Create an Assistant for Field Service Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Set up a Now Assist in Virtual Agent to help Field Service technicians summarize work order tasks and find relevant Knowledge Base articles to complete their tasks efficiently from the Mobile Agent® application.

    Before you begin

    Role required: wm_admin

    The Field Service Mobile plugin (com.sn_fsm_mobile) must be installed to use Now Assist in Virtual Agent in mobile.

    About this task

    The Now Assist in Virtual Agent for FSM, available OOTB, enables agents to ask questions and get specific answers found in Knowledge Base articles. It sources the article used to provide the answer and provides the relevant answer found there. By providing immediate access to essential information, the Now Assist in Virtual Agent for FSM enables technicians to resolve issues more swiftly and accurately, ultimately improving service quality and customer satisfaction. This setup is required to see the Now Assist in Virtual Agent for Field Service Mobile Agent® application. The following steps guide you through the process of activating this virtual agent to optimize your Field Service Management.

    To set up and control who has access to the AI agents and the workflows they manage, see Implement access control in Now Assist AI agents.

    Procedure

    1. Navigate to All > Conversational Interfaces > Assistants.
    2. Select Now Assist Virtual Agent for FSM.
      Note:

      If you select one of the default assistants, you might see some inapplicable options. These options are a part of the menu by default and won’t affect your task.

    3. Review each of the seven guided setup steps:

      All of the guided setup steps are preconfigured. No changes are required to complete the setup.Overview page of the guided setup

      Table 1. Guided setup steps
      Guided Setup Steps Description
      Overview In the Add some details section, provide a unique name and description for your Virtual Agent.
      Now Assist Skills Enable Now Assist Q&A and Now Assist topics skills.
      Display Experiences Set the display experience for mobile to Now Assist for FSM.
      Information Sources Select the knowledge table as the information source.
      Branding Set the branding for mobile to Now Assist for FSM.
      Chat Experiences Manage greeting, closing, and fallback messages.
      Review Review your choices and, optionally, test your virtual agent.
    4. Select Continue and Save after reviewing each step.
    5. Select Turn on after the final review step.