--- sourceDocument: Zurich Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/field-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Field Service Management ft:clusterId : - fsm bundleId : - fsm workflow : - Customer and Industry --- # ServiceNow Otto for FSM # ServiceNow Otto for Field Service Management (FSM) {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow Otto for Field Service Management (FSM) ServiceNow Otto for Field Service Management (FSM) enhances field service operations by integrating AI-powered capabilities into the FSM application. It helps automate and streamline tasks such as generating work order task summaries, closure summaries, and knowledge articles from closed tasks. The application also summarizes Sidebar discussions and records, supports conversational search for technician assistance, and offers AI agents to create work orders and manage parts efficiently. Show full answer Show less ## Key Features * **AI-Generated Summaries:** Automatically create concise summaries for work order tasks and closures, improving documentation quality and reducing manual effort. * **Knowledge Article Creation:** Convert closed task information into knowledge articles to enhance organizational knowledge sharing. * **Conversational Search:** Assist technicians with intuitive, AI-driven search capabilities for quick access to relevant information. * **AI Agents for Workflow Automation:** Utilize AI agents to streamline work order creation and parts management, boosting operational efficiency. ## Usage and Configuration To leverage these capabilities, customers must configure the ServiceNow Otto for FSM application within their environments. It is essential to verify feature availability based on geographic location and data center restrictions, as some Now Assist AI features may be limited or unavailable in certain regions or environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or self-hosted instances. ## Important Considerations * **AI Limitations:** The AI and machine learning models powering this application are evolving and may sometimes produce incomplete or inaccurate outputs. Customers should apply human oversight and conduct thorough testing to ensure outputs meet their accuracy and appropriateness requirements. * **Data Processing:** Customer data is transferred securely from individual ServiceNow instances to centralized environments, potentially involving third-party cloud providers like Microsoft Azure. Data handling complies with ServiceNow's internal policies and compliance standards. * **Data Collection and Privacy:** Inputs, outputs, and edits generated by the application are collected by ServiceNow to improve AI technologies. Customers can opt out of data collection at any time as described in ServiceNow's Now Assist documentation. * **Compliance:** Customers must adhere to ServiceNow's AI Acceptable Use Policy when deploying these AI features. ## Support and Resources Customers can access the ServiceNow Community, AI \& Intelligence resources, Known Error Portal, and Customer Service and Support for assistance with configuration, troubleshooting, and use of the ServiceNow Otto for FSM application. Use the ServiceNow Otto for Field Service Management (FSM) application to enhance field service operations with AI-powered capabilities. Generate work order task summaries, closure summaries, knowledge articles from closed tasks, summarize Sidebar discussions and records, use conversational search for technician support, and leverage AI agents for creating work orders and managing parts. ## Get started {#now-assist-fsm__section_efv_yc5_bzb} |-|-|-| | [ExploreLearn more about ServiceNow Otto for FSM](https://www.servicenow.com/docs/n9AaEtbDVGS~1LQOejUbUQ "With the ServiceNow Otto for Field Service Management (FSM) application, users can generate work order task summaries and knowledge articles from work order task information.") | [ConfigureConfigure the ServiceNow Otto for FSM application to get started](https://www.servicenow.com/docs/XkOPRtQhA7mcy7XaVoQT2w "If you have the admin role, you can configure ServiceNow Otto for Field Service Management (FSM) application so that users can generate work order summaries and knowledge articles, or summarize Sidebar discussions.") | [UseUse generative AI capabilities offered by ServiceNow Otto for FSM](https://www.servicenow.com/docs/5w~jFiQbmVAfttHtlHhTiw "You can use ServiceNow Otto for Field Service Management (FSM) to generate work order task summaries.") | [ ] {#now-assist-fsm__table_iht_hgl_5yb} Important: Some Now Assist products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Please check for availability updates in future releases. Important: Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases. ## Troubleshoot and get help {#now-assist-fsm__section_kfv_yc5_bzb} * [ServiceNow Community AI \& Intelligence](https://www.servicenow.com/community/ai-intelligence/ct-p/ai-intelligence) * [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) * [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) {#now-assist-fsm__ul_lfv_yc5_bzb} ## AI limitations {#now-assist-fsm__section_cbz_1wg_2zb} This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-fsm__p_kv2_nfg_h1c} ## Data processing {#now-assist-fsm__section_dbz_1wg_2zb} This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-fsm__p_lv2_nfg_h1c} ## Data collection {#now-assist-fsm__section_ebz_1wg_2zb} ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect task data (for Case Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US). For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).