0
9.0.3
Australia, Zurich Patch 7, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama, Xanadu Patch 10, Xanadu Patch 9, Xanadu Patch 3, Xanadu
Generative AI
ServiceNow® Now Assist for Field Service Management (FSM) improves the service technician and dispatcher experience with generative AI for sidebar chat, 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 context 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 closure notes, 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:
AI-Powered Summarization & Insights
- Instantly summarize sidebar chats to consolidate information from multiple sources.
- Automate work order summarization to simplify task debriefs and reduce manual effort for field technicians.
- Generate comprehensive task summaries reflective of the following and across activity streams for better process adherence and data accuracy:
- Affected products
- Install base items
- Assets and linear assets
- Related knowledge base articles
Mobile & Conversational Assistance
- Use Now Assist Virtual Agent (NAVA) on mobile for conversational search or quick work order task summaries.
Knowledge Automation
- Allow fulfiller roles to generate draft knowledge base articles with multilingual support and AI-assisted context as tasks are finalized.
Governance & Control
- Match workflows to the best LLM model provider, update skills quickly, and maintain control with built-in governance and monitoring.
- Give administrators better control over skill configuration and prompt tuning.
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
- Parts Manager AI agent: 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.
- Create Work Order from image: Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields.
- Primary action button for Now Assist Virtual Agent: Access Now Assist Virtual Agent from a primary action button in the ServiceNow Agent mobile app navigation bar.
- Voice-to-text input: Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app.
- AI visual indicators: Consistent gradient styles indicate when AI is assisting or augmenting an experience across Workspace, UI16, and mobile interfaces.
- Updated icons in Now Assist Virtual Agent: Updated icons for web search, photo upload, and microphone functions.
Changed
- Create Work Order AI agent performance improvements: Reduced latency and improved response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation.
- 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 : 10.0.3]
- Field Service Management AI agent collection [sn_fsm_ai_agents : 1.0.3]
- 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.
- Agent App version 19.5 is required for both iOS and Android.