0
2.0.1
Australia Patch 3, Australia Patch 1
Generative AI
FSM - Advanced activates enhanced AI capabilities for customers on the Advanced AI Native subscription. It builds on FSM - Foundation and works alongside Now Assist for Field Service Management to deliver a broader set of AI skills and agentic workflows for field service teams.
This tier includes Work Order Task Summarization, Knowledge Article Generation to automatically draft KB articles from completed work orders, and Sidebar Chat Summarization for contextual AI assistance during dispatcher conversations. It also includes two AI agents: the Create Work Order Agent, which handles work order creation from text and images, and the Parts Manager AI Agent, which detects part usage within work notes and updates the status of all used, removed, or unused parts automatically.
AI-Powered Summarization & Knowledge (Skills)
- Work Order Task Summarization: Automatically generate concise summaries of work order tasks to reduce manual review effort.
- Allow fulfiller roles to generate draft knowledge base articles with multilingual support and AI-assisted context as tasks are finalized.
- Generate sidebar chat summaries to acquire necessary context immediately and efficiently schedule and prepare tasks for completion.
Agentic AI
- Create work orders from text in the Now Assist Panel (NAP) and Now Assist Virtual Agent (NAVA).
- Create work orders from images in the Now Assist Panel (NAP) and Now Assist Virtual Agent (NAVA).
- Track and validate parts usage when closing work order tasks. The AI agent interprets activity notes to update parts statuses and automatically adjusts inventory at task closure.
New
- AI-powered mobile form auto-fill for field technicians.
- Field technicians can use mobile camera to capture images and auto-populate form fields via AI image recognition, supporting smart assessments, input forms, and scripted questionnaires.
- Consistent AI visual indicators across applications.
- AI features now display unified gradient styles and subtle animations to indicate activity in Workspace, UI16, and mobile experiences, meeting accessibility standards.
- Parts Debrief automation in NAP and NAVA.
- Agents can automate parts debrief workflows, handling empty work notes, invalid part usage, quantity normalization, and error scenarios.
- Expanded AI summarization and knowledge workflows.
- Users can trigger work order/sidebar chat summarization and knowledge article generation across platforms with role-based workflows and answer validation.
- Create work order agent with enhanced persona coverage.
- System supports creating work orders from text/images in NAP/NAVA with persona validation, blocking invalid content.
- FSM AI Mandate features available on mobile and workspace.
- FSM AI capabilities (IT automation, NAVA integration, smart assessments) are now mobile/workspace accessible with role-based access.
- Telemetry for AI feature usage.
- Admins can track AI lens feature usage for FSM use cases.
- Skill refinement for FSM digital agents.
- FSM agents enhanced for improved automation and workflow handling.
Changed
- Broadened test and validation coverage for FSM AI use cases.
- Testing expanded across mobile/agent/NextWave experiences to certify features.
- Enhanced automation for AI SKU and agent studio test cases.
- Remaining automation scenarios completed with monitoring on latest NAP version.
- Improved parts debrief workflow handling.
- Better management of edge cases like unrecognized assets and invalid task states.
- Refined questionnaire answer validation in summarization workflows.
- Validation improved across NAP/NAVA/UI16/Workspace for task summarization.
- Performance testing for Q1 deliveries.
- Testing conducted to ensure system stability and responsiveness.
Fixed
- None
Removed
- None
Dependencies:
- Now Assist for Field Service Management (FSM) [com.sn_fsm_gen_ai : 10.0.1 or later]
- FSM - Foundation [sn_ai_fsm_fdn : 2.0.1 or later]
- Now Assist for Platform Advanced [sn_ai_plat_adv : 2.0.1 or later]
Note:
- Plugin Field Service Mobile [com.sn_fsm_mobile] is needed for the AI agent flow in Mobile.
- Store app Field Service Contractor for Mobile [com.snc.fsm_ext_mobile V3.0 or higher] is required for the contractor flow.
- NAVA features are supported only for Field Service Mobile.
- Latest agent App version is required for both iOS and Android.
None