---
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/australia/customer-service-management/csm-mobile-agent-mgr-task.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
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** &gt;**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**&gt;**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/australia/markdown/australia/customer-service-management/install-customer-service-mobile-app.md)