--- sourceDocument: Brazil Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil 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: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read 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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). ## Skills {#exploring-now-assist-fsm__section_esr_ktx_fzb} ServiceNow Otto for FSM includes generative AI skills that enable users to generate summary notes on work order tasks in any state, or generate knowledge articles from closed work order tasks. Work order task summarization : Enables users to generate a task closure summary using pre-configured inputs from the work order task.The work order task summarization skill generates a summary from the following work order task fields: * Description * Short description * Work notes * Additional comments {#exploring-now-assist-fsm__ul_dmb_mvx_fzb} Sidebar summarization : Enables users to summarize Sidebar discussions and save the summary in the work notes. Knowledge generation : Enables an agent to generate a knowledge article from a case after closing the work order task. The knowledge generation skill displays a window that a technician can use to generate a knowledge article based on similar work order tasks. The technician can review it before publishing the knowledge article draft. ## AI agents {#exploring-now-assist-fsm__section_ai_agents_fsm} The ServiceNow Otto for FSM application includes AI agents that automate field service tasks on the platform or on the ServiceNow Agent mobile application. Create work order : Creates a work order using text or an image. The AI agent can be accessed on the platform or on the ServiceNow Agent mobile application. Parts Manager : Tracks and validates parts usage when closing work order tasks. The AI agent analyzes activity notes to update parts statuses and automatically adjusts inventory. ## Example: AI-Generated Work Order Closure Summary {#exploring-now-assist-fsm__section_xf2_z1h_fkc} A technician closes a work order but leaves minimal notes, giving back office teams no useful context for reporting or future repairs. ServiceNow Otto for FSM generates a structured closure summary from work notes, parts usage, and questionnaire responses, reducing typing on mobile while capturing the detail needed for back office reporting and reproducible knowledge. {#exploring-now-assist-fsm__table_yf2_z1h_fkc__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/i8Rb7SQcgKNFA2_hEz54aQ#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/i8Rb7SQcgKNFA2_hEz54aQ#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/kgtl~~GNpbbli6I8Qa6dXQ "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/m3dDHpy6XUWkHIwTb8LwHA "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 a knowledge article from the CSM/FSM Configurable Workspace and classic environment](https://www.servicenow.com/docs/ihueth1yBE9EzVkO1MlyOw "As a technician, 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 Virtual Agent](https://www.servicenow.com/docs/kGIb9FgH~AF6cxxpLPiE~Q#summarize-a-record-using-now-assist-virtual-agent "You can create a summary of a work order task record using the Now Assist 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/FFHwFRm8Y7fbzSbWzJOy2A#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/9lglxtLN9t6si6FaEoVszw "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_yf2_z1h_fkc} ## Agentic AI {#exploring-now-assist-fsm__section_agentic_ai_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/hjNwnBTX9LFvqnbWuF_YmQ "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/2Spq~cl09njT22WXnl6P4g "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/GtuwhIyKReCY~HIrib0ZdA "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/i8Rb7SQcgKNFA2_hEz54aQ#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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) and [Set up AI agents](https://www.servicenow.com/docs/access?context=set-up-na-aia&version=brazil&pubname=brazil-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 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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=aia-role-masking&version=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-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/I8ICoOrKNeNfpRPqSLl9_w "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/Ecxh9TjFT04r0DxHPB2aZg "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=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). For more information, see the [ServiceNow AI documentation](https://www.servicenow.com/docs/access?context=ai-products&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).