Now Assist for Field Service Management (FSM) release notes

  • Release version: Yokohama
  • Updated March 19, 2025
  • 3 minutes to read
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    Summary of Now Assist for Field Service Management (FSM) Yokohama Release Notes

    The Now Assist for Field Service Management (FSM) application integrates generative AI capabilities into ServiceNow FSM to enhance technician productivity and support. The Yokohama release introduces significant improvements, including expanded AI model options, customizable AI skills, and enhanced mobile assistant features. This application requires activation via the Now Assist for FSM plugin and depends on the Field Service Management product.

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    Key Features

    • Expanded AI Model Providers: Supports Google Gemini and Anthropic Claude on AWS alongside Now LLM Service and Azure OpenAI for Now Assist skills and AI agents, broadening AI capabilities and options.
    • Customizable Skills and Prompts: Administrators can clone and customize skills such as Knowledge Base (KB) generation and work order task summarization, including editing prompts via the Now Assist skill kit, allowing tailored AI interactions.
    • Mobile Virtual Assistant: Field Service technicians can access a consistent virtual assistant interface through the FSM mobile app, enabling task summarization and conversational search.
    • Conversational Search: Technicians can ask natural language questions and receive accurate, context-aware answers sourced exclusively from the Knowledge Base, improving on-the-job support.
    • Default Skill Activation: Some Now Assist skills and AI agents are enabled by default for new installations and unconfigured skills during upgrades, streamlining initial setup while preserving existing configurations.
    • Access Control Enhancements: ACLs for AI agents and agentic workflows can be configured via AI Agent Studio to control user access and behavior, supporting secure and appropriate AI interactions.
    • Prompt Header Removal: Work order summarization skills no longer use prompt headers, enhancing compatibility with third-party Large Language Models (LLMs).

    Key Outcomes

    • Improved Technician Efficiency: The virtual assistant and conversational search enable quick, accurate task summaries and knowledge retrieval, reducing time spent navigating tasks and finding information.
    • Flexible AI Integration: Support for multiple AI providers and customizable skills allows organizations to tailor AI functionality to their specific needs and preferences.
    • Simplified Setup and Management: Default skill activation and enhanced ACL configurations help administrators deploy and control AI features effectively while maintaining security standards.
    • Enhanced Mobile Experience: Technicians gain mobile access to AI-powered assistance, ensuring support is available in the field for timely issue resolution.

    Activation and Related Applications

    To use Now Assist for FSM features, activate the Now Assist for FSM plugin within your ServiceNow instance. This application works in conjunction with the Field Service Management product and leverages related capabilities such as the Now Assist Admin Console for setup and monitoring, and Now Assist Skills for generative AI workflows like task summarization and Knowledge Base article creation.

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

    Now Assist for FSM highlights for the Yokohama release

    Yokohama Patch 11
    • Review changes to Now Assist usage measurement.
    • Some Now Assist skills, agents, and agentic workflows are on by default.
    • Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications.
    Yokohama Patch 6
    • Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI.
    • Clone and customize skills.
    • Edit prompts using the Now Assist skill kit.
    Yokohama Patch 3

    • Enable Field Service technicians to access a virtual assistant from the mobile application with Now Assist in Virtual Agent.

    • Use Now Assist in Virtual Agent for mobile to summarize work order tasks.
    • Explore conversational search in the Now Assist panel with results from Knowledge Base articles.

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

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

    New in the Yokohama release

    Yokohama Patch 6
    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.
    Yokohama Patch 3
    Create an Assistant for Field Service Management to do the following:
    • Initiate the Now Assist panel from a work order task record or the My tasks tab.
    • Provide technicians with a consistent and intuitive interface for quick and effortless interaction.
    • Display a summary of work order tasks.
    Use conversational search for technician support to do the following:
    • Enable technicians to ask questions in natural language for quick and clear answers.
    • Enable technicians to receive accurate and reliable responses sourced exclusively from the Knowledge Base.
    • Provide technicians with context-aware follow-ups, including related parts or steps, for better support.

    Changed in this release

    Yokohama Patch 11
    Changes to Now Assist usage measurement
    Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to KB KB2704710: Now Assist Usage - Overview & New Measurement Logic.
    Some Now Assist skills are turned on by default
    The new default behavior works as follows:
    • New customers: When you install a Now Assist product, designated skills are turned on automatically.
    • Existing customers who are upgrading (starting with Yokohama Patch 11): Any previously unconfigured skill is turned on automatically (the skill was never configured and turned on, then turned off again). Previously configured skills that were turned on, then off, remain inactive.
    Configure ACLs for AI agents and agentic workflows
    Configure the access control lists for who can discover and trigger AI agents and agentic workflows in their guided setups in AI Agent Studio. You can determine whether an AI agent or agentic workflow behaves as a dynamic user or as an AI user. You can also specify if an AI agent or agentic workflow can be available to all authenticated users or publicly available.
    Yokohama Patch 6
    Removed prompt headers
    The prompt headers have been removed from the work order summarization skill to support third-party Large Language Models (LLMs). 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 .

    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 to provide 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.