good morning everyone and welcome to mobile app academy this is our live building series where we show you how to build and configure mobile apps on the now platform my name is david haw and i'm an outbound product manager here at servicenow and i'll be your host for today's session i also will have ian keener here today from the mobile team will join us in just a few but he's also going to be representing the mobile team at servicenow as well and we want to give a warm welcome to everyone joining us here live today if you are joining us for the first time welcome to our mobile app academy our product experts are here to provide guidance best practices and answer any questions that come up along the way and we host these app academies every two weeks at 10 a.m pacific uh and all the recordings will be posted to youtube on the servicenow now community channel i just want to point out a few resources that we do have available if you're new to mobile we recommend that you check out some of our self-amendment resources such as our mobile guidebooks and white papers that you can find on our mobile community site but we do also have a plethora of other resources such as labs and mobile training on the now learning site as well as our playlist to all the previous app academies where you can find sessions like getting started with mobile agent jump starting your configurations with now mobile as well as 30 other academies but also if you do like sessions like these our servicenow teams also do host academies for hr service delivery platform foundation virtual um platform analytics virtual agent and many others but you can find these in their respective community forums if you navigate to their form tabs but with all of that said let's get started with today's topic we're going to show you how you can configure your mobile alerts to pop up anytime your agents are working on tasks that might require special attention so they'll make sure to read any additional notes or information before starting their work okay and just to quickly review for today's schedule this will be about a one hour session we'll start it off with a quick 10 minute overview on what mobile alerts are and why it's important and then we'll jump into a 30 minute exercise in which we'll show you the step by step on how to configure this workflow um and then we'll open up to some q a at the end but with all that said let's dive into a quick overview so mobile alert handling um this this is a feature that we released in rome that allows your admins to configure a mobile alert that can be applied to any record screen that you want so you know commonly this might be used anytime that you want to call attention to your agent that when that person is working on task that that task needs to be handled with care right and that you're making sure that the agent has all the information that they need before they jump in and start the task so let me show you what a mobile alert looks like really fast let me share another screen here okay so you should be able to see my screen now i'm going to jump into the out of the box field service mobile app um and this feature is going to be available if you update your field service mobile plug-in to rom this is going to be available for roman beyond right so if i check out all the critical tasks that are assigned to my my agent that's currently logged in i'll go ahead and tap on to see all my critical tasks right now out of the box the field service team has has built out any time that a work order test has special handing notes right if there's any tasks that has one the mobile alerts will pop up and i do know that there is an alert for 1092 so we'll tap on this and you'll notice that immediately a pop-up module pops up and it says this task has special handy notes please read these notes before proceeding so all this text can be you know configured there's a that agent can either close out on that note but if you close out on it and that person doesn't actually look into what that message says you'll notice that there's a red indicator that um there's a an alert that needs to be read so that agent can go back in and tap on it um it will take you uh it will navigate you to a list or a record screen this is currently a list screen if that agent taps on this then you'll get additional details right and of course this is also configurable i think this is using the platform special handling notes so this is very specific to um field service agent workflows right um also another thing um if they were to leave their app you know and go back into their task um that mobile alert will always pop up so this is just a reminder that the agent needs um that you know they have to make sure they're proceeding with what the message tells them before they work on it okay uh but again this this comes out of the box for work uh for field service mobile um i do want to show you how you can take advantage of this workflow and any uh you know table or workflow this can be applied to anything so i'll actually show you how to build one from scratch okay um let me share one more slide before we jump into our exercise um so today what we're going to do is we're going to configure an alert that will notify our technicians that anytime they open up a task that is associated with a specific company that alert will pop up and then let them know that there's specific hours that the agent has to work on site and this will make sure that the agent is compliant with our you know their customers request and making sure they're only working during the times that are permitted on site okay um to configure this there are four steps first we will need to create a record screen for a mo our mobile alert so this is the screen that will um that when the agent taps on view or clicks on that alert it will either take them to a list or or a record screen right the second part is creating that navigation function so that you can navigate to the screen um and then third is there's this new table that you create a record on it's called a mobile alert that mobile alert is basically that pop-up module in which you can control the title and the short description and then lastly we'll just associate this mobile alert to whatever um uh list screen that we want uh and but we'll apply this to our work order task screen okay so let's go ahead and jump in and get started we're gonna first start off by creating a record screen for our mobile alert so let me do a new share here there we go okay so let me zoom in just a little bit okay um and the first thing we're gonna do is we're gonna jump into mobile app builder and build um a record screen that we can navigate to for our mobile alert um what i mean by that is um when i tap into this mobiler and the agent taps on view this navigates them somewhere the field service team navigated them to the list i don't even want to see the screen this is an extra tap that the agent needs to take i just wanted them to take them directly to this record screen okay so let's build that out now let's build out mobile app builder um we're gonna leverage the out-of-the-box field service mobile scope okay and then we're gonna tap on screens and then create a new um record screen okay and then we'll call this uh you know mobile alerts now let's call this something more specific let's call this um uh let's just call it mobile alerts record screen and then i'll give it a specific naming so that i can find it easier later and then we'll scroll down here um we have to build this from scratch right so we're gonna have to build a new card um we'll also have to select an icon i'll just use one out of the box for field service let's use this wrench icon here okay and anytime you're building a new screen i would recommend trying to save as often as possible i can't save yet because it requires me to create a card first so let's create a new one and then we are going to name this um mobile alert view config and then it's going to ask us to create a new card template again this is if you're unfamiliar with building a new card and template this is an academy that we have walked through uh previously so just make sure to check out that youtube playlist if you want to learn more okay i'm just going to speed on through here let's call this mobile alert card template and then we'll save once we save we can now jump into mobile card builder to configure how this template and card will look like i'm going to build a very simple template in which i just want to display two fields those two fields are it's going to show the short description uh of my work order task and then the second field is going to show me my description which will give them more details on when that agent should be accessing or completing that task on site okay so um as with any template uh we need a container and within that container we can add a text component and then we'll just do that one more time right below it and now we have our super simple template of course i can change like the margins will not to make sure it looks better but we'll just stick with this simple one for now so let's go and save this and then we can exit mobile card builder so i've only created the template so far let's go back into a cart and then define the fields that we want on that template so we'll now jump we we're now in our mobile cart so let's open this up in card builder and then for the two uh text elements let's define our fields so notice that i can't click on anything from that fields and the reason for that is because i didn't define the table on my mobile builder so let's go back here and say that we want to pull fields from the work order task table and then we'll save i think i have to close card builder in order to get a refresh i don't think there's like an automatic refresher so let's just open that up again yep so there it is so now let's go ahead and map the first field to show short description and then the second will show long description okay and then we'll save and of course since we're configuring like the mobile alerts um message right like this could be any field any table that you want i just so happen to be using the work order test table because it's faster but just know that you can use anything that you want here so let's go and save this so now we have our record screen for our mobile alerts right um our second step is to create a navigation that we can go to that screen that we just created so let's go back into home and create a navigation function okay so we'll click on functions and create new um and this will be navigate to you know our mobile alerts um the type will be action item because um you know it's uh sorry it's going to be navigation sorry and the context is gonna be record um because uh this will require context in order to navigate to the specific screen that we want right which is a record screen um and then for table we're going to select work order task and then i can't save until i create a destination screen um but we just created one for record screen so we're going to select that one in which i called mobile alerts record screen here we go and then i think we should be able to save now okay perfect um so if i were to navigate to this record screen this record screen needs some sort of context like how does it know you know to navigate from this specific record into the record screen for 1092 right and so in order to pass over on that context we need to use this redirection destination fields table if i were to create a new one here you'll notice that it's going to ask for a destination ui parameter right i can't choose one yet because i haven't created any ui parameters yet so i'm going to delete this and i'm gonna go back into my record screen and i'm going to scroll down to ui sections or ui parameters sorry we're going to pass a ui parameter we'll create new here and we'll just call this you know pass this id um well we'll just call this this id uh and then this is gonna be user input and the input type's gonna be text okay so right now if i were to leave this as is right um let's let me just save this and show you uh so right now if i were to go here this view button is a navigation button basically this will show up anytime that our navigation conditions are fulfilled so if it's fulfilled i'll all show up this mobile alert if i click on view i i would expect to see a screen that asks the user to fill in some sort of text input right and that text input is gonna be some sort of society but of course we don't want the user to manually fill into society so i'll show you how to make it automatic so that it's it's auto it's auto passing this to study okay so what we're going to do next is now that we've created this ui parameter we're going to now go back to our navigation create that redirection field we're going to select that ui parameter that we just created which we called society hopefully okay perfect um and then the source field is going to be the sys id field from the table and then we'll save okay so now our navigation works um right uh so the next step is we need to now create a mobile alert and then after we create the mobile alert we'll then associate that mobile alert to our um a critical task screen right we want to be able to do here i currently have a work order task 9001 here um it currently has the uh company acme americas so anytime acme americas shows up on a workforce task i want a mobile alert to pop up okay so that's what we're trying to accomplish here so now let's go and create that mobile alert to do that we actually have to do it outside of mobile app builder so we'll go back into our instance here and then it's going to be a table called sis sg alert dot list okay all of this is documented on our product docs so if you go to our doc sites and then look up uh mobile alerts on the san diego release notes or yeah i would recommend using always the latest release notes just has more details um [Music] oh there should be a dock for configuring here we go configuring mobile layer for form screen um you'll notice that you know you have to create a mobile alert from this table here okay so going back to our instance let's open up this table we are going to create a new mobile alert uh we'll call this um alert agents when come for um and we'll say for this uh you know this task has um let me see what did i want it to say uh access hours this task is asks hours and then the message will say something like insure i'm sure oh wait actually let's say it's just hours we'll just make up some sort of message here 2 pm pst something like that okay of course you can modify the title message to whatever you wanted to be you can change the close label if you want but what we want to do here is we want to associate our navigation that we just created so that that user can navigate to the screen that we want and that screen is going to contain a message right or additional details which just contains the short description and the long description so let's um i think we called our navigation um to mobile perfect and now we'll submit something i do need to call out um what does what basically how this mobile alert shows up it is primarily dependent on this navigation function so if the conditions are met on the navigation function the alert will show up if it's not met then it won't show so let's go back into this navigation here and make sure that we add conditions to it otherwise this mobile is going to show up for every record right so actually i want to do this in mobile builder just because it has a better interface so we'll open up our navigation function go down to conditions and you know i'll just uh [Music] do a declarative condition but just know that you can make it more dynamic using scripts but just for the simplicity of this use case let's just say anytime that the company is acme america oh there it is acme america um then this mobile alert will show up for agents okay so let's go and save this um so now that we've created the alert the last thing is we just have to uh let's make sure i saved here yeah i saved the last thing is now we just associate our mobile alert to our critical um test list right um and this list is called my critical task so let's go back into the mobile app builder and find that list we'll go back to the home page for mobile app builder click on screens and there should be something called critical task here it is now i did mention that mobile alerts can only be applied to your record screens it can't show up on a list um it's when once the agent clicks on a specific record that's when the alert will show right it wouldn't make sense for an alert show on all the records on the list so we're going to open up the uh the record screen okay on this record screen if i scroll down here um you'll notice that there's an out of the box alert that the field service team built um i don't want to use this out of the box one which i wanted to use my own so we'll select the alert that we just created okay and then we'll save um i think at this point i want to show you what the current behavior is okay and then i'll show you how to make it better um i'm going to do a hard closed refresh just to be safe um now if i tap on see all um if i look at my work order task uh i think 9001 here i can confirm that the company for this is acme americas okay so the alert should show up for this i'm going to tap on this one here in the middle and there's the alert this task has to access hours access hours down into 2pm pst if i click view it's now passing the cis id manually right because we created a ui parameter in which it was uh expecting the user to type in some sort of user input um now how do i you know this is not a good experience so how do i automatically pass that society i'm going to show you a little trick here um if you go into back back into mobile app builder and then go back into your navigation oh no sorry uh go back into the mobile alerts screen that we created as our first step right so i think we call that screen mobile alert for mobile app academy now on this record screen if i scroll down um oh no it's on the navigation i'm sorry so let's go back to the home we're going to find our navigation right which we call navigate to mobile alert there's this little setting here that you might pass by it's called auto populate screen parameters and this will auto populate whatever this parameter is that way the user doesn't have to tap on search and you just won't see the screen at all so if i click save here i can now do a refresh again i'm gonna open up all my tasks click on the middle one for 9001. it's going to pop up the alert i'll click on view which will navigate me directly to that record screen okay so now i have this uh alert with additional um information i can fill in the description with whatever i want right so this is pulling the short description for router maintenance and then i think in long description somewhere um it says access hours 10am to 4pm pst okay so that was a very um quick example of how you can configure your own mobile alerts for any app for any workflow any questions in the chat that we want to highlight in um and of course we can make this card look nicer uh i would probably put a margin in between this um we can make it look fancier it's really up to you but hopefully this gives you the foundation to create your own alerts so uh no questions so far in the chat david okay um well that was uh this was a really quick app academy um feel free to let us know if you have any questions in chat otherwise we'll uh wrap up for today no questions okay um so let's go oh there's a when will the previous video session be available um yes we do apologize our videos are late um it's currently on the backlog i'm going to try and get two app academies up today um but hopefully all of them will be ready uh and up on youtube in the next couple days okay uh on our backlog there's mobile classic migration part three and four um also there's a mobile publishing session that we did a huge deep dive on so if that's something that you're working on you know that will be up this week that's a super important one uh tony asks our will our vegas team uh be in knowledge for 2022 in vegas uh ian are you going to vegas um i will be in vegas yes green vegas awesome so ian will be there um i will be uh on the other side i'll be in sydney australia so if there's anyone attending knowledge in australia i hope to see you there okay all right um let's go and wrap up let me share one last screen here okay uh again thank you everyone for joining us today if you did find this session helpful please let us know in our post-session survey there will be just a couple questions on you know asking what topics you want us to explore in the future hoping to get more feedback um so you can help us build our backlog of app captains so definitely let us know um and again we'll record these upload them to youtube so just make sure you can check them out on the mobile community site and to subscribe to that forum and to register to your academy series okay with all that said thank you all for joining us today and we hope to see you again in two weeks thanks everyone and we hope to see you at knowledge