Mobile experience for Field Service Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Mobile experience for Field Service Management

    The Field Service Management mobile application enables ServiceNow customers to efficiently manage field service tasks from anywhere using supported smartphones and tablets. It operates on the ServiceNow mobile platform and supports both online and offline usage, allowing technicians to plan, execute, and complete tasks without internet connectivity. When connectivity is restored, task data automatically syncs with the system.

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    Key Features

    • Task Management: Technicians can prioritize, plan, accept, reject, and complete work orders and tasks directly from the mobile app.
    • Scheduling and Navigation: The app helps optimize schedules, find quickest routes for multiple tasks, and navigate to task locations using integrated maps.
    • Asset and Inventory Management: Users can set up and manage inventory, locate parts in real time using asset maps, record parts used, and procure or receive assets via the mobile device.
    • Team Collaboration: Mobile users can start Sidebar discussions, call customers, and communicate with peers through calls or texts within the app.
    • Knowledge Access: Technicians have access to knowledge articles to assist with tasks and can verify team members’ on-site status and schedules.
    • Offline Capability: Critical functions such as task execution, asset management, schedule access, time tracking, and work order closure are supported offline, with data syncing upon reconnection.
    • Customer Interaction: Customers can provide acknowledgments with signatures on the technician’s device and receive work order summaries via email.
    • Data Insights and Reporting: Managers can customize reports and dashboards to monitor technician utilization, capacity, customer requests, and other operational metrics in real time.
    • Questionnaires: The app supports collecting task-specific details like safety checklists and work completion forms.

    Benefits for ServiceNow Customers

    This mobile experience empowers field technicians to work efficiently with flexible connectivity options, enhances communication between teams and customers, and improves asset and task management. Managers gain actionable insights through customizable reports and dashboards, enabling better resource allocation and service quality improvements. Overall, the mobile app supports a streamlined, responsive, and data-driven field service operation.

    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.

    Infographic with a smartphone and a list of functions for FSM Mobile. For the text description, refer to the following table.

    Table 1. Agent mobile application experience and its functions

    Manage your tasks

    		 Prioritizing on Mobile Agent
    • 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

    		 Inventory on Mobile Agent
    • Locate parts using the asset map on the app
    • Record assets used for a work order task

    Stay connected with the team

    		 Start a Sidebar discussion on the Now 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

    Find helpful information

    		 Knowledge articles on Mobile Agent
    • 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.