Questionnaires in Field Service Management

  • Release version: Australia
  • Updated June 4, 2026
  • 1 minute to read

    • Field Service Management supports questionnaires as a structured mechanism for collecting information from field service agents during the execution of work orders and work order tasks. Questionnaires can be used at any stage of a task—before work begins, while work is in progress, or as a condition for closing a task—and can be made mandatory to enforce compliance and completeness.

    Questionnaires serve several operational purposes across the field service lifecycle.
    • Agents can be required to complete a compliance checklist or safety check before starting work on a task, ensuring they have taken proper precautions and met regulatory requirements.
    • Inspection questionnaires can be triggered before a work order is completed, allowing reviewers and agents to verify that all required steps have been executed to the expected standard.
    • Checklist-style questionnaires confirm that all necessary actions have been performed before a task is closed.
    • Structured questions capture task-specific information—such as equipment condition, compliance confirmations, or part usage details—directly in the field, reducing manual follow-up and data entry errors.

    Structured questions capture task-specific information—such as equipment condition, compliance confirmations, or part usage details—directly in the field, reducing manual follow-up and data entry errors.

    Questionnaire types

    Field Service Management supports the following two types of questionnaires.
    Table 1. Questionnaires
    Type Description Authoring tool
    Survey-based questionnaire Uses the Survey Designer to create a list of questions associated with a work order or task. Survey Designer
    Smart Assessment questionnaire Uses the Smart Assessment Engine template designer, with support for conditional questions, offline execution, and enhanced mobile integration via Now Mobile Agent. Smart Assessment Engine (Template Designer)

    Both types are triggered from the same work order and work order task forms. Smart Assessment allows migration from existing survey-based questionnaires, and once Smart Assessment is enabled, it cannot be disabled.

    Where questionnaires are used

    Questionnaires are available across both the web interface and the ServiceNow Agent mobile application. On mobile, agents can view, answer, and submit questionnaires while offline; responses are stored in the device's local cache and synchronized when connectivity is restored. Agents cannot view each other's completed questionnaire responses.