Configure Now Assist for Field Service Management (FSM)

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read

    • If you have the admin role, you can configure Now Assist for Field Service Management (FSM) application so that users can generate work order summaries.

    Before you begin

    Role required: admin

    About this task

    Use the Now Assist Admin console to configure Now Assist for FSM. This console contains everything that you need to install the plugins and configure the generative AI skills. For more information about generative AI skills and the Now Assist Admin console, see Now Assist Admin console.

    Table 1. FSM feature in the Now Assist Admin console
    FSM feature Skills
    Work Order Task Summarization Assist Work Order Task Summarization

    The ServiceNow® large language model (Now LLM Service) is currently the only provider for this Now Assist application's skills.

    Procedure

    1. If necessary, install the Now Assist for FSM plugin (sn_fsm_gen_ai).

      For information about the installation process, see Install Now Assist plugins.

    2. Navigate to All > Now Assist Admin > Features to access the Features tab of the Now Assist Admin console.
    3. In the Select product field, select FSM.
    4. Activate and configure the skills for the Now Assist for FSM features.
      These features are grouped under the Customer workflow group. Each feature has its associated skills.
    5. On the Work Order Task Summarization Assist feature card, select View details.
    6. In the All available skills section, select Activate skill.
    7. In the first step of the skill configuration, select the inputs or triggers for the selected skill.

      For information about the inputs and triggers for each skill, see Skill inputs for Now Assist for Field Service Management (FSM).

    8. After you've configured the inputs or triggers for the selected skill, select Save and continue to go to the next step.
    9. In the Define availability section, choose one of the following:
      • Select Skill is always available to enable the skill everywhere it is available.
      • Select Customize skill availability to manually set the conditions for when the skill is available.
    10. After you've configured the availability for the selected skill, select Save and continue to go to the next step.
    11. In the Select Display section, choose from the following:
      • Select In-product to display the skill on the Mobile Agent app.
      • Select Now Assist panel to display the skill in the Now Assist panel.
    12. After you've configured the display for the selected skill, select Save and continue to go to the next step.
    13. In the fourth step of the skill configuration, review your choices and select Activate.
      Your skill is configured.

    What to do next

    To complete the skill activation, you must enable the Generate closure notes UI actions for the Close complete and Close incomplete states. For more information, see Configure the Generate closure notes UI action.