Combined Now Assist for Field Service Management (FSM) release notes for upgrades from Xanadu to Zurich

zurich Combined Product Files

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zurich Combined Product Files

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Combined Now Assist for Field Service Management (FSM) release notes for upgrades from Xanadu to Zurich

Release version: Zurich

Updated August 11, 2026

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Summary of Combined Now Assist for Field Service Management (FSM) Release Notes for Upgrades from Xanadu to Zurich

This consolidated guide provides ServiceNow customers with an integrated view of release notes for Now Assist for Field Service Management (FSM) from the Xanadu through the Zurich release families. It is designed to help you prepare for upgrades by summarizing new features, changes, and important upgrade considerations across these versions.

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Note that the Zurich release itself contains no new updates or changes to Now Assist for FSM, but prior releases introduced significant enhancements and modifications you should be aware of.

New Features

Xanadu Patch 1 and Patch 3: Introduced generative AI capabilities to create and rewrite knowledge articles directly from work order tasks, accelerating issue resolution. Multilingual support was added for generating articles in multiple languages. Sidebar discussions can now be summarized using AI.
Yokohama Patch 3 and Patch 6: Added a virtual assistant panel accessible from work orders or task lists, providing technicians with conversational search powered by Knowledge Base articles. Technicians receive context-aware, natural language support, including related parts and steps. New third-party AI model providers (Google Gemini, AWS Claude) were introduced alongside existing AI services. Administrators can clone and customize skills and prompts for tailored AI interactions.

Changes

Yokohama Patch 11: Now Assist usage measurement changed from a 365-day look-back model to a burn-down model resetting on contract anniversary, affecting how consumption is tracked. Some skills are now enabled by default, particularly for new customers or previously unconfigured skills upon upgrade. Previously configured but deactivated skills remain off.
Yokohama Patch 6: Prompt headers were removed from work order summarization skills to improve compatibility with third-party Large Language Models. Custom prompt editing is now supported via hyperlink to the Now Assist skill kit.

Activation and Requirements

Activation of Now Assist for FSM features requires enabling the Now Assist for FSM plugin, consistent across all releases from Xanadu onward.
The application depends on having Field Service Management installed and operational.

Additional Notes

No features or functionality were removed or deprecated from Xanadu through Zurich.
No updates were made to browser compatibility, accessibility compliance, or localization requirements during these upgrades.
Highlight information stresses the value of generative AI for knowledge article creation and task summarization, plus expanded AI model provider options and enhanced virtual assistant capabilities for technicians in the Yokohama releases.

Practical Implications for ServiceNow Customers

Upgrading Now Assist for FSM from Xanadu through Yokohama to Zurich enables you to:

Leverage generative AI to accelerate knowledge management and technician support with multilingual and customizable AI-powered skills.
Provide technicians with intuitive, conversational virtual assistants integrated into mobile and platform experiences for faster issue resolution.
Access a broader range of AI model providers for flexibility and improved AI performance.
Benefit from refined usage tracking models and default skill configurations simplifying management.

Review pre- and post-upgrade tasks carefully to ensure proper activation and configuration of these enhancements, especially concerning skill enablement and AI agent workflows.

Consolidated page of all release notes for Now Assist for Field Service Management (FSM) from Xanadu to Zurich.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Now Assist for Field Service Management (FSM) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Xanadu to Zurich.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Now Assist for Field Service Management (FSM) to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

Between your current release family and Zurich, new features were introduced for Now Assist for Field Service Management (FSM).


Release	Release notes
Xanadu	Xanadu Patch 3 Now Assist context menu for KB creation Use the enhanced Now Assist context menu to rewrite knowledge articles with generative AI. Opt to shorten or expand upon the existing content within articles. Multilingual support for Now Assist for FSM skills Generate knowledge articles in multiple languages for work order tasks using the new multilingual support in Now Assist for FSM skills. Xanadu Patch 1 KB Generation Generate knowledge articles from work order tasks so agents can resolve known issues faster. Sidebar summarization Summarize Sidebar discussions from the platform and the Mobile Agent application.
Yokohama	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.
Zurich	No updates for this release.

Changes

Between your current release family and Zurich, some changes were made to existing Now Assist for Field Service Management (FSM) features.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	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. 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.
Zurich	No updates for this release.

Removed

Between your current release family and Zurich, some Now Assist for Field Service Management (FSM) features or functionality were removed.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Now Assist for Field Service Management (FSM) features or functionality were deprecated.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate Now Assist for Field Service Management (FSM).


Release	Release notes
Xanadu	Now Assist features are available with activation of the Now Assist for FSM plugin. For more information, see Install Now Assist plugins.
Yokohama	Now Assist features are available with activation of the Now Assist for FSM plugin. For more information, see Install Now Assist plugins.
Zurich	No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for Now Assist for Field Service Management (FSM) we have noted them here.


Release	Release notes
Xanadu	The Now Assist for FSM application requires Field Service Management.
Yokohama	The Now Assist for FSM application requires Field Service Management.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Now Assist for Field Service Management (FSM) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for Now Assist for Field Service Management (FSM), such as specific requirements or compliance levels.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Localization information

If there are specific localization considerations for Now Assist for Field Service Management (FSM) we have noted them here.


Release	Release notes
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for Now Assist for Field Service Management (FSM) we have noted them here.


Release	Release notes
Xanadu	Create knowledge articles from work order task information using generative AI. Summarize Sidebar discussions using generative AI. See Now Assist for Field Service Management (FSM) for more information.
Yokohama	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.
Zurich	No updates for this release.