--- 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 --- # Smart Assessment questionnaires # Smart Assessment questionnaires {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Smart Assessment questionnaires Smart Assessment questionnaires are designed for Field Service Management (FSM) technicians to capture precise and critical task-related information in a structured manner during work execution. These questionnaires are integrated into work order tasks and can be made mandatory, ensuring that technicians provide all necessary details before closing tasks. Built on the Smart Assessment Engine platform, these questionnaires support both online and offline data capture, enabling technicians to collect information directly at the point of work. Show full answer Show less ## Key Features * **Mandatory Completion:** Work orders or tasks cannot be closed until all relevant questionnaire responses are submitted, ensuring compliance and completeness. * **Adaptive Questionnaires:** Questions dynamically adjust based on technician responses, showing only relevant queries to streamline data collection. * **Reusable Templates:** Standardize information collection across diverse tasks and operational domains, reducing administrative effort. * **Offline Capability:** Technicians can continue assessments without connectivity, with automatic synchronization upon reconnection. * **Edit and Update Responses:** Technicians can revisit and modify submitted answers without restarting the questionnaire. ## Practical Use Case For example, a field service technician performing HVAC inspections can use a consistent questionnaire template across multiple sites. The questionnaire adapts to findings, prompting additional questions only when necessary, and ensures all safety and compliance checks are documented. This guarantees process consistency, data accuracy, and regulatory adherence without requiring new questionnaire setups for each visit. ## Operational Workflow * **Work Order Generation:** The system creates work orders from maintenance plans. * **Task Access:** Technicians open work order tasks via the mobile app. * **Questionnaire Launch:** Technicians launch the Smart Assessment questionnaire within the task. * **Submission:** Inspection or task results are submitted through the questionnaire. * **Follow-up Actions:** The system triggers subsequent tasks based on questionnaire responses. * **Task Closure:** Work order tasks are closed only after completing all required questionnaire entries. ## Benefits for ServiceNow Customers Implementing Smart Assessment questionnaires enhances accuracy and compliance in field service operations by enforcing structured data collection. It simplifies administrative efforts through reusable templates and adaptive questioning, while offline capabilities ensure uninterrupted data capture. This results in improved operational consistency, regulatory adherence, and informed decision-making based on reliable field data. Smart Assessment questionnaires enable Field Service Management technicians to capture accurate and task-critical information in a structured way during work execution. As part of completing work order tasks, Field Service technicians can be mandated to fill up questionnaires that record important details of the task. Smart Assessment is built on Smart Assessment Engine- a platform-level capability available for Field Service Management through dedicated plugins and store applications. For more information on activating it, see [Activate Smart Assessment for Field Service questionnaire](https://www.servicenow.com/docs/rJp86fBBTcJ6teexqu3tCw "You can activate the Smart Assessment for Field Service Questionnaire plugin (sn_fsm_smart_asmt) for Field Service Management if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed."). * Smart Assessment questionnaires are used to collect task-specific information such as safety checks, inspection details, compliance confirmations, and work completion checklists from technicians. These questionnaires can be configured as mandatory. This ensures a work order or work order task is not closed until all relevant details are captured by the agent. * The questionnaires help in verifying if the field service agent has completed all the required steps and complied with organizational, safety, and regulatory requirements of the work order. * Technicians can complete assessments online or offline while executing tasks in fields, ensuring data is captured at the point of work. * Smart Assessment questionnaires use reusable templates that standardize the process of collecting information across different work order tasks, task types, and operational domains. ## Smart Assessment questionnaire use case {#smart-assessment-questionnaire__section_z4n_zl1_4jc} Priya is a field service technician who performs routine HVAC inspections across multiple retail locations for a facilities management company. Each inspection covers the same core checks, but some units require additional follow-up depending on what Priya finds on-site. When Priya begins an inspection, a questionnaire becomes available for the task. While working through it, the questions adapt to the responses --- if a partially blocked filter is flagged, additional questions appear prompting Priya to document the condition further. Questions that don't apply to the unit don't appear on the questionnaire. Even with a connection issue mid-inspection, Priya continues working and the responses sync automatically once the device is back online. The same template drives every store visit, to ensure that the process stays consistent without administrators having to set up a new questionnaire each time. And if a response needs to be corrected after submission, Priya can revisit and update it without starting over. ## Example: Equipment Safety Inspection {#smart-assessment-questionnaire__section_example_equipment_safety_inspection} A service technician needs to capture inspection and compliance data in a structured way during work execution. Smart Assessment questionnaires guide technicians through standardized checklists that adapt based on responses, preventing closure until all required information is recorded. {#smart-assessment-questionnaire__table_equipment_safety_inspection_process_flow__entry__3} | Step | Actor | Action | |-|-|-| | 1 | System | Generates work order from maintenance plan | | 2 | Technician | Opens work order task in mobile app | | 3 | Technician | Launches Smart Assessment questionnaire | | 4 | Technician | Submits inspection results | | 5 | System | Triggers follow-up tasks based on responses | | 6 | System | Closes work order task | [ ] {#smart-assessment-questionnaire__table_equipment_safety_inspection_process_flow} **Related concepts** * [Survey-based questionnaires](https://www.servicenow.com/docs/E68DYBRo~L94ozkzt9A6Gg "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.") * [Questionnaires in Field Service Management](https://www.servicenow.com/docs/Ep5fCZCzWZwHeCiQFO3xzQ "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. They can be made mandatory to enforce compliance and completeness.")