0
2.0.9
Australia Patch 5, Australia Patch 3, Australia Patch 1
Generative AI
FSM - Advanced activates enhanced AI capabilities for customers on the Advanced AI Native subscription. It builds on FSM - Foundation and works alongside Now Assist for Field Service Management to deliver a broader set of AI skills and agentic workflows for field service teams.
This tier includes Work Order Task Summarization, Knowledge Article Generation to automatically draft KB articles from completed work orders, and Sidebar Chat Summarization for contextual AI assistance during dispatcher conversations. It also includes two AI agents: the Create Work Order Agent, which handles work order creation from text and images, and the Parts Manager AI Agent, which detects part usage within work notes and updates the status of all used, removed, or unused parts automatically.
AI-Powered Summarization & Knowledge (Skills)
- Work Order Task Summarization: Automatically generate concise summaries of work order tasks to reduce manual review effort.
- Allow fulfiller roles to generate draft knowledge base articles with multilingual support and AI-assisted context as tasks are finalized.
- Generate sidebar chat summaries to acquire necessary context immediately and efficiently schedule and prepare tasks for completion.
Agentic AI
- Create work orders from text in the Now Assist Panel (NAP) and Now Assist Virtual Agent (NAVA).
- Create work orders from images in the Now Assist Panel (NAP) and Now Assist Virtual Agent (NAVA).
- Track and validate parts usage when closing work order tasks. The AI agent interprets activity notes to update parts statuses and automatically adjusts inventory at task closure.
New
- Fluent based development support added.
Changed
- ServiceNow Otto is the new Al experience brand. This change is reflected in the name of ServiceNow products, including Field Service Management. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features.
Fixed
- None
Removed
- None
Dependencies:
- ServiceNow Otto for Field Service Management (FSM) [com.sn_fsm_gen_ai : 11.0.6 or later]
- FSM - Foundation [sn_ai_fsm_fdn : 2.0.9 or later]
- ServiceNow Otto for Platform Advanced [sn_ai_plat_adv : 2.2.0 or later]
Note:
- Plugin Field Service Mobile [com.sn_fsm_mobile] is needed for the AI agent flow in Mobile.
- Store app Field Service Contractor for Mobile [com.snc.fsm_ext_mobile V3.0 or higher] is required for the contractor flow.
- NAVA features are supported only for Field Service Mobile.
- Latest agent App version is required for both iOS and Android.
None