Embedding Field Service Questionnaires into FSM Playbooks

[davidbuesch]

Hi everyone,

we’re looking for a clean way to integrate Field Service Questionnaires (Surveys) directly into a Field Service Management Playbook so a technician can complete all steps in one surface and then close the playbook. Today, technicians have to jump out to fill a survey and then return, which breaks the flow—and in some cases the playbook can’t be completed because a required survey sits outside the playbook step.

Has anyone implemented surveys embedded in FSM Playbooks so the Agent never leaves the playbook context?

Since the playbook is only optional for litigation and the questionnaire is mandatory—and because questionnaires (especially Smart Assessments) offer more capabilities—we’d like to keep using questionnaires and not convert them into a playbook-native questionnaire step.

[Skylar_Barth]

Hi David, interesting use case. Have you explored Smart Assessments yet? 

I am with the Field Services team but I know Playbooks is a platform wide product. You might be able to find some resources here: https://www.servicenow.com/community/workflow-automation-articles/getting-started-with-playbooks-wor...

I did ask internally as well.

[Skylar_Barth]

@davidbuesch following up with you on this. You could explore the current ootb action to launch Questionnaire list screen. You could tie that action to a link within the FSM Playbook. Let me know if you are able to explore that and challenges along the way.

[davidbuesch]

@Skylar_Barth, thanks for your advice! Unfortunately, I couldn't find any OOTB action to launch the questionnaire list screen in the sys_declarative_action_assignment table. Could you please give me another hint about the name, or tell me whether we are looking in the right place?

[Joshua Chen MTL]

Following, looks like there are no ootb way to achieve what you want. 
Quickly, it looks like you'd have to use the playbook questionnaire to collect data and then create a FSM questionnaire record out of that data - but that seem complex, multiple tables and more configuration effort. 
Collect Data in Playbooks - Workflow Academy #10 (Oct 10th, 2024)

smart assessment is pretty limited yet from a design perspective, i'd think you'd be better served using playbook questionnaire - i might be wrong.. 🙂 

do keep us updated with your to be solution! @davidbuesch