ServiceMax AI Action Execution Model
ServiceMax AI can run actions manually, automatically through Service Flow Automation, or through external MCP clients, depending on configuration.
Manual execution
Users run AI Actions from supported applications. For example, they run an action from Go, Salesforce web, or in an AI-enabled wizard step. Administrators can also run and test actions in the AI Console.
Automated execution (Service Flow Automation)
Service Flow Automation (SFA) can run AI Actions automatically when a record event matches configured triggers. The automation monitors object changes and runs the selected AI Action when the criteria are met.
To reduce unnecessary runs, SFA uses field sets to control which field changes can trigger AI Actions for each supported object.
External execution (MCP Server)
When enabled, the MCP Server can expose selected AI Actions as MCP tools for external clients. Administrators choose which AI Actions are available through MCP and provide tool names and descriptions.
Execution depends on access and configuration
AI output depends on the configuration of agents, data sources, and permissions. If users do not have access to required agents, AI Actions do not execute.
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