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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Smart Assessment questionnaires

# Smart Assessment questionnaires {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Smart Assessment questionnaires enable Field Service 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/_kCg_lZ8PDwWQQ_OHiJOAw "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. Additionally, these questionnaires can be configured as mandatory, ensuring a work order or work order task is not closed until all its 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.
**Related concepts**   

* [Survey-based questionnaires](https://www.servicenow.com/docs/NnwK0VmxJqt0FkLKg6d5iw "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/odYfyoQCqUp_C~YMbLCHbg "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.")