---
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


---

# Field Service Management questionnaires

# Field Service Management questionnaires {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Both survey-based and Smart Assessment questionnaires are available in the ServiceNow Agent mobile application. If a questionnaire is configured as mandatory for a work order task, the task can't be closed until the questionnaire is completed.

## Work order task questionnaire workflow {#field-service-management-questionnaires__section_cq5_5z3_rjc}

An admin authors the questionnaire, then configures the trigger and mandatory rule that control when it appears and whether a response is required. The admin activates and deploys the questionnaire for the work order task, making it available to technicians. When a technician opens the work order task, they start filling the questionnaire. Depending on the initial configuration, the questionnaire is one of two types:

* Survey-based questionnaire: presents a fixed list of questions, can be filled only while the technician is online, captures no per-response evidence, and is specific to the task.
* Smart Assessment questionnaire: presents adaptive questions, works offline, and captures comments, files, and justifications. Responses stay editable after submission.
{#field-service-management-questionnaires__ul_wnf_21j_rjc}

After completing the questionnaire, the technician validates and submits the responses, then closes the work order task.
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| Purpose | Smart Assessment questionnaire | Survey-based questionnaire |
|-|-|-|
| Primary purpose | Automating, standardizing, and enforcing structured data collection and validation during work execution --- safety checks, compliance confirmations, inspection details, and work completion checklists | General questionnaire use cases tied to work order tasks --- collecting task information before, during, or after work |
| Best suited for | Organizations with compliance, safety, or regulatory requirements where data must be captured consistently across many task types and operational domains | Organizations that need a straightforward questionnaire attached to specific work order tasks without cross-task standardization needs |
| Offline field work | Well suited --- technicians can complete assessments online or offline; data syncs when connectivity is restored | No offline support |
| Reuse across task types | Use when the same data collection process needs to apply across different work order tasks, task types, or operational domains --- reusable templates enable this | Use when questionnaires are task-specific and reuse across task types is not a requirement |
| Complex conditional logic | Supports conditional questions based on responses across all question types and across sections --- use when question branching is needed | Supports conditional dependencies but they are not migrated if you later move to Smart Assessment; less flexible for cross-section logic |
| Additional context on responses | Allows agents to add comments or attach files to individual question responses --- use when richer evidence capture is needed | No equivalent per-response attachment or comment capability mentioned |
| Template authoring | Templates are authored and published through Assessment Workspace using the Smart Assessment Engine Template Designer; templates must be published before a questionnaire can be created from them | Questionnaires are created directly using the Survey Designer tool- no publish step required |
| Retaking a questionnaire | Can be edited even after submission based on certain conditions | Not supported |
| Reversibility | Cannot be disabled once enabled at the instance level | Can exist until Smart Assessment is enabled |
| Recommended when | Your team works in the field with or without connectivity, compliance and standardization across tasks matter, and you need richer response capture (comments, attachments, justifications) | Your use case is simpler, your questionnaire uses data types Smart Assessment doesn't support |
[Table 1. When to use Smart Assessment vs. survey-based questionnaires]

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