This enhancement introduces support for Update Record type transactions within the Service Flow Manager (SFM) Agent. Administrators can now configure and execute edit actions on work orders, allowing specific fields to be updated automatically based on value mapping. Technicians using the Go app will see these changes reflected after invoking the AI action and performing an incremental sync. This ensures that updates are applied consistently and reduces manual data entry, leading to a smoother workflow.

Previously, the SFM Agent supported only the creation of new records. This expands the agent’s applicability across service workflows and enables record updates using the SFM Agent. For more information, see Configuring Service Flow Manager Agent and Configuring AI Actions.

AI action responses now display record names such as Work Orders, Installed Products, or Locations as clickable links. Users can now directly navigate to the corresponding record detail pages in either the Salesforce Web interface or the Go application, streamlining access and improving workflow efficiency.

Previously, AI action responses displayed record names as plain text, requiring users to manually search for the relevant records. With this enhancement, end users can quickly access record details directly from any AI Action response, including those launched from SFM wizards or via SFA automations. This improves navigation and usability across platforms and aligns with the existing behavior in AI Chat on Go. For more information, see Runtime Execution of AI Actions, Using AI Actions in Go, and Using AI Actions in SFM Wizard.

AI chat responses in the Salesforce Web now display record names such as Work Orders, Installed Products, or Locations as clickable links. Selecting a link opens the corresponding record details page in Salesforce.

Previously, AI chat displayed record names as plain text. With this enhancement, end users can quickly access record details and take further action using SFM wizards. This improves navigation and usability within the Salesforce Web experience and acts as an advanced search engine to locate records in ServiceMax. For more information, see Using ServiceMax AI Chat in Go, Using ServiceMax AI Chat in Salesforce Web, and Using ServiceMax AI Bot in Zinc.

AI action responses now display source document names such as manuals, guides, reference documents as clickable links when the Knowledge Access Agent is used. These links allow users to navigate directly to the source material when an AI action is invoked either via SFM wizards or SFA automations either in Salesforce Web or the Go app, depending on the platform used.

End users can verify that AI interpreted the document correctly or explore additional details directly from the source. This improves trust, transparency, and traceability in AI-generated responses. For more information, see Runtime Execution of AI Actions, Using AI Actions in Go, and Using AI Actions in SFM Wizard.

The redesigned AI action user experience on the Salesforce Web and Go application enables end users to initiate an AI action and continue working on other tasks in Salesforce, while it runs in the background. This enhancement addresses a key usability challenge.

Previously, long-running AI actions would block the screen and prevent users from performing other tasks. The processing indicator and results of the AI action are displayed in a new window. These improvements enable users to multitask and stay productive while waiting for the AI action output. For more information, see Using ServiceMax AI Chat in Salesforce Web and Using AI Actions in Go.