Now Assist for FSM release notes

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Now Assist for FSM Release Notes

    The ServiceNow® Now Assist for FSM application has been enhanced in the Zurich release, integrating generative AI into Field Service Management. This update introduces several new features aimed at improving productivity and efficiency for users in managing work orders and utilizing AI capabilities effectively.

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    Key Features

    • Parts Manager AI Agent: Track and validate parts usage during work order task closures, automatically adjusting inventory based on activity notes.
    • Create Work Order from Image: Users can create work orders by uploading photos of equipment issues, allowing the AI to extract relevant information.
    • Now Assist Virtual Agent Access: A primary action button in the mobile app enables easy access to the Now Assist Virtual Agent, configurable by administrators.
    • Voice-to-Text Input: Utilize voice input for interacting with the Now Assist Virtual Agent by tapping the microphone icon.
    • Create Work Order AI Agent: Initiate work orders using AI to process written descriptions, available on both the platform and mobile app.
    • Third-Party AI Model Options: Integrate new AI model providers like Google Gemini and AWS Claude alongside existing options.
    • Custom Template Support: Admins can clone and customize KB generation and work order task summarization skills.
    • UI Enhancements: Updated icons, AI visual indicators, and a new Coral theme improve user interface and experience.

    Key Outcomes

    With these enhancements, ServiceNow customers can expect improved operational efficiency, streamlined work order management, and better user engagement through AI-driven tools. The activation of the Now Assist for FSM plugin is required to access these new features, ensuring that users can leverage AI capabilities to facilitate their workflows effectively.

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

    Now Assist for FSM highlights for the Zurich 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.
    • Enhance your productivity with the Create Work Order AI agent, which allows users to initiate work orders using AI to process descriptions from text.

    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 Zurich release

    AI agent: Parts Manager
    Track and validate parts usage when closing work order tasks. The Parts Manager AI agent analyzes 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.
    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.
    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.
    AI agent: Create Work Order
    You can leverage AI to create work orders from a written description of the issue. The Create Work Order AI agent is available through the Now Assist panel on platform and through the ServiceNow Agent mobile app.
    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.
    Custom template and custom prompt support
    As an admin, you can clone the KB generation skill and customize the input fields. You can also clone the Work order task summarization skill, then access the skill in the Now Assist skill kit, and update the prompts.

    UI changes

    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.
    Coral theme
    Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences.

    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.
    Removed prompt headers
    The prompt headers have been removed from the work order summarization skill to support third-party large language models. You can now customize prompts via a hyperlink to the Now Assist skill.

    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.