Mobile experience for Customer Service Management

Manage customer service cases from a mobile device with the Customer Service Management mobile application. Stay connected and access information in real time to complete tasks quickly.

Customer service agents can use the Customer Service Management mobile application to review case details and quickly complete case tasks.

Note: The Customer Service Management mobile application supports product cases.

Figure 1. Customer Service mobile application applet launcher

With the customer service agent role (sn_customerservice_agent), you can:

Get a quick overview of your case load, including new cases, critical cases, and those that need attention.
Accept and reassign cases.
Add comments or work notes to cases.
Review case details, activity stream, and related information such as SLAs, case tasks, and child cases.
Edit case information such as priority.
Propose major cases.
Receive push notifications for assigned or updated cases.

With the system administrator role, you can configure the Customer Service Management mobile application in the following ways:

Configure pages to display the desired data.
Configure the functions associated with swipe actions and top menu actions.
Configure and create push notifications.

Activate the Customer Service Mobile plugin

The Customer Service Management mobile application runs on the runs on the ServiceNow® mobile platform.

To use the Customer Service Management mobile application, activate the Customer Service Mobile plugin (com.sn_csm_mobile). This plugin activates the following plugins:

Mobile Agent Native Client plugin (com.glide.sg.agent_native_client)
Customer Service (com.sn_customerservice)
Customer Service Case Action Status (com.sn.csm_action_status)

To provide support for major cases, you can activate the optional Major Issue Management plugin (com.sn_majorissue_mgt).

Once the Customer Service Management mobile application is activated and configured, agents can download the ServiceNow Agent mobile app on their mobile devices and access ServiceNow instances.

Note: You can activate the Customer Service Mobile plugin (com.sn_csm_mobile) from the Customer Service Management guided setup.

For more information, see Activate a plugin.

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