Survey-based questionnaires
Survey-based questionnaires are the foundational questionnaire type in Field Service Management. Administrators can create question sets using the Survey Designer tool and associate them with work order tasks. When the configured trigger conditions are met, the questionnaire becomes available to the assigned agent directly from the task form.
Survey-based questionnaires support various types of questions and checklist items, and can be configured to be required before an agent closes a task.
When a dispatcher assigns a work order task to an agent and the agent selects Start Work, the task transitions to the Work in Progress state. This triggers the Questionnaires button to appear in the task form header. The agent selects Questionnaires to view all available questionnaires for the task, then selects Start on the desired questionnaire. After the agent completes it, the agent selects Submit to finalize responses, or Save to return to it later. After submitting, the agent returns to the work order task, completes the remaining work, and closes the task.