ServiceNow® Now Assist for Field Service Management (FSM) improves the service technician and dispatcher experience with generative AI for sidebar chat and work order summarization, closure note generation and knowledge article creation which simplifies the completion and documentation of work.
Generate sidebar chat summaries to minimize time spent searching and sifting through conversation histories and instead acquire necessary information immediately to efficiently schedule and prepare tasks for completion.
Access all activity, parts, and incidental data on mobile to review and summarize work at any point in the process, increasing productivity and saving valuable time for field service teams and technicians.
Leverage comprehensive data analyses across activity streams, parts, incidentals, and more to generate accurate and detailed work order summaries, fostering a culture of excellence in field service operations.
Quickly draft knowledge articles in multiple languages with AI contextual support to provide technicians with useful information, minimizing research time and reducing service durations.
Key features:
- Summarize sidebar chats instantly to understand information from various sources quickly.
- Simplify task debriefs with automated work order summarization, reducing manual effort for field technicians.
- Enhance data entry on mobile devices, ensuring a seamless and efficient user experience for field resources.
- Increase process adherence and data accuracy by leveraging generative AI for comprehensive task summaries across activity streams.
- Enable dispatchers and qualifiers to generate summaries that include affected products and install base items, assets, and linear assets.
- Use mobile Now Assist Virtual Assistant to engage in conversational search or summarize work order tasks for technicians.
- As tasks are finalized, fulfiller roles are enabled to generate draft knowledge base articles with multilingual support and write using AI-assisted context.
- Enable dispatchers, qualifiers, and reviewers to generate summaries of related knowledge base articles.
- Allow administrators to better control skill configuration and prompt tuning.
Enable Field Service technicians to access a virtual assistant from the mobile application with Now Assist Virtual Agent.
Use Now Assist Virtual Agent for mobile to summarize work order tasks.
Explore conversational search in the Now Assist panel with results from Knowledge Base articles.
Now Assist Virtual Assistant (NAVA) in FSM Mobile for Task Summarization
Initiate the NAVA panel from a work order task record or the My tasks tab.
Provide technicians with a consistent and intuitive interface for quick and easy interaction.
Display a summary of work order tasks.
Conversational search in NAVA
Enable technicians to ask questions in natural language for quick and clear answers.
Allow technician to receive accurate and reliable responses sourced exclusively from the Knowledge base.
Provide technicians with context-aware follow-ups, including related parts or steps, for better support.
Now assist Context Menu [NAcm] for Work order tasks
The record summarization skill is enabled with NAcm capabilities. The NAcm animated icon is located in the Work Notes and Comment fields of the record. Clicking on the NACM icon initiates a call to the large language model (LLM), and the response is displayed in a modal window.
You can Elaborate or Shorten responses, to modify the generated response. The sparkle icon reappears when a part or the entire portion of the generated text is selected, providing a menu with options for elaborating or shortening. The selected and modified text will be replaced with the new text returned from the LLM call, while the unselected text remains unchanged. You can then paste the final generated text after applying any number of iterations of regeneration or quick actions, back into the field from which the text creation call was initiated.
- Required plugins and products:
- Work Order Management [com.snc.work_management]
- Mobile Gen AI [com.glide.sg.gen_ai]
- Dependencies:
- Now Assist for Platform [sn_genai_platform : 8.0.0]
- Note:
- Plugin Field Service Mobile [com.sn_fsm_mobile] is needed to test the Agent flow in Mobile
- Store app Field Service Contractor for Mobile [com.snc.fsm_ext_mobile V3.0 or higher] is required to test the contractor flow
- NAVA features will be supported only for Field Service Mobile.
- Agent App version 19.5 is required for both iOS and Android