servicenow brings a modern experience for technicians managing their work orders work order execution and debrief is a key part of a technician's day and as part of the debrief process the technician needs access to information including the knowledge base they may wish to view the asset details including sub-components service history and maintenance schedules for some organizations there may be critical safety and Regulatory processes that require documentation technicians also remove and consume parts record incidental expenses and capture customer signatures but technicians often have a significant administrative burden for example managing their personal inventory including pickup and drop-off lists being able to locate Parts in real time and easily support the peer transfer of those parts similarly they need access to their team and team availability and be able to communicate with the team and they need to manage their timesheet and submit time-off requests from the mobile device they can easily access their inventory to see all parts and assets that are available in stock as well as any defective parts that they may be holding they can view and manage inventory like pickup lists as well as drop-off lists to keep their inventory levels in check mobile technicians can even search for parts across a team or a territory identifying those peer technicians or field warehouses that possess the parts they need to complete a task either sourcing the parts that are needed or initiating a peer transfer with another field technician technicians also benefit from documented knowledge available to them whether connected or offline they need to be able to quickly locate relevant knowledge system documentation error code guides videos and other data to triage work they need to be able to rate and comment on knowledge and even submit their own findings to continually improve the knowledge base accessing data by knowledge categories is beneficial as well it allows technicians to see other potential issues to research across a specific product or category knowledge can embed videos links images and other pertinent data now that we've reviewed the roles of inventory and knowledge in the mobile solution let's start with managing assigned work and debriefing our work order tasks we can view assignments in list map or even calendar views and from the calendar view we can see our shift details as well as the assigned tasks the first task is in support of a transceiver issue so we'll select it to see the details we're immediately presented with special handling notes that contain information to guide us in this interaction here we can see details reminding us around covid protocols and check-in procedures we can review other details as well and when we're ready we can accept the assigned task upon acceptance there are other details we'd like to review first we can use the mobile device's native navigation tools to direct us to the coordinates we might also wish to review details of the account to review its contracts and its entitlements but just as important we may need to see greater detail on the actual asset that's involved perhaps it's important to know the asset status it's sub components it's service history it's preventive maintenance schedules and more this level of detail provides background for the technician giving a greater picture of the overall issue and at this point we're ready to travel to the customer or asset location and begin our work we can begin travel notifying our dispatcher and our customer that we're on our way and upon arrival on site we can start work upon check-in and upon confirming we're meeting those covid safety protocols we document any compliance measures as checklists in this case a lockout tago procedure these checklists are easy to build and filtered around the product the job type customer or other details as appropriate and as part of the lockout compliance we're instructed to take a photo of the lockout tag now there are still other steps to perform perhaps we wish to access the knowledge articles we reviewed previously or log expense or time these are all available weather connected or offline we can also record our part consumption when ready here we can see that I've already consumed some parts as well as removed a dual board from the impacted equipment and at any time during the debrief I can choose to consume any necessary additional Parts stored in my personal strong trunk stock for example a wave share sensor or a Cat6 cable and I can even use the barcode scanning option to document consumption of specific parts or serialized assets again decrementing my personal trunk stuff so we've documented safety lockout tag out procedures browse the knowledge base recorded Parts transactions but I may also need to track other details I can record any incidental expenses incurred on this work order task here I've documented some purchases from a local vendor but if necessary I could also record mileage meals or any other appropriate expenses and while the application can automatically document travel time and work times I can also manually record the time transactions for this task here I'm recording my time worked as well as some commentary on the work that was performed and this can automatically create and update timesheets and time card transactions making my life as a technician that much easier so now I'm ready to close the task I've done the work I've recorded everything my company asks of me quickly and easily if necessary I can also capture the customer's signature on task completion and once that's been recorded a work order summary report is created it's sent to the customer here I can see the details of the work performed on that work order test including Parts removed Parts consumed time expenses even that customer signature so that's how I manage the debrief of my assigned work now sometimes it might be useful to reach a member of my team the mobile app makes it easy for me to see my team status and reach out to them to help me troubleshoot an issue I'm facing I can see the entire team and I can communicate with them directly and if enabled I can see their current location within our territory on a map and initiate that level of communication with them via phone or text message and that's how we manage field service assignments within the servicenow mobile app with the servicenow mobile Agent app we give you technicians the information and the tools to get their work done quickly and easily reducing their administrative burden whether it's connected or offline your technicians have access to the data needed to manage their inventory access relevant knowledge debrief their work document safety checklists capture images and manage their schedule