Now Assist for FSM release notes

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Now Assist for FSM release notes - Australia Release

    The ServiceNow® Now Assist for Field Service Management (FSM) application integrates generative AI to enhance field service workflows. The Australia release introduces several enhancements to improve productivity, streamline work order management, and deliver a more intuitive AI-driven experience across platform and mobile interfaces.

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    Key Features

    • Parts Manager AI Agent: Automatically tracks and validates parts usage during work order task closures by interpreting activity notes and updating inventory accordingly. Accessible via the Now Assist panel on desktop and the ServiceNow Agent mobile app.
    • Create Work Order from Image AI Agent: Enables creation of work orders by uploading photos of equipment issues. The AI extracts relevant details to populate work order fields, with an option to cancel photo selection.
    • Now Assist Virtual Agent Enhancements:
      • Accessible through a primary action button in the ServiceNow Agent mobile app navigation bar for quick interaction.
      • Voice-to-text input allows users to dictate messages instead of typing.
      • Updated visual indicators with consistent AI gradient styles and animated processing cues across Workspace, UI16, and mobile interfaces.
      • Refined icons for web search, photo upload, and microphone functions improve usability.
    • New AI Model Providers: Support for Google Gemini and AWS Claude expands options for Now Assist skills and AI agents, complementing existing providers like Now LLM Service and Azure OpenAI.
    • Performance Improvements: The Create Work Order AI agent now features reduced latency and streamlined inter-agent communication for faster and more efficient work order creation.
    • Licensing Tiers: The AI Platform offers Foundation, Advanced, and Prime tiers, granting varying levels of access to AI features based on customer entitlements.

    Activation and Requirements

    Now Assist for FSM features require activation of the Now Assist for FSM plugin and depend on the Field Service Management application. Additional setup details are available in the installation documentation.

    Related Applications

    • Now Assist: Provides AI-driven productivity enhancements, self-service, and intelligent recommendations across workflows.
    • Now Assist Admin Console: Centralizes configuration and monitoring of Now Assist features.
    • Now Assist Skills and AI Agents: Deliver specialized AI capabilities such as work order task summarization and automated field service tasks.

    Benefits for ServiceNow Customers

    This release empowers ServiceNow FSM customers to leverage AI for automating routine field service tasks, improving accuracy in parts tracking, accelerating work order creation from images, and enhancing user interactions via mobile. The integration of voice input and streamlined navigation reduces friction for field agents, while expanded AI model options and performance improvements ensure a responsive and flexible experience aligned with organizational AI licensing entitlements.

    The ServiceNow® Now Assist for FSM application brings generative AI to Field Service Management. Now Assist for FSM was enhanced and updated in the Australia release.

    Now Assist for FSM highlights for the Australia release

    • Track and validate parts usage during work order task closure with the Parts Manager AI agent.
    • Create work orders from images by uploading photos of equipment issues through the Now Assist panel or ServiceNow Agent mobile app.
    • Access Now Assist Virtual Agent from a primary action button in the mobile app navigation bar.
    • Use voice-to-text input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app.
    • Experience updated visual indicators with consistent AI gradients across platform, workspace, and mobile interfaces.

    See Now Assist for Field Service Management (FSM) for more information.

    Important:
    Now Assist for FSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Australia release

    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

    Depending on your entitlements, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.

    AI agent: Parts Manager
    Track and validate parts usage when closing work order tasks. The Parts Manager AI agent interprets activity notes to update parts statuses and automatically adjusts inventory when tasks are closed. The AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app.
    AI agent: Create Work Order from image
    Create work orders by uploading photos of equipment issues. The AI agent extracts relevant information from the image to populate work order fields. A cancel option is available when selecting photos from the camera or photo library.
    Voice-to-text input in Now Assist Virtual Agent
    Use voice input when interacting with Now Assist Virtual Agent in the ServiceNow Agent mobile app. Tap the microphone icon to dictate messages instead of typing.
    New third-party AI model provider options available for all Now Assist applications
    Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.

    UI changes

    Primary action button for Now Assist Virtual Agent
    Access Now Assist Virtual Agent from a primary action button in the ServiceNow Agent mobile app navigation bar. Administrators can configure this button to launch Now Assist Virtual Agent or another global function. When configured for Virtual Agent, tapping the button opens Now Assist without additional navigation steps.
    AI visual indicators
    Consistent gradient styles indicate when AI is assisting or augmenting an experience. Gradients appear across AI-powered features in Workspace, UI16, and mobile interfaces. Gradients subtly animate during AI processing and return to a static state when complete.
    Updated icons in Now Assist Virtual Agent
    The Now Assist Virtual Agent interface includes updated icons for web search, photo upload, and microphone functions.

    Changed in this release

    Create Work Order AI agent performance improvements
    The Create Work Order AI agent was optimized to reduce latency and improve response times. Inter-agent communication was streamlined to minimize redundant processing during work order creation.

    Activation information

    Now Assist features are available with activation of the Now Assist for FSM plugin. For more information, see Install Now Assist plugins.

    Additional requirements

    The Now Assist for FSM application requires Field Service Management.

    Related ServiceNow applications and features

    Now Assist
    Improve the productivity and efficiency in your organization, deliver better self-service, recommend actions, provide answers, and empower your users to search more effectively.
    Now Assist Admin console
    Use the Now Assist Admin console that provides you with quick and effortless access to the important information that you need to set up, configure, and monitor Now Assist applications and features.
    Now Assist skills
    Use the Now Assist products to provide generative AI skills to meet the needs of users in different workflows, including work order task summarization and Knowledge Base article generation.
    AI agents for Field Service Management
    Use AI agents to automate field service tasks such as parts management and work order creation.