The Troubleshooting Agent helps identify how similar problems were resolved in the past by surfacing relevant examples and required parts from past work orders. It analyzes historical service data to present related cases, showing what failed and how the issue was addressed. This enables technicians to compare past outcomes and make informed decisions, while the agent itself supports comparison only and does not automate decisions.

Diagnosing complex issues often requires technicians to search across multiple sources, including service history, documentation, and other reference materials. This slows resolution and can lead to repeat visits. The Troubleshooting Agent shortens that cycle by making prior experience visible during active work. Teams spend less time searching solutions, and fixes rely on evidence from past outcomes.

Administrators configure which work orders the Troubleshooting Agent analyzes and how relevance is determined. Configuration defines the problem details, solution details, and asset information used for matching similar cases. Administrators also control filters that limit comparisons to appropriate assets or time ranges. Once enabled, the agent builds and maintains its reference data from completed work orders.

Administrators can define a new AI action for the Work Order object by referencing the Troubleshooting Agent in the AI Instructions and providing relevant guidance. Administrators can use the Run AI Action to troubleshoot open Work Orders directly from the ServiceMax AI Console.

For more information, see Troubleshooting Agent.

AI Chat is available in Windows Go, providing in‑app access to ServiceMax AI. AI Chat launches directly from supported records, such as Work Order, Installed Product, Case, Location, and Account, and uses the active record as context for generating responses. Responses reference record data, link to related ServiceMax records, and surface relevant knowledge within the Windows Go app.

AI Chat is now available in Windows Go, providing in‑context access to ServiceMax AI across supported records. This capability keeps guidance inside the workflow and helps reduce manual searching and context switching.

Administrators control access to AI Chat in Windows Go through existing AI enablement settings. Enabling AI Chat for a Windows Go profile exposes the chat entry point in the application. Access depends on permissions to at least one AI agent. No Windows‑specific configuration is required, and management continues through the AI Console.

End users can interact with AI Chat directly in Windows Go and start conversations from supported records, such as Work Order, Installed Product, Case, Location, and Account. The active record is passed as context to the AI assistant. Responses include links to related records and source documents for quick reference.

For more information, see Using ServiceMax AI Chat in Windows Go App.

Zinc AI Knowledge Capture extracts useful information from Zinc hotline chats and converts it into Knowledge Memos. It generates draft knowledge articles that users can review, edit, and save through the Knowledge Access agent. Saved entries are then available to Knowledge Access agent to help answer similar questions in the future.

Expert knowledge is often shared in one-off conversations and is not captured for reuse. Zinc AI Knowledge Capture converts hotline chats into Knowledge Memos. These are accessed through AI Chat, where the Knowledge Access agent references relevant memos to help answer user questions, reducing repeat queries and dependence on individual experts.

Administrators control where and how knowledge capture runs. Configuration in the Zinc administration console allows Administrators to enable or disable AI knowledge capture per hotline.

End users such as Subject Matter Experts working in Zinc hotline requests can generate knowledge directly from an active or closed conversation. A Generate Knowledge Article option creates a draft from the chat content. The saved knowledge becomes available to ServiceMax AI, allowing future questions to surface the same guidance without reopening the original conversation.

For more information, see Viewing Zinc AI knowledge Articles in Knowledge Access Agent.