AI Console Navigation
The AI Console provides a centralized interface for configuring and managing ServiceMax AI features. Administrators can quickly access, monitor, and optimize AI modules from a single location, improving efficiency and consistency. You can access a module by selecting it from the left-side navigation menu. The landing page provides a summary of each module’s purpose and current status. For detailed configuration, click on the module name to open its dedicated settings page.
The table below summarizes each module available in the AI Console and a brief description of its functionality.
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Module Name
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Description
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AI Agents
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View and manage all AI agents available in ServiceMax AI.
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Knowledge Access
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Select files and documents accessible to ServiceMax AI for knowledge-based tasks.
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Schedule Management
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Configure scheduling logic for AI-driven workflows.
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Service Flow Manager
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Enable and manage AI-powered service flow automation.
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Service Insights
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Query ServiceMax Core and Salesforce data, such as Work Orders, Installed Product, and Location records.
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Zinc Summaries
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Enable AI-generated chat and hotline summaries.
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AI Actions
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Create and test AI Actions in a dedicated workspace.
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MCP Server
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Enable integration between AI Actions and external MCP clients via an API.
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General Settings
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Configure global AI settings and preferences.
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Analytics
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Provide insights into how users interact with AI actions across Salesforce web, Go, Zinc web, and mobile applications
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Usage
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View detailed reports on AI feature usage, including activity trends and consumption over selected time periods. Filter data by time range and export usage analytics.
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Credits
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Track available and consumed AI credits to manage resource allocation and ensure continued access to AI services.
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AI Chat
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Enable real-time, AI-powered chat to assist users with automated responses and support within ServiceMax.
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Each agent is accompanied by a status indicator (Active/Inactive), allowing administrators to quickly assess which features are enabled and available for configuration. You can configure each module in the AI Console and modify its active or inactive status as required.
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Key Components
The following are the key components of ServiceMax AI:
• AI Console is the central place where administrators configure ServiceMax AI features, such as agents, actions, and data access.
• AI Agents are specialized services that access and process data for specific use cases. For example, Knowledge Access works with documents, Service Insights queries service data, Schedule Management supports scheduling, and the SFM agent runs Service Flow Manager transactions.
• AI Actions are configurable workflows that run against supported objects, such as Work Orders, Cases, Locations, Installed Products, and Accounts. Administrators define the action instructions and test them in the AI Console.
• Agent Skills provide reusable logic for deterministic tasks such as calculations and query patterns. You add skills to AI Actions in the AI Action composer.
• Service Flow Automation (SFA) can run AI Actions automatically when record changes meet trigger conditions.
• MCP Server can expose selected AI Actions as tools for external MCP clients, based on administrator configuration.