Brazil Patch 1, Brazil, Australia Patch 7, Australia Patch 6, 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
- FSM AI Native features now support GEMA model as ServiceNow-hosted option. All FSM AI skills and agents have been updated to support the GEMA model, replacing deprecated April and GPT OSS models. Guardian moderation integrations have been validated for compatibility.
- FSM AI feature gating now supports mixed-SKU customer entitlements. Customers with Pro Plus or Enterprise Plus for FSM retain access to Prime-level AI features even if they hold lower-tier SKUs for other products. Subscription records have been updated to reflect correct product family mappings.
Changed
- FSM AI subscription records updated for Pro Plus / Foundation mixed-SKU mapping. Product Family fields have been populated on all relevant subscription records, ensuring accurate entitlement resolution for mixed-SKU customers.
- FSM AI Native skills migrated from deprecated April and GPT OSS models to GEMA. All skills previously targeting April or GPT OSS now default to GEMA or other supported models, ensuring continued functionality.
Removed
- Sidebar Summarization (FSM) asset subscription record has been removed. The asset subscription record for Sidebar Summarization is no longer available, and associated variable sets are not gated behind FSM Advanced.
- Now LLM LTS Generic provider configs for Work Order Task Summarization have been deprecated. All dormant configurations referencing deprecated LTS models have been deactivated, with no functional gap introduced.
Not applicable for this application version. For more information, please see
Application Runtime Policy
Dependencies:
- ServiceNow Otto for Field Service Management (FSM) [com.sn_fsm_gen_ai : 11.2.1 or later]
- FSM - Foundation [sn_ai_fsm_fdn : 2.2.1 or later]
- ServiceNow Otto for Platform Advanced [sn_ai_plat_adv : 3.1.0 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