good morning everyone and welcome to mobile app Academy my name is David Haw I'm in outbound product manager here at service now and I'll be your host for today's session also have charity cats on call as well to help answer any questions that do come up along the way so for fre to send your questions in the chat or we can also enable you on uh on the mic uh to answer to ask us directly um to get started I wanted to take a quick poll so let me go ahead and launch that one second um oh here it is so all I'm asking is you know where are you currently in your mobile out process uh just trying to understand if you're currently new to mobile and uh currently in the discovery phase or already um started implementing and you're just still learning how to implement your use cases or you might have already adopted uh the mobile app and you're just looking for ways to improve your current experience so it looks like there's a lot of you that are still new um I can say with the Washington um release I think this will be most helpful for V folks who've already adopted mobile app but um in case there are features or you might run into feature gaps um some of these features might help you so so looks like 50% of you are still in Discovery uh a third of you you are very adopted mobile and looking to improve experience and just a few a few of you are currently in implementation okay that's very helpful to understand um let's go Ahad and move on I'll end the poll and just want to point out uh something that we have here is our mobile research panel so we're currently looking for customers to work with to provide input on our latest mobile designs and early concepts of new features um honestly this is a great opportunity for you to share thoughts and feedback directly with our in down teams as well as our research teams um and we conduct these through our brief surveys uh and you also have an opportunity to do one-on-one interviews as well I think what's important here is that we're offering a huge opportunity for you to directly influence our mobile road maps so if there's a feature or use case that you've strongly voiced for in the past now is the time to bring it up um in which this survey uh or live session will have the largest impact in helping us make those decisions so if you're interested in signing up just this barcode save that link um and if you have any questions we do have this email um for Caitlyn that you can reach out to the research team okay I'll come back to the slide at the end of the session as well if you're um be happen to miss it so let's get started with our Washington highlights um okay to get started uh we have mobile app builder version 23.7 um with the store update in Washington it now adds configuration support for all platform components up uh into Washington uh We've also further improved the duplicate records feature to include 16 new components like maps and calendar screens previously you're only able to configure or duplicate list screens um we've also had some uh further integration work with mobile publishing so now you can actually see your custom apps within the mobile app builder UI and so if you wanted to navigate to Mobile publishing it all lives on the same Landing screen now and we've also Consolidated relevant docs on that homepage so that you can access whatever you need uh as you're going through it we've also brought over the use of the notification category over to the home screen of mobile app builder I think it just makes it a lot more accessible makes a lot of sense too so that you can see just your mobile related push notifications all on one screen um and there's also been some work to automate the population of table fields and downstream records to help streamline and speed up some of your configurations so if you use mobile app builder with uh this latest version you'll see that some of your configurations for like this screens will be much faster uh and a bit automated uh and then lastly you can also set uh criteria for UI rules within uh our condition Builder UI um in the past I think you had to write them out uh with like text string um now we have we're using condition uh Builder UI um which will show you uh those um pills so that you can just select and it's a lot more intuitive much more easier configuration uh with app builder overall okay Mobile card Builder there's only been one minor enhancement around the ux quality improvements to make sure that there's just overall compatibility with the Washington release uh there's a lot more updates coming for card Builder very soon in the next release in anude um mobile publishing this is a big one um the first thing I want to mention is the integration into Mobile app builder as I mentioned before you can now access your publishing workflows from within your mobile app builder landing page so huge win in consolidating our tools um and there there's also been a new look and feel refresh to better align with Polaris or next experience um it's embedded a bunch of videos and prerequisites directly on the homepage so that admins now immediately have access to guides and docs as they're getting started we're hoping that this Improvement will reduce troubleshooting calls with with customers and there's just less confusion overall on how to get how to get started but to add to this um there's also been a huge investment in allowing for custom builds to custom types of mobile apps so to provide some context that doesn't make sense so today or before today mobile publishing supported only two Touch of applications you have mobile agent and now mobile right but we've had some customers who where branding was very important to them and we can use um I don't know Disney for example where they might own many businesses within the organization like Disney owns ESPN they own Pixar and Marvel and all those different organizations need their own custom branding the issue is that each one of these businesses might need their own Agent app and they might need their own mobile app it wouldn't make sense for all those businesses just to call it their Disney Agent app or now mobile app right and so they wanted multiple versions of their agents and now mobile app and now this is now becoming possible in Washington um we're now allowing for customers to create as many custom types of apps as as you want um and you also have the flexibility of using both the general public apps in the app stores as well as the Branded custom apps at the same time if you wish um and this was a limitation in Prior releases um I do want to note that uh customers interested in this feature you do have to reach out to your service now uh representative to get a conditional approval we're still in our experimentation phase in which uh we're still onboarding new customers on uh getting them through this workflow but we will have a lot of enement materials coming soon uh onto mobile app Academy actually very very soon but if this is something that's important to you just reach out to your representative to get started um and so what this means for you is um let's see um no I think that's all I wanted to mention so different things to note so you can use both your public apps and custom apps at the same time if you wanted to consolidate to a single app that's totally possible as well if there's no reason for you to have public apps you can just um consolidate all your workflows into one and you don't have to call it agent or now mobile it's just a a custom app that's under your brand name okay um you can also toss out the public apps and just use multiple branded apps as well or you can use the combination of all of them you can use public and custom at the same time uh question uh could customers create custom mobile apps that's public facing and accessible to external users um yeah no that's totally possible just know that there are limitations if you're trying to enable this for external users uh which are documented I I can't pull up all the limitations on top of my head right now but things like um I think it was like attachments that might have been like limited as well as a few other um use cases just look up on our mobile docs you'll you should be able to find that okay moving on to zero trust access this is a new security feature to adapt to your new remote working environment and what this does is it provides the admin to set rules to reduce or restore access and privileges to user based on where they're logging in from so if user were to log in from work they would have full access to all the functions on the mop laab right but if they were logging into their home or a remote site then their user privileges will will be reduced to like readon access or whatever you want to do to control that user um and we actually have specific points within our app where we check for Access change and this would happen anytime that the user logs in or they have to re authenticate to their credentials so that's zero trust access uh which is a platform feature and we are supporting this for mobile uh Dynamic popups this is a new feature that will allow us to prompt end users with po uh with pop-ups that include custom text and actions um it can be triggered from either a button or you can even log in and this popup will appear immediately so it serves as a great use case for like things like uh terms and conditions that was actually one of the most popular use cases for this um feature there are a lot of customers who wanted to generate terms and conditions to new users who were logging in for the first time um and I'll actually demo that at the end of this presentation uh in a couple of features okay uh where to find this reporting uh we will be uploading this onto the now Community YouTube channel critical alerts uh this is a new feature that you can and used to override your users device uh devices Do Not Disturb mode so this is actually a capability um that the end user has to uh Grant permission to be able to turn this on um and really the what the purpose that this serves is there are folks who are always out in the field and they need to always receive notifications but sometimes you turn on do not disturb and for those super sensitive calls or notifications there might be notifications that you want to override they do not deserve uh function and so this feature allows that to happen but for its work the user does need to Grant permission okay and so the engineer won't be able they won't miss out on important notifications that could result in business disruption uh data visualization support So mobile charts will be going through in overhaul in the Washington release this is a feature that we haven't really invested in since Orlando Paris but if you've upgraded to Washington you might have seen a ux Improvement um what we need to go what we need to do going forward is to move all of our configurations to visual designers which is an integration of the next experience report apis and it allows mobile data visual visualizations to take advantage of latest features and Investments going into this moving forward and so what you saw in the past was old types of reports now we're trying to take make use of the next experience reports so what's happening in Washington is that admins will now get an opt-in request um if they would like to use the latest next experience dashboards um and then uh Safe Harbor moving forward statement in uh going forward in Xanadu we will be completely removing the ability to create Legacy reports off the old API um so it's probably going to take a couple releases for folks to get start getting adjusted to the the next experience dashboards but it's if you're currently using dashboards today it's probably a good effort to start adopting the latest next experienced ones and to migrate off your old ones um what are the benefits to using next experience dashboards so there's now going to be a unified configuration experience for both web and W um in which it will be one centralized application uh where you can streamline your development process so if you configure it there once it will roll out to both um we're also supporting a wider range of charts now um as we jump on to the next experience apis um the newest chart coming into Washington will be pie charts so now you can access pie charts as well um we also have compatibility with various data sources such as user experience analytics we also support boom indicator and other custom data sources theming will also be a uh will be applied much easier across mobile and platform charts um by using variables you can customize the look and feel of your mobile dashboards and that configuration will be seamless if you do it once it should apply to both and of course there's going to be accessibility support for IOS as well um as a a question from the audience as a followup to the custom mob app for external users the app will still require authentication correct yes so just like a regular employe or agent would need to log in to exess mobile app the external user will be will also require to authenticate as well uh to my knowledge I don't think there's a way to bypass uh authenticating in to be able to log into your mob app if that's an important use case to you definitely log that into our uh Idea Center or idea uh portal that way our inbound folks can uh have further discussions on it um offline support for now mobile so in Washington we're now providing offline support for the now mobile app um as well as any custom app that gets uh built through mobile publishing um I do want to be careful about what I mean by saying offline support now mobile um let me start by saying you know there are if there are any native screens or components inside your your now mobile app you can now have offline access to those specific screens and workflows um but you know if you have web experiences if you have like a browser app that just points to you know servers now.com we're not making that offline support um you also have experiences buop by the employee experience team things like cataloges KBS um even the uh I'm forgetting which apps they have but there are a lot of web based apps and those will not have offline access so all we're doing is if you have native screens and functions inside your mob blap those will have the ability to be able to turn offline okay great um now assist for FSM field service management this is a this was mobile first step into the world of gen AI in case you're not familiar we did also promote this during knowledge um but field service management was one of the first bued to adopt this feature so now assy for FSM will now generate automatic work order summaries without needing the technician to manually fill out the form um all they need to do now is review and edit their work order before submitting the closure notes and as a result it saves that agent a lot of time for manual entry and really enforce consistent documentation and overall data quality so um this is a feature I'll also demo at the end as well U but just know there will be more beus in the future uh that will eventually adopt this feature um but right now it's just a field service feature um and specifically it's the summarization feature um that you can find on work order tasks as you're working through the task uh now assist a native virtual agent um there's been an investment on the platform side to bring generative AI into virtual agent and we are now supporting the mobile side of this in Washington um Now assistant virtual agent will use llms and generative AI skills to improve the deflection rate and reduce the time that the nlu topic Discovery requires and overall it just enhances the ux by combining uh AI search with chat and as a result there's been an improvement on the Q&A genius results which will always show the user the best possible an to the question um and the card has uh been improved overall as well within the mobile app and it gets displayed uh in the native virtual agent and in the form of actionable cards when you see the results um and we will be we actually covered this in I think it was last month's Academy um we will be uploading that recording very soon okay uh to wrap up uh we have some additional features enhancements mobile Playbook enhancements in Washington we're just closing some gaps in use cases for mobile playbooks that we couldn't achieve in Vancouver and so we added support uh to be able to navigate from a web screen to specific native screens such as virtual agent uh indoor wave finding and the asset lookup screen um offline filters in Washington we added the support for offline filters um it was really just a gap that we're now addressing and so now in offline mode when you access your list screens or whatever screen you should now be able to apply and ACC as your filters on those screens and expansion of record duplication we already covered um workflow Service delivery employee presence so um although this this is a a work uh workflow Service delivery feature uh it is part of Mobile so we'll just highlight it real quick um but that team they're adding a couple of features to improve the app and the our platform team has helped build the native capabilities to make their workflows possible uh the major one being employee presence uh and that feature will allow you to send push notifications to employees whenever they're detected at an office so if there's a key event happen at your location or at your work site you can actually generate a notification that can be sent to those employees with some information on how to navigate there um on campus um in addition uh you'll also be able to see some other colleagues who are in the office with this employee present features all uh Arabic support in Vancouver we uh released the capability support right to left languages and now in Washington we have Arabic support um um accessibility is the Las thing uh you know we're always going to continue to invest in providing accessibility support across all of our mobile users um highlights in Washington include keyboard support adding images and icons as decorative elements and adding accessible names for missing components and that pretty much wraps up our Washington highlights any questions um otherwise I'm going to pull up my mobile phone and I'm going to Dem some of these features so let me share my screen as we wait any questions coming through okay um actually let me share just my mobile since I don't not gener I'm not doing anything on my instance so now you should just be able to see my mobile app okay so the first thing I want to show you is um the mobile pop-ups right so you can generate a popup in a couple different ways so if I open up this critical task um and I were to accept this I have a condition that says uh I want popups to appear when I accept a specific critical task and and it will automatically generate here it says that your shift is going to be ending soon um and you might not have enough time to complete this so I think the condition was you know if um this task has less than however many hours make sure that this prompt gets generated um I'm going to go ahead and accept anyways and that uh popup will disappear okay the second way you can launch or um generate this popup uh is like a terms and conditions use case okay so at upon any login I'm going to log out and relog back in just to show you we'll log in as Teddy Taylor and then hopefully my data reseted um but we should see a popup module in the form of terms and conditions perfect so this is going to you can you can configure any text that appears here as well as any buttons um you know if they don't agree then you can take them to another screen or you can like wipe out all this data um but if I do agree then I'm able to use the mobile app okay so that is popups um another cool feature I want to show you is or summarization feature so as agents are working on their tasks and they get to close complete [Music] um always allow oh this is new for me um but anyways uh it's going to ask for closure notes typically they would manly type it out but instead um hopefully there's enough information on this yeah there's enough information um I think there's a requirement where like there's a minimum character limit to make sure it's able to summarize so it looks like there's a good amount of notes in here um so if I close complete and I tap on generate closure notes it should be able to summarize all that for me in just a few seconds um and we did do an academy on this last month as well if you're interested in the configuration okay so it was able to pull up all this information through the activity stream uh any close your notes and things like that and I can close the task um what else do I want to show uh dashboards so dashboards tab uh you can see that with the latest Washington release the UI has been improved um it should be a lot more legible um as well as pie charts we introduce pie charts uh for mobile support just this release and you can dig into any one of these dashboards um as needed okay uh I think there was one more let me check my notes what did I want to show tation popups login critical alerts um last feature I'll show um how do I trigger this so let's see prepare work order task for critical demo okay so if I open up one of these work order tasks um I'm just going to pretend um there was a notification that was sent to me and let's say that we were on like yeah not only will this still sent to me it should make a loud sound I'm not sure you'll be able to capture through the audio but hopefully and I think if I don't receive it I might have not accepted the uh um the user setting to allow this ah shoot okay so let me just retry that again um sugar critical alert I might need to reset the demo reset the data and then try to pull that again notifications are always funky because they have to be sent to Apple and then Apple send to me so hopefully okay um it might be like a because I'm like displaying my mobile app on my computer and all that but these critical alerts are still sting to me um and what you should experience is like a loud alarm a loud sound along with the vcation that's been sent so I might just not have the rights eer permissions turn not yeah that's that's um it for highlights of our demos any last questions before we wrap up uh I do want to share one last slide before we end today I just want to point out one last time our research panel in case you didn't get a chance to scan our QR barcode uh again this is a huge opportunity for you to directly influence our mobile road maps um we're inviting you to share your thoughts opinions and insight with us through a brief survey if you have a strong opinion for any specific use case or feature um this is the time to be to share that feedback um this will go directly to our product strategy team and uh further discussions kind of go from there um if you're interested in signing up just scan the barcode won't take more than five minutes to sign up and again if you have any questions you can reach out to Caitlyn email below okay any last questions doesn't look like it so we'll wrap up for today um for our next academy uh next month we're going to cover uh a huge update on the mobile app builder side um we're actually we've been working on some gen AI capabilities as well as ways to simplify the list screen creation process um and so we'll show that off next Academy make sure to keep up with our Mob Community site to get the latest updates and thank you all for joining in today and we hope to see you at our next Academy thanks everyone