Now Assist for Field Service Management (FSM)
Summarize
Summary of Now Assist for Field Service Management (FSM)
Now Assist for Field Service Management (FSM) is a ServiceNow application that leverages generative AI to help users efficiently summarize work order tasks. This functionality enables faster creation of detailed notes, enhancing productivity for field service teams.
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Key Features
- Work Order Task Summarization: Automatically generate concise and informative summaries of work order tasks to streamline note-taking.
- Generative AI Capabilities: Utilize advanced AI models integrated within ServiceNow to improve the accuracy and detail of task summaries.
- Configurable Application: Easily configure Now Assist for FSM to meet your organizational requirements and start leveraging AI-powered assistance quickly.
Important Considerations
- Availability of AI model providers varies by region and deployment environment. Some features may be restricted in certain data centers, such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected, or self-hosted environments.
- Not all AI products and skills are available in regulated markets; customers should review the latest availability updates to determine applicable features.
AI Limitations and Responsible Use
As Now Assist for FSM relies on AI and machine learning, outputs may not always be fully accurate or appropriate. Customers are responsible for validating AI-generated content, exercising human oversight, and not relying solely on AI for critical decisions—especially in sensitive areas like healthcare, finance, legal, employment, security, or infrastructure.
Use of this application requires adherence to ServiceNow’s AI Acceptable Use Policy, which may be updated periodically.
Data Processing and Privacy
- Data from customer instances is transferred to centralized ServiceNow environments, potentially in different geographic regions or third-party cloud providers (e.g., Microsoft Azure), and is managed according to ServiceNow’s internal policies and compliance standards.
- ServiceNow collects inputs, outputs, and edits from the application to enhance AI technologies and models. This includes work order task data and chat transcripts used for summarization and note generation.
- Customers have the option to opt out of future data collection as detailed in the Now Assist Opt-Out documentation.
Support and Troubleshooting
Customers can access support through the ServiceNow Community, AI & Intelligence resources, the Known Error Portal, and direct Customer Service and Support channels.
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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- 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.
Troubleshoot and get help
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 work order task data (for work order task summarization, close notes generation, knowledge generation) and chat transcripts (for chat summarization). 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.