Using AI Actions in Go
The AI Actions feature enables users to execute AI-powered actions within the Go mobile app while working on records. It enhances productivity by enabling users to generate summaries, insights, or other AI-driven outputs without leaving the record context.
This capability primarily serves in the Field Service industry, and is designed for field technicians, service engineers, and operations managers who need real-time assistance while working on-site.
Use Cases
The following list represents some use cases for the AI actions feature:
• Summarize a work order while reviewing it in the field.
• Generate AI-driven insights for a service record.
• Trigger AI actions to assist with diagnostics or recommendations.
• Recommend parts based on Work Order and documentation, then check trunk stock availability.
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Prerequisites
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To enable this feature, ensure the following:
• The AI Action Wizard Steps are configured must be configured in the org and assigned to the user profile.
• The AI Actions must be authored and published in the AI Console with clear instructions and agent assignments.
• The required agents such as ServiceMax, Knowledge Access, and SFM are enabled and accessible.
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View Record Links and Knowledge Source
To use an AI action in Go to view record links and Knowledge Source documents links, perform the following steps.
1. Open the record where you want to use an AI action.
2. Tap the menu button.
The Actions screen is displayed.
3. Tap the AI action you want to use. For example, Summarize Work Order.
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You can use other apps while the AI Action runs. When the response is ready, an in-app notification appears with the action name, record, and preview. Tap the notification to view the full response. The notification includes an AI-action generated timestamp and can be dismissed. If AI Chat is enabled, you can follow up with ServiceMax AI.
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The AI chat displays a summary of the work order.
4. Review the AI-generated summary, which combines data from all agents.
5. Tap the hyperlink to navigate to the particular record. For example, tap Screw SKT M14X190. The record details are displayed on a new screen.
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You can directly navigate to a record page from the AI-generated summary response by clicking on the hyperlink. All record names like Work Order, Location, Installed Product, etc. are displayed as clickable links, only if you have required permission to access these objects. Otherwise, these are displayed as plain text.
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6. Close the record page.
7. Tap Show Source. This lists a linked document under theSources section.
8. Tap the source link to open the file in a new screen.
9. Tap the document source that you want to view. This opens the Salesforce login screen.
10. Login to your Salesforce org by entering your credentials.
11. Check if the document is downloaded in your org. The document name is displayed at the bottom of the app.
12. Select the location where you want to save the document.
13. Tap Save to save the document in the selected location.
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AI actions are not supported in the Go app for Windows.
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Update an Existing Record
To use an AI action in Go to update an existing record, perform the following steps.
1. Open the record where you want to use an AI action.
2. Tap the menu button.
The Actions screen is displayed.
3. Tap the AI action you want to use. For example, DEMO — Edit SFM.
The AI chat displays a summary of the work order.
The Work Order record is updated based on the instructions added in the AI Action.