Exploring Now Assist for Field Service Management (FSM)

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • 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.
    • The 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.

    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.