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Release: Australia · Updated: 2026-03-12 · View source

Now Assist for FSM release notes

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 license, 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 AI applications

    Google Gemini and AWS Claude are available for generative AI 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.

  • 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.

Parent Topic:Field Service Management release notes

Parent Topic:Now Assist and agentic AI release notes