Exploring Now Assist for Field Service Management (FSM)
Summarize
Summary of Exploring Now Assist for Field Service Management (FSM)
The Now Assist for Field Service Management (FSM) application leverages generative AI to enhance efficiency in managing work order tasks. It enables users to generate concise summaries of work order tasks and automatically create knowledge articles from task information. These capabilities help agents close tasks faster, reduce manual effort, and improve the quality of work notes and documentation.
Show less
Note that feature availability depends on your ServiceNow license, region, and data center environment. Some AI models and Now Assist features may be limited or unavailable in certain regulated markets, restricted environments, or in-country SKUs.
Key Features
- Work Order Task Summarization: Generates summaries for work order tasks using key fields such as description, short description, work notes, and additional comments, facilitating quicker task closure.
- Sidebar Summarization: Summarizes discussions from the Sidebar and saves these as work notes to maintain comprehensive records.
- Knowledge Generation: Automatically creates knowledge articles from closed work order tasks by extracting relevant data. Agents can review and publish drafts, saving time on manual content creation.
- AI Agents: Automate specific field service tasks via the ServiceNow platform or Agent mobile app, including:
- Create Work Order: Generates work orders based on text input or images.
- Parts Manager: Tracks and validates parts usage by analyzing activity notes, updating part statuses, and adjusting inventory automatically.
Practical Benefits for ServiceNow Customers
- Accelerate task completion and reduce agent workload by automating summarization and knowledge article generation.
- Improve accuracy and consistency of work order documentation and knowledge management.
- Streamline parts management and inventory updates through intelligent automation.
- Enhance mobile workforce productivity by providing AI assistance on the ServiceNow Agent mobile application.
With the Now Assist for Field Service Management (FSM) application, users can generate work order task summaries and knowledge articles from work order task information.
- Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
- Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the KB0743854 article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.
- Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
- Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. Be sure to check for availability updates in future releases.
Now Assist for Field Service Management (FSM) Overview
The following generative AI capabilities are available:
- Work order task summarization can help agents close tasks faster by generating summaries from work order task information. Automated content entry with Now Assist for Field Service Management (FSM) optimizes summary creation, reducing agent time on the application and providing higher-quality details in the work notes.
- Knowledge generation can help an agent to streamline content creation, An agent can automatically generate knowledge articles by using the relevant data from the work order task record. By not having to generate knowledge articles manually, this feature saves your agents valuable time and effort.
Skills
The Now Assist for FSM application includes generative AI skills that enable users to generate summary notes on work order tasks in any state, or generate knowledge articles from closed work order tasks.
- Work order task summarization
- Enables users to generate a task closure summary using pre-configured inputs from the work order task.
The work order task summarization skill generates a summary from the following work order task fields:
- Description
- Short description
- Work notes
- Additional comments
- Sidebar summarization
- Enables users to summarize Sidebar discussions and save the summary in the work notes.
- Knowledge generation
-
Enables an agent to generate a knowledge article from a case after closing the work order task.
The knowledge generation skill displays a pop-up window that an agent can use to generate a knowledge article based on similar work order tasks and review it before publishing the knowledge article draft.
AI agents
The Now Assist for FSM application includes AI agents that automate field service tasks on the platform or on the ServiceNow Agent mobile application. For more information about setting up and using AI agents, see Using agentic AI in Now Assist for Field Service Management (FSM).
- Create work order
- Creates a work order using text or an image. The AI agent can be accessed on the platform or on the ServiceNow Agent mobile application.
- Parts Manager
- Tracks and validates parts usage when closing work order tasks. The AI agent analyzes activity notes to update parts statuses and automatically adjusts inventory.