Now Assist for Field Service Management (FSM)

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Now Assist for Field Service Management (FSM)

    Now Assist for Field Service Management (FSM) is an AI-powered application designed to optimize field service operations. It helps ServiceNow customers automate and enhance key tasks such as generating summaries for work order tasks and closures, creating knowledge articles from closed tasks, summarizing sidebar discussions and records, enabling conversational search for technician support, and utilizing AI agents to create work orders and manage parts efficiently.

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    Key Features

    • Work Order and Closure Summaries: Automatically produce concise summaries to streamline task management and documentation.
    • Knowledge Article Creation: Generate articles from closed tasks to improve knowledge sharing and reduce resolution times.
    • Sidebar Summarization: Summarize discussions and records to enhance situational awareness for technicians.
    • Conversational Search: Enable technicians to quickly find support through natural language queries.
    • AI Agents: Assist in creating work orders and managing parts to improve operational efficiency.

    Important Considerations

    • Some Now Assist features are unavailable in restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, and self-hosted deployments. Customers should verify feature availability for their region and environment.
    • The application uses AI and machine learning, which may not always provide fully accurate or appropriate outputs. Customers are responsible for validating AI-generated content and applying human oversight, especially in sensitive or consequential areas.
    • Data from customer instances is transferred to centralized ServiceNow environments or third-party cloud providers (e.g., Microsoft Azure) for processing, following ServiceNow’s data handling policies.
    • ServiceNow collects input and output data from the application to improve AI capabilities. Customers can opt out of data collection as described in the Now Assist Opt-Out documentation.

    Getting Started and Support

    To begin using Now Assist for FSM, customers should configure the application according to their operational needs and leverage the generative AI capabilities it offers. For assistance, customers can access ServiceNow Community resources, AI & Intelligence support, Known Error Portal, and contact Customer Service and Support as needed.

    Use the Now Assist 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

    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 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

    AI limitations

    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, which may be updated by ServiceNow.

    Data processing

    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.

    Data collection

    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.

    For more information, see the Now Assist documentation.