---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/field-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# ServiceNow Otto for FSM

# AI capabilities in Field Service Management {#ariaid-title1}

Release version: Australia  
Updated March 27, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 AI capabilities in Field Service Management

Field Service Management (FSM) on ServiceNow incorporates generative and agentic AI capabilities powered by ServiceNow Otto.
These AI features assist agents, dispatchers, and managers in completing tasks more efficiently and effectively, accelerating work order management and support processes.
The AI capabilities are enabled through the ServiceNow AI Platform and the ServiceNow Otto for FSM plugin, utilizing the Now LLM Service as the primary large language model provider.
Show full answer Show less  
Access to AI features depends on your ServiceNow license tier, which governs the availability of generative AI skills, agentic workflows, and AI agents.

## Generative AI Features

* **Work order task summaries:** Automatically generate summaries and closure notes for work order tasks, accessible via the ServiceNow Agent mobile app and web interface.
* **Sidebar discussion summaries:** Summarize and save sidebar discussions to work notes on both web and mobile platforms.
* **Knowledge article generation:** Automatically create knowledge articles from closed work order tasks using ServiceNow Otto.
* **Record summarization and conversational search:** Obtain quick summaries of records and perform conversational searches of technical documentation directly in the field.
* **Form auto-filling:** Use AI Lens to automatically populate form fields through image capture on the ServiceNow Agent mobile app.

## Agentic AI Features

* **Create work orders:** Generate work orders from text or images on both the web interface and mobile app without manual form entry.
* **Parts validation:** Automatically track and validate parts usage when closing work order tasks, available on both web and mobile interfaces.

## Configuration and Security

To activate AI agents and workflows, install and configure the ServiceNow Otto AI Agents plugin. Multiple AI model providers are supported, including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude, with preferences set via AI Control Tower and AI Admin Hub.

Security for AI agents is enforced through Access Control Lists (ACLs), user identity validation, and role-based access controls. Agentic workflows are read-only by default and employ role masking, requiring proper configuration of security controls to grant user access.

## Availability and Compliance

Certain AI functionalities may be unavailable in restricted environments such as FedRAMP, NSC DOD IL5, Australia IRAP-Protected data centers, self-hosted instances, or specific regions. Customers should verify feature availability according to their deployment and licensing.

## Next Steps and Support

* Install and configure the AI plugins to enable generative and agentic AI features for FSM.
* Configure virtual agent conversations to enhance field service interactions.
* Utilize ServiceNow Community, Known Error Portal, and Customer Support for troubleshooting and assistance.

## Important Considerations

AI outputs are based on machine learning predictions and may not always be fully accurate or appropriate. Customers should validate AI-generated content and maintain human oversight, especially in sensitive or high-impact domains.

Data used by AI features is transferred securely to centralized ServiceNow environments and may involve third-party cloud providers. ServiceNow collects input and output data to improve AI technologies, with customers having the option to opt out of data collection.

Customers must comply with ServiceNow's AI Acceptable Use Policy when using these AI capabilities.  
Field Service Management includes generative and agentic AI capabilities, powered by ServiceNow Otto, that help agents, dispatchers, and managers close tasks faster and work more efficiently.

## AI plugins for Field Service Management {#exploring-now-assist-fsm__section_ai_plugins_fsm}

ServiceNow AI Platform and the ServiceNow Otto for Field Service Management (FSM) plugin (sn_fsm_gen_ai) provide AI capabilities for Field Service Management workflows.

The ServiceNow® large language model (Now LLM Service) is currently the only provider for ServiceNow Otto for FSM skills.  
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](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Generative AI skills {#exploring-now-assist-fsm__section_esr_ktx_fzb}

{#exploring-now-assist-fsm__table_genai_skills_fsm__entry__3}

| Benefit | Feature | Used with |
|-|-|-|
| Close tasks faster by generating a summary from work order task information. | [Generate a work order task summary](https://www.servicenow.com/docs/hnUaIbhQeX~R7EXAl~9viA#generate-wot-summ-fsm "Generate a summary directly from the work order task record.") | ServiceNow Agent (mobile) |
| Generate closure notes directly on mobile when closing a task. | [Generate work order task closure summaries in ServiceNow Agent](https://www.servicenow.com/docs/hnUaIbhQeX~R7EXAl~9viA#generate-close-now-assist-fsm "Generate work order task closure summaries in the ServiceNow Agent app to create detailed notes and close tasks faster.") | ServiceNow Agent (mobile) |
| Summarize a Sidebar discussion and save it to work notes. | [Summarize a Sidebar discussion](https://www.servicenow.com/docs/pFPpu_EmHhdZEA2c89aZ7A "Generate a summary of the Sidebar discussions between agents, dispatchers, and subject matter experts by using the Sidebar summarization skill in the ServiceNow Otto for Field Service Management (FSM) application.") | Web interface |
| Summarize a Sidebar discussion and save it to work notes, from the mobile app. | [Summarize a Sidebar discussion on the ServiceNow Agent application](https://www.servicenow.com/docs/_vnKKlleGxL5IXwVnJFm3w "On the ServiceNow Agent application, generate a summary of the Sidebar discussions between agents, dispatchers, and subject matter experts by using the Sidebar summarization skill in the ServiceNow Otto for Field Service Management (FSM) application.") | ServiceNow Agent (mobile) |
| Generate a knowledge article automatically from a closed work order task. | [Generate knowledge article with ServiceNow Otto](https://www.servicenow.com/docs/92gTLnmfcqoDIm1lUlaxfw "As an agent, generate knowledge articles for closed work order tasks within the CSM/FSM Configurable Workspace and classic environment with ServiceNow Otto.") | Web interface |
| Get an immediate summary of a record without reviewing multiple related records. | [Summarize a record using ServiceNow Otto in Virtual Agent](https://www.servicenow.com/docs/XOgVi_eds2N139sNiyTvoA#summarize-a-record-using-now-assist-virtual-agent "You can create a summary of a work order task record using the ServiceNow Otto in Virtual Agent directly from the ServiceNow Agent application.") | ServiceNow Agent (mobile) |
| Search technical documentation conversationally while in the field. | [Use conversational search for technician support](https://www.servicenow.com/docs/KyiuRPWRlCGAN6DOQ4rnOw#use-conversational-search-for-technician-support "Ask natural language questions and get answers from the Knowledge Base, including related steps and guidance, from the ServiceNow Agent app.") | ServiceNow Agent (mobile) |
| Automatically fill form fields using image capture. | [ServiceNow AI Lens form auto-filler](https://www.servicenow.com/docs/VMTOMwbRb4nMV_dUSnjVhQ "The ServiceNow AI Lens form auto-filler uses AI image recognition to populate form fields from photos that field service technicians capture in the ServiceNow Agent mobile application. Technicians can auto-fill Input Forms and Scripted Input Forms, such as Smart Assessment questionnaires.") | ServiceNow Agent (mobile) |
[ ]

{#exploring-now-assist-fsm__table_genai_skills_fsm}

## Agentic AI {#exploring-now-assist-fsm__section_ai_agents_fsm}

{#exploring-now-assist-fsm__table_agentic_ai_fsm__entry__3}

| Benefit | Feature | Used with |
|-|-|-|
| Create a work order using text or an image instead of filling out a form manually. | [Create a work order](https://www.servicenow.com/docs/o2~HEl8_~WMDBz23wYD1eg "Use ServiceNow Otto for Field Service Management (FSM) to create a work order from a text description or an image of the issue.") | Web interface |
| Create a work order using text or an image, from the mobile app. | [Create a work order on the ServiceNow Agent mobile app](https://www.servicenow.com/docs/_aikxaKNoTE4_1xXxfFQlQ "Create a work order on the ServiceNow Agent mobile application using ServiceNow Otto for Field Service Management (FSM) from a text description or an image of the issue.") | ServiceNow Agent (mobile) |
| Automatically track and validate parts usage when closing a work order task. | [Validate parts](https://www.servicenow.com/docs/YVQ~aCl1sD7J7U4PUYxRtg "Use the Parts Manager AI agent to validate parts usage when closing work order tasks in ServiceNow Otto for Field Service Management (FSM).") | Web interface |
| Automatically track and validate parts usage when closing a work order task, from the mobile app. | [Validate parts on the ServiceNow Agent mobile app](https://www.servicenow.com/docs/hnUaIbhQeX~R7EXAl~9viA#validate-parts-mobile-now-assist-fsm "Use the Parts Manager AI agent to validate parts usage when closing work order tasks on the ServiceNow Agent mobile application using ServiceNow Otto for Field Service Management (FSM).") | ServiceNow Agent (mobile) |
[ ]

{#exploring-now-assist-fsm__table_agentic_ai_fsm}

To install and set up AI agents on your instance, see [Install ServiceNow Otto AI Agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) and [Set up AI agents](https://www.servicenow.com/docs/access?context=set-up-na-aia&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
Note:  
You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude as the AI model provider for all generative AI skills and AI agents. Use the Configuration Controls in [AI Control Tower](https://www.servicenow.com/docs/access?context=ai-model-providers&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to define which options are available, then set the skill-level preferences in the [AI Admin Hub console](https://www.servicenow.com/docs/access?context=manage-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see [Large language models on the ServiceNow AI Platform®](https://www.servicenow.com/docs/access?context=exploring-large-language-models&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

Enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. For more information, see [Implement access control in AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
Important:  
By default, all agentic workflows and AI agent records are read only.

Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=implement-aias-security-new&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select
Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Availability {#exploring-now-assist-fsm__section_availability_fsm}

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.

## What to do next {#exploring-now-assist-fsm__section_what_to_do_next_fsm}

Install and configure the AI plugin to enable generative and agentic AI features for Field Service Management. For more information, see [Configure ServiceNow Otto for Field Service Management (FSM)](https://www.servicenow.com/docs/BhCE9whDqs7_lm1XA2OL3Q "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.") and [Configuring Field Service Virtual Agent Conversations](https://www.servicenow.com/docs/xCf9C3zDUgNG8ImpTBD45g "Predefined Field Service Virtual Agent chatbot conversations enable field service agents to view their work schedule for the day and update their tasks.").

## Troubleshoot and get help {#exploring-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)
{#exploring-now-assist-fsm__ul_lfv_yc5_bzb}

## AI limitations {#exploring-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.{#exploring-now-assist-fsm__p_kv2_nfg_h1c}

## Data processing {#exploring-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).{#exploring-now-assist-fsm__p_lv2_nfg_h1c}

## Data collection {#exploring-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 [AI Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).