---
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


---

# Create an Assistant for FSM

# Create an Assistant for Field Service Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Set up ServiceNow Otto in Virtual Agent to help Field Service technicians summarize work order tasks and find relevant Knowledge Base articles to complete their tasks efficiently from the Mobile Agent® application.

## Before you begin

Role required: wm_admin

The Field Service Mobile plugin (com.sn_fsm_mobile) must be installed to use the ServiceNow Otto
Virtual Agent in mobile.

## About this task

The ServiceNow Otto
Virtual Agent for FSM enables agents to ask questions and get specific answers found in Knowledge Base articles. It sources the article used to provide the answer and provides the relevant answer found there. By providing immediate access to essential information, the ServiceNow Otto
Virtual Agent for FSM enables technicians to resolve issues more swiftly and accurately, ultimately improving service quality and customer satisfaction. This setup is required to see the ServiceNow Otto
Virtual Agent for Field Service
Mobile Agent® application. The following steps guide you through the process of activating this virtual agent to optimize your Field Service Management.

To set up and control who has access to the AI agents and the workflows they manage, 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).

## Procedure

1. Navigate to AllConversational InterfacesAssistants.
2. Select ServiceNow Otto Virtual Agent for FSM.  
   Note:  
   If you select one of the default assistants, there can be some inapplicable options. These options are a part of the menu by default and won't affect your task.
3. Select the Settings tab.
4. Review the guided setup steps.  
   All of the guided setup steps are preconfigured. No changes are required to complete the setup.
   {#activate-virtual-agent-for-field-service-management__table_mtv_bwt_bfc__entry__2}

   | Guided Setup Steps | Description |
   |-|-|
   | Basic details | In the Add some details section, provide a unique name and description for your Virtual Agent. |
   | Agentic support | Enable the virtual assistant to use AI agent skills and agentic orchestration. |
   | Display Experiences | Set the display experience for mobile to ServiceNow Otto for FSM. |
   | Branding | Set the branding for mobile to ServiceNow Otto for FSM. |
   | Additional chat features | Enable or disable additional chat features, such as web search, response streaming, document uploads, closed chats, and voice input. |
   | Chat experience | Manage greeting, closing, and fallback messages. |
   | Response feedback | Enable response feedback from the user when they rate a response. |
   [Table 1. Guided setup steps]

   {#activate-virtual-agent-for-field-service-management__table_mtv_bwt_bfc}
5. **Optional:** After all the details are provided, select Test assistant to preview how the agent will work.
6. Select Save to save the inputs.
7. Select Activate to activate the virtual agent.

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