Mobile experience for Field Service Management

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 the information with when it next connects.

The Field Service Management mobile application runs on the ServiceNow mobile platform.

Table 1. Agent mobile application experience and its functions

Manage your tasks	Prioritize your work using the Now Mobile Agent application Plan your tasks Plan your schedule Start work
Manage assets	Setting up inventory and asset management Procure assets Receive assets using Mobile app
Optimize your schedule	Find the quickest way to complete assigned jobs Find optimal routes for executing tasks in multiple locations Navigate to task locations using the task map
Locate parts in real time	Manage your inventory using the Now Mobile Agent application Locate parts using the asset map on the app Record assets used for a work order task
Stay connected with the team	Get help needed to complete jobs Call customers directly from the app if more information is needed Connect with peers by calling or sending them a text message
Find helpful information	Access the information you need using the Now Mobile Agent application Search through knowledgebase articles for assistance Verify when your team members are on-site and whether they are on schedule to complete their tasks

When offline, 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

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 will better understand customer and employee work requests and locations to pinpoint improvement opportunities.

Related concepts

• Use the Now Mobile Agent application to perform tasks

Related tasks

• Configure the Now Mobile Agent application