Setting up Field Service Mobile Agent

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Setting up Field Service Mobile Agent

    Setting up the Field Service Mobile Agent involves configuring the Mobile Agent application to facilitate task management via mobile devices. This setup is crucial for enhancing the efficiency of field service agents and dispatchers, allowing them to operate effectively from any location.

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    Key Features

    • Mobile Plugin Installation: Ensure the Field Service Mobile plugin (com.snfsmmobile) is installed to activate mobile functionalities.
    • Customization: Tailor system and mobile properties to fit organizational needs, including display options, permissions, and access controls.
    • Outsourced Service Management: Enable contractors to manage tasks directly on mobile devices, enhancing collaboration and task execution.
    • Task Briefing: Utilize virtual agent capabilities to provide agents with briefings and instructions through the mobile app.
    • Indoor Wayfinding: Implement navigation features to assist agents in large indoor environments, improving response times.
    • Field Service Contractor Feature: Allows contractors to manage work orders using the Now Mobile Agent application.
    • Virtual Agent Conversations: Set up ServiceNow® Virtual Agent for quick answers to work-related queries via the mobile app.
    • Site Mapping: Helps agents navigate job sites within large facilities effectively.
    • Sidebar Activation: Activate the Sidebar feature by enabling the Field Service Management plugin (com.snfsmsidebar) for enhanced usability.
    • Push Notifications: Configure notifications to keep agents and dispatchers informed about tasks and changes in real-time.

    Key Outcomes

    By effectively setting up the Field Service Mobile Agent, organizations can expect improved task management capabilities, enhanced communication among team members, and optimized navigation for field service agents, ultimately leading to increased operational efficiency and faster response times.

    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.

    Configuration overview

    The steps for setting up Field Service Mobile Agent are:
    1. Configure the Now Mobile Agent application

      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

      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

      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

      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

      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

      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.