Overview

Now Assist for Field Service Management (FSM) brings AI-powered assistance to field service technicians through the ServiceNow Agent mobile application. The FSM experience can provide conversational assistance and AI agents for common field-service activities such as creating work orders, validating parts, and summarizing work order tasks. Availability depends on the ServiceNow release, licensing, roles, and installed plugins.

Prerequisites

• The Field Service Mobile plugin (com.sn_fsm_mobile) must be installed to use Now Assist in Virtual Agent on mobile.
• For the FSM Now Assist configuration, the wm_admin role is required.
• For the Create Work Order AI agent, users need an applicable FSM role such as wm_qualifier, wm_dispatcher, or wm_agent.
• AI-generated results should be reviewed for accuracy before they are submitted or confirmed.

Step 1: Install the Required Plugins

Before enabling the mobile experience, make sure the required Now Assist and FSM components for your implementation are installed.

1. Navigate to All > System Applications > All Available Applications > All.
2. Search for and install the required application/plugin for your implementation, such as ServiceNow Otto for Field Service Management.
3. Ensure the ServiceNow Otto for Virtual Agent plugin is active.

 

Step 2: Configure the Now Assist Assistant

Configure the Now Assist Virtual Agent for FSM and map its display experience to the ServiceNow Agent mobile application.

1. In the filter navigator, type Conversational Interfaces and select Assistants. Click Manage assistants.
2. Open the assistant that contains the FSM Now Assist capabilities, such as Now Assist Virtual Agent for FSM , and select Edit.

 

1. Scroll to the Review Display Experience related list.
2. Select Mobile Apps.

 

 

1. Use the Add search widget drop-down to select the required mobile search widgets and add the appropriate chat launcher function.

 

1. Select Activate at the top of the assistant configuration.

 

Step 3: Configure FSM AI Agents

The following AI agents can be made available in the ServiceNow Agent mobile application, depending on the installed features and your license:

Create Work Order AI agent: Creates a work order from a technician's text description or an uploaded image of an issue, extracting relevant information to populate work order fields.

Parts Manager AI agent: Analyzes work notes and work order task details to identify parts used, removed, or not used, then updates part statuses summary in the form of work notes.

Work Order Task Summarization: Generates a concise task closure summary from fields such as short description, description, work notes, and additional comments to reduce manual documentation.

Configure the Create Work Order AI Agent

The Create Work Order AI agent is not activated by default and must be configured for the required mobile experience.

1. Navigate to All > AI Agent Studio > Create and manage > AI Agent.

 

1. Select Create work order.
2. Select Select channels and status.
3. Enable Allow for the Virtual Agent assistants.
4. In Chat assistants, select Now Assist Virtual Agent for FSM.

 

1. Select Save and test.

Result: The Create Work Order AI agent appears in the ServiceNow Agent mobile application. A technician can trigger it by asking Now Assist to create a work order or by selecting Create work order.

 

Configure the Parts Manager AI Agent

The Parts Manager AI agent helps technicians validate parts usage when closing work order tasks.

1. Open the required work order task from My Tasks in the ServiceNow Agent mobile application.
2. Add comments or work notes describing the parts used during the task.
3. Open Now Assist from the navigation bar.
4. Ask Now Assist to validate parts for the work order task.
5. Review the validated parts summary and confirm the result.
6. Select Submit to complete the validation.

Result: The Parts Manager AI agent presents a summary of parts used, removed, and not used. After confirmation, the relevant part statuses and inventory are updated.

Work Order Task Summarization

Now Assist for FSM can generate a task closure summary using information from the work order task, including the short description, description, work notes, and additional comments.

Result: The AI-generated summary helps technicians document task completion more quickly and consistently. Review the generated content before using it as final documentation.

Notes

• Review AI-generated work order fields and summaries for accuracy before submitting or confirming them.
• AI capabilities and available agents depend on your ServiceNow release, licensing, roles, installed applications, and environment configuration.
• Configure appropriate access controls and roles before exposing AI agents to technicians.

 

Mobile Experience

After configuration, technicians can access Now Assist from the mobile application. The mobile experience can expose actions such as Create work order, Validate parts, and Summarize a record.