Customer self service

Enable customers to manage their own information and updates. Enhance convenience and transparency by enabling customers to easily track the status of their work orders, view agent locations, and provide feedback, leading to a more efficient service experience.

Use Field Service Management Customer Experience to send notifications to your customers through email and SMS, such as status of their work order tasks, agent's current location, and provide agent feedback.

• View and add comments to work order tasks from the Customer or Consumer Service Portal
  View the details of any work orders and related tasks from the Customer or Consumer Service Portal.
• Track the current location of field service agents
  View the current location of agents to track their estimated time of arrival.
• Track the current location of agents from email or SMS notifications
  Track the current location of agents and their estimated time of arrival through email or SMS notifications.
• Collecting agent feedback
  Use Field Technician Feedback to collect feedback of field service agents from the customers by sending a survey link through email and SMS.
• Preview and sign closed work orders from the Customer or Consumer Service Portal
  As a customer, you can digitally sign work orders that are closed and in the Closed Complete or Closed Incomplete state to provide confirmation that the work order should be closed.

Related concepts

• Configuring Field Service Management Customer Experience