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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Customer Experience

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

Release version: Brazil  
Updated September 10, 2026  
![](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.

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.

## Example: Technician Arrival Notification {#customer-experience__section_example_technician_arrival_notification}

A customer needs to know when a technician is on the way and when the job is complete without having to call the service desk. Field Service Management Customer Experience automatically sends email and SMS notifications to
customers when key work order task milestones occur, including assignment, en route, arrival, and completion.
{#customer-experience__table_technician_arrival_notification_process_flow__entry__3}

| Step | Actor | Action |
|-|-|-|
| 1 | Technician | Accepts assignment |
| 2 | Technician | Updates status |
| 3 | System | Triggers notification |
| 4 | Customer | Receives ETA |
| 5 | Technician | Arrives on site |
| 6 | Technician | Updates status |
| 7 | System | Sends completion notification |
[ ]

{#customer-experience__table_technician_arrival_notification_process_flow}
**Related concepts**   

* [Customer or Consumer Service Portal](https://www.servicenow.com/docs/mdAX4EavxHgcTUPaEa8jOQ "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.")  
**Related tasks**   

* [Activate Field Service Management Customer Experience](https://www.servicenow.com/docs/1QLAQjeTLDBeBjCf8awNzw "Activate the Field Service Management Customer Experience plugin (com.snc.fsm_customer_experience) to use the Customer Experience feature with Field Service Management.")