0
5.0.0
Yokohama, Xanadu Patch 3, Xanadu, Washington DC Patch 3, Washington DC, Vancouver Patch 7
ServiceNow® Now Assist for Field Service Management (FSM) improves the service technician and dispatcher experience with generative AI for knowledge article creation, sidebar chat and work order summarization, and closure note generation which simplifies the completion and documentation of work.
Quickly draft knowledge articles in multiple languages with AI contextual support to provide technicians with useful information, minimizing research time and reducing service durations.
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 analysis across activity streams, parts, incidentals, and more to generate accurate and detailed work order summaries, fostering a culture of excellence in field service operations.
Key features:
- As tasks are finalized, fulfiller roles are enabled to generate a draft knowledge base article.
- Enable dispatchers, qualifiers, and reviewers to generate summaries of related knowledge base articles.
- 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.
- Allow administrators to better control skill configuration and prompt tuning.
- Create knowledge drafts with multilingual support and write using AI-assisted context.
- New capability for knowledge generation for multi-language support
- Now Assist Context Menu [NACM] support in Knowledge generation
- 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 : 6.0.0]
- 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
- Agent App version 18.4 is required for both iOS and Android