Configure Mobile Agent for Service Request Playbook

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Install the Customer Service Mobile and Service Request Playbook plugins to enable government service agents to track non-emergency service requests on the Mobile Agent. You can then configure the roles.

    As a user with the admin role, complete the following configuration tasks to set up the Mobile Agent application.

    Table 1. Admin Tasks for Mobile Agent app configuration
    Task Description
    Install Service Request Playbook application Install Service Request Playbook (com.sn_public_sector_digital_services_core) from the ServiceNow® Store.
    Activate the Customer Service Mobile plugin (com.sn_csm_mobile)

    You can activate the Customer Service Mobile plugin (com.sn_csm_mobile) using the Customer Service Management guided setup.
    (Optional)Activate Field Service Management plugin (com.snc.work_management) Install the Field Service Management plugin to view the work orders related list. For more information, see Integration with Field Service Management.
    Configure public sector roles and permissions for Mobile Agent app Configure user roles in order for government service agents to access the Mobile Agent app. This step is mandatory for any government service agent to be able to work from the app.

    Once the Customer Service Management mobile application is activated and configured, agents can download the ServiceNow Mobile Agent on their mobile devices and access ServiceNow instances.