Feature Shorts - Smart Assessment for Field Service Questionnaire

[SalmatO]

Check out this video showing the new smart assessment for field service questionnaire introduced in the Yokohama family release 

The questionnaire is a critical tool and application for field service technicians and plays a vital role in driving the growth of any organization. With the integration of smart assessment capabilities, the new questionnaire experience significantly boost time to complete tasks and improve data accuracy.

In this feature short, ServiceNow introduces the "Smart Assessment" functionality designed to enhance field service questionnaires. This tool allows organizations to create dynamic and intelligent questionnaires that adapt based on user responses, ensuring more accurate data collection and improved service delivery. By leveraging smart assessments, field service teams can tailor their questions to specific scenarios, leading to more efficient operations and higher customer satisfaction. This video provides a concise overview of how to implement and benefit from this feature within the ServiceNow platform.

https://www.youtube.com/watch?v=NTNntVRpfVE 

[Michael255]

Hi there,

I am interested in this feature. We use the 'Agent' mobile application and have built out a trial smart assessment for the business.

The assessments show in the questionnaire list on the work order task, but the 'automated responses' are not set.

Are you able to confirm that the automatic response (including the if/then type conditions) are working on mobile?

[Michael255]

Also, just to confirm @SalmatO ... these are only supported on mobile, there is place in the web ui to fill them? The old questionnaires can be filled like a normal survey from 'My Assessment and Surveys', but these do not show there.

[Michael255]

Ok, in case anyone else cares about these points:

No - FSM mobile smart assessments does not support automated responses in the fields as of Yokohama.

No - Out of the box the FSM smart assessment questionnaires cannot be filled in on the web interface (although I think you could build a way without too much effort)

Some other limitations that may shape your solutioning:

Questionnaires are generated by the server only. There is no on device creation.

However... they do look pretty and you can build them in a nice UI. I have hope that in a few versions they can be used for more complex use cases.

[SalmatO]

Apologies @Michael255 I was out of office last week, is there any outstanding questions you have? 

[Ian Lee1]

Thanks @SalmatO , I was wondering if it was possible to pre-fill questionnaire information when the agent opens it on the mobile app? For example, pulling information such as the task assignee and pre-filling a user reference question.