Customers expect field technicians to deliver prompt and seamless support for planned and unplanned work. Field service organizations strive to equip their staff with tools and technology that will help them meet customer needs more quickly and effectively. The latest Field Service Management (FSM) enhancements in the Xanadu release harness the power of AI on one platform to enable organizations to reduce field service costs and increase operational efficiency.
Here are the top innovations in the release:
- Now Assist for FSM: Knowledge article generation
- Now Assist for FSM: Prompt configuration for admins
- Now Assist for FSM: Sidebar chat summarization
- Now Assist for FSM: Extended work order task summary
- Opportunity management with field service
- Collaborative mobile sidebar
Now Assist for FSM: knowledge article generation
Field technicians operate in a challenging environment, needing to complete work order tasks quickly and efficiently. Capturing, creating, and maintaining knowledge remains a time-intensive, manual process that delays making resources available to others. In the Xanadu release, ServiceNow delivers knowledge article generation powered by Now Assist – our generative AI (GenAI) technology – to craft articles conversationally using information from the work order task.
With knowledge article generation subject matter experts, dispatchers, and technicians prompt Now Assist to draft a knowledge article based on notes in the work order task. Now Assist then creates an initial knowledge article. All knowledge article processes – including Knowledge Centered Service (KCS) – are maintained, providing for review and revision prior to publication. This enables technicians to swiftly close out a task, document, and distribute helpful knowledge then move on to support other customers.
Now Assist for FSM: prompt configuration for admins
Prompt configuration for admins is an innovation in the Xanadu release that gives field service organizations greater control over Now Assist skills. Field service organizations operate within industry-specific environments and want to design skills tailored to business context. This feature gives administrators the ability to configure prompts in generation of outputs grounded in their organizational understanding of the most relevant metadata.
Currently, ServiceNow sets selected input tables and fields to inform Now Assist prompts. With prompt configuration for admins, organizations can pass additional business-specific fields on the work order task record, including task details, recorded time, asset information, parts usage, and incidentals, into the prompt to improve the generated context of work order task summaries.
Now Assist for FSM: sidebar chat summarization
Dispatchers and technicians often need to revisit conversations to understand customer requests and formulate resolutions. Scrolling, searching, and sifting through prior interactions takes time and effort to digest information from various sources. This leads to delays in supporting customers and may cause costly errors.
Using sidebar chat summarization, dispatchers, qualifiers, and technicians can generate summaries of sidebar chats instantly. This innovation enhances access to pertinent information quickly so field service staff can support customers with solutions that address their issues while improving first time fix rate.
Now Assist for FSM: extended work order task summary
New in the Xanadu release, extended work order task summary includes information from affected products, install base items, assets, and linear assets. Field service technicians need comprehensive access to the right information when undertaking install, maintenance, or break-fix work. This innovation delivers a more complete view of the asset – and its history – requiring support.
Extended work order task summary removes restrictions on fields that can be configured to inform and enhance the summary. For example, rather than having to navigate asset history and manually add it to the work order task, that information can be integrated into the summary prompt. More relevant work order task summaries better equip technicians in the field, improving their efficiency in delivery of customer service.
Opportunity management with field service
Customers view technicians as trusted advisors when they deliver service and provide targeted recommendations while on site. But when technicians identify additional revenue-generating opportunities, they often lack tools to effectively capture and document them from the customer’s location. Opportunities can then go overlooked or eventually forgotten without a process in place to manage them.
Opportunity management with field service, an innovation in the Xanadu release, empowers technicians to create and manage revenue-generating opportunities in the field using the Now Mobile Agent application. The feature provides for detailed information capture, checking for existing opportunities to avoid duplication while tracking sales efforts in real-time. Not only does opportunity management with field service enhance customer support, but it also maximizes the potential for revenue growth by converting location-based insights into actionable sales leads.
Collaborative mobile sidebar
While in the field, technicians need to communicate with dispatchers and subject matter experts to coordinate and complete work. New in the Xanadu release, collaborative mobile sidebar enables technicians to correspond with others natively in the Now Mobile Agent application.
Fragmented interactions hinder effective collaboration, leading to delays in service and resulting in frustration for customers. Centralizing communication eliminates the need for technicians to switch between multiple applications while allowing them to correspond within the context of a task. Keeping communication integrated in the ServiceNow platform through the collaborative mobile sidebar preserves critical dialogue records and accelerates the completion of work through improved collaboration.
These are just a snapshot of the many ServiceNow Xanadu release features for FSM. The innovations provide a range of powerful new functionality to enhance field service delivery with GenAI, accelerate the flow of work across departments, and field service organizations to exceed customer expectations.
For more information, review the release notes, schedule a meeting and demo with your account team, or contact us here.
