Multi-Agent AI Actions

Enhancement

Admins can define AI Actions that coordinate multiple agents using natural language instructions. End users, such as technicians, can trigger these actions in various ServiceMax applications. ServiceMax AI automatically manages agent workflows by passing results between agents to retrieve documentation, check inventory, and create cases or work orders in one streamlined process. This reduces manual effort, speeds up field operations, and improves accuracy. For more information, see AI Actions.

Service Flow Manager (SFM) AI Agent

New Feature

The SFM AI Agent feature enables ServiceMax AI to execute SFM transactions based on admin instructions, enabling users to initiate actions such as creating follow-up Work Orders without navigating form-based UIs. This integration ensures AI-driven updates comply with Service Flow Manager’s validation and data mapping rules. Technicians can interact with SFM flows through the AI Actions feature, streamlining workflows and enhancing productivity. For more information, see Configuring Service Flow Manager Agent.

ServiceMax Core Agent Parts Queries

Enhancement

Technicians can now ask AI-powered questions about parts used or required on Work Orders, and parts availability in their trunk stock. This enhancement makes the ServiceMax Core Agent capable of answering parts-related queries out of the box, helping technicians prepare for jobs more effectively.

Examples of supported queries include:

This feature expands the scope of AI assistance for technicians by enabling quick access to parts-related information, reducing delays, and improving first-time fix rates.

For more information, see Using ServiceMax AI Assistant in Go.

Knowledge Access API

New Feature

The Knowledge Access API enables admins to upload and tag documents from any system, extending document ingestion beyond the default supported sources such as Salesforce Files, OneDrive, and SharePoint. This API-based configuration allows ServiceMax AI to access documents stored in custom content management systems, internal knowledge bases, or documents stored locally by admins. As part of this setup, admins can upload both PDF and plain text documents via API and apply metadata tags to improve retrieval accuracy. These documents become available to the Knowledge Access agent, enhancing its ability to surface relevant information during runtime and ensuring alignment with organizational knowledge assets. For more information, see Uploading Documents Using Knowledge Access API.

Enable AI Chat Toggle in Go

Enhancement

The Enable AI Chat Toggle within the Mobile Console introduces flexible access control for both admins and end users. Admins can enable or disable AI Chat at the profile or group level and copy configurations across multiple users for efficiency.

End users, such as technicians, can access AI Chat in the Go app only if their profile has the toggle enabled. If the toggle is disabled, the AI Chat interface is hidden from the user. However, users can still access AI Actions from supported interfaces.

By default, the toggle is off. Organizations must enable it to provide access to AI Chat, enabling for personalized experiences and a focused interface.

For more information, see Enabling AI Chat in the Go App.

Try AI Chat in AI Console

New Feature

The Try AI Chat feature enables admins to simulate AI chat interactions directly within the ServiceMax AI Console, without deploying to applications. This feature streamlines the testing of AI configurations such as AI Agents and AI Actions in a safe, non-production environment. It accelerates validation cycles and improves setup efficiency by replicating the end-user experience using either real or no-context records. For more information, see Using AI Chat in Console.

Cloning AI Actions

New Feature

The Cloning AI Actions feature enables admins to duplicate existing AI Actions in the AI Console. This helps reduce setup time when similar instruction patterns are required across objects or workflows. Admins can update the object and instruction text, validate the cloned copy, and save it without affecting the original AI Action. This ensures accuracy when reusing AI Actions across modules such as Go, SFM Wizard, and Service Board. For more information, see Cloning AI Actions.

Languages Supported

New Feature

AI chat now officially supports interactions in various regional languages, enhancing accessibility for non-English speaking users. The AI can reference documents written in one language, such as English, and provide answers in the preferred user language. For example, users can receive instructions on replacing a machine's battery in their regional language, even if the AI uses an English document to find the information. These new language capabilities improve the effectiveness of the Knowledge Access Agent, allowing admins to upload documents for translation and present content in the preferred user language. Overall, this enhancement aims to make AI chat more inclusive and user-friendly for a diverse audience. For more information about the list of supported languages, see Language Support and Translations.

Custom AI Actions

New Feature

Users can now create custom AI actions with specific instructions to perform specific jobs, enhancing the utility of AI for various workflows. These actions can summarize work orders, suggest parts needed for upcoming work, and summarize location service activity, providing users with the necessary information to be prepared before starting a repair job. Once customized, these actions perform jobs quickly and provide information in an easy-to-understand format, thereby saving users time searching for and analyzing data. For more information, see Configuring AI Actions and Using AI Actions.

Automated AI Actions

New Feature

Automated AI Actions through Service Flow Automation (SFA) allows AI-driven actions, such as Summarize Work Order, to be triggered automatically based on SFA configuration during record creation or update. The output of these AI actions is stored in a designated field, such as a custom Work Order Summary field, making it easy for users to access and review the generated summaries. For more information, see Configuring Automated AI Actions in Service Flow Automation.

ServiceMax AI Analytics

New Feature

The ServiceMax AI Analytics dashboard provides administrators with detailed insights into the usage and engagement of ServiceMax AI features within their organization. This dashboard offers comprehensive data on user interactions, frequency of use, and agent deployment, allowing admins to see how people in their organization are utilizing ServiceMax AI in the field. It helps them monitor effectiveness, optimize AI tool usage, and make informed decisions for change management, business case building, and budgeting. By understanding who is using the AI tools and how they are being used, administrators can:

For more information, see ServiceMax AI Analytics.

Saved Prompts

New Feature

The AI Chat feature in the Go app allows users to save prompts they have used before, so they can reuse them for similar jobs without re-entering them. This boosts productivity by reducing repetitive input and offers streamlined, efficient user experience. For more information, see Saved Prompts.

DataGuide: Automatic Draft Creation from PDF/Image Forms

New Feature

Administrators can now generate initial drafts of digital DataGuide forms from PDF or image-based sources. This feature is especially useful for transforming scanned documents or unstructured digital forms into structured, editable formats. Using AI, the system analyzes the layout and content of the uploaded files to create a draft form that can be reviewed and customized for accuracy and personalization. This significantly reduces manual effort and accelerates the digitization process for users with DataGuide and AI licenses. For more information, see Creating a Form Using ServiceMax AI.

AI Actions in Service Board

New Feature

ServiceMax AI is now available for scheduling use cases within Service Board. Out of the box default capabilities include creation of AI actions that allow users to schedule Jobs by using generative AI. This feature is designed to minimize dispatcher effort in manual scheduling, and is not intended for route optimization. AI Actions can be combined with follow up options that may, for example, require users to identify nearby Jobs. Admins can also create custom AI Actions, such as Job summarization. To use this feature, a separate ServiceMax AI license is required.

For more information, see Using AI Actions in Service Board.

AI Chat Integration in Salesforce Web App

Enhancement

AI Chat is now accessible to all users, allowing them to have personalized chats and manage workflows more efficiently, like the Go app. Users can leverage AI Chat to enhance productivity in managing Work Orders, Locations, Installed Products, and Case workflows. For more information, see Using ServiceMax AI Assistant in Salesforce Web.

Knowledge Access Agent Supports Multiple Platforms

Enhancement

The Knowledge Access Agent can now access and collect documents stored on additional platforms like OneDrive and SharePoint. Previously, users could only access uploaded documents like technical manuals in Salesforce, which limited the agent's functionality to a single platform. This limitation has been removed, and you can integrate the agent with built-in document storage platforms. This enhancement allows administrators to manage documents and help users use AI Chat to retrieve information for the appropriate product. For more information, see Adding External Document Sources.

Record Links in AI Chat Responses

Enhancement

AI Chat in the Go app now includes clickable links for record names mentioned in responses. These links enable users to directly access and open the records within the Go app. This enhancement simplifies navigation and enhances the ability to access related records outside the scope of AI Chat or utilize the SFM wizard on those records. For more information, see Clickable Record Names.

AI Chat Button for Follow-Up Questions in GO App

Enhancement

The GO app now features a follow-up chat button on AI Action responses. Previously, users could perform AI Actions like Summarize Work Order, but there was no direct way to ask follow-up questions about the AI-generated information. With this new button, users can easily transition from viewing AI-generated summaries to engaging in a conversation with the AI. This interaction allows users to obtain additional information or clarification about the current record, making it easier to complete their jobs efficiently. For more information, see Follow up Chat.

User Feedback Integration on AI Action Responses

Enhancement

Users can provide feedback on AI Action responses. Previously, this feature was only available for AI Chat messages, but now it is integrated into AI Action responses as well. Administrators use feedback on actions like Summarize Work Order to refine and rewrite instructions, providing better responses and ensuring that the system evolves to better meet user needs. For more information, see Providing Feedback.

AI Actions in SFM Wizards

Enhancement

AI Actions can now be launched directly from the Service Flow Manager (SFM) wizard within the Salesforce Web app. This enhancement allows users to initiate AI actions for various ServiceMax objects, including Work Orders, Cases, Locations, and Installed Products. By integrating AI capabilities directly into the SFM wizard, users can perform more comprehensive data analysis and insights across various aspects of their service operations. For more information, see Adding AI Action SFM Wizard Step.

Run AI Action in AI Console

Enhancement

Administrators can now evaluate AI Actions directly within the AI Console. Previously, administrators had to evaluate AI Actions in ServiceMax AI. With this update, they can run AI Actions against selected records directly in the AI Console. The Run AI Action button enables administrators to verify configuration changes without needing to use an app where AI Chat is enabled. For more information, see Viewing Run Details.