Brazil Patch 1, Brazil, Australia Patch 7, Australia Patch 6, Australia Patch 5, Australia Patch 3, Australia Patch 1, Australia, Zurich Patch 12, Zurich Patch 10, Zurich Patch 8, 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
Generative AI
ServiceNow® ServiceNow Otto 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.
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 across activity streams, covering the following, for better process adherence. and data accuracy:
- Affected products
- Install base items
- Assets and linear assets
- Related knowledge base articles
Mobile & Conversational Assistance
- Use 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 ServiceNow Otto Panel (NAP) and ServiceNow Otto Virtual Agent (NAVA).
- Create work orders from images in the ServiceNow Otto Panel(NAP) and ServiceNow Otto 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
- Required plugins and products:
- Work Order Management [com.snc.work_management]
- Mobile Gen AI [com.glide.sg.gen_ai]
- Dependencies:
- ServiceNow Otto for Platform [sn_genai_platform : 13.1.0 ]
- Field Service Management AI agent collection [sn_fsm_ai_agents : 4.2.1 ]
- FSM Scheduling AI Agent Collection [sn_fsm_schd_agent : 2.0.4 ]
- 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.