FAQ: AI
This section contains frequently asked questions related to ServiceMax AI.
ServiceMax AI for Administrators
What is the first step to set up ServiceMax AI in my organization?
Install the ServiceMax AI package, provide user access and permissions, and add AI Action steps in SFM Wizards.
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How do administrators configure ServiceMax AI for end users?
Use the AI Console to configure data sources, set up AI agents, configure AI Actions, manage AI Chat, and Zinc Hotline summaries.
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How do you provide access to Community users?
Enable Community users and set sharing permissions to Public Read Only for key AI objects.
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What permissions are required for ServiceMax AI objects?
Permissions include View, Create, Read, and Edit for AI Config Data, AI Action Event, and AI Event Log objects.
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What browsers and languages are supported?
ServiceMax AI supports the latest Google Chrome and multiple languages for UI and chat responses.
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Can administrators link documents to Product Family or Product Line for applicability?
Yes. Administrators can link documents to a Product, Product Family, or Product Line using applicability tags.
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Can administrators add or remove applicability tags from the documents table?
Yes. Administrators can add or remove tags directly from the documents table and manage tags using inline and bulk actions.
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Can administrators delete an agent skill after it is created?
Yes. Administrators can edit or delete skills, except when a skill is referenced by an AI Action.
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Can administrators edit out-of-the-box (OOTB) skills?
Yes. Administrators can edit OOTB skills using the same skills composer workflow.
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AI Console and Agents
What modules are available in the AI Console?
Modules include AI Agents, Knowledge Access, Schedule Management, Service Flow Manager, Service Insights, Zinc Summaries, AI Actions, Analytics, and AI Chat.
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How do you enable Knowledge Access for users?
Select user profiles or individuals in the Knowledge Access settings and save changes.
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How can external document sources be integrated?
Connect Microsoft OneDrive or SharePoint, upload documents, and associate them with products for AI-powered retrieval.
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What is the Knowledge Access API used for?
It allows administrators to upload, edit, and delete documents programmatically, integrating external knowledge bases with ServiceMax AI.
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How do you manage rate limits for the Knowledge Access API?
Limits are set per org, e.g., 5 uploads/min, 10 deletes/min, and 30 gets/min.
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Is the API‑uploaded document used by the AI to generate responses?
Yes. The AI agent uses the document to generate answers when the document matches the configured applicability tags, such as product, product family, or product line.
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Where can administrators see documents uploaded via API?
API‑uploaded documents appear in the Admin UI list of uploaded files, alongside documents uploaded through the UI. Administrators can view and manage these documents at a high level.
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Will users receive answers based on API‑uploaded documents?
Yes. Content from API‑uploaded documents is returned correctly in AI chat responses, ensuring users receive relevant and accurate answers.
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Are source links shown in AI responses for API‑uploaded documents?
Yes. Users may see a source link in the AI response when the answer is generated from an API‑uploaded document.
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Can users open or download the source document from the link?
No. Clicking the source link does not open the document. There is no navigation to the document and no download occurs.
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ServiceMax AI Agents
What are the main types of ServiceMax AI agents?
Knowledge Access, Schedule Management, Service Flow Manager (SFM), Service Insights, and Zinc Summaries.
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How do you enable and configure the Schedule Management Agent?
Select user profiles, enable the agent, and assign an appointment owner in the AI Console.
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What is the Service Flow Manager Agent used for?
It allows users to interact with SFM transactions, such as creating or updating records, via AI.
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How do you configure Service Insights Agent?
Enable user access, manage data sources, add guidelines, manage agent skills, and enable the agent in the AI Console.
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What are AI Agent Skills?
Reusable logic units for calculations or queries, such as Mean Time Between Failures or Parts Inventory at Location.
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What is the AI agent skills composer for Service Insights agent?
The AI agent skills composer lets administrators create, edit, and manage skills used by the Service Insights agent.
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Are skill plans reviewed before they are used by the agent?
Administrators must review and approve the generated plan before saving a skill.
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Do agent skills return consistent results each time they run?
The Service Insights agent applies the same logic each time it runs a skill.
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Can the AI Action in‑page component run automatically?
Administrators can configure the component to run automatically when a record page loads.
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Are skill plans reviewed before they are used by the agent?
Administrators must review and approve the generated plan before saving a skill.
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Are AI Actions supported in Windows Go?
AI Actions are available in Windows Go and can be launched from supported SFM wizard steps.
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Do AI Action responses include links to record names and knowledge sources in Windows Go?
Record names and Knowledge source documents appear as hyperlinks.
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What are account‑based AI actions and responses?
Account‑based AI actions analyze data across all service activity related to an Account.
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How do document applicability rules improve Knowledge Access responses?
They limit responses to documents that match the product context.
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Can administrators view all applicability rules applied to a document?
Yes. The full list remains visible for each document.
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Does Knowledge Access distinguish between missing documents and no matching results?
Yes. AI responses clearly indicate the difference.
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AI Actions and Automation
How do you configure AI Actions?
Knowledge Access, Schedule Management, Service Flow Manager (SFM), Service Insights, and Zinc Summaries.
Define instructions, link to objects, insert SFM transactions, and test actions.
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What is the purpose of the Run AI Action feature?
It allows administrators to test and refine AI Actions using real data.
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How are AI Actions used in Service Flow Automation (SFA)?
They automate tasks based on record-based triggers.
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How do you configure field sets for SFA AI Action triggers?
Add relevant fields to the SFA AI Action Field Set.
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What analytics are available for ServiceMax AI?
Administrators can view usage, prompt effectiveness, and credit consumption.
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Can ServiceMax AI create a header record and related child records in one request?
Yes. ServiceMax AI supports SFM transactions for this.
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Does the AI Action in‑page component show when an action is running?
Do AI Actions follow existing SFM activation rules in Windows Go?
Yes. Existing SFM activation rules apply.
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ServiceMax AI for End Users
What objects does ServiceMax AI Chat support?
Account, Case, Installed Product, Location, Product, and Work Order.
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How do you use ServiceMax AI Assistant in the Go app?
Tap the AI Assistant icon and enter a question.
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Can you view past conversations with the AI Assistance?
Yes, past conversations are accessible.
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How do you provide feedback on AI responses?
What is the Saved Prompts feature?
How do you provide feedback on AI responses?
Tap thumbs up or down and add comments.
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Multilingual Support & Platform Integration
Does ServiceMax AI support multiple languages?
Yes. AI Chat detects and responds in the user’s preferred language.
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How do you use ServiceMax AI in Salesforce Web?
Open a record and access the AI Assistant.
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What is the MCP Server and how is it used?
It exposes AI Actions to external clients via APIs.
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How do you invoke AI Actions in Go, SFM Wizard, or Service Board?
Select the AI Action and run it from the supported surface.
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Can you use AI Actions in Zinc?
Yes. Users can interact with AI via the ServiceMax AI Bot.
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