Now Assist for Field Service Management (FSM)

  • Release version: Australia
  • Updated May 13, 2026
  • 3 minutes to read
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    Summary of Now Assist for Field Service Management (FSM)

    Now Assist for Field Service Management (FSM) is a ServiceNow application designed to streamline the creation of work order task summaries using generative AI. This capability helps users generate detailed notes more quickly, enhancing productivity in managing field service tasks.

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    Key Features

    • Work Order Task Summarization: Enables users to automatically generate comprehensive summaries for work order tasks.
    • Generative AI Integration: Leverages AI technology to assist in note creation and detail enhancement.
    • Licensing Tiers: Access to features varies by license tier—Foundation (basic AI insights), Advanced (enhanced productivity AI), and Prime (fully autonomous AI with customization options).
    • AI Platform Compatibility: Now Assist integrates with the ServiceNow AI Platform, supporting various AI skills and agentic workflows.

    Important Considerations

    • Feature availability varies by region, data center environment, and licensing. Some AI models and features may be restricted or unavailable in specific environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, or regulated markets.
    • Data processed by Now Assist may be transferred to centralized ServiceNow environments or third-party cloud providers, such as Microsoft Azure, following ServiceNow’s data handling policies.
    • ServiceNow collects input, output, and editing data to improve AI technologies, with customers having the option to opt out of data collection.
    • Users should employ human oversight and validate AI-generated content, especially in sensitive or critical business areas, as AI outputs may not always be fully accurate or appropriate.

    Getting Started and Support

    • Configuration guides are available to enable and customize Now Assist for FSM.
    • ServiceNow Community and Known Error Portals provide troubleshooting resources.
    • Customer Service and Support are accessible for assistance.

    Use the ServiceNow® Now Assist for Field Service Management (FSM) application to summarize work order tasks. You can enable users to generate work order task summaries so that they can create notes faster and with more detail.

    Get started

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.
    The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
    • Foundation: AI basics to deliver insights
    • Advanced: AI to boost productivity across relevant use cases
    • Prime: Act autonomously with all AI assets, and create your own
    For more information, see ServiceNow product tiers.
    For information about AI assets that are available on the ServiceNow AI Platform, see the following topics:
    Important:
    • Not all model providers are available for customers with in-country SKUs, and some Now Assist products/features are currently unavailable for in-country customers. For more information, see the KB1584492 article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.
    • 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. Be sure to check for availability updates in future releases.
    • Some Now Assist products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.
    • Some AI products and skills are not available in Regulated Markets. For more information, see KB2593939: Regulated Markets AI Products/Skills Not Available. 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.