my name is david haw and i'm an outbound product manager here at servicenow so for today's webinar we'll be covering a quick overview of our mobile platform's offering as of quebec and we'll do a deep dive on some of the feature highlights as well with all that said let's go ahead and get started so we've come a long way since our transition to the new mobile apps starting in madrid about a couple years ago and in case you aren't familiar we had a legacy app called the servicenow mobile classic app which is on the version being dedicated and you could think of it really as an extension of the desktop experience although it could solve some of the things that you need to do on a phone like updating a record or creating a new internet it didn't really provide the employee and agent a great end user experience but with mobile you know to really keep your employees and agents engaged and retained you really need to build a personalized app experience so that your end users can get the best possible experience done on the phone at any given point in time and so over the past few releases we really focus on how we can build a mobile platform that can provide consumer grade mobile experiences for the end user how can we build beautiful engaging and easy to use interfaces that offers a modern ux and a clean task oriented focus and as a result our mobile apps they're providing a self-service to the enterprises so that those end users would actually want to use our mobile apps from a day to day and so when we talk about our mobile platform we're really talking about three core things first you have the mobile clients servicenow agent now mobile and mobile onboarding and these clients they're just empty containers until you've downloaded one of our out-of-the-box workflows right so on the second layer you have all the different mobile workflows that are available to use out of the box such as field service agent itsm agent safework place for now mobile and so much more and we'll cover that in just a bit but these mob workflows they're ready uh they're ready to use and it can be deployed immediately if it covers all the things that your end users need um or if there's some custom work that needs to be done you can then leverage your mobile platform's developer tools capabilities and components to tweak some of those workflows to your liking and this is actually typically where majority of our new features will live in that third layer there it's the mobile capabilities that we're injecting to create better consumer grade experiences and the developer tools that we're giving to your admins and developers so it's easier for them to build those experiences so let's keep that in mind as we kind of go through our overview for today and let's go ahead and start off with our mobile clients that are available as of quebec so i'm sure that many of you are already familiar but we're currently offering three mobile clients that are available in the public app stores on ios and google play store you have the servicenow agent client which is built for the fulfiller you have the now mobile client which is built for the general employee and then you have onboarding which is built to onboard new hires but besides the servicenow mobile clients that we have in the public app stores we also provide public man wrap clients for microsoft intune and blackberry dynamics these are common mem services that help customers manage their service down mobile apps as well as being able to apply security control policies that their organizations may require but beyond those public mobile clients and the mem specific clients the mobile platform also offers a premium license developer tool for mobile publishing um and this makes it easy for customers to be able to submit requests to build a completely custom and branded mobile client you know we also allow customers to embed your ndm or mam sdks with it and you know this mobile publishing experience it automatically handles the distribution process for the customer in regards to the apple business manager for ios if you have an android users we typically just give you the apk file and then you can distribute it however you like um and you know within this whole process the custom adult mobile apps they're they automatically also get security updates as well as updates for new features when they get released so those are all the mobile clients that are available as of quebec if you're looking to learn more about mobile publisher we actually have a mobile publishing webinar webinar that we're hosting um and charlie steiner can actually send that link in the chat if you're interested in learning more so make sure to look out for that and you can register and get the latest information around mobile publisher in combat but again our mobile clients they're just empty containers unless you're using one of our out-of-the-box mobile workflows one of the things i want to emphasize here is how customers can use our mobile clients out of the blocks without any configuration needed we've worked across different business units to come up with these great pre-built experiences that customers can ploy without any additional work for mobile you just need to install the plugin on your instance uh the now mobile plugin for example and immediately your employees will be able to self-service their to-do's catalog items services manage approvals or maybe even look through kb articles but on the other hand you know if your allo block solution doesn't meet your uh end users requirements or maybe there's a few things that you want to tweak then you can use our no code uh no local development tools on the now platform to modify those workflows and that will really save you time on your development effort for example you can leverage the out of the box workflow for safeworkplace and you can use it exactly how we built it or you can tweak it to meet your needs such as modifying the fields creating new actions or even changing how your mobile apps landing page will look and feel like and to customize those mobile workflows or maybe even build new ones you'll primarily be using our developer tools called mobile studio as well as the now platform ui and to put it simply these tools they'll provide you with the pre-built templates that you need to quickly create or customize mobile workflows so that you can define your data and then configure visualizations for those end users um and you know when i mentioned the out of the box now mobile plugin earlier uh what i was referring to are actually these three bundled up plugins that you see in this box so those would enable your request service catalogs and knowledge as well as assets immediately out of the box and you know without downloading the now mobile plug-in your now mobile client just wouldn't have any data in it so it wouldn't work um with all that said here's all the other out-of-the-box mobile workflows that are available as a quebec so many of these i'm sure you're already familiar with if you want to learn about any one of these in detail you have the product docs which you can learn more about but just to highlight some of the new updates um some of the new stuff on the servicenow agent client you have itbm's project status report um that's been updated um and then you also have itsm mobile agent that was updated and then on the now mobile client side you have the itvm mobile timesheets that was updated to take advantage of some of the more native capabilities as well as itsm walk-up experience a major call that i want to point out here is you're going to start seeing a new pattern with some of these out-of-the-box workflows they're no longer restricted to updating only on family releases right new york orlando paris quebec and so forth since many of these mobile workflows are already being released through the server sound store these updates are actually taking place much more frequently and sometimes even on a monthly basis so it's actually pretty crucial that you stay up to date on some of these same changes uh which you can learn more about on the product docs but we'll also use these type of webinars to share these updates as we see them as well which you can stay up to date by following our mobile community site so make sure to bookmark that mobile community site and uh so you get the latest information okay so that covers all the out of the box workflows that we've updated in quebec as well as some of the pre-existing ones um that you can see here next let's start moving into our core release features all the mobile components developer tools and capabilities that are new in quebec so as we move into quebec there's gonna be some more exciting features that we'll be covering and to really bundle up quebec's release and to summarize it we can really break it down into three central themes and it really boils down to the following first we're still heavily investing and improving our consumer grade ux over time by introducing new features like ai search the capability to have native timesheets and even having the components to be to build native surveys second we're focused on building out specialized experiences for different personas and in quebec specifically for the agent persona and we're really looking into ways to enable them to be more productive and make it easier for them to work on their mobile device and then third we're improving the overall admin and citizen developer persona by investing in the tools and enhancing our developer tools such as mobile studio so that it can be easier and faster to build your mobile apps on the mobile platform and without having to write any code whatsoever okay and to start with the developer side here's all the new features to improve our developer persona in quebec first you have the mobile card builder you also have card actions which are two completely new developer tools you also have action completion enhancements mobile ui roles new parameter screens which will give developers a bit more flexibility on some of the things that they can control inside of mobile studio and then you also have metadata refresh user impersonation and debug mode and those will actually make it easier for your developers and admins to test the workflows as they build them out so let's go ahead and start digging into some of these starting with mobile card builder so prior to quebec being able to create custom card patterns for your list applets was extremely painful because you had to manually edit the json on the back end and it's quite a time consuming process and it actually requires you to know and learn json right and so quebec we introduced mobile card builder which is our new point-and-click tool which will allow you to customize the templates and cards much easier uh without having to touch the json at all and uh you're gonna be able to use it anytime you create a new applet it also allows real-time previewing while you edit so you know exactly how it's going to look on your mobile app and an important thing here to note starting quebec is you're going to have to start using mobile card builder as soon as you open up mobile studio um this is going to be a downloadable plugin from the servicenow store so when you create new applets inside of studio now you won't just select our pre-built patterns and and select the fields that you want you'll first jump into mobile card builder and then configure how you want that template to look and you can move things around and kind of uh change up the pattern uh depending on how you want it to look and if you're looking for more hands-on experience with this we do have a lab for knowledge this year called building cards and templates with mobile card builder lab 2008 and if you're looking to learn more about that charlie will post a link to knowledge which you can register for that lab and if you don't get a chance to register during knowledge this will also be available on now learning as an on-demand course so you can definitely check that out as well and this will all take place in may i think it'll roll out to um now learning sometime uh in june and then we'll also post updates on mobile community as well so you get the latest information on that next we have card actions so this is a very common request that we hear from customers being able to execute actions at the top of the button but really the only way to do that today is with a swipe or tapping on one of our top menu actions which both are a bit difficult to discover and there's a bit more of a longer time to action right um and so we introduced card actions which will allow you to put actual buttons on top of your of the cards themselves and these buttons are fully customizable they can either be an icon such as a check mark for improve or an x for a reject or it could just be a simple text label such as add to cart or add comment and these card actions can easily be configurable inside a mobile card folder as well parameter screens so this is a new feature in quebec that will allow admins to configure how users input data it replaces the old concept of ui parameters and item parameters in studio with a new a newer look and feel that will be able to support more use cases such as being able to build native surveys or being able to support date time fields at attachment and so much more um mobile ui rules so we introduced a new concept called mobile uri rules which is also planning to replace ui styles as well as ui policies sometimes in some time in the upcoming releases but with this first initial release ui rules will allow you to do all the things that you can do with ui policies today um things like set field to hide and show make them mandatory or make fields read only and you can also with ui rules you can also control things that you do on your ui styles as well like applying ui styles to ui elements um but what's really important with this feature is it's actually setting us in the right direction to support additional use cases such as field value calculations um and although this can't support any client script and use cases as of today in quebec it is something that we're looking to incorporate in the future and so with your feedback on the idea portal we're looking to uh how we can prioritize some of the major client scripting use cases in the future so you know if you have any major client scripting use cases please feel free free to share with us on the mobile community idea portal and then our internal teams will be able to have further discussions on this okay and then you have metadata refresh so this is a feature that was highly requested by customers um you know it was something that was quite painful for customers anytime the admin wanted to configure something on their client you know end users would sometimes have to log out and log back in to refresh their mobile app a common example of this is anytime you want to add a new navigation tab or configure a new push notification both of those configurations would actually require the end user to log out and then log back in just to refresh their apps but of course that's something that's quite difficult to communicate out especially when you're dealing with figuring how to roll out those changes across your enterprise and so we released metadata refresh in quebec so that end users would be able to capture the latest changes on their apps simply by swiping down on their apps and launchers so this change is something that should already be intuitive to and easier similar to how people are already swiping down on home pages on some of their favorite consumer apps like facebook or twitter to reload their feed it's going to be a similar behavior that you'll see on the service now uh mobile clients as well and so hopefully it's a behavior that users should already be familiar with okay impersonate user so this was also uh one of the most requested features on our mobile idea portal as well with over 200 upvotes so we knew that this is something that we had to prioritize but prior to quebec admins would actually have to log out and then log back in with different user credentials to be able to test different roles in access privileges but with user impersonation we made it easy for admins to be able to impersonate any user to test their roles and permissions without having without having to you know log out and log back in and so it ends up saving the admin or developer a whole lot of time and so that pretty much wraps up some of the new features and enhancements we made for the developer let's move on to the agent persona so here are some of the new and exciting features we've we've introduced to optimize uh the fulfiller starting with uh seamless deep linking so in new york we introduced deep linking but it was a very limited experience in which you can only deep link into our server style mobile clients which means you know if i click a link in an email or a slack somewhere it can open up one of our servers now mobile clients and it'll take you directly to a list screen or a form screen but if i wanted to deep link to any other third-party enterprise client that wasn't really possible until quebec so if there's an enterprise mobile app that supports deep linking such as slack or zoom or microsoft teams you're actually now able to take users from our client directly to that third-party app at the top of a button and we're also supporting a passing of parameters so for example if you wanted to pass the incident record from your servicenow agent client as well as the short description of that from agent to the microsoft teams app that's totally something that's possible in quebec the main limitation here to know about is on the receiving end so if microsoft teams supports deep linking and it supports passing parameters then it's something that our clients will be able to deploy into so customers do need to research or investigate on the third-party client side to see if there's deep looking support but of course on our product docs we'll definitely share out what are those common enterprise apps that you can deep look into um next you have activity stream 2.0 so we've revamped our activity stream ui and the latest client updates from from the public app source so if you've updated your client recently from appsource you should actually already see this updated feature um the main change here is we've removed the floating action button and we've replaced it with an actionable bar so there's now less taps to be able to add a comment or an attachment and the experience now is going to be very similar in both ios and android it's no longer going to have two different uis which made it confusing for customers to implement um but we've also introduced the ability to do app mentions something that could be done on the platform but what we weren't able to do on mobile before uh but when you do app mentions we'll also send a notification to the end user um that's mentioned in the activity stream so agents can be on top of their alerts um two things to note here if you're you will need to configure a push notification to get admissions working so it's gonna be a similar experience to the platform today um and then the second thing i want to mention here is at mentions is only supported on quebec instances and beyond um although you might be on like a orlando or paris release you might see the updated activity stream but if you want admission support that's going to be for quebec and beyond okay next is something we're calling saved views or or more commonly known to some of our old classic mobile users is favorites um essentially this is a new feature in quebec that will allow end users to bookmark any screen that they want to list their uh to view their favorite list of favorites so that they can quickly access it later and then save views you can also save your filters that's being applied to some of the screens so if there's any specifics filters that the end user is frequently looking at that's something that they can bookmark and pull up quickly next time uh your saved views it can also be sorted by last view last saved and you can also sort it by alphabetically as well and then you can also use it in offline mode as well but an important thing to note here is um customers who already have favorites on their desktop platform ui or maybe they have some favorites on their classic mobile client so those favorites they're not automatically going to migrate over to your new mobile apps saved views is a completely new feature that was built specifically for the new mobile apps and so end users should not expect to log in and already have their favorites saved right they're gonna have to create new ones on our new mobile clients another call out here is save views will initially work out of the box only for the servicenow agent client in quebec as that was one of the primarily primary use cases used as favorites in classic but we'll continue to evolve it and we'll have better support for now mobile than future releases okay incremental offline so you know we rank route we remain committed to building a world-class experience for fulfillers and a consistent theme if you've been following us since our first release of the mobile platform is that with every release we continue to add to our offline capabilities based on our customers needs especially in the areas of field service management and so quebec we're actually furthering our offline capabilities with some of the following so first you have a more seamless offline experience where data and cache is downloading in the background and you'll actually have system properties in which you'll be able to control the frequency on how that gets downloaded um this means that the end user won't constantly have to remember to manually download their offline cache anymore and so their device is always kept up to date and it will be ready to enter offline mode at any given point in time and so this will enable that fulfiller to seemingly seamlessly transition into offline mode even if the you know even if the internet connection were to be cut off abruptly and so they'll be able to jump into offline without having some worry about manually downloading that cache okay so that's incremental offline um field service questionnaires so this is a feature that's available out of the box for our field service mobile customers so instead of pulling up web screens the field service mobile team built an interactive and native slurry flow that uses the new parameter screen capability in quebec for other workflows that leverage the surveys i see those teams uh they'll be picking up this feature in upcoming releases but until then you know if you have any additional native survey use cases that are needed we would recommend that you open up an idea in the ideal portal uh and then our internal teams will have further discussions on those as well native mold knowledge uh so with native kbs we're now supporting rich formatting and media so that kbs are much easier to interact with you can now watch the videos add comments to gabeys or even rate the articles if you want with the tap of a button um and then kb's also are supported in offline as well that was something that wasn't supported prior um so if an agent had to enter a remote site without any internet connectivity they'll still have access to their tv articles um also something to point out here is a native mobile kbs they're built out of the box on the field service mobile app for the servicenow asian client right so that's the service mobile plug-in um but uh for any other workflow at the moment they haven't quite taken up the native mobile kb's quite yet but it is something that you can configure yourself and it's documented on product docs but similar to field service questionnaires uh it's likely other other mobile teams will adopt this new feature in upcoming releases and if you have any specific native kb use cases that you'd want to see an out of the box experience then please share through the idea portal okay so now moving into the features and enhancements for the employee persona um starting with ai search so some of you may know we've acquired a company called a tibia i think a year back and it's a cognitive search platform and we've integrated with them to deliver a consumer grade search experience from search to resolve and what we mean by that is and users end users they'll now be able to ask a question and get an answer on the nav platform and it'll filter out all the irrelevant details and return the most important information that you'd want through your search queries and it's going to be much faster and smarter before mobile was just doing a keyword search that was powered by xing which is our old technology for search and it was likely just pulling up every document based on that keyword but with the attivio integration we're creating more of a human-like search experience that's powered by nlu and so your search experience is going to be improved by delivering relevant and personalized results to each and every one of those end users and they'll also be able to act directly on that search window result so you know you'll be able to tap a button to email someone if you were to look up a person or you know request an item if you were to look up some sort of asset okay um we're also injecting it with auto completion and auto correction as well and i do want to call out that this experience is going to be limited to the now mobile client only as a quebec and you'll only have access to three search sources which is people services and articles but we are looking to expanding that in future releases so maybe sometime in the future we'll be able to support ai search on servicenow agent client and you'll be able to create your own custom tables in future releases uh the last thing i do want to know about ai search is this is actually our first step in alani mobile with uh service portal so on portal it's gonna be a one-stop shop where if you configure ai search it will work for both portal and not mobile so you want to configure it twice um as two different experiences okay mobile timesheets so this is an out of the box experience that's available for the itfm customer on now mobile um and this is an experience for employees to to be able to easily log in time by creating new timesheets or a copy from previous ones and for the manager persona you'll be able to review those timesheets as well as edit approve or reject them and to clarify we didn't create a new template on mobile studio called mobile timesheets but rather this is an out-of-the-box workflow that our internal teams built from scratch and it's available to download as a plugin if there's any additional use cases or enhancements that you'd like to timesheets we'd recommend that you share it through ideaportal on mobile community okay um i will skip dynamic segment form just to cover it here instead but so these are a bunch of other minor features and enhancements that we rolled out into quebec um many of these are for the developer and admin so you have action completion enhancements which will allow admins to control how users get redirected upon the creation of a new record you have empty state handling which is uh which are configurable message screens for end users when there's no data or records to show you also have hide to all which is it will allow you to remove the cl button on the item ui section you also have a make a copy feature which is available in mobile studio it'll actually save the developer a whole lot of time if you have to create a lot of similar outputs it'll allow you to create duplicate records of different mobile components such as a list applet and it won't just create an empty um shell of the list output it will actually copy the data item as well as the function that live inside of the apple as well so that's quite useful there's also debug mode which is a debug drawer that admins can use to monitor their app performance you also have siri shortcut enhancements which we are now supporting open virtual agent shortcut on the servicenow agent client and go back so i think we've had questions before you know are we supporting any serious shortcuts on the servicenow asian client right now we're only supporting one of them uh one of them which is open virtual asia i think on the other on the non-mobile client side you also have shortcuts to open up your requests um and catalog items and things like that but those things don't apply out of the box to servicenow agent client and so we only brought in the virtual asian shortcut okay and then we also made some mobile studio enhancements a major one to remember here is that you know mobile studio is now going to require you to install the mobile card builder plugin in quebec and it's the new way to build applets and it has a completely new interface and again we have a k21 lab that's coming in the next month that will kind of walk you through some of that guidance and best practices okay and then lastly we have the dynamic setting form and this was just a minor feature that was leveraged by the itvm team to create their native timesheets um this is the main use case for that feature at this time but we're looking into expanding upon it in the future if there's anything that you want to learn more about we'd recommend checking out the product docs for quebec features which charlie please go ahead and share that link in the chat as well and that wraps up our quebec overview for all of our clients workflows and developer tools as well as mobile components that are available as of today