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.