How to notify customers on agents work orders?

Sneha KH
Giga Guru

yesterday

Hi Community,
I wanted to notify customers on tracking work orders. And there are in-built notifications on category field service. So, how to trigger those or how can I configure customer notifications on tracking process of work orders?
Can anyone help me with the steps?

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Sanjay191
Kilo Patron

an hour ago

Hi @Sneha KH 
can you please confirm me ?
is there any field that is utilizing for the customers ?
OOB we have assigned_vendor  and company on work orders.
if you are utilizing those fields then you can configure notification when state changes or comment or worknotes changs you can sent the email to tracked the work order.
and also if you want to sent it in real time you need to required the SMTP setup.

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Thank You





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Sneha KH
Giga Guru
In response to Sanjay191

50m ago

Hello @Sanjay191,
https://www.servicenow.com/docs/r/field-service-management/customer-experience.html
This is the link of video like how i want it to be for customers. And yeah, I am using company field in WO.

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