all right let's get started 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 have ian kinnear here today as our presenter and we want to give a warm welcome to everyone joining us live today um and if you are joining us for the first time welcome to the session our product experts are here to provide guidance best practices and answer any questions that come up along the way we do host these mobile app academies every two weeks at 10 a.m pacific and our recordings are posted to youtube on the servicenow community channel just pointing out a few resources that we do have available um if you're new to mobile we recommend that you check out some of our self-announcement resources such as our mobile guidebooks and whitepapers on our mobile community site but we do also have a plethora of resources such as labs trainings on that learning and the playlist to all of our previous academies as well um academy such as mobile agent quick start guide getting started with now mobile and 30 over over 30 other academies and if you like sessions like this our servicenow teams do host other academies for hr service delivery platform foundations platform analytics virtual agent and many others but you can find those series in their respective community forums by navigating to that forum tab okay and just to quickly review for today's session this will be a very quick 30 minute session um we're going to start off with a quick five-minute review and then we will jump into the exercise in which we'll show you how to quickly enable mobile surveys and then we'll open up some q afterwards and wrap up okay but with that said i'm now going to pass it over to ian to take us through mobile service hey everyone okay let me share my screen can you see my screen okay david yep but i can see your um entire screen with notes it's maybe a different chair okay sorry about that how about now that's a lot better perfect okay okay great all right um thank you very much so today uh for mobile surveys i'm going to walk through two use cases with everybody um so what we want to look at first is a very straightforward use case so as an admin we'd like to trigger or send ad hoc surveys to now mobile users and we want users to be notified by push notification and we'd also like that survey task to show up in the user's task list so that they know that they can they need to do something there and they can easily find it this is going to allow us to you know have those existing surveys that you've built be visible to users on mobile so that you can gather that feedback about your workflows such as your service desk or request management feedback collection after that we're going to take a look at another scenario so this is where we're going to want to start to collect feedback about the mobile experience specifically so what we can do is create a survey for that or you know leverage an existing one as a start and then provide a mechanism through the mobile client so that users can quickly access and submit that feedback and what this is going to allow us to do is just you know collect the user's mobile experience um you know feedback and essentially allows us allow us to improve that mobile experience for users over time okay so with that said we'll jump into the instance and take a look so let me switch over to my browser and our mobile app over here so you can see what the experience is like as we go so just a housekeeping item to start um so what i want everybody to do before they start working on surveys for mobile is just check so navigate to your plugins and once you've done that you can see i've just entered underscore survey here just because that's just a quick way that i can pull up two plugins that i want to make sure that you all have and also i want you to make sure that they're up to date um i've just seen occasionally where um you know there's just based on the history of the instance and how it's been updated um how uh over time that you may need to just go in and repair this plug-in so that's what i would advise you to do and that's just going to reinstall the application files for you if you'd like um so you know you're just clicking on this menu on the top right right hand side the two survey two plugins rather we're looking for are called service portal surveys and and the other one is called surveys for mobile um so those are the two and once you've done that you should be good to go so what we're going to do here again we're going to generate a survey an existing survey for when our our existing processes we're going to just going to look to make sure that our mobile app renders those and notifies us of that the good news is that with these plug-ins we shouldn't need anything more to do in terms of configuration we really just need to trigger those surveys but i'll show you where those how you know where the survey list screen is going to show up and i'll briefly show you that push notification so you can see how that's done so the first thing we're going to do is we're going to navigate over to survey in our navigation menu here so we can see under survey that we have a number of different navigation modules here what we're going to look for is view surveys and we're just going to look for an existing survey it doesn't really matter um just so that we can validate the functionality here so for this session i'm just going to try the help desk satisfaction survey down here so again this is your existing survey or assessment functionality within the instance there's nothing special or new in terms of mobile to create those surveys so basically your survey that you can ask users to do in your service portal would be the same exact same survey record that we're going to use here for mobile so i've opened up our help desk satisfaction survey and so we can see how that's built if you have a trigger condition that would be down here trigger conditions being you know if i close a particular incident or a request gets fulfilled we can automatically trigger those and send those out to the user we're not going to do that today just in the interest of time we're just going to assign this survey directly so we can see the functionality so i'm just going to select myself here i'm the logged in user over here and click ok and this is just going to trigger a survey for me while we're waiting for that um push notification to come through what we can do is um just show you all i'll first show you the push notification itself so that's going to be over here so you know by the way to get to your push notifications if you just type push and then look under system notification and push you can find the uh push notifications and push messages over here um so here's the particular notification and you're going to notice it's actually going to use universal links and that's what's going to enable it to direct the user straight from the specific push notification to the survey instance itself so the user can complete it it's just taken a while to come through here the push but that's not totally abnormal sometimes it takes a couple minutes so if we look at what it'll contain here we can see the push notification and the push message rather it's called survey assigned so if i want to open that up i can click to edit the record and i can click the information icon and open that up so this is what my message is going to look like and if i want to see the push message push message content i'll edit this record as well this is just in case you need to see you need to edit the text or you need to see actually how this message is constructed you can see it's using our deep link generator to get a universal link and it's going to send the user over to the take assessment page passing in the ssid of the survey and so i'm just going to take a look at my mobile here and actually did come in but because my device had gone to sleep that's why we didn't see it right away so you can see i've got three notifications over here and i've also got three tasks here so you know just taking a look at how that works from the user perspective they're just going to you know for example tap on the notification and they're going to be directed to a browser view of the survey and they're going to be able to complete it so pretty straightforward functionality here just answer am i satisfied yes i am next and tell us what we think thanks so much so again um very quick very easy um nothing specifically that we need to do to make this happen we're going to receive the notification and we're also going to have this task show up once we've completed the task you can see it disappears from our list and just for your information where you're going to find that specific screen that's being displayed here we can take a look at it over in mobile app builder and we can just make sure that we're in the surveys for mobile scope you might notice too it should be the the one with no description there and here's our my surveys list screen so this is what comes as part of the plugin and it's included in the existing outer box now mobile task list segment so if we were to look for example at our mobile app config and then open up the mobile app config for now mobile i'll show you where to find that so now that i have this open you can see my navigation bar and we can i'll move to close this make a little extra screen view for us so we can just compress down our different launcher tab here's just looking for the home launcher screen which is over here in my mobile app and my tasks here is where i wanted it to display this is a san diego instance by the way you can see i'm using an icon section with images as the background and just let me move that a bit out of the way so if we again just looking at our navigation bar if we find the home navigation bar and then in there we should find the different ui sections and configuration tied to it i'm going to be looking for our not the catalog or people knowledge this icon section right here that's this area here and within there you can see we have our get support our new reservation and so on i'm looking for my tasks here specifically if we look at my tasks we can see that it has a list screen in there i'll open the record to edit it so we can look a little closer at the setup and i'm really i'm just showing you this this should happen out of the box i'm showing you this just in case you want to add this my survey segment to another screen you'll see that it's simply added as one of several segments that are going to show up in my tasks so that way you can show different types of tasks here you can show you know surveys or content other ad hoc tasks that the user has assigned so if we scroll down here and edit in the existing scope you can see under my to do's there's a screen segment and if we open that up and edit in the original scope you should be able to see your my surveys list in here so that's where it's been added if you need to add it somewhere else this is where this is the likely configuration that you do by adding it as an existing stream so that when i tap as a user when i tap on my tasks i can see any tasks that i have assigned including surveys and other stuff okay um so that's the process of triggering a survey and viewing it um actioning the survey as a user and just how that configuration is done now that we have that we'll go ahead and look at how to build a new survey in order to collect feedback for users from users about the mobile app specifically so to look at that let's go back to our platform view here by the way david before i go into this do we have any questions so far about the user experience for surveys i'm not seeing any questions in the chat however um there are a couple things that i see on mobile community every now and then um and it's around what happens if their image isn't rendering properly like it's cut halfway or like you know the smiley face isn't showing i think you've answered it um it's probably through the plugin right if you down install the mobile survey plug-in um that will enable the universal linkedin which will optimize all the web pages all these mobile uh surveys on the mobile app is that's what's happening i'm guessing yeah it'll just you know try to open up a webpage without any correction at all yeah so i'm going to show you a very important part in a second when we create the new survey just to make sure that we're using the mobile employee service portal view for the survey so that's that's going to be critical to make sure the survey renders properly the other thing i would say is that in terms of you know the the survey plugins those two plugins that i mentioned again you can repair them just to make sure like i've seen occasionally i looked at an instance and the push notification didn't happen to be there so i'm not really sure if somebody removed it or if something happened when the instance was upgraded but repairing that plug-in restored that so that's just some another thing that you can try so um let's go ahead and look at our surveys again and we'll go into view surveys so you could use the survey designer to create a brand new survey from scratch you know just in the interest of time and focus on the mobile configuration specifically i've already created a mobile customer satisfaction survey so we'll take a look at it basically all i did is i started with the out of the box satisfaction survey with the smiley faces and copied that so you know that way we can add our own specific name that's going to show up related to mobile customer satisfaction and we'll also be able to collect our responses separately so that we can you know try to learn from what users are submitting so this particular survey it doesn't have a trigger condition and that's on purpose because we're going to want users to go to it whenever they want and submit feedback if they want to do that multiple times that's totally fine so the way that we're going to do that is just by navigating to the proper url to take the survey and in the background servicenow is going to generate a new assessment in instance for you in the background so that you can send those responses multiple times this particular survey definition if we go to our metric categories just has this mobile feedback category and if we open that up we have two questions one to tap the image to indicate the current impression of the mobile app that's the question we're asking and the second one is sorry by the way that first one will collect sort of numerical data allow us to build a chart um and the second question is going to be a text based one so that we can just allow the user to submit ad hoc text and you know store that in the system so um if we take a look so in order to make that make this survey visible in the instance what you're going to want to do is take a look at this view survey url related link so if we click it you'll notice it's going to give us this survey url link telling us to publish the survey with the following url for our purposes for mobile we're going to actually um instead of using the sp portal we're going to use mesp and the reason why we're going to do that is because mesp has special style sheets set up that's going to optimize form elements for the mobile device so things like you know selecting drop downs and how that experience works for mobile um can can be um you know optimized for the mobile device so that's what i was talking about earlier is that often we see when users are having trouble they're trying to look at the wrong theme the wrong view and it's not rendering that survey very well so what we'll do is we'll take this text out so my system should be slowing down a bit here let's just oops let me open that up again i believe we got the whole thing i'm just copying that to the clipboard um we'll in when we create it in the instance we'll add the mba me to the front of that so i'll click cancel here and now that we've done that we can head over to mobile app builder and we can head to our home screen here and click on functions and we're going to make a new function so we can go ahead and call that mobile feedback should give it a description um so it's easier and better to maintain won't display in the instance it's just a description for um or in the client it's just a description for your function the type we're going to select is a url and the context is going to be global that's just because we want users to be able to submit this survey feedback from anywhere like a quick action or an icon section which i'll show you in a minute and so we don't want to be in the context of a specific record and again for our url we're going to put slash emmy and then that string that we copied so that looks good we'll give it a link labeled mobile feedback and then this should be good for our function just copy this so you can find it after so this is a straightforward browser screen we've just created here with a specific link to a specific survey but once we've done that we need to figure out how we're going to display it to the users so i'll show you two ways to do that the first is using this quick action at the top of our homepage here this will display at the top in ios and as sort of a floating icon in android and will allow the user to just in a single tab get straight into the survey so let's go back over here and we'll go to our mobile app config and open up our now mobile app config so we can do this in mobile app builder um i'll show you another way as well we can also go to our launcher screens and platform and open those and search for our home page um our home page launcher screen here and you can see that just we'll just double check right that we have the right one just by making sure we have the sections that we're expecting to see this looks good we're gonna i'm gonna draw your attention to the quick action buttons here um so you can see we've already got one for um opening up virtual agent up here at the top um this is in the now mobile application so we'll just switch over to now mobile and go back by the way in mobile app builder you would be doing essentially the same thing but you can just navigate it to it more easily we'd have to we'd have to find our homepage launcher tab again so that would be down here and our homepage launcher screen close this scroll down and look for your quick actions towards the bottom so we'll go ahead at the bottom here and insert a new row or you know we could actually open up one of the existing ones and just do an insert and stay here so we can see if we have a survey one created we don't so we can click new so here we we just we create that function instance um you'll see it's a lot easier to do in mobile app builder can you still hear me okay just uh getting some system slow down here yep you're still good okay perfect so let's open it over here uh we're gonna have to go to our now mobile scope to create a new one so we'll just change scopes should be able to actually find our launcher screen home page down here make a new quick action function instance and we can call it mobile feedback again we'll give it an order just to put it a little bit lower down we'll choose an icon here so we'll give it for example this comments icon and then we need to select the specific function that we created earlier which we also need mobile feedback and after clicking apply we just need to make sure we click save and at this point we should be able to just swipe down on the alp you'll notice that this quick action icon at the top changed to this menu breadcrumb option to indicate that there's multiple icons here for me to select so the existing one was chat with a virtual agent and i've got my mobile feedback if i tap it i'm going to be brought directly to the survey and i can go ahead and submit my responses so that would be how we do that using a quick action but i also want to show you just a kind of a more impactful way you can see this particular launcher screen has an icon ui section with sort of more or more frequently accessed screens and functions shown here as icons with images and so it's just a quick like a good way to highlight to the user what what are the typical things that they uh do in now mobile app at your organization um so we're gonna fill this empty space here with a new one for our feedback our survey um so in order to do that if we go over to our within our home page we're going to again find that that particular section that we wanted that icon section which i think i just buy it that's right over here um so if we click on it we'll edit in the original scope we might need to switch our scope here uh to do this but let's yeah let's go ahead and do that so we'll switch to this particular scope and we'll open this back up and um actually since i showed you the the mobile app builder way earlier i might just show you the in platform view of this um so if we were to go back to our just in case you want to see it in platform um the launcher screen view is here and we can go to that icon section menu and you can see we've got these icon section destinations here what i'll do is i'll open up an existing one and i'll just do an insert and stay and we'll give it an order of 60 and we'll just erase this new reservation one and open up here and we'll just under our icon section destinations we'll make a new one and from this drop down we're going to select a function we can do a launcher a screen a launcher page a screen or a function so we'll call it a function we'll give it a name of mobile feedback again the specific function that we wanted was called mobile feedback was it not here we don't need to give it an icon but since we're using images here we'll select an image so i've already added one here we'll use this charts image and we'll submit and then we'll right click save on this record and then if all is good when we refresh we can see we've got our new icon over here for mobile feedback and i can tap it to open that survey and allow the user to submit their responses now that's pretty much it for the configuration i just want to show you very quickly how you would look again how you'd look at the responses so to do that we'd go back to our surveys view and look at our view surveys open up that specific mobile customer satisfaction survey we can see a quick view of our responses but what you can also do is go down under related links and open click on this view scorecard link and this is going to give you just essentially a dashboard view of the survey with the responses so that being said let me just jump back into the presentation real quick and we'll just recap with a few important points for you to remember as you implement your surveys so let's open this up again so just a quick review for you first obviously make sure your plugins are up to date talked about that um secondly don't forget to use to change that link to the mesp service portal link it'll look like this as an example so make sure you do that also just keeping in mind the mobile experience i definitely recommend to keep your surveys quick and simple to complete on a mobile device so that users can quickly and easily do that without getting frustrated and then probably and maybe most importantly don't jump into creating and displaying a survey until you have the mechanism set up to review those submissions understanding those submissions and actually take actions um you know where a user requests follow-up you have a team ready to give that follow-up um let them know that they you know their feedback's appreciated or get that story created to make the change that was recommended so with that i'll take a pause and ask david if there's any new questions for us to talk about not seeing any questions in the chats relevant to this session um so i think we could probably wrap up for today uh really great walkthrough um thank you for that ian um and i want to thank everyone for joining us today if you did find this session helpful please let us know in our own post session survey on zoom there's gonna be a couple questions asking you know what topics you want us to explore in the future mobile surveys was actually a topic that came up a few times and that's why we're covering it this week again we love getting feedback from all of you just to make sure that these topics are actually helpful and relevant so let us know and if you're interested in any of our past mobile academies we do record these and upload them on youtube and you can find them on our mobile community site or go to now [Music] a community youtube channel so make sure to subscribe to our mobile community forum registered to our mobile lab academy series educational latest updates and future topics uh but with that being said thank you all for joining we'll see you again in two weeks at our next small lab academy thanks everyone thank you