Exploring Now Assist for Field Service Management (FSM)

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    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 Exploring Now Assist for Field Service Management (FSM)

    The Now Assist for Field Service Management (FSM) application leverages generative AI to enhance agent productivity by automating the creation of work order task summaries and knowledge articles. It also provides a sidebar summarization feature that captures critical discussions among agents, dispatchers, and subject matter experts, helping to document important details efficiently. These capabilities are accessible via the Mobile Agent app and integrate with Virtual Agent to streamline workflows.

    Show full answer Show less

    Key Features

    • Work Order Task Summarization: Automatically generates task closure summaries using key work order task fields such as Description, Short Description, Work Notes, and Additional Comments, helping agents close tasks more quickly with higher-quality notes.
    • Knowledge Generation: Enables agents to create knowledge articles directly from closed work order tasks by reviewing AI-generated drafts based on similar tasks, saving time by reducing manual content creation.
    • Sidebar Discussion Summarization: Allows agents to summarize ongoing conversations with dispatchers and experts anytime using a quick action, share these summaries to work notes, and provide feedback, ensuring important information is accurately captured and easy to access later.
    • Now Assist in Virtual Agent: Provides a virtual assistant accessible through the Mobile Agent app that can quickly summarize work order tasks and offer conversational search capabilities to retrieve relevant knowledge base answers and related steps, improving on-the-go support.
    • Guided Setup for Virtual Agent: Administrators can efficiently deploy Now Assist in Virtual Agent for FSM with configuration options for features, skills, and knowledge sources such as catalogs and knowledge bases.

    Practical Benefits for ServiceNow Customers

    • Speeds up task closure and documentation by automating summary creation, reducing manual effort for agents.
    • Improves the quality and consistency of work notes and knowledge articles, supporting better knowledge sharing and reuse.
    • Captures critical discussion details in real-time, ensuring important information is not lost and enhancing collaboration.
    • Enhances mobile agent productivity by integrating AI-powered summarization and knowledge retrieval directly in the Mobile Agent app.
    • Simplifies deployment and customization of AI-driven assistance with guided setup for Virtual Agent tailored to FSM needs.

    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. The sidebar summarization feature also helps agents quickly capture and document important discussions.

    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.
    • Sidebar summary captures discussions between agents, dispatchers, and subject matter experts, and can be posted to the work notes. Agents can quickly summarize the sidebar discussion at any point during the conversation using the Summarize quick action, ensuring that all important details are accurately documented and easily accessible for future reference.
    • Now Assist in Virtual Agent enables agents to access a virtual assistant to quickly summarize work order task records from the Mobile Agent application.
    • Conversational search provides agents with quick, accurate answers to questions from the Knowledge Base, including additional information and related steps for effective assistance via the Mobile Agent app.

    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
    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.

    Sidebar discussion summarization
    Provides agents with a summary of their discussions with dispatchers and subject matter experts.
    The sidebar discussion summarization skill enables agents to:
    • Summarize the Sidebar discussion at any point during the discussion using the Summarize quick action.
    • Share the Sidebar discussion to the work notes.
    • Provide feedback for the summary.

    Now Assist in Virtual Agent for Field Service

    Now Assist in Virtual Agent for Field Service Management guided setup can reduce the time and effort needed to deploy Now Assist in Virtual Agent for mobile. Your administrators can configure features and skills as well as sources of information such as knowledge bases and catalogs. For more information, see Create an Assistant for Field Service Management.