Now Assist for Field Service Management (FSM)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Now Assist for Field Service Management (FSM)

    The ServiceNow® Now Assist for Field Service Management (FSM) application allows users to efficiently summarize work order tasks, enhancing note-taking with speed and detail. It leverages generative AI capabilities to support users in creating comprehensive task summaries.

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    Key Features

    • Generative AI capabilities for quick and detailed work order task summaries.
    • Configuration options to tailor the application according to user needs.

    Be aware that some features may not be accessible for customers in certain environments, including FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers. Availability updates will be provided in future releases.

    Key Outcomes

    By utilizing Now Assist for FSM, customers can expect improved efficiency in documenting work orders, allowing for faster service delivery and better management of field activities. However, users should maintain human oversight over AI-generated outputs and evaluate their accuracy for their specific use cases, especially in sensitive areas.

    Data processing involves transferring information to centralized environments, governed by ServiceNow's internal policies. Users have the option to opt out of data collection to enhance privacy as detailed in the Now Assist documentation.

    Use the ServiceNow® Now Assist for Field Service Management (FSM) application to summarize work order tasks. You can enable users to generate work order task summaries so that they can create notes faster and with more detail.

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    Important:
    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. Please check for availability updates in future releases.

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    AI limitations

    This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Further, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by ServiceNow’s AI Acceptable Use Policy, which may be updated by ServiceNow.

    Data processing

    This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our CORE Compliance Portal.

    Data collection

    ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect task data (for Case Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the Now Assist Opt-Out page.

    For more information, see the Now Assist documentation.