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.
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.
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.
How do you provide access to Community users?
Enable Community users and set sharing permissions to Public Read Only for key AI objects.
What browsers and languages are supported?
ServiceMax AI supports the latest Google Chrome and multiple languages for UI and chat responses.
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.
How do you enable Knowledge Access for users?
Select user profiles or individuals in the Knowledge Access settings and save changes.
How can external document sources be integrated?
Connect Microsoft OneDrive or SharePoint, upload documents, and associate them with products for AI-powered retrieval.
What is the Knowledge Access API used for?
It allows admins to upload, edit, and delete documents programmatically, integrating external knowledge bases with ServiceMax AI.
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.
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.
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.
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.
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.
What are AI Agent Skills?
Reusable logic units for calculations or queries, such as Mean Time Between Failures or Parts Inventory at Location.
AI Actions and Automation
How do you configure AI Actions?
Define instructions, link to objects, insert SFM transactions, and test actions in the AI Console.
What is the purpose of the Run AI Action feature?
It allows admins to test and refine AI Actions using real data before deployment.
How are AI Actions used in Service Flow Automation (SFA)?
They automate tasks based on triggers like data updates, work order changes, or SFM events.
How do you configure field sets for SFA AI Action triggers?
Add relevant fields to the SFA AI Action Field Set for each object to control when actions trigger.
What analytics are available for ServiceMax AI?
Admins can view usage, prompt effectiveness, credit consumption, and run details in the AI Analytics dashboard.
ServiceMax AI for End Users
What objects does ServiceMax AI Chat support?
Case, Installed Product, Location, Product, and Work Order.
How do you use ServiceMax AI Assistant in the Go app?
Tap the AI Assistant icon, type a question, and receive context-aware responses and clickable record links.
Can you view past conversations with the AI Assistant?
Yes, past conversations are accessible for reference and reuse.
How do you provide feedback on AI responses?
Tap thumbs up or down, and optionally add comments to help improve AI accuracy.
What is the Saved Prompts feature?
Users can create, store, edit, and reuse frequently used prompts for efficiency and consistency.
Multilingual Support & Platform Integration
Does ServiceMax AI support multiple languages?
Yes, AI Chat detects and responds in the user’s preferred language, with localized UI labels and messages.
How do you use ServiceMax AI in Salesforce Web?
Open a record, access the AI Assistant, and enter prompts for context-aware responses and navigation.
What is the MCP Server and how is it used?
It enables integration with external clients, exposing AI Actions as tools via standardized APIs.
How do you invoke AI Actions in Go, SFM Wizard, or Service Board?
Select the AI Action from the menu or wizard, and the action runs, generating summaries or updating records.
Can you use AI Actions in Zinc?
Yes, the ServiceMax AI Bot in Zinc allows users to chat and retrieve information, with clickable links to records.