---
sourceDocument: Zurich Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/field-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Customer Experience

# Customer Experience in Field Service Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The Customer Experience feature in Field Service Management provides customers
with timely updates about their reported issues, enabling them to track the location of agents and
provide agent
feedback.

<br />

The Customer Experience feature provides transparent communication and constant updates to
customers about their reported issues through automated email notifications or text messages.

After the agent completes the work, send customers a survey link to gather feedback on the
work.

**Related tasks**   

* [Activate Field Service Management Customer Experience](https://www.servicenow.com/docs/4GkwU61AClyZfel_DcPjAg#activate-customer-experience-fsm "Activate the Field Service Management Customer Experience plugin (com.snc.fsm_customer_experience) to use the Customer Experience feature with Field Service Management.")  
**Related topics**   

*