience for Field Service Management {#ariaid-title1} Release version: Australia Updated March 12, 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 on the ServiceNow mobile platform enables field technicians and managers to efficiently manage service tasks from anywhere, even without internet connectivity. Offline capabilities allow planning, working, and completing tasks, with automatic synchronization once the device reconnects. This mobility enhances responsiveness and operational efficiency for field service teams. Show full answer Show less ## Key Features * **Task and Schedule Management:** Technicians can prioritize, accept or reject tasks, plan schedules, and start or complete work orders directly from their smartphones or tablets. * **Asset Management:** The app supports setting up inventory, procuring, and receiving assets, enabling end-to-end asset lifecycle management in the field. * **Optimized Scheduling and Navigation:** Provides route optimization and map views to find the quickest paths for multiple task locations, improving efficiency and reducing travel time. * **Team and Communication Tools:** Field Service Manager Mobile allows managers to oversee teams, create tasks, track SLAs, and stay connected via calls, texts, and sidebar discussions within the app. * **Knowledge Access:** Technicians can search ServiceNow knowledge base articles directly in the app for on-the-spot assistance and guidance. * **Offline Mode:** Enables uninterrupted task execution, asset management, schedule access, time tracking, and work order closure while offline, with data syncing upon reconnection. * **Customer Interaction:** Supports collecting customer signatures on completed work and sending work order summaries via email to improve service validation and communication. * **Questionnaires and Checklists:** Facilitates collection of task-specific information such as safety and completion checklists to ensure compliance and thorough documentation. * **Reporting and Dashboards:** Offers customizable reports and dashboards for managers to gain real-time insights into technician utilization, task metrics, customer requests, and operational capacity. ## Key Outcomes * Field technicians gain the flexibility to perform and complete tasks efficiently from any location, improving first-time fix rates and customer satisfaction. * Managers can monitor team performance and service delivery in real time without needing a laptop, enabling faster decision-making and resource allocation. * Offline capabilities ensure continuous productivity and data integrity even in areas with limited or no internet access. * Enhanced communication tools foster collaboration between team members and better customer engagement. * Customizable analytics empower organizations to identify operational bottlenecks and optimize field service strategies. 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/4p7xYgAkcdGB1Kl82uzM6g "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/30beZr5F2Pr~Pj2Y8GUzjg "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/Ms3RU~uMWshAIJ9LuE0eKA "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/4q51_Q0_COPcP99A8Rcvaw "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/9RaxlLHPxjtZg~wm_B6xOA "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/KyiuRPWRlCGAN6DOQ4rnOw#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/1C~pvcXdwW_yJTwWY~mIHw#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. Watch this four-minute video for a demonstration of the ServiceNow Field Service mobile application for managing field service tasks. ## 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. **Related concepts** * [Completing work on the ServiceNow Agent mobile application](https://www.servicenow.com/docs/0kT6aGUkRcTcK781pzpmBQ "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/4q51_Q0_COPcP99A8Rcvaw "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/GBk7jzNLjoJ99pnbeXPDGg "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/jebllxiAdlR9I3KYmiUdtw "Activate the Field Service Manager Mobile app to let managers effectively manage their teams from their mobile device.")