Platform - Mobile - Workshop

Now Mobile/Mobile Agent App
Implementation Workshop
Implementation Workshop
Date
Speaker Name
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User instructions
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workshop materials. The purpose of this presentation is to outline the baseline process explaining the configurable
options with the objective of determining the to-be process and corresponding configuration requirements, usually in
the form of user stories
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Agenda

Update this slide based
Agenda on your workshop
content
Workshop Overview and Mobile App Introduction

Mobile App Demo
Mobile User Experience and App Walkthrough
Wrap Up and Next Steps

Housekeeping

For virtual/hybrid workshops.
Housekeeping Update depending on which
application you are using to run
your workshop
• Facilities
• Laptops closed, phones on vibrate
• Breaks and lunch
• Questions
• Wrap-up

Introductions

Introductions
• Customer project team

– Name, Title
– Name, Title
• Partner project team
– Name, Title
– Name, Title
• ServiceNow project team
– Name, Title
– Name, Title

Workshop Overview &
Prerequisites

Workshop Objectives
• Understand how [Agent Mobile / Now Mobile] App functions interact with other ServiceNow applications
• High level discussion on Mobile Best Practices
• Review of available features and functions in the ServiceNow Mobile platform for implementation consideration
• Capture requirements to support configuration of Agent Mobile App

Workshop Deliverables
• Workshop Outcomes:
– Use Cases identified that the [Agent Mobile / Now Mobile] App should fulfill
– Gaps identified between needs and default solution
– Defined Requirements that can be loaded into User Stories
– “Parking Lot” list of post workshop activities
• Workshop Exclusions:
– Detailed training on how to use or configure the ServiceNow Mobile Platform
– Creation/Modification of ServiceNow mobile application components during the workshop

Workshop Prerequisites
• Processes exposed in [Agent Mobile / Now Mobile] App have at least been workshopped
• Access [Agent Mobile / Now Mobile] App demo inside app
– In the Now Mobile app, tap the Try with a demo account button at the bottom of your login screen. Then, tap
the Launch Demo button to start using the demo. The demo automatically logs in to a ServiceNow instance with
an example account

[Agent Mobile/Now
Mobile] App
Introduction

Available Mobile Apps
Now Mobile Agent

• Everyday end-user experience • Fulfiller user access
• Access to Catalog, Knowledge, My Requests / Cases / • Applets to allow fulfillers/agents to complete tasks
Incidents / Assets
• Full config capability
• Full config capability
• HR Onboarding workflows
• Now Mobile is now available on the Now Store for download

Migrate from Onboarding to Now Mobile
• Migrating HR onboarding workflows into the Now

Mobile client
• Deep link will be added to Mobile Onboarding client to
help end users migrate to Now Mobile client
• Seamless login experience for new hires
Onboarding Now Mobile

(Client) (Client)

Mobile Workflows & Developer Tools
Agent Now Mobile Developer Tools
• ITBM – Work Planner Mobile (New in store) • ITBM – Mobile Timesheets (Update in store) • Mobile Card Builder (New in store)
• ITSM – ITSM Mobile Agent (Store) • ITSM – Walk-up Experience (Update) • Appsee Analytics API V1.0 (New in store)
• FSM – Field Service • HR - Employee Onboarding • Mobile Publishing (Store)
• CSM - Customer Service • HR – Campaigns • Mobile App Builder
• ITAM – Asset Receiving • ITSM – My Requests, Service Catalog
• ITAM – Hardware Asset (Store) • Safe Workplace- Safe Workplace for Mobile (Store)
• ITBM – PPM Mobile • Safe Workplace- Employee Readiness Surveys (store)
• ITBM – Project Status Report (Store) • Safe Workplace- Workplace PPE Inventory Management
(store)
• ITBM – Agile Development 2.0 (Store)
• Safe Workplace- Employee Health Screening (store)
• ITBM – Agile Task
• Emergency Response - Emergency Response Management
• ITOM – Event Management
(store)
• Risk – GRC Mobile (store)
• Emergency Response – Emergency Outreach (store)
• SecOps – Security Incident Response (Store)
• CSM – Knowledge
• SecOps (FAR) – Vulnerability Response (Store)
• ITAM – My Assets
• ITAM – Asset Inventory Audit

Demo
Demo Experiences for Mobile
Available at the login screen of each client
Now Mobile
Employee CIO
Mobile Agent
Field Service Security Analyst Project IT Asset Service Desk IT Customer

Agent Manager Manager Agent Operator Service Agent

Mobile
User Experience

What is a Micro-Moment?
• A user should be able to complete a task or perform an action in

30 seconds
• ServiceNow strongly believes that by enabling micro-moments,
we improve user happiness and help employees work better
• When developing a mobile experience, always consider
decisions through the lens of micro-moments

Other Considerations
• With a limited screen size, make sure mobile • Users have a hard time keeping track of more than 7
functionality matches what users need things at a time
– Having too much functionality (aka clutter) is just – Try to limit menus and lists of options to 7 if
as bad as not enough possible
• Users tend to not like to enter significant amounts of • Don’t be afraid of vertical scrolling (users are used to
text on mobile this), but make sure important things are ”above the
– Though voice dictation does help, but requires fold”
network access
– Focus on actions that don’t require text entry
– E.g., don’t expect long comments for close notes

Mobile App Builder
• Configuration support for all

Mobile Platform features
• Simplifies mobile development experience for citizen
developers
• More intuitive and better aligns with Now Platform’s
UI and taxonomy
– Support UI rule configuration
– Support for empty state configuration
– Ability to convert ItemViews to Templates and
Configs

Mobile Card Builder
• Create custom card views for your mobile data using a

graphical user interface
• Enables real-time preview when editing
*ServiceNow Store Release*

Mobile Publishing
• Publish branded ServiceNow mobile apps to public app store

– iOS – directly published to Apple public app store using your Apple account
– Android – APK file will be provided to re-sign and publish it to Google play
store
• End users can discover and download the custom app via public app store as
opposed to private distribution method

Latest Mobile Client Features
Client features for ServiceNow agent & now mobile
Mobile Client Features

Mobile Metadata Activity
• Saved Views
Impersonation Refresh Stream 2.0
– Book frequently accessed screens
• User Impersonation
– Impersonate another user to test roles and permissions without log out / log in
• Metadata Refresh
– Update mobile app with latest changes by swiping down on applet launcher
• Activity Stream 2.0
– New improved UI (action ribbon, full screen text, improved image visibility, & support
for paragraph line spacing) with @Mention Support
• Debug Mode
– Trace app performance or track transaction ID for reference in debug logs
• Siri Shortcut To Open Virtual Agent

– Now available on ServiceNow Agent client
• Mobile Alerts
– Display a message overlay to users when they open a form screen

Now Agent
Walkthrough
What We’re Doing Next
• Go through in a little more depth various components of the app

• Think about what Use Cases and Audiences you want to enable in the App
• Time to ask questions and have discussions
• Really examine how any functionality benefits the users
• Remember:
– Mobile experience is targeted at “micro-moments”; goal is to allow users to act and move on in 30 seconds or less
– Everything in the App has to be configured just for the App, nothing from the desktop just comes over
• Before we begin:
– Who are our users for the app?
– What ServiceNow applications are we planning to expose?
– What are the primary Use Cases we’re looking to enable? Or what are we expecting users to do in the app?

Navigation Bar & Launcher Screens
• A Launcher Screen is a configurable screen that acts as a

home page and shows data to allow access to deeper parts
of the application
• The Navigation bar (bottom of screen) lets user switch
between Launcher Screens, Screens, and default Screens
(Settings & Notifications)
– If 5 or more navigation tabs exist, the system hides
additional ones under the “More” menu at the end
• Think about:
– How many Launcher Screens will we need?
– For each Launcher Screen, what functionality will our
users need at their fingertips?

Mobile Screens
• Screens are templated views of data in the system and can consist of multiple screens
• Types of Screens include: Lists, Grouped Lists, Calendars, Maps, Employee Directories, Forms, and URLs (to
display the Service Portal), Graphs
• Screens use Data Items to perform queries
• Think about:
– What Screens do we need? Do we need multiple Screens for the same data set? (e.g., My Tasks vs Tasks Assigned
to My Group)
– What fields need to be shown in a list-type view?
– Would a different Screen type (e.g., Map or Calendar) be more useful for your users?

Mobile Screens (cont.)
• Screens generally lead to Details views (think Forms from

desktop UI)
• Mobile views (form/item views previously) are configured
in Studio using Mobile Card Builder as Mobile Cards
• Fields can have actions associated (e.g., send an email to a
user) as well as form footer and top menu actions
• Think about:
– What fields and functions will a user need to action a
record in 30 sec?
– What tabs (e.g., Activity, Additional Details,
Related/Embedded Lists) will we need?
– Are there any special (e.g. Stages, Checklist) field types
that we need?

Actions & Buttons
• There are a number of places to put Actions and

Header Buttons
Swipe
• Backend UI Actions do not translate into mobile
Action actions, so all need to be specifically created for
mobile
Top Menu • Think about:
Field,
– What functions do a mobile user need to perform?
Smart – Do we need to restrict the functions by role or
button
some other criteria?
Footer – What Quick Actions do we want to expose on the
Action
home screen?
Quick
Action

Other Considerations (for Agent Mobile)
• Native Chat & Virtual Agent

– If you’re deploying Virtual Agent or Agent Chat, would you like to expose that in the app?
• Inline Parameter Box
– Can ask for signatures, passwords, comments inline instead of a separate parameter screen
– What actions would benefit from this?
• Push Notifications
– Notifications can now be made "actionable", with buttons that users can tap to run actions without opening the app.
– Notification preferences screen allows user to turn on/off certain mobile notifications
• Geo Location
– Do your agents/technicians need to be able to be tracked?
– Generally used for Field Services
• Incremental offline caching
– Agents will receive cache updates whenever changes occur on data
– Cache is kept up-to-date and data downloads are happening in smaller and higher frequency

Comply with Federal and Internal Security Requirements
• Host mobile apps

in GCC with FedRAMP compliance
• Proxy traffic with Edge Encryption support
• Restrict data visibility with Domain Separation
• "Force Local Login" functionality can be configure to
redirected end users to local login page when connecting to
the instance from a mobile app

Now Mobile App
Walkthrough

Developer Tools
Mobile studio
Now Mobile Developer Tool: Now Platform UI

Customize Workflows with Mobile Developer Tools
Enable, modify, or build mobile workflows across various business units
Out-of-the-box Add/Modify OOTB Workflows Create Custom Workflows
Base System Safe Workplace Custom tables and new

Functionality (or other BU) workflows

Home
• Greeting
– What message do we want to show our users?
• My To-Dos
– By default, shows approvals for Request and Requested Items tables
– Can also show other tasks to complete, such as from HR Service Delivery
• My Requests
– By default, shows records opened by the user from the Incident and Requested Items tables
• Popular Services & Articles
• Quick Action(s)
– Menu? Chat? Open Record Producer?

Services
• Aligning your mobile service catalog experience to match desktop portal experience
• What Service Catalog(s) should we expose in the app?
• Does the categorization make sense on mobile?
– Especially if you have multiple catalogs, they will interleave
• Are the items configured to work on mobile?
– Make sure client scripts don’t use unsupported APIs

Information
• Aligning your mobile service catalog experience to match desktop portal

experience
• What Knowledge Base(s) should we expose in the app?
• Does the categorization make sense on mobile?
– Especially if you have multiple knowledge bases, they will interleave

Search
• Search includes these configuration options:

– Text search: Find items, articles, and people by entering text in the search area.
Administrator can configure two search engines- Zing (global)and AI search. AI
Search is only available on Now Mobile
– Photo search can be enabled by admin
– Voice Search : As admin enable your users to search for items, articles, and people
using native speech recognition from an app on their mobile device

Siri Shortcuts
• On iOS, can configure up to 4 Siri Shortcuts to open specific pages in

the App
• The 4 available shortcuts are:
– Open your requests
– Open your tasks
– Browse services
– Open a chat window (if chat enabled)
• Users set up from Settings menu

Mobile Dashboard
• Add Reports and Performance Analytics

widgets to help users make the right decision
and set expectations
• The available graphs and charts are:
– Single Score
– Area
– Line
– Spline
– Step Line
– Donut
– Bar (Vertical Bar Chart)

Other Considerations
• Native Chat & Virtual Agent

– If you’re deploying Virtual Agent or Agent Chat, would you like to expose that in the app?
• Push Notifications
– Notifications can now be made "actionable", with buttons that users can tap to run actions without opening the app.
– Push actions are grouped within Categories
– Push actions are tied to existing mobile actions (functions). Action types supported: Write-back, redirection, URL, and Chat
– Notification preferences screen allows user to turn on/off certain mobile notifications
• Authentication & SSO
– Mobile supports normal instance SSO and authentication. "Force Local Login" functionality can be configure for each mobile client type (Agent,
Now Mobile) to redirected end users to local login page when connecting to the instance from a mobile app.
– Platform administrators will now be able to enable Mobile Re-authentication for mobile actions before the action can be executed
– Platform administrators will now be able to configure adaptive authentication so that mobile apps can be whitelisted and can access the instance
even though IP access control is enabled and the user is outside of trusted networks
• Mobile Analytics
– Review App usage on platform using the mobile analytics dashboard available on Agent Workspace

Other Considerations Cont.
• Domain Separation
– Provides domain separation support for data only
– In domain separated instance record will display company name to identify the company it's associated with.
• Campaigns for promotional display
– Mobile campaigns enable you to share curated content using a scrolling list of images in a carousel format.
– Three possible card types in the carousel: video, image, and text.
• Recommended for you section known from the ESC portal is now available in Now Mobile on the support tab
• Edge Encryption support
– When signing in to the application, the user must be directed to the edge encryption server
– All configuration settings are performed in web-based-UI.
• Mobile GovCommunityCloud (GCC) Compliance
– Designed for U.S. Federal, State, and local government customers
– Each ServiceNow mobile app use FIPS 140-2 certified encryption modules and are GCC-compliant.
• Seamless Deeplinking
– Deeplinking experience from one mobile app to another
– Admins can manage Deeplinking through an allow-list dynamically and configure to pass contextual parameters (i.e. incident number or
description)

Other Considerations Cont.
• Activity Stream 2.0

– Sticky quick actions (upload doc, image, take a picture)
– Support for @mentions (Agent receive push notifications when mentioned)
– Full width images and videos optimized for each device
• Card Actions
– Mobile Tap on card to execute action
– Better discoverability and quicker time to action
– Custom button styling with text & icons
– Dynamic placement for optimized card view
• Mobile Card Builder
– Create custom card views for your mobile data using a graphical user interface
– Enables real-time preview when editing
• Mobile Timesheets
– ITBM OOB native Mobile Timesheets
– Employees can easily log time by creating new timesheets or copying from previous ones
– Managers can easily review, edit, approve, or reject employee timesheets
– Admins can take advantage of mobile components to build their own native timesheet report

Mobile SDK

Why Mobile SDK?
• Enable you to harness the power of ServiceNow Platform within

stand-alone mobile apps
• Allow 3rd party developers to access ServiceNow mobile Platform’s
APIs natively from iOS and Android
Ability to query data, embed Virtual Agent UI, and send custom
analytics events to User Experience Analytics
• Enable native integration for Virtual Agent and Live Agent
• SDK delivers the following services
– NowCore: Initialization & Authentication Management
NOW SDK
Now Core
– NowData: Fetches ServiceNow Platform data
– NowChat: Embeddable Virtual Agent UI
Depends on
– NowAnalytics: Custom Event Tracking to Appsee
Now Chat(VA) Now Analytics
Now Data

Why is it the Right Solution?
• Enable a custom, rich, native UI inside

existing mobile app
• Virtual Agent is a part of the SDK,
which leverages VA Topic builder and
theming, so it is easy to implement and
maintain
• Enable seamless handoff to live agents
• Full analytics capabilities

Transform your Current Mobile App Help Experience
Leverage CSM Engagement Manager Build Native Virtual Agent (Native)

Download SDK Artifacts from the ServiceNow Store
To start the SDK journey, the developer have to leverage the ServiceNow Store to setup the 2 store appsdx
1. Mobile SDK (scoped app on store) This will install a plugin on the instance that will allow SDK setting configurations
1. Mobile SDK Libraries (ancillary app on store*) Download the SDK file/libraries with which the developer can
integrate to their custom mobile apps Xcode and Android Studio projects
Ancillary Software is integrations, plug-ins, and other add-ons that help connect third-party services to ServiceNow as
well as features that enhance ServiceNow products
NOTE: Rome is Limited GA release: only approved customers/partners with ServiceNow credentials and instances can access this application

Using the SDK
1 Import
Configure Token &

2 Settings
Create a Service (Chat,

3 Data, Analytics)
Display Chat UI,

4 Query/Mutate Data &
Log Events

Take Advantage of SDK Sample App
• Simple authentication flows leveraging

JWT
• Native lists leveraging the Now Data
SDK (queries of KB and Cases)
• Virtual Agent embedded
using Now Chat SDK
• Analytics for Actions and Screens
using Now Analytics SDK

It’s a Wrap

Next Steps
• Make sure we have all stakeholders

– Mobile can be a fundamental shift in the way people work; we want to make sure all areas of the business are
represented
– If people weren’t present, make sure we include them going forward
• Decide on Applets and Launcher Pages
– Understanding how many experiences we need to build helps drive a consistent design
• Begin writing stories
– Based on what we’ve discussed, capture requirements for the app as stories for development
– Recommend creating stories per-Applet/Detail pair (e.g. Incidents assigned to me list and details view) as well as
per ALP

Useful Resources
• Docs
– https://docs.servicenow.com/csh?topicname=mobile-employee-experience.html&version=latest
• Training courses
– Mobile Development Fundamentals
• Developer
– https://developer.servicenow.com
• Mobile Tutorials
– https://docs.servicenow.com/csh?topicname=sg-parametrizations.html&version=latest

Resources to Get You Started
Mobile app academy
“How-to” app building series on YouTube and

Community
Mobile App Academy

Thank you!

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Now Mobile/Mobile Agent App

© 2022 ServiceNow, Inc. All Rights Reserved. 2

© 2022 ServiceNow, Inc. All Rights Reserved. 3

© 2022 ServiceNow, Inc. All Rights Reserved. 4

To provide credibility to ServiceNow documents, the ServiceNow

© 2022 ServiceNow, Inc. All Rights Reserved. 5

© 2022 ServiceNow, Inc. All Rights Reserved. 6

Workshop Overview and Mobile App Introduction

© 2022 ServiceNow, Inc. All Rights Reserved. 7

© 2022 ServiceNow, Inc. All Rights Reserved. 8

© 2022 ServiceNow, Inc. All Rights Reserved. 9

© 2022 ServiceNow, Inc. All Rights Reserved. 10

• Customer project team

© 2022 ServiceNow, Inc. All Rights Reserved. 11

© 2022 ServiceNow, Inc. All Rights Reserved. 12

© 2022 ServiceNow, Inc. All Rights Reserved. 13

© 2022 ServiceNow, Inc. All Rights Reserved. 14

© 2022 ServiceNow, Inc. All Rights Reserved. 15

© 2022 ServiceNow, Inc. All Rights Reserved. 16

Now Mobile Agent

© 2022 ServiceNow, Inc. All Rights Reserved. 17

• Migrating HR onboarding workflows into the Now

Onboarding Now Mobile

© 2022 ServiceNow, Inc. All Rights Reserved. 18

Agent Now Mobile Developer Tools

© 2022 ServiceNow, Inc. All Rights Reserved. 19

Field Service Security Analyst Project IT Asset Service Desk IT Customer

© 2022 ServiceNow, Inc. All Rights Reserved. 21

© 2022 ServiceNow, Inc. All Rights Reserved. 22

• A user should be able to complete a task or perform an action in

© 2022 ServiceNow, Inc. All Rights Reserved. 23

© 2022 ServiceNow, Inc. All Rights Reserved. 24

• Configuration support for all

© 2022 ServiceNow, Inc. All Rights Reserved. 25

• Create custom card views for your mobile data using a

*ServiceNow Store Release*

© 2022 ServiceNow, Inc. All Rights Reserved. 26

• Publish branded ServiceNow mobile apps to public app store

© 2022 ServiceNow, Inc. All Rights Reserved. 27

Mobile Client Features

• Siri Shortcut To Open Virtual Agent

© 2022 ServiceNow, Inc. All Rights Reserved. 28

• Go through in a little more depth various components of the app

© 2022 ServiceNow, Inc. All Rights Reserved. 30

• A Launcher Screen is a configurable screen that acts as a

© 2022 ServiceNow, Inc. All Rights Reserved. 31

© 2022 ServiceNow, Inc. All Rights Reserved. 32

• Screens generally lead to Details views (think Forms from

© 2022 ServiceNow, Inc. All Rights Reserved. 33

• There are a number of places to put Actions and

© 2022 ServiceNow, Inc. All Rights Reserved. 34

• Native Chat & Virtual Agent

© 2022 ServiceNow, Inc. All Rights Reserved. 35

• Host mobile apps

© 2022 ServiceNow, Inc. All Rights Reserved. 36

© 2022 ServiceNow, Inc. All Rights Reserved. 37

Now Mobile Developer Tool: Now Platform UI

© 2022 ServiceNow, Inc. All Rights Reserved. 38

Out-of-the-box Add/Modify OOTB Workflows Create Custom Workflows

Base System Safe Workplace Custom tables and new

© 2022 ServiceNow, Inc. All Rights Reserved. 39

© 2022 ServiceNow, Inc. All Rights Reserved. 40

© 2022 ServiceNow, Inc. All Rights Reserved. 41

• Aligning your mobile service catalog experience to match desktop portal

ServiceNow Store Release