Mobile Agent app demo

  • Release version: Zurich
  • Updated July 31, 2025
  • 7 minutes to read
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    Summary of Mobile Agent app demo

    The Mobile Agent app demo provides ServiceNow customers with a hands-on experience to understand how their agents can efficiently perform tasks from anywhere using a mobile device. The demo showcases curated scenarios for various roles, enabling agents to track work, access knowledge, and collaborate remotely. Users can select from roles like Customer Service Agent, Field Service Agent, Project Manager, IT Asset Manager, IT Operator, Security Analyst, and Service Desk Agent to explore tailored functionalities.

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    Using the Demo

    Customers can access the demo by tapping “TRY WITH A DEMO ACCOUNT” within the Mobile Agent app, selecting a role, and launching the demo. This logs the user into a ServiceNow instance with an example account, allowing exploration of role-specific tasks and workflows.

    Key Features by Role

    • Customer Service Agent: Quickly identify and manage priority cases, initiate case workflows, approve escalations and change requests, and reassign cases as needed.
    • Field Service Agent: Optimize daily schedules with route planning, access parts inventories and relevant knowledge articles, manage work order tasks including asset scanning and safety checklists, and update task statuses with customer signatures.
    • Project Manager: Monitor project status with color-coded indicators, track risks, issues, decisions, actions, and changes (RIDAC), enter new items, and collaborate via mobile communication tools.
    • IT Asset Manager: Conduct inventory audits via barcode scanning, receive assets against purchase orders, manage asset disposal, and improve data accuracy through batch uploads and discrepancy resolution.
    • IT Operator: Prioritize operational alerts by service, investigate root causes with grouped alerts and related incidents, access knowledge articles, add work notes, and initiate workflows or major incident proposals.
    • Security Analyst: Review and manage security incidents and vulnerabilities on the go, initiate orchestration tasks such as firewall blocks, communicate with users, and create change requests for remediation.
    • Service Desk Agent: Manage incoming incidents with ability to comment, reassign, resolve, and approve tasks; view and manage shift schedules; request shift coverage or time off; assign work to team members; and respond to major incidents with collaboration tools like conference calls.

    Benefits for ServiceNow Customers

    This demo enables customers to experience how the Mobile Agent app empowers their workforce with mobile access to critical workflows, improving responsiveness, collaboration, and operational efficiency across multiple roles. It highlights practical mobile capabilities like barcode scanning, task optimization, approval management, and incident response that help maintain business continuity and service excellence outside the traditional office environment.

    Next Steps

    Customers interested in configuring or extending the Mobile Agent app can refer to additional resources on building mobile apps and detailed mobile experiences for specific management areas such as Field Service Management, Event Management, Hardware Asset Management, and IT Service Management.

    Access the demo in your Mobile Agent app to learn how the app can help your agents work from anywhere using their mobile device.

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    The Mobile Agent app demo includes curated demonstrations to show how your agents can perform tasks on their mobile device. Agents can track incoming work, access important knowledge, and collaborate with teams on the go.

    Access the demo

    In the Mobile Agent app, tap TRY WITH A DEMO ACCOUNT. Then, select the role that matches the demo you’d like to see:

    • Customer Service Agent - resolve customer issues and swiftly respond to customer's requests
    • Field Service Agent – manage their schedules, access knowledge and parts inventories, and track their work for the day
    • Project Manager - initial, design, execute, monitor, and control projects
    • IT Asset Manager - manage IT assets and knowledge of assets whereabouts for financial and compliance purposes
    • IT Operator – triage and assign alerts, research root cause, and collaborate to act and resolve issues quickly
    • Security Analyst - handle security incidents and protect security operation environments
    • Service Desk Agent – prioritize their tasks for the day, manage their shifts, and swiftly respond to major incidents

    Finally, tap the Launch Demo button to start using the demo. The demo automatically logs you in to a ServiceNow instance with an example account.

    Instance login page with option to try demo account. Choice of mobile agent personas.

    Demo highlights

    The Mobile Agent app demo displays a launcher screen divided into sections. Tap an item in any section to open the item or tap See All to view all items in that section. For details on how launcher screens, other screens, and actions work together in the mobile environment, see Mobile hierarchy.

    Customer Service Agent

    Manage priority cases

    Agents use Cases that need attention to quickly identify priority cases needing their response. These are cases where customers have responded back, or where internal blocking tasks have been completed. Agents can open cases to view the latest updates, add comments or work notes, edit case details, and propose solutions. Related lists show SLAs, tasks, child cases, and other case-related lists.

    Initiate case workflows
    From the New cases list, agents can swipe to accept or reject) a case. They have quick access to active critical cases. From this case list, agents view case details and can initiate standard workflows, such as proposing a major case or escalating a case.
    Approve escalations and change requests
    If users such as managers and supervisors have approval roles, they see their escalation approvals and change request approvals as well. They can open the approvals, view details, and either approve or reject the requests. Managers can also easily reassign cases to other teams or individual users.

    Field Service Agent

    Optimize my daily schedule
    My Task Map displays locations for each of an agent's assigned tasks. Use the Optimize Today’s Route option to reorder tasks and show the quickest way to get to work locations.
    Access knowledge articles and parts inventories
    Agents view the parts required for the tasks they're currently assigned, and also view a full inventory of on-hand and defective stock. Agents can locate needed parts and see a map of warehouses and technicians that carry the parts they need. The Mobile Agent app includes knowledge management capabilities to provide immediate access to the knowledge that’s relevant to the task at hand. These capabilities include FAQs, error codes, schematics, and videos.
    Manage my work order tasks

    Once tasks are prioritized, your agents select their first work order and accept it. Thus acceptance provides visibility to the dispatcher and updating the agent’s location. With a swipe, they can track the parts needed to fix a problem or scan a barcode to consume an asset from inventory. As part of completing certain tasks, your agents can document conformance to a safety checklist, document equipment readings, or fill out an inspection questionnaire. These actions are done using forms specific to the type of work or equipment or even customer. Then agents can close their tasks, capturing a customer signature and adding any important work notes.

    For more information on Field Service Management using mobile applications, see Mobile experience for Field Service Management.

    Project Manager

    Monitor all your projects on the go
    Quickly view key project status and details, with a tap or a swipe, all from this single, native, mobile app. Filter to view color-coded, at-a-glance status of projects by project manager, portfolio, or business unit. See Critical Projects and Projects in Red on the opening page of the app - and tap in for more actionable insights.
    Raise awareness and take action
    Gain mobile visibility into the number of open risks, issues decisions, actions, and changes (RIDAC) that may affect the overall project health. Enter new RIDAC items right from your mobile device throughout the project life cycle.
    Collaborate with project stakeholders
    Provide timely project updates anytime, anywhere. The native mobile app enables you to send emails, add work notes, or upload project documents. Team members and project stakeholders always know exactly where things stand with their projects.

    IT Asset Manager

    Conduct an inventory audit directly from your phone
    Conduct scheduled or ad-hoc asset inventory audits of stockrooms, data centers or office locations by scanning barcodes with the Mobile Agent app. Multiple technicians can scan against a single audit at the same time.
    Receive hardware assets with mobile barcode scanning
    Accurately scan and receive multiple assets against open purchase orders. Create new asset records directly from the Mobile Agent app.
    Easily manage hardware assets throughout the disposal process
    Verify hardware assets that are ready for disposal or confirm which hardware assets will be disposed. Quickly scan hardware assets with your phone from any warehouse, datacenter, or stockroom.
    Improve IT asset management accuracy
    Accurately scan and receive assets for a streamlined operation with automatic updates to your asset data. Scan multiple assets in a single batch upload. Quickly resolve discrepancies between ServiceNow information and audits. Instantly lookup info about any hardware asset. For more information on Hardware Asset Management using mobile applications, see Mobile app for Hardware Asset Management.

    IT Operator

    Triage and assign alerts in a services context
    Use the Services section to prioritize which services need attention to address operational alerts. View service details, then view the primary alerts grouped by machine learning. View individual alerts to see if any other services are impacted by the alert, providing insight into the scope of the issue.
    Investigate root cause of alerts
    Drill into the alert details, review the secondary alerts that are automatically grouped with the alert. These alerts provide key insights into the root cause of the problem. View related incidents, repeated alerts, and log files attached to a related incident. Access knowledge articles that provide more information about the problem, and suggestions actions to address it.
    Collaborate and take action

    With the root cause and recommended solutions, agents can add work notes to the alert and even initiate actions. Actions can include like kicking off a workflow or proposing a major incident.

    For more information on Event Management using mobile applications, see Mobile experience for Event Management. .

    Security Analyst

    Manage security incidents anywhere
    Quickly view security incidents and review details, including the incident priority, affected user, configuration item, attacker information, and more. Analysts can search by keyword, and filter by security incidents, users, and vulnerability groups, to find exactly what they are looking for.
    Take action with the tap of a button
    Open IT requests, initiate orchestration tasks like firewall blocks and host isolation, and communicate with affected users, all from within the security incident on your mobile device.
    Review active vulnerabilities on the go
    Analysts can review vulnerability groups assigned to them to determine the next steps; view remediation status, assignment group, individual vulnerable items, and more. Then, create a Change Request and resolve the vulnerability or opt to defer until a later date.

    Service Desk Agent

    Manage my work
    View new incidents coming in, incidents currently at risk, and even breached incidents on the My Work tab. Agents can easily add comments, reassign, resolve, and approve incidents and tasks. Agents can also view and manage shifts to ensure adequate support coverage. The app includes a visual calendar view that shows your schedule as well as the shifts they cover for other agents. Request shift coverage or even request time off right through the app.
    Manage the team’s work
    Agents use the My Team dashboard to direct resources no matter where they are. Review unassigned work and take ownership of a critical incident. You can also assign it to a member of their team based on availability for the fastest incident response. Manage the team’s shift coverage using the app to ensure that all-time slots are adequately covered. Agents can use their phone’s native voice-to-text capabilities to provide the input to the Virtual Agent to see all schedules where they may have an upcoming coverage gap.
    Engage in major incidents as if you’re in the office

    Agents use the Mobile Agent app to engage and respond to major incidents. They can see proposed major incident candidates and quickly review and promote them. Collaborate by kicking off a conference call right from the app to serve as an in-person war room for the team.

    For more information on incident management using mobile applications, see Mobile experience with ITSM Mobile agent ITSM Mobile Agent.

    Learn more about the Mobile Agent app

    Use the following links to learn more about on how to use and configure the Mobile Agent app.