Use mobile application to perform agent and manager tasks
Customer service agents manage cases and real-time notifications help in taking immediate action. Customer service managers can approve escalations and perform tasks on major issues with a swipe.
Agents (sn_customerservice_agent) and customer service managers (sn_customerservice_manager) can perform routine actions and approvals effectively anytime and anywhere.
|
Agent tasks |
Action |
Description |
|---|---|---|
|
Accept a case |
Swipe left and tap Accept. |
Accept a case that has been assigned to you. |
|
Add comments to a case |
|
Add information to the case Work Notes or Additional Comments fields. |
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Assign a case to another agent |
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This action is available for unassigned cases. Select to display the Assignment Group and Assigned To fields and make the assignments. |
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Assign a case to yourself |
|
Assign an unassigned case to yourself. |
|
Close a case |
Tap the top menu and select Close Case. |
Select to display the Resolution Code and Resolution Notes fields, which are mandatory fields for completing this action. Enable the check box to add the resolution code to the Additional Comments field. |
|
Edit a case |
Tap the top menu and select Edit Case. |
You can edit the following fields in the Case form:- Short description
|
|
Open a case |
Tap the top menu and select Open Case. |
Open a case and change the state from Awaiting info or Resolved to Open. |
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Propose a case as a major case |
Tap the top menu and select Propose Major Case. |
Propose a case as a major case candidate. Note: This action is available if the Major Issue Management plugin is activated. |
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Propose a solution for a case |
Tap the top menu and select Propose Solution. |
Select to display the Resolution Code and Resolution Notes fields, which are mandatory fields for completing this action. Enable the check box to add the resolution code to the Additional Comments field. |
|
Reassign a case to another agent |
Swipe left and tap Reassign. |
Available for assigned cases. Select to display the Assignment Group and Assigned To fields and change the assignments. |
|
Request more information |
|
Add the request to the Additional Comments field. |
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Search for a case using keywords (role: sn_customerservice_agent or sn_customerservice_manager |
Enter search keyword in the search bar. |
All cases except those in "Closed" state are listed. From the top menu, you can request for information, escalate a case, propose a solution and so on. |
|
Escalate a case (role: sn_customerservice_agent or sn_customerservice.escalation_requester) |
Tap the top menu and select Escalate Case and fill in the required information. |
Enter the following information and click Submit.- Request Source
|
|
View escalation |
Click Escalations tab. |
You can view details of the escalation such as escalation justification and the requester's name. |
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View change request (role: sn_customerservice_agent and sn_change_read) |
Click on Change Request field on the case form. |
The Change Request form view displays details about the schedule, planning, conflicts, and details of the change activity. |
|
Manager tasks |
Action |
Description |
|---|---|---|
|
Approve escalations (role: approver_user)Note: Agents with the approver_user role can also approve escalations and change requests. |
|
Note: When an escalation is raised, users who are part of the group that has permissions to approve are notified. The approvers review and approve them. |
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Review and approve change requests (role: approver_user)Note: Agents with the approver_user role can also approve escalations and change requests. |
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A change request requires team members or a manager to assess the change request. They evaluate the request and approve or reject.Note: When a change request is raised, users who are part of the group that has permissions to approve are notified. The approvers review and approve them. |
--- title: Use mobile application to perform agent and manager tasks description: Customer service agents manage cases and real-time notifications help in taking immediate action. Customer service managers can approve escalations and perform tasks on major issues with a swipe. locale: en-US canonical_url: https://www.servicenow.com/docs/r/customer-service-management/csm-mobile-agent-mgr-task.html release: brazil topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 4 breadcrumb: [Getting started mobile application, Mobile experience for CSM, Schedules and sites, Use, Customer Service Management] --- # Use mobile application to perform agent and manager tasks Customer service agents manage cases and real-time notifications help in taking immediate action. Customer service managers can approve escalations and perform tasks on major issues with a swipe. Agents \(sn\_customerservice\_agent\) and customer service managers \(sn\_customerservice\_manager\) can perform routine actions and approvals effectively anytime and anywhere. <table id="table_mnd_gzg_zlb"><thead><tr><th> Agent tasks </th><th> Action </th><th> Description </th></tr></thead><tbody><tr><td> Accept a case </td><td> Swipe left and tap **Accept**. </td><td> Accept a case that has been assigned to you. </td></tr><tr><td> Add comments to a case </td><td> - Swipe right and tap **Add Comments**. - Tap the top menu and select **Add Comments**. </td><td> Add information to the case **Work Notes** or **Additional Comments** fields. </td></tr><tr><td> Assign a case to another agent </td><td> - Swipe left and tap **Assign**. - Tap the top menu and select **Assign**. </td><td> This action is available for unassigned cases. Select to display the **Assignment Group** and **Assigned To** fields and make the assignments. </td></tr><tr><td> Assign a case to yourself </td><td> - Swipe left and tap **Assign to me**. - Tap the top menu and select **Assign to me**. </td><td> Assign an unassigned case to yourself. </td></tr><tr><td> Close a case </td><td> Tap the top menu and select **Close Case**. </td><td> Select to display the **Resolution Code** and **Resolution Notes** fields, which are mandatory fields for completing this action. Enable the check box to add the resolution code to the **Additional Comments** field. </td></tr><tr><td> Edit a case </td><td> Tap the top menu and select **Edit Case**. </td><td> You can edit the following fields in the Case form:- Short description - Account - Contact - Needs attention - Priority - Product - Asset - Assignment group: selecting an assignment group clears the value in the **Assigned to** field. - Assigned to: if a group is selected in the **Assignment group** field, the list of available users belong to that group. </td></tr><tr><td> Open a case </td><td> Tap the top menu and select **Open Case**. </td><td> Open a case and change the state from **Awaiting info** or **Resolved** to **Open**. </td></tr><tr><td> Propose a case as a major case </td><td> Tap the top menu and select **Propose Major Case**. </td><td> Propose a case as a major case candidate. **Note:** This action is available if the Major Issue Management plugin is activated. </td></tr><tr><td> Propose a solution for a case </td><td> Tap the top menu and select **Propose Solution**. </td><td> Select to display the **Resolution Code** and **Resolution Notes** fields, which are mandatory fields for completing this action. Enable the check box to add the resolution code to the **Additional Comments** field. </td></tr><tr><td> Reassign a case to another agent </td><td> Swipe left and tap **Reassign**. </td><td> Available for assigned cases. Select to display the **Assignment Group** and **Assigned To** fields and change the assignments. </td></tr><tr><td> Request more information </td><td> - Swipe left and tap **Request Info**. - Tap the top menu and select **Request Info**. </td><td> Add the request to the **Additional Comments** field. </td></tr><tr><td> Search for a case using keywords \(role: sn\_customerservice\_agent or sn\_customerservice\_manager </td><td> Enter search keyword in the search bar. </td><td> All cases except those in "Closed" state are listed. From the top menu, you can request for information, escalate a case, propose a solution and so on. </td></tr><tr><td> Escalate a case \(role: sn\_customerservice\_agent or sn\_customerservice.escalation\_requester\) </td><td> Tap the top menu and select **Escalate Case** and fill in the required information. </td><td> Enter the following information and click **Submit**.- **Request Source** - **Reason** - **Escalation Severity** - **Escalation Template** - **Escalation Justification** </td></tr><tr><td> View escalation </td><td> Click **Escalations** tab. </td><td> You can view details of the escalation such as escalation justification and the requester's name. </td></tr><tr><td> View change request \(role: sn\_customerservice\_agent and sn\_change\_read\) </td><td> Click on **Change Request** field on the case form. </td><td> The Change Request form view displays details about the schedule, planning, conflicts, and details of the change activity. </td></tr></tbody> </table><table id="table_jwq_lzg_zlb"><thead><tr><th> Manager tasks </th><th> Action </th><th> Description </th></tr></thead><tbody><tr><td> Approve escalations \(role: approver\_user\)**Note:** Agents with the approver\_user role can also approve escalations and change requests. </td><td> - Navigate to **My Approvals** >**Escalations**. - Tap the top menu or swipe left. - Click **Reject** or **Approve**. </td><td> - Pending approvals are displayed based on the oldest request. - Click the **Approved** tab to check the escalation you approved. **Note:** When an escalation is raised, users who are part of the group that has permissions to approve are notified. The approvers review and approve them. </td></tr><tr><td> Review and approve change requests \(role: approver\_user\)**Note:** Agents with the approver\_user role can also approve escalations and change requests. </td><td> - Navigate to **My Approvals**>**Change Requests** on the case form. - **Approve** or **Reject** the change request that is in Assess state on the Change Requests form. </td><td> A change request requires team members or a manager to assess the change request. They evaluate the request and approve or reject.**Note:** When a change request is raised, users who are part of the group that has permissions to approve are notified. The approvers review and approve them. </td></tr></tbody> </table>**Parent Topic:**[Get started with the Customer Service mobile application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/install-customer-service-mobile-app.md)
| title | Use mobile application to perform agent and manager tasks |
| description | Customer service agents manage cases and real-time notifications help in taking immediate action. Customer service managers can approve escalations and perform tasks on major issues with a swipe. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/csm-mobile-agent-mgr-task.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 4 |
| breadcrumb | Getting started mobile applicationMobile experience for CSMSchedules and sitesUseCustomer Service Management |