CSM application overview

  • Release version: Zurich
  • Updated July 31, 2025
  • 4 minutes to read
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    Summary of CSM application overview

    The Customer Service Management (CSM) mobile application enables customer service agents and managers to efficiently view notifications and manage customer service cases on the go. The app provides a user-friendly interface with applet launchers, applets, and a navigation bar that streamline access to essential case management functions.

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    Key Features

    • Applet Launchers: Serve as home pages configured by system administrators, displaying applets relevant to customer service tasks upon login.
    • Navigation Bar: Located at the bottom of the screen with tabs for quick access to Cases (main case management), Notifications (alerts related to cases), and Settings (application preferences).
    • Applets and Cards: Applets display functional screens such as Active Cases, showing lists of case records as cards with status indicators. Users can swipe cards for actions or tap to see detailed case information including activities, related lists, and escalations.
    • Filtering: Applets offer filtering options to narrow down case lists for more efficient management.
    • Agent Applets: Specific applets tailored for agents include:
      • My Cases: Cases needing agent action (Open, Awaiting Info, Resolved)
      • Active Cases: Cases assigned to the agent (Open, Awaiting Info, Resolved)
      • New Cases: Cases in the New state
      • Active Critical Cases: Priority 1 cases needing urgent attention
    • Case Card Layouts: Cards display key case information such as case state, number, short description, contact, and account details.
    • Case Form Related Lists: Agents can view related SLAs (Service Level Agreements), tasks, and child cases directly from the case form, helping track case progress and dependencies.
    • Notifications: Agents receive timely notifications for case assignments, comments, needs attention flags, escalations, and change request approvals. Notifications contain relevant case details to facilitate prompt responses.

    Benefits for ServiceNow Customers

    Using the CSM mobile application, customer service teams can stay informed and responsive regardless of location, improving case resolution times and customer satisfaction. The intuitive applet and notification system ensures agents focus on critical cases and manage their workload efficiently. Administrators can tailor applet launchers to match organizational workflows, making the mobile experience aligned with business needs.

    Customer service agents and managers can use the applet launcher and applets in the Customer Service mobile application to view notifications and manage customer service cases.

    Applet launchers

    Applet launchers serve as landing pages or home pages. When you log in to your instance, you see an applet launcher and the applets configured to display on that launcher. The system administrator configures the applet launcher and applets for the Customer Service Management mobile application.

    Navigation bar

    The navigation bar appears at the bottom of the mobile application screen. This bar includes the following tabs that you can use to access different applets and application launch pages:
    • Cases: displays the main case page. Use this applet launcher to access case management functionality.
    • Notifications: view a list of the notifications that have been pushed to the agent. Tap a notification in the list to see the details, then tap the details open the case.
    • Settings: manage settings for the mobile application.

    Applets and cards

    Select an applet from the applet launcher screen. Each applet contains one or more screens used to display records that correspond to the applet function. The Active Cases applet, for example, displays a list of all active case records.

    The cases in the list are displayed as cards, with the case status displayed at the top of the card. To use the cards:
    • Swipe a card left or right to see the available actions, then tap the desired action.
    • Tap a card to see the record details such as activity, related list, and escalations if any.
    • In the detail view:
      • Tap the top menu to see additional actions, then tap the desired action.
      • Select the back button to return to the list.

    Applets provide a filter option if there is more than one case in the list. When you tap the applet, you see a list of filters that you can use to narrow down the list of cases.

    Agent applets

    Customer service agents have access to the following set of applets.

    Table 1. Agent applets for My Cases
    Applet Description
    My Cases
    Needs Attention Cases Cases that are waiting for the agent to take action. Includes cases in the Open, Awaiting Info, and Resolved states.
    Active Cases Cases that are assigned to the agent. Includes cases Open, Awaiting Info, and Resolved states.
    New Cases Cases in the New state.
    Active Critical Cases Priority 1 cases in the Open, Awaiting Info, and Resolved states.
    Note:
    Cases in these lists are sorted by the last updated date in descending order, with the most recent updated case displayed first.

    Customer service card layout

    In a list view, case cards display the following information:
    • Case state
    • Case number
    • Short description
    • Contact
    • Account
    In the major case list view, case cards display the following information:
    • Major case state
    • Case number
    • Short description
    • Account

    Case form related lists

    Customer service agents can access the following Case form related lists.

    Table 2. Related lists and their descriptions for Case form
    Related list Description
    SLAs Displays a list of SLAs for a case. View the following information for SLAs included in this list:
    • Task
    • SLA Stage
    • SLA Definition
    • Actual Elapsed Percentage
    • Actual Elapsed Time
    Note:
    Detail view is not available from the SLA related list.
    Tasks Displays a list of case tasks. View the following information for case tasks included in this list:
    • State
    • Number
    • Subject
    • Assigned to
    • Priority
    Note:
    Detail view is not available from the Tasks related list.
    Child Cases Displays a list of child cases for a case. View the following information for child cases included in this list:
    • Case number
    • State
    • Short description
    • Account
    • Contact
    Click a child case to view additional details on the Case form.

    Notifications

    Agents can receive notifications in the Customer Service mobile application when cases are assigned, are commented, or need attention. The following table lists the available notifications:
    Table 3. Notifications in the Customer Service mobile application
    Notification Description
    Case assignment When a case is assigned to an agent by someone else, a notification is sent to the agent selected in the Assigned to field. The notification includes the case number, state, priority, and short description.
    Case comments When information is added to a case in the Additional comments or Work notes fields by someone other than the assigned agent, a notification is sent to the user selected in the Assigned to field. The notification includes the case number, priority, and short description.
    Needs attention flag is checked When the Needs attention flag is checked on the Case form, a notification is sent to the agent in the Assigned to field. The notification includes the case number, state, priority, and short description.
    Case escalation When an escalation is raised, users who are part of the group that has permissions to approve are notified. The approvers review and approve them.
    Change requests When a change request is raised, users who are part of the group that has permissions to approve are notified. The approvers review and approve them.