morning good afternoon or good evening everyone welcome back to mobile app academy where we show you how to build and configure mobile apps live on the now platform my name is always is charlie steiner product marketer here at servicenow and today david and foo will be walking you through how to build a consolidated employee self-service experience for mobile if you're joining us for the first time want to welcome you first off thank you for joining us today this is a live building series that focuses on managing and building out mobile apps in real time our product experts are here to provide guidance best practices and answer your questions whether live or in the chat and we host these sessions every two weeks here on zoom at 10am pacific on tuesdays and our recordings are posted on youtube to our youtube playlist thursday morning specific time as well we'd love to hear your thoughts in this session and how we can improve going forward whether here in the chat or on our mobile apps and platform community channel let us know your feedback love to hear it before we get into today's session i just want to run you on your all through a few resources that if you're not aware we do have available on our community channel and our youtube channel if you're new to mobile we recommend you check out some of our enablement resources you can see down here in the bottom right such as our mobile guide books and white papers we also have a plethora of other resources that you can find on our community like labs mobile training those will be on now learning and our youtube playlist with all our previous recordings so make sure you subscribe to our now community channel to not miss a recording we in fact just recently posted our webinar from last week on the quebec release so if you missed that be sure to check that out on our youtube channel the link will be in the chat one more thing to note is if you like these sessions our teams also host academy sessions for virtual agent hr and performance analytics which you can find in their respective community forums so be sure to check them out as well our our fellow teams here at servicenow do great work and finally knowledge is just around the corner we're really excited our teams have been putting in a lot of work and a lot of effort to get prepared for this year and registration is open and free this year so be sure to sign up we have a lot of new exciting labs and breakout sessions that will be taking place the week of may 11th and the following week so if you're interested in getting a sneak preview of some of the new things coming out from mobile um or interesting how they work like mobile card builder for instance that recently came out quebec definitely make sure to register for that lab and check out our other sessions want to know what else is coming from mobile we got you covered there as well we posted an article in our community channel that will list out all the breakout sessions labs demos and anything else that we have coming from mobile so be sure to check that out alrighty then with all that being said let us know if you have any questions those links will be in the chat i'll get to them shortly but david hall senior product manager on the mobile team get us started thanks for the intro charlie good morning everyone and welcome back to our mobile app academy my name is david ha and i'm an outbound product manager here at servicenow i also have fujo with me he's a solution architect on the mobile team here servicenow as well and we want to give a warm welcome to everyone joining us live here today and for today's topic we're going to be covering building a consolidated employee self-service experience for mobile so we're really addressing some of the common questions that we hear from customers who sometimes have several portal experiences on platform and they're trying to figure out you know how do we get started with their now mobile deployment right and a great prerequisite for today's live session is one of our earlier app academies we hosted just two weeks ago called getting started with now mobile and paris in which we showed some of the new enhancements in pairs um and that allows you to enhance your catalog experience on number and charlie can send a link to the zoom chat in case you haven't already seen it so we'll take some of the knowledge from that session and build upon it and show you a few other things that might help you through your non-mobile implementation okay so again the goal for today is to talk about how you can deploy your now mobile app to support your various portal experiences across different departments such as it and hr and how you can do some of that basic and minor configurations and this is really important to many customers today because you know uh organizations might not always have like a dedicated team to support a very custom and dead heavy implementation and your goal might just be to roll a very simple mobile app that takes advantage of the out of the box capabilities but you might just need to fill in a few gaps to get it running um but before we get into the actual configuration let's talk through a few things that you might want to consider before deploying your now mobile app and first and foremost what you should consider is whether this is a department a department specific deployment or is it for both it and hr right we have customers that use just our itsm product um some customers that use just the hr service delivery product but then you also have customers who have both and for those type of customers uh they typically have like a single portal that employees can go to for both for those areas but in other cases uh they might have separate portals with separate experiences and so in the case where customers have a single consolidated portal experience you're actually in the best situation to go live with uh the now mobile app out of the box the other blocks now mobile experience is likely already exposing a lot of the things that you already need or maybe even all of it it gives you access to your approvals your service catalogs knowledge bases and so forth um and it's likely that you know those internal teams are already talking to each other uh or sharing a single entry point which also aligns with your out-of-the-box non-mobile experience on the other hand you know we also have customers who have separate sites for different departments such as such as having one portal for it and one portal for hr on platform um so what are those some initial things that you can do to improve your outlet block style experience and you know what would it look like if you started with the it product for now mobile and then added hr to it but what i want to point out here is you know there does need to be a little bit of coordination and collaboration between your internal groups before you deploy anything new and now mobile because you want to make sure it's a consistent experience right you want to make sure that you're bucketing things in a consistent way so that you're not creating fragmented experiences for your customers to navigate through so you do want to make sure that you book you have both groups at the table when you're deploying this self-service experience for now mobile um the other thing that i uh to think about is from a consolidated employee self-service experience is you know what are you trying to support and what is it that you want to expose to your employees from a mobile capability standpoint and typically you know the most important use cases that you would find would be on your employee self service center or whatever portal that you have um whether it's for it or hr the most important things are typically the same things or very similar you know employees just want to get help they want to have access to their knowledge bases have access to their catalog items and approvals and it should be consistent for both itme and hr you shouldn't have to be building a bunch of different tabs just for different departments um but really it's trying to find those commonalities of major use cases that all your groups needs and to prioritize those use cases and as you can see here you know many of the things that employees need today are already covered out of the box when you download the now mobile plugin um you can see that we didn't migrate any everything over from this employee self-service uh service center um just important ones that employees would want to actually do on a mobile device things like system status would be totally irrelevant uh on mobile so we left those untouched but for for cases where customers have two different portals the outer blocks might not cover all the things that you would need so you would need to fill in those gaps so it's just a matter of identifying them and then migrating them over okay and so with those considerations in mind how do we get started um we're going to start with an out of the box experience for now mobile but i will only have my itsm product enabled first so i'll still have access to my request my service catalogs and knowledge but it's all going to be for it and then i'm going to show you what it looks like when i enable the hr service delivery experience and how that content will roll through my now mobile app my applets and apple launchers will still stay the same but i'll have new content inside of them that will provide me access to my hr requests hr catalogs and hr tvs as well and from there we'll start to make some modifications to our out of the box experience to make sure that our mobile experience aligns with what our employees would need from both their it and hr portals okay so once i enable the hr service delivery product for now mobile you know maybe there's some requests that were left out of the box and so i'll show you how to enable that you know uh how you can and also how you can uh add and update fields to those mobile screens or maybe there's some service catalogs that i don't see but i should be expecting from one of my departments where would i check to make sure it's enabled and that it's properly showing on my now mobile app and is there any way for me to reorder my catalogs for a better catalog browsing experience so we'll definitely show that as well or maybe you know my kvs are missing for hr where should i check to make sure that they're working and or are you aware of some of the limitations that uh that exist today so we'll go through that as well and then also uh we'll take a look at our employee self service center on desktop and see if there's any other major use cases that we would want to migrate to the now mobile that's not available on the box right and i'll walk you through the steps of what it would look like to expose something that we would want from the platform over to mobile okay so we'll configure each one of these and i'll show you what the intended experience will look like on mobile so let's go ahead and jump into our instance and configure the first use case um so we're going to jump over to our instance and we're going to configure the first use case how do we align my request for now mobile um so you know if i had a portal for hr and a portal for it i would need to check now mobile to make sure that my employees have everything that they need from both portals right so from the i.t side we want to make sure that um we would want to make sure that that they have access to all their requested items and my open incidents for example and maybe from the hr side we want to make sure that they also have access to your hr task but they're not opening up two different applets just to get that information they all roast through the same tablet but you'll be able to see that information um through this one um if we take a look at the other box now mobile app uh it seems that we only have access to um oh it looks like i have incidents already in here but i actually want to remove that so let me go and do that real fast but out of the box i think you only would see requested items on your rhythms so let me go ahead and remove that real fast for now mobile okay so now if i refresh i should really only see request items there it is okay so this is what i was expecting all right um and so uh you know if there's a couple items that we that are missing that we need it needs to be filled in for my request how would we go about adding those new type of requests and to get started uh we're going to first look and open up my request filters on my left hand nav and i'm kind of already on that but left-hand nav look for now mobile and then open up my request filters and here you'll find all the filters that your instance is currently applying to pull in data from my request for hr out of the box you should already see a request filter for open hr cases but if you're not seeing it appear in mold this is actually a great place to double check to make sure and we can see that this record is currently set to false so let's go ahead and jump into this filter and set it to true right and you can see the the conditions here um i think there's um so it looks like there's a script that's likely looking for all open hr cases opened by the user that's logged in uh we won't touch that but just know that you can adjust your filters and conditions here so let's go ahead and just set this to active and then click update okay should have gone through and set the tree okay so if we've now refreshed our now mobile client we should now see all the open hr cases that have been opened by me and this would complete the requirements that our employees would need for the hr site right so if i click see all um [Music] i should see some hr cases let's see my hr case set is true so let's check on platform to make sure that i actually have an hr case um so if you look at opened we do have one open for david let's create another one just in case uh david which is my login user let's learn hr case general inquiry and then we'll click create case uh say the agent's already working on it but i should be able to refresh and see my hr request that's weird huh uh let's check my request filters again real fast after this true hey drop case is open food what do you think am i missing anything that uh that stands out to you um so what uh so this is the the filter right yep so i uh just answering questions um and it's calling a it's calling a script right right i did see an error thing earlier yeah i saw that too i i didn't know you can actually call that um this was built out of the box and it should work out of the box um okay i think on my instance it was just set to false uh but if you were to set this to true which i did test earlier this morning for it not sure why it's not calling through though um oh you know what one more thing that i would like to check uh to troubleshoot i'd probably look at the backing tables to make sure that this is pulling through so if i look at apple launchers for now mobile um i'm going to find this specific applet in item stream so i'm going to go into the apple launcher and i'll explain this as i'm going through it but just to make sure i'm troubleshooting real fast so we can move on i'm going to jump to where this item stream was okay so it does show up um that is weird i'll try one more thing i'm gonna log out and log back in which shouldn't affect it but um okay let's refresh oh okay that's interesting um i'm gonna test another filter uh see if we look up now mobile let's create a new filter uh so this is a great troubleshooting example right so if there's any out of the box filter that's not working um as you would intend it to you can just create a new filter right to you right this kind of just serves as a baseline but maybe your intention is to sort through all of your open hr cases so we'll just call this one hr cases that are open all right and it's going to pull from the hr case table um i think it's this one but let me double check if i duplicate this tab and look at hr cases is do i have the right table which are open this is oh sn hr core okay so we actually want this second one here and then we're just gonna set the filter as um hr case uh open is dynamically me and then we'll submit uh and it says we have an error here table selecting a data item record tables application oh you know what it's because i'm um i'm building in the wrong scope so maybe that's probably why so if i were to switch scopes maybe that will fix the issue so um let's switch to the scope that they want us to which is human resources core and i would assume that this probably didn't work because it's in the long scope yep so let's try this um hr cases core human resource okay so now if i open up my request filters and i've already set this uh and update this in the correct scope let's first set it to false way invalid table hr case application resource scope english is mobile uh it says the current application is current human resources mobile what is this one say okay there we go now we're in the right scope so if i set this to active and then click save will that fix the issue hr case table core open refresh okay so i'm in core click cancel uh foo uh am i reading this incorrectly so this this record is in the human resources mobile application but my scope is human resource core so i don't want to switch this to the human resources mobile scope yep right so i'm gonna do that okay and then i'm gonna refresh to make sure i'm like i'm good now if i set this to false and click save i then get an error that says this table is in the cumulative core um [Music] that doesn't make sense right okay so it just looks like this table is kind of finicky um so we can probably use another example uh so instead what if we want to bring in instance which isn't a request that's currently showing up right now um so let's let's do that instead just because uh we need to move on to the next exercise so on now mobile um let's say that one of my employees uh requirements was to also show incidents in my request table so i would just create a new filter i don't think there's any background business roles that would prevent me from being able to make an update to that table so this should kind of roll through smoothly so i'm going to look for open instance by this user it's going to pull from the instance table and the the open bias can be dynamically by me okay and then we'll submit although this is currently pointing to the wrong scope so i'm going to switch over to on the correct scope uh let's discard i think the correct scope would be catalog screens catalog screen's an app launcher okay so let's build it in the catalog screen map launcher let's create another one let me pull it from the instant table and open by is dynamic okay so now if i submit i should be able to refresh my request applet and should see those incidents there we go okay so i think there was just some uh business rule that i've got uh i'm not sure what's happening on the hr table um but just know that this can be applied for the constant remains the same um this can be applied for it for any table whether you're in the you know the customer service department or in the hr department this is kind of how you bring in new requests for now mobile okay um the next thing that i want to show is uh we want to show how do we then configure fields on this screen right so you have your cards on a list view and then you also have fields inside the details but because we're configuring the out of the box now mobile client um we're we can't use mobile studio okay right so we we've discussed in previous videos that you know out of the box now mobile you have to kind of use the platform ui and the backend tables if you want to configure anything um this is something that our internal teams are are working on and in upcoming releases the developer experience for now mobile will be easier over time but as of today we're kind of where we have to rely on using the platform ui and really understanding the mobile hierarchy and this is kind of where it's useful to really uh know our mobile hierarchy in order to navigate the platform you want so charlie can send a link in the chat to our mobile hierarchy video if you're interested in seeing a deep dive on the backing tables and how to make sense of them um but essentially to explain what's going on here is um each one of these different table records represents a different item stream and i would have to open up each item stream and go to the master item if i want to configure any fields on these cards or if i want to configure the fields in the form then i would have to do that on the embedded screen so let me go ahead and show you how to do that now and we'll use instant as an example so if i want to change a field on the instant card i would first start by opening up my now mobile apple launcher on the left hand app and then i know that this my request applet lives on the for me tab and the for me tab is is actually named the home page for apple launchers so we'll go and click into our home page app launcher and here in the body of my apple launcher you can see all the different ui sections that i have um i have a ui section for my request and on my ui section for my tds these two sections are currently set to false so that's why they're not showing up but here are the two sections and i know that my request applet lives in the my request ui section so we'll click into this [Music] um then we'll switch into the scope um and then here you can find my list screen here so there's a inside of this ui section there contains a destination screen and this is my my request list upload so we'll jump into that list applet here and it then takes me to my list screen and my list screen contains only one item stream segment at the moment if i had more than one segment then i would see those actual segments on my list similar to see to how you see uh segments on a form right each one of these represent a different segment but because there's only one if i look at my list output you're not actually seeing those segments because there's only one right it's hidden um and then so if i click into my item stream segment for my request this will show me all my different item streams um and these item streams uh are being populated by my request filter i had a request for incident uh that that was here somewhere open instance by me you also have a filter for uh requested items so and that's right here and i think these uh filters are currently set to to false and so they're not currently showing up um so if i want to configure the fields on my instant item stream i would go and click into that uh incident and then we'll jump into the master item and this represents my instant card and so if you watched our mobile hierarchy video you uh this explains all of that and how you would navigate each one of those tables but essentially on the master item you have your item view which controls the json of your card and you have to manually edit the json if you want to configure the fields on on each one of these cards and this is also something that our internal teams are working on improving in upcoming releases for now mobile but as of today this is the current developer experience if you want to modify the fields on your card so let's click into the item view here and if i do a control find and look for cell id i'm not sure what these universal request fields are but let's ignore those uh the only fields that i'm interested in are the fields that are currently showing up on my card for for my list applet right so on my list i have four fields one for in progress one for a number short description and then some sort of date field and i can see that here right so you have one for state one for number one for short description and then one for time ago um and let's say that i'm more interested in seeing the priority field as the first field on my card rather than a state field um and so let's go ahead and change this cell id from state to priority and then we'll go ahead and click save and now if i refresh my now mobile client you should be able to see those changes and there you go so now a change to um critical for all my instance uh because those are all p1 instance um and then charlie uh if you can send them the link to the ui style for product box uh if you're interested in figuring out how these colors and icons are showing up these are controlled by your your ui styles which can be found here i think there was already a ui style out of the box and so it applied it by default um [Music] okay so next what i want to show is you know how would you add additional fields in the detail screen which is on your form right so if we go back to our master item you would see here that there's actually an embedded screen and this embedded screen is your my request form so if i open up this form it'll show you your two form screen segments one for details which is here and then one segment for updates which is just an activity stream which they renamed updates uh what i'm interested in is adding the another field for uh state which i removed from the card and so i'm going to open up details and in the related list for screen fields i can actually add a new spring field here um sometimes you might not see it as bun because you're not in the correct scope so if i were to switch this to app screens and apple launcher you know that that button would disappear so you just gotta make sure you're in the correct scope so catalog screens and apple launcher and we're gonna add a new field for state so we'll click new um because the data item for this applet is currently pointing to the instant table already we just have to select our form field from that table so we'll pick state um we'll set an order of one so that it shows up on top and then we can leave everything else the same click submit so now if i refresh and i click into an instant i should see the state field but it's not showing up that's weird oh there it is i didn't refresh so now you can see the state is new but notice that this didn't change this won't change the fields on your uh rhythms if i open up this rhythm these have completely different fields and that's because it's controlled by that different item stream right so if i go back to apple launchers click into home page my request ui section my request applet the item stream segment here you would have to follow the exact same process to change your fields on the uh the rhythm item stream so you would go through the rhythm right go to the master item and if there's any fields you'd want to change on this item view then you can do it there or if you want to add an additional field on your details then you you would go to an embedded screen for your form okay uh and again uh if that was kind of confusing the mobile hierarchy definitely provides a lot of clarity and we walk through that process much slower so that you can kind of keep up okay so that that uh covers the first use case that we wanted to make sure that you know uh we want to align all the my requests for um for my employees you know if you had employees for hr and employees for for uh it it's just making sure that you know the requests that you already see on platform is also showing up on mobile and you can control that with the request filter okay so let's move on to our second example um and it's you know how do we align our service catalogs for both it and hr and at the moment if we take a look at our now mobile clients um i'm currently seeing just my it catalogs um i'm not seeing any of my hr catalogs like payroll and so forth so what do we need to check to make sure that they're rolling through properly and to start we're gonna first look up uh now mobile you're gonna realize that all the tables that you would need for now mobile is all here and when you search it up and we're gonna open up uh catalogs and here it's gonna take you to all your portal catalogs that you have on platform by default i have my both my it service catalog and hr catalogs it's going to be different depending on what your organization has um if there were any other catalogs that your your organization does have but it's not showing then i'll just have to create a new record here and the most important part is um to get it exposed on the now mobile client it's making sure that your catalog's being mapped to our mobile employee service portal or what we call mesp if it's not mapped uh here then it won't show up but by mapping it it's also taking all the web forms from your catalogs and automatically resizing them so that it best fits your end users mobile screens mesp will help build a hybrid mobile experience that will look it will kind of look and feel native and it will provide that end user a better end user experience okay so it seems like the only reason why hr catalogs aren't showing up is because active is currently set to false so let's go and set this trigger to true we'll make sure we're in the correct scope and then set this to active and if i update we'll then refresh our mobile client um but also let's also check you know if we dig into the hr catalog what are those categories that we should be expecting um if we scroll down to categories looks like we're expecting seven different categories for payroll hr systems right so now if i refresh my browse services i should be able to see those so now i see payroll hr systems and so forth okay so uh now i'm seeing both my catalogs for both of those departments uh but right now it looks like it's kind of randomly sorting itself and if you want to organize your catalogs a bit better we recently did an app academy on how you can sort those categories using a new property that was introduced in paris and charlie can share that link in the chat if you'd like to see a deep dive on it but with this new property we're now able to order our categories however we want uh maybe you want to see our hr catalogs at the bottom so and all your it ones on top so let's go ahead and set the order of these to [Music] um uh looks like i need to switch into the correct scope so let's just jump there let's set the order of this to um why does it not let me change the order uh record is in the human resources core application if i switch into the scope i should be able to change this uh that's interesting uh any idea foo on why i wouldn't be able to change the order on this security prevent shining to this field um oh you're you're an hr scope yeah but i mean if you can definitely set the order for your service catalogs here for rit catalogs uh i mean we did this on the last step maybe i'm just in the water once you go into the record oh right so if i go into the records oh no the i and bring the field over configure formula change to i think global scope just recommend global scopes okay so i guess we have to set the order here yeah so if i give this 100 and then click save i would expect this category for template management to go all the way to the bottom uh it's probably because there's no catalog items or maybe there is uh let's actually find one that we can see here so software will move software to the bottom um let's find the software category let's give this an order of 1000 click update uh refresh and there we go so software went down to the bottom there it is okay um and if you're wondering if there's any uh groups of catalogs that might not be showing on your browse services one place to check is that new properties window so i would first check uh if you look up catalog administration this is what we did on our last academy uh any go to properties um there is a filter for mobile and you can see that there's some catalogs uh catalog item classes that are now available in number so if i were to just delete all these um it would probably show me all my catalogs but this is also how you can control groups or classes of catalogs that you wouldn't want to show up on mobile okay um and something that we are introducing um in future releases is i want to point this out i've heard from the internal mobile teams that they are working on introducing parent categories so if you want a parent category that said you know uh one for it and then one for hr um before i actually showed you the different categories of things like peripherals payroll and so forth that is something that we're hoping to introduce uh in the next upcoming release but in the meantime this is what's possible as of today you're only able to order your different categories okay um so let me go and take a quick break food were there any uh major questions um there were a lot of questions a lot of questions there are a lot of questions um let's just let's answer one for now and then we'll move on for the rest of the labs we'll take the rest of them at then okay so i'm just gonna answer ask one um are there applet names and apple's header names uh for wait are are the applet names and apple header name uh for the applet always the same can it be configured so apple name and applet header um i i'm wondering if they're talking about like the like like my requests so that is uh i wanted to talk about the sections uh oh yes so i think the header is probably the ui section names and the apple name itself so um i think uh a good example of this would be i'm looking for like an icon section um you know what let's let's say that question because i will be creating an icon section later and i'll point out the differences on how you can control that better but there are some fields that will allow you to hide the the ui section name here um or if you had like an icon section name that was showing up you can also choose to hide that as well so you can control which one you'd want to show or you can show both um yeah but if you want to change your ui section name for my request i'll just go to the apple launcher right i would open up home page which is the for me tab and then i would open up the ui section for my request and this has been controlled by title um uh not sure why it's not letting me change the title just another finicky one um is it is it a scope no i think it's just grayed out uh that's weird they really not allow me to change my [Music] requests i guess a workaround would be to create a new ui section and just to insert the my request outlet again um that's kind of a funny workaround but uh that is something that could be done so what i'm talking about is if i switch into this correct scope um servicenow app screens and apple launchers yeah and i can insert a new row here right so we can call this we'll create a new section it's uh an item type we'll click create new oh you know what um i guess that was a good question because i think this title is just heard inheriting whatever the apple in him is so i bet you if i were to change the name of the applet which is my which is this right here the destination screen if i change this my request i'll click save and i would expect the title here to change uh did not so let's go back to the section and see quest i'm not sure what is where this is in hurry um that's weird let me think but if we were to create a new item section it doesn't give you a an opportunity to change title but if you were to select the request by me it then inherits the top so it looks like if you were to change the title it's not updating on the back end and i'm pretty sure that's actually not working as expected um but now if i click submit you would have a new title screen so i refresh oh whoops i forgot to click update yeah so now you have my requests by me awesome there's another question that's uh very similar to what you did last week was can we pick and choose categories to display on mobile uh the question was can we choose and pick what categories that we want to play for mobile yeah uh yes so uh charlie if you can actually send the link to the chat we actually did a deep dive on how you can configure that on the last mobile app academy um just for the sake of time i'm going to move on to the the next couple of configurations uh but that should be able to answer your question if you just check out that video okay all right so moving on to the third use case is just aligning or kb's there's one thing that i want to point out um but what we did what we did for service catalogs is going to be very similar to what we do for our knowledge bases um if we take a look at our now mobile client i'm currently only seeing my it uh kbs um so that would indicate to me you know if i'm also expecting hr kvs to roll through i would first go to down mobile on my instance and make sure that they're mapped properly right so if you have various different knowledge bases across the organization just make sure that they're currently mapped to the mesp portal i'm seeing that this trigger is currently set to false so i just have to set this to true um go into the correct scope set to active and then i should expect to see my hr kbs and now i see a new category for hr and some kbs in here okay um the one thing the limitation that i do want to mention here is um unfortunately there's no way to organize your kbs as of today uh although you could reorder your service catalogs with that new properties window it didn't take into consideration for knowledge bases uh but the internal and now mobile team is aware about this and they're currently working on it uh and the introduction of those parent level categories in the future should be able to help you differentiate your kbs between different departments um but in the meantime it will just expose all the kbs that you have access to and it doesn't really have to be about to be a bad thing either though right if you're just trying to build a consolidated employee self-service experience employees shouldn't have to determine whether the kbs live in i.t or if it lives in hr you might actually be just creating a more fragmented and frustrating experience for those end employees at the end of the day they're just looking for some kbs to find information about something um and they really shouldn't be spending minutes just to figure out where that kb lives right um okay uh so the last thing i want to show you today is how we can migrate additional use cases from our portal experiences um there might be things on your it portal today um that the out of the box now mobile client doesn't cover or maybe something from hr portal so it's really figuring out what those major use cases uh that are important on mobile and exposing them so let's first take a look at our employee service center again for example and you know you can imagine this to be any portal for any different department um but here you can see that this employee portal has knowledge it has catalogs it has my to-do's requests cart and pretty much all the things that you already find on the now mobile client uh out of the box fit uh but there might be some custom widgets that you built that are extremely important to your end users that you might want to expose um and we'll use this org chart for example um and [Music] uh if we click into this it will take us to a widget that shows you your current organization chart um and if you watch our mobile app academy on building native versus web which charlie can share the link in the chat um you've learned that there's definitely ways to expose this on your native clients but it might not be the most ideal experience on mobile um you know if we don't have any native templates to support it today but sometimes customers might have widgets with lots of custom scripts that aren't supported but they still want to show it on mobile so what would that look like if we did it anyways so uh for this example what we're gonna do is we're gonna put this my org chart widget on the for me tab as a vertical icon section and it's gonna show up on the very top for apple launcher and to do this first we're going to create a url applet um and since now mobile you can't configure it using mobile studio we'll have to do this on the nonplatform ui so on the left hand nav of our instance we're going to first create a new applet with the type of url so let's look up applet and we're going to create a new one and the screen type is going to be browser screen so in studio you would see this as a url applet type but on the back end in platform ui it's named browser screen um so we're going to select that and click ok let's name this my org chart we'll give it an icon i'm going to use a pre-existing one on my instance that's called my team user and for the url we're going to copy and paste the url of this widget here that we see on our employee service center um this is something that we want to expose on mobile so we're going to copy and paste the url of this wizard here but a useful tip that i want to mention here is anytime you're configuring url applets and it's pointing to a service portal page you might want to actually consider pointing it to the mobile employee service portal um so that your web response page is rendered in the best format possible for a mobile screen it's going to look and feel native so your end users aren't pinching and zooming just to see the information that they need so to do that in the relative url all we have to do is change this esc employee service center to mesp and if i were to go to this page you can see that it's resizing it and formatting it so it best fits on your mobile screen so let's actually copy and paste this your url instead and we'll put it in our url field and then click submit so that's our url applet now we just have to put it on our apple launcher so on the left hand of our instance let's open up apple launchers and we want to put it here right and we're going to put it at the very top of the for me tab so we're going to open up home page apple launcher and we're going to create a new ui section i'm going to create a ui section of icon type we'll give this a name we'll call this my org chart we'll select the uh url applet that we just created which is my org and this is going to be a vertical icon section we don't want to display the feed count since there's only one output anytime you're configuring url outputs the vcount doesn't really matter and then we'll click submit so now if i save this apple launcher and refresh our uh mobile screen we should now see our our chart so if i open this up since this is you know uh a web page you know it's not loading it in the fastest way possible but you know if this is something that you must have on mobile this is a workaround to expose it right and i can still interact with all the things that are on this widget right um and it looks and feel native might not have like the the most ideal viewing experiences right so this is like kind of bunched up um but you know this this is kind of something that you can do if necessary and you can see that some of these buttons are still native too right if i wanted to email david liu it would still take me to my email box or if i wanted to call with this call button that's something that is native as well okay so that pretty much wraps up everything that i want to cover for today um to building a consolidated employee self-service experience from now mobile any questions are there any questions that we want to highlight um i mean there are quite a bit to highlight um one is um here's an example can servicenow integrate with uh success factor so that they can port org charts and employee in from from a success factor um so basically um you have an external data that sits uh somewhere else so typically how it's done is that a mobile application can only query a table on your instance right and if you have data that's external um the best way to do it is to use a remote table now remote table is something it's not it's not new but i think it came out in new york i think and it allows you to dynamically generate a table where um you can you can create a script and you can fetch data uh outside of your instance and pull it in and um and then then it becomes local to mobile and then mobile can use a data item to query that so look up remote tables we have examples on how to do that but you can pull any data from anywhere um but yeah i think i think there's a lot of questions um but uh i think we've tried to answer as best as we can uh i don't think we just have time to answer all right now uh were there any other questions that we can uh that are unanswered so far we have a few more minutes that we kind of go through um sure um let's go through a couple more if we can okay can can we edit the list view for catalog categories and catalog items to represent fields as needed can we configure the can we edit the list field of view uh so basically we have catalogs catalog items and they want to edit the list view so you know how you have browse services i'm thinking uh they want to be able to edit those services uh catalog items and categories oh these so basically these fields are here yes right here okay yeah so it's not kind of the same concept of how we went to the master line right so this is just a master item of of um this is a list screen right this is a list applet and this list output contains a master item and this master item belongs to the brow services applet so i would just go there right so this belongs in services apple launcher in the services app launcher you want to open up the browse services ui section which contains your browse services list applet right and we just keep going through the same uh process of what we showed earlier go into the item stream segment go into the item stream and into the master item and here you would just go into your item view oh and there's a read-only protection policy um [Music] if there's a protection policy that's that is difficult okay so i think the best route here then is to go through our idea portal and i don't know why they would put a protection policy here but we should give customers the ability to configure these fields if you wanted to but right now i think the only way is if you open up a ticket with support they would have like mate access which would allow them to configure those fields for you but since there's only there's a read-only protection policy it currently won't allow you to do that that's great okay so we have another question uh can okay can only public kb articles be shown on the app the public the public ones are for end users and kb for role uh itil are for it support staff currently we have all kb articles shown up on the app can it be restricted as needed that would be a great enhancement that that should be submitted through our ideal portal i'm not aware of a filter that allows you to do that for mobile day but um there is probably something that you could do to make that work um but it might take some work to get it to happen so i think the best approach is right now just to make sure that you open up that um submit your idea on the idea portal and or and we can kind of look into it more for for the next release yeah i think like the other thing you should look at is um because kbs have uh are displayed based on roles and currently when you go to um like the asian app by default it allows you for uh itil so if you want to make it um public you would probably have to modify uh the the roles it's all about the roles right so if you if you remove the if you add the it uh role in your kb then it would show up it's not quite that simple to you though because there there's a lot of protection policies that the hr team or the csm team put on the kb applet and so you're not even able to touch some of those things oh i see so i think they're only the only route is to go through the i do idea portal okay good to know um see is there is users i don't know what this is uh i i'm not sure what this uh chat is um is user citizen honored and now mobile user citizen is that like a role um i'm not exactly sure not sure uh if we want to unmute them let's uh we'll stay on for another couple minutes and then for any other question that we couldn't get to you know make sure to check out our mobile community site or continue asking some of those questions and we'll definitely try to follow up uh where we can okay um if that person that asked that question around the user citizen uh let's try to unmute them and see if they're still here sure and the we'll take this as the last question before we move on to closing and we'll try to answer as many mobile community after hi there hi hey how's it going yeah sorry it's uh it's my dyslexia i meant to say use a criterion so whether it be for a um category whether it be for an item whether it be for a knowledge i article is user criterion honored within the mobile app so that would be applied by the roles but so roles you can apply at apple levels um and for actions and functions but since a lot of this stuff was built on web screens it makes it a bit trickier to kind of control those roles um so for example you have a category that is restricted by a role um but you've used your criteria use of criterion to do that would that category show up regardless you know what can you possibly post that question on the mobile communities community's community yeah i'm gonna follow up with uh with that internal team to make sure we get the the right answer for that yeah uh i i don't know the answer off the top of my head yeah no problem that's cool um okay um all right so we are a little past time so um we're let's go and close out for today so thank you everyone for joining us today um i hope you found this session informative and helpful uh if you do have any further questions definitely reach out and ask for a mobile community site or you can keep keep asking us any questions uh and you'll also find our extensive list of self-amendment resources as well as our passport academies there as well so make sure to subscribe to your mobile community forums because that's our main channel of communication for all news announcements and updates and a reminder is uh we do have knowledge 2021 that would be taking place in two weeks and so we'll be taking a break from mobile academy but until then please continue following our mobile community site for the latest dates and information thank you everyone for joining and we'll see you next time