hello everyone and welcome to the what's new for mobile uh what's new for Mobile in Utah webinar my name is David Aha and I'm an outbound product manager here at servicenow and today we'll be covering a quick overview on all the things that are new to Mobile in Utah and I'll do a deep dive into some of the new features and for some of the folks who stick around till the end we'll definitely open up to some q a and answer any questions that come up along the way okay um so here is the mobile platforms release highlights in a nutshell you can see here that we've released some new features and updates for our clients like multi-instant switching new out-of-the-box workflows like field service contractor and itsm vendor mobile and we've also updated some developer tools and platform capabilities like unified theming with next experience and online to offline mode transitioning but instead of just talking you through each one of these feature by feature I thought it would make a lot more sense to go through each of these updates layer by layer this is a more technical overview of what our platform has to offer as we dive into each one of our clients and platform capabilities and at the end of this you should be up to date um on all the latest Utah features but I think with this visual it gives you a bit more clarity on what's being released and how it relates to the overall mobile platform but just to set some context in case you're unfamiliar what you're looking at is a diagram of our mobile platform this is an overview of all the clients workflows and capabilities that it has to offer as of today at the very top of our layer we'll typically start with our end user workflows right these are the out-of-the-box apps that are servicenow business units they build and deliver to our customers and customers will typically start here as well right they'll check out what's available out of the box and then they'll tweak them to their liking using our mobile developer tools and these workflows are what populate our two native clients on the second layer of course what you might be more familiar with servicenow agents and the now mobile app but it's important to understand that these two clients are really just empty containers it's not really until you install an out-of-the-box plug-in like itsm agent uh field service mobile agents or the Employee Service delivery app for now mobile so that it then populates that data and content inside of those client containers you know when customers talk about servicenow agents they're likely talking about a workflow for itsf agents or field service or maybe another workflow when we're talking about now mobile it's likely that you're using the Employee Service delivery workflow or for HR Service delivery and now mobile is the container for those experiences um but you know if there's any tweaking or customization that needs to be done um or maybe there's a really new custom workflow that you want to build then you have the ability to use our mobile platforms developer tools and platform components so and you're able to use those to customize your solutions to whatever your business needs right and so this is where the third layer comes in and this is where majority of new features will live in as well it is the mobile capabilities and platform components that we're building for our servicenow business unit teams so that they can create better out-of-blocks experiences for our mobile apps um as well as the developer tools that we continue to invest in every release so that your admins and citizens and developers can build better experiences much easier over time and so this is a really great visual to help guide folks about you know what we're talking about when we mention new client updates new workflows new developer tools or even new mobile capabilities so this is good to keep in mind as we go through this review okay so I like to start with this first layer here again you have your end user workflows or what we commonly refer to as bu apps or business apps um and these are all of the out-of-box view apps that we have available as of today some apps are pre-existing some are updated through the search now store and some are just completely new the important thing to understand here is that most customers will typically start with an out of box app as they're preparing to you know they're preparing a multiplication and roll up and depending on what products you're entitled to on the platform if there is a mobile experience for it then that will automatically be available for you to use so it's important that you know you're making sure you're up to date on the latest capabilities on the apps that you want to roll out with the Utah release you can see that there's a couple new apps you can check out for filters contractor on the CSM side and on the now mobile side there's a new app for vendor management for all the other updates happening in Utah I think the biggest thing to note here is that majority of these apps were required to migrate away from using Legacy components so you have apps like itsm agent on the left side that app used to use Legacy item views and Legacy item parameters within their workflows but they've since in Utah updated their apps to use cards and templates input form screens so that customers would be able to take advantage of the latest features and capabilities right out of the box and there's a bit less confusion you know trying to intermingle all these Legacy components with new features um and so their apps should be latest as of Utah and depending on what you're looking for there should be a corresponding product Doc Page with more information in which you can find in their product docs um and so you can also follow up with uh those specific business units through your account team if you want to learn more information as well okay um for mobile agent these are highlighting just some of the most common experiences that customers will start with when preparing for their rollout strategy customers will typically start with itsm or field service as our starting point on agent um they'll see what's available out of the box and then you know they'll document what the gaps that they have which the apps don't provide them and then they'll use mobile app builder to fill in those gaps right whether it's a screen it's a table it's a function it's a policy all that you would use mobile app builder to you know fill in um whatever the allo box doesn't provide you on the mobile side customers typically start with the base system functionality when rolling out now mobile and that is the Employee Service delivery experience this experience gives employees access to their task requests KB articles catalog items all that is available out of the box and then you start to add other experiences to it such as the new hire onboarding experience right all that can be added um with mobile app builder um but if there's any particular experience or Persona that you want to check out we likely have something available if you download and install either one of the now mobile apps or agent clients in our apps first you'll find a button at the bottom of the login screen that says try with a demo account and when you tap on that button you can actually launch into any one of these personas that you see here from the Persona employee Persona to field service or something else um and I do want to mention that these are just demo experiences they're not actually reflective of what you will get out of the box we'd advise if you're trying to learn more about any specific bu app that you actually get a personal developer instance and install the out of the box app to take a closer look or you can get a demo directly from The Bu teams themselves through your account team okay but that pretty much wraps up the first layer in our platform deep dive for end user workflows the second layer that I'll quickly go through are all the different clients so typically when customers deploy our mobile apps they'll stick to using our public clients in the IOS app store and Google Play Store and again those two clients that we have are servicenow agent for the fulfiller and then now mobile for the employees um but we also do offer public mam or uh mobile app management wrapped clients for Microsoft InTune and blackberry Dynamics and these are really for customers who currently have App Management capabilities um through their mam provider and they would like to enforce their existing policies into their service download labs for example if a customer uses Microsoft InTune then they can use their Azure account to manage their employees devices and apps and with some additional configurations you know they can do things like apply their Azure protection policies or maybe they want to configure a default authentication browser for their service now mobile apps before they distribute to their end users okay so that's what's available as well in the public app stores um and then for this third solution we also offer custom branded clients with mobile publishing mobile publishing is our premium offering that allows customers to build complete custom versions of our service now mobile apps and it's often with their own branding and since this is a premium license offering this usually will only apply to a small subset of our customers and it's typically driven by two main use cases the first main use case is that if you are a super brand conscious customer and you want to be able to have brand online alignment between your platform experience and your mobile experience um and you know you've considered that mobile theming is not enough for you and that you need to have a custom app uh an app name under your app your icon um uh maybe even a custom loading splash screen then you might want to consider going down this route but this typically only applies to customers who already have a branded portal and they want that branding alignment with their mobile apps right and it's a huge requirement of yours to mask any branding that says servicenow on it so that you can replace it with your own corporate identity right so it's very similar to a white label service okay so that's the first main use case that might apply to you the second main use case is this might apply to you if you are in need of full control on how you distribute your apps to your end users whether through private distribution or public distribution for whatever reason that you're not able to use our public apps in the App Stores then this will lead to a mobile publishing discussion for private distribution you might want to consider uh when you want an unlisted app that is only discoverable through a direct link to your employees or you might have a you know um an enem console that is remotely installing this app to your user's devices from a management perspective um servicenow signs the app for you for private distribution and then we also manage this mission in approval process for any private custom builds but the distribution for private might be a bit more difficult to manage since you have to deal with the VPP tokens or managing user reduction codes through those app stores right Apple and Android um on the flip side if you're a more experienced customer and you have a history of managing your your own market-facing app store accounts then you might want to then you might choose public distribution instead right um in this case um this is for customers who want to be signers of their own app and you want full management of the approval process in which you have to do yourselves through your own app stores right servicenow doesn't really touch this at all but of course the benefit of public distribution is that you can build completely custom versions of our service now mobile apps that mask um our branding with your own corporate identity and you still have that app visible in the public app stores which is so much more discoverable to your users and it's much easier to distribute to right um now if this is all foreign to you and this doesn't make sense we do have an in-depth mobile publishing FAQ that you can find on our mobile community site that will help under help you understand if mobile publishing is right for you or not and we've actually recently updated this for Utah so if you have any questions around this we highly recommend that you review our FAQs and videos excuse me um after you review our FAQs and you still find that you're interested in this license offering we recommend that you reach out to your account teams for more details okay so that's mobile publishing um living on to the third and final layer of our mobile platform it's all the individual capabilities mobile components and tooling that we build to enable our bu teams to build their mobile apps and this is where most new features for every release will live in as well um but I like to typically start with our mobile developer tools first these are all of our admin and developer tools that are available on the mobile platform today it's always been a strategic initiative of ours to continue investing into our developer Persona so that customers can more easier build configure and manage their servers down mobile apps you have mobile app builder which is the configuration tool for you to build and configure your data screens and actions that make up all the workflows that live inside of your service now mobile apps whether it's on agent or now mobile you also have Mobile card Builder which allows you to customize cards and templates to help visualize your servicenow record data right and this is all point-and-click tools you don't actually have to go into the Json and write Json yourself um you also have mobile publishing to create custom versions of our service time mobile apps user experience analytics uh provides you with out-of-the-box dashboards on your usage and adoption metrics very powerful tool um and then with mobile SDK this is a new project initiative of ours to give customers the ability to embed our servicenow workflows into your own customer apps um and so that's an issue that we're hoping to work uh and invest into the future um but something to uh highlight for Utah's release we are deprecating mobile studio um any new newly created Utah instance will automatically remove Studio from your instance um if you happen to be an existing customer and you've you know been using mobile studio and still like using mobile studio um know that existing instances will continue to have access to mobile studio until they are upgraded to Utah and Vancouver and we actually expect mobile Studio to be fully deprecated by Washington's release um just know that every configuration that you can do in Mobile Studio can be done in mobile app builder and it should be much easier to do you apply run into some gaps and confusion when you're actually trying to build stuff mobile Studio anyways and so we're trying to save you that hassle of you know it's better to start using the right tool and build the right way and so we highly recommend that you start with mobile app builder for any configuration okay um with that being said um the biggest update that we have for mobile app builder in Utah is it is now adding configuration support for all platform components up until Tokyo so since our release of mobile app builder just a year and a half ago we've made tremendous progress as you're seeing with each release we're getting closer and closer to full platform parity with mobile Builder this means any mobile feature up until Tokyo that was configurable on the now platform all that is now accessible inside of the app builder features that came in Tokyo like are map screen enhancements and maybe new input form screen features all those configurations are available inside of mobile app builder we've also added a the new Utah feature for Universal theming support that is also configurable inside of app builder with this latest version as well okay a Mobile card Builder version 21.6 um with this latest version we're making UI rules much easier to configure on your mobile cards using condition builders um you no longer have to write out text values and look through product docs for definitions to understand how to use this all it's now a lot more intuitive with simple point-and-click tools um and condition Builders and you can actually see all the available options as you're building them out right and we've also improved the quality of card previews which are now much more representative of the type of cards that you view on your mobile device before it was kind of this Lo-Fi res picture that didn't really say much about what those cards are and so basically we've enhanced it so it's much easier for you to find your cards and we've added descriptions to them so that you can read what each card is used for okay um and then lastly we've also added support for date time Fields using UI rules as well as text decorators when applying your UI rules to cards this was actually a previous Gap from using our Legacy UI Styles um so we've now covered that Gap and you should be able to do those two things much easier uh through UI rule condition builders okay um mobile publishing version 3.2 this is a minor release uh enhancement I'm sorry uh that we've added to support for configuring themes that align with next experience themes and the latest mobile publishing builds so this was enhanced to support our unifying mobile theming feature which I'll speak to in just a few minutes but with this enhancement it's replacing old tables with new ones and making sure that your mobile experience will align with the rest of your platforms themes as you submit new build requests on mobile publishing and uh also as of March 22nd we've removed the capability to request onboarding builds from your mobile publishing forms um and this is largely because mobile onboarding has now been deprecated and it's been removed from the public App Store so it doesn't make sense for you to submit new builds for onboarding okay um moving on to the remaining items in the final layer of our normal platform as well as the the all the other Utah features as well um these are the platform capabilities um and individual components that we built to enable our bu teams to build their apps right so this is typically the layer that we are talking about when we release new mobile features um these are some of the pre-existing platform capabilities um using screens functions and policies and so many other components right um and these platform capabilities are what provide us uh that allow us to do things like deeply integrate with other products such as AI search virtual agent be able to deep link into third-party apps we can create more engaging experiences as well with your end users through features like theming uh campaigns and Banners or actual push notifications and we continue to invest in building consumer grade ux experiences every release as well so that you can build more branded and personalized mobile experiences for your users and so these are just some of the platform capability highlights that we have so far um so here are the mobile platform capability improvements that we've invested into Utah um so with the first being next experience unified theming across mobile and web just to provide some context um this will greatly impact the employee experience on the now mobile app because it is a mobile workflow that was built using a combination of both native screens and web screens today theming works really well on Native screens but as soon as you start driving a bit deeper into the catalog workflow service workflow or maybe you've in uh you're you're now on the new employee sensor experience and you're using the support tab you'll actually find yourself on some mobile web rendered view of service portal or employee Center those web pages have their own theming applied with a separate set of configurations and so it was very confusing trying to figure out how do I apply theming to my mobile app um I'm applying theming but it's only applying to my native screens why is it not transitioning over to my web screens um and so we wanted to create a more consistent experience across both native um mobile as well as web and it there really should only be one configuration that needs to be done to apply to both and so with unifying mobile theming mobile will now inherit between colors from the next experience colors so that when you apply your theming it's reflective across both native and web so this will consolidate the configurations between the two experiences and it'll make it much easier for your admins to manage okay multi-instance switching so we're introducing multi-inset switching in Utah which will enable users to be able to log into multiple instances and switch between them without having to re-log back in surprisingly we found out that about 30 percent of serves now customers use more than one instance and there are some who even have an instance for separate departments such as it versus HR and as an end user you know you want to be able to receive notifications from both of them so that you can quickly take actions on them by just tapping on that notification and so we've added that capability if you have multiple instances logged in into on a single device um you'll be able to receive notifications across all those instances that you're logged into um or maybe you are an admin user and you're Testing mobile on multiple developer instances you know you're testing on a sub prod or you have a developer instance and you want to be able to easily switch between instances without having to re-enter your credentials every single time with this initial release we're focused on improving the admin and developer experience so that you can save time um switching between all those different environments when you're testing your mobile apps um we're hoping to improve the end user experience uh for folks who do have like multiple instances that is managed across different departments if you have it HR and you know so forth um right now the current experience is you know there's this button when you're in um let me show you give it a second to load once you're inside of instance there's a couple ways to switch between the two um give it a second to switch instances but you know one way is when you go to the settings tab you can actually click on instances and that will allow you to switch between the two or there is that icon at the top left in which it will pull up the screen that will show you all your instances that you have access to now as an end user they might not know what instance is or you might not even want to show instance to that end user because you want to hide that completely from them we don't quite have a great experience for that and easier yet but that's something that we're working on for the future okay um online to offline transitions um this supports our ongoing initiative to deliver a best in-class field service management experience for our field service agents in Utah you have some major offline enhancements that will actually allow your agents to automatically switch between um online mode to offline mode anytime that internet connection is lost prior to this our offline solution was more of a preemptive approach meaning you know agents would have to plan ahead of a time uh before the enter a remote site and they'd be able to have to manually switch their device into offline mode before they make any change or update because they're scared of their uh any saved updates from being lost right but you can see this video in the middle here um I was able to reenact the device losing internet connection by going to airplane mode and once that device loses internet it will actually automatically switch into offline mode for you and so that agent can continue working without any Interruption whatsoever they don't have to think about when their device is going to lose internet connection it will automatically transition for them um but once that internet uh once internet is detected again and you've reconnected you'll get a notification at the top which the agent can can tap on uh and it will allow them to sync all their changes that were made and during offline and so it's quite a huge upgrade since our last release of offline mode okay uh these are just some additional features and enhancements that you might also want to make note of um mobile deep link enhancements um we now support the capability to deep link into launcher screens and input form screens prior to this you're only able to link out to list and record screens and so that's quite an improvement there records section function supports uh we're now supporting the ability to build one or more functions triggered directly from your record UI section so imagine having a really big button that you can tap directly from your record UI section whether it lives on your home screen or it's on the related list it just gives you the ability to produce the number of tabs that you need to take in order for that user to take action okay uh file upload enhancements for activity stream and input form screen if you remember from our Topia release we introduced the ability for users to upload multiple files and attachments directly to their activity stream and with it it came several improvements like an upload manager that gives you filo details and reasons for why that your attachments might have failed right any failed upload it will give you details on as well as support uh it also supported the ability to upload upload any of those files while your app is in the background um all of that was enhanced for activity stream in Tokyo with Utah we want to make sure that all those improvements also align with our file upload experience for input form screens because you can also attach attachments and files through an input form screen so we want to make sure that that experience was aligned whether you're uploading it through input form screen or through activity stream um all those improved behaviors and experiences will now be the same between the two okay additional option for location tracking this was a field service enhancement that introduces action-based tracking that will reduce the likelihood when agents forget to turn off and on location tracking um they might you know turn on location tracking before starting work or on the other side for getting to turn off location tracking which might drain their phone in the background and it kind of puts their uh themselves their privacy at risk if they happen to be location tracking after work hours and so this will kind of give you uh more control over that right um input form screen enhancements um this was a necessary Improvement in order for our out-of-the-box apps to migrate off Legacy tables like UI parameters and to transition those UI parameters over to using input form screens to take advantage of any latest features and so with Utah we are now supporting barcode and signature inputs on your input form screens that was a previous Gap um as well as support for parameter at parameterized data items um and which are commonly used for map screens and calendar screens okay uh and then lastly we have mobile UI role enhancements this was also another necessary Improvement for our out-of-box apps to migrate off Legacy tables for UI Styles and to be able to transition over uh from those teasing mobile UI rules all the things that you could previously do using UI Styles such as time and go formatting um using record conditions using Fields beyond what exists on a card template and supporting JavaScript conditions all that is Now supported uh for mobile UI rules and so at this point there should no longer be any gaps um or and it shouldn't provide you with any reason to use any of those Legacy tables anymore okay uh we should now have full capability to migrate over to using the latest cards and templates and all the new supporting features like UI rules and input form screens okay uh so now I know that was a lot um but that pretty much wraps up our mobile highlights for Utah and before we wrap up I want to point you to some of the resources that you can take advantage of to get started with your Utah implementations um if there's any specific feature that you want to learn more about please check out our mobile release notes for Utah and for any other app outside of our mobile platform we can find in their corresponding product documentation next we have the noun learning site this really covers mobile fundamentals for mobile if you're completely new and looking to get more Hands-On training using mobile app builder there's also a course on now learning called mobile edition resources and that actually pulls together all the courses that are available and now learning that is related to Mobile so definitely a great resource to have um we also have mobile Community this is a great online Forum where you can access our mobile FAQs find latest updates or announcements on mobile or just really ask any open-ended mobile question around your implementation our internal mobile teams monitor this too so this is a great place to share feedback so specifically on our idea portal so as you go through your implementations feel free to share any feedback or have or send any questions that you might have our way mobile app Academy uh lastly we have this how to app building service that we host once a month on YouTube called mobile app Academy this is our how-to configuration Series where we show you the fundamentals of using mobile app builder and how you can customize and extend your mobile workflows using our platform Concepts we do deep Dives and show you best practices on how to configure key features and answer any questions that we see reoccurring on mobile community so this is definitely a great session that you want to register to if you want deeper knowledge on how to implement deploy your service now mobile apps okay that pretty much wraps up everything that I wanted to cover for today thank you all for joining us and thanks for letting me know of all your questions hopefully that was helpful uh but again thank you all for joining us today and I hope to see you in maybe a mobile app Academy or if you happen to be joining us for knowledge um our mobile team will be there as well so feel free to come out reach out and feel free to reach out to us thank you everyone and hope you have a great uh morning afternoon and evening cheers