AI Actions
Overview
AI actions enable users to perform predefined, context-aware tasks directly on records such as Work Orders, Installed Products, or Cases. These actions are authored by system administrators using natural language instructions and executed by specialized agents that process data and return results based on the current record context.
AI actions help reduce manual effort, improve accuracy, and streamline field service workflows. They are designed to be intuitive for technicians and configurable by administrators, supporting both manual and automated execution.
Functionality
Each AI action is associated with a specific object type and can be triggered in the following ways:
• Manually, using buttons or wizard steps in the Go app or SFM Wizard.
• Automatically, in response to specific events using Service Flow Automation.
These AI actions use specialized agents to access and process data. For more information, see
Setting up ServiceMax AI Agents.
AI actions can also coordinate multiple agents in a single task. When a technician runs an AI action, the orchestration automatically:
• Looks up service history.
• Checks documentation for required tools.
• Verifies inventory availability.
• Creates follow-up records such as cases or work orders.
• Updates an existing record.
Use Cases
The following list represents some use cases for the AI actions feature:
• Understands the job scope by analyzing service history and documentation when a technician opens a Work Order.
• Generates a draft report, reducing manual entry after a technician completes a job.
• Checks the install date of a product and automatically creates a case and work order if the product is older than two years.
• Identifies required tools from documentation and checks their availability in the technician’s van stock.
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Prerequisites
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To enable this feature, ensure the following:
• If you want to use AI Actions via SFM wizard steps, then the AI Action Wizard Steps must be configured in the org and assigned to the user profile. For more information, see Adding AI Action SFM Wizard Step.
• The AI Actions must be authored and published in the AI Console with clear instructions and agent assignments.
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Supported Platforms
AI actions are available on the following platforms: