Service Flow Manager Agent Configuration
The Service Flow Manager (SFM) Agent enables ServiceMax AI to execute supported Service Flow Manager transactions, such as creating or updating records on behalf of users. As an administrator, you can control who can access the SFM Agent, which SFMs are available to users, and whether the feature is enabled. This ensures that AI interactions are limited to eligible SFMs and aligned with user permissions, maintaining consistency and reliability across service workflows.
When the SFM Agent is enabled and exposed through ServiceMax AI, end users can:
• Create new records by invoking enabled SFM transactions: End users can create records, including child records, by running SFMs that are configured as Create Target from Source or Create Standalone Record.
• Update existing records using AI‑invoked SFM transactions: End users can update existing records when the enabled SFM is configured as To Update Existing Records and the user has edit permissions.
• Run SFM transactions from supported source objects: End users can invoke SFMs that use supported source objects, including Account, Work Order, Installed Product, Location, and Case.
• Complete guided service tasks through SFM‑driven workflows: End users can perform guided tasks delivered by SFM, such as completing service flows and entering structured data through consistent transaction screens.
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The SFM Agent is not supported in Salesforce web service.
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Only SFMs that meet the following criteria are available for selection:
• To Create Target from Source
• To Create Standalone Record
• To Update Existing Records
• Source Objects: Account, Work Order, Installed Product, Location, and Case
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SFMs that do not meet these criteria do not appear in the selection list and cannot be searched or added.
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Use Cases
This feature supports common real‑world scenarios. For more information, see Use Cases for SFM Agent to understand when and why to use it.
You can configure the following in this page:
• Enable user access: Define which users or profiles can use the Service Flow Manager Agent.
• Select SFMs: Choose the specific Service Flow Manager transactions that the AI agent can reference and execute
• Enable Service Flow Manager: Activate the Service Flow Manager feature for applicable users in your organization.