Configuring survey-based work order questionnaires

Admin can create survey-based questionnaires and associate them with work order tasks.

The Survey Designer tool is used to create the questionnaires.

When a work order or task has an associated questionnaire, the Questionnaires button appears at the top of the form. Selecting this button displays the Questionnaires page, where the agent can complete the questionnaire or check-list.

Note:

The Survey Designer tool for Field Service Management doesn't support the functionality of retaking a questionnaire.

Demo questionnaire

The Inspection Questionnaire is a demo questionnaire record that is included with the Field Service - Questionnaire plugin. Whenever a work order task changes to the Work in Progress state, this questionnaire record adds a questionnaire to that task.

The following is a screen shot of the demo questionnaire form. In the Trigger condition section, there’s a condition that the state must have changed to Work in Progress.

When defining trigger conditions, the operator changes to means that the state was changed to Work in progress. If you instead use the operation is, then the questionnaire is triggered every time that an update is made to the task.

This demo questionnaire works as follows:

1. The dispatcher assigns a work order task to an agent.
2. The agent accepts the task and selects Start Work on the task form.
3. The task state changes to Work in Progress.
4. The Questionnaires button appears in the task form header.
5. The agent selects Questionnaires to display one or more available questionnaires for the task.
6. The agent selects Start on the desired questionnaire.
7. The agent completes the questionnaire and selects Submit or Save.
8. The agent returns to the work order task, completes the work, and closes the task.

Note:

Questionnaires aren’t editable after the associated work order or task is closed.

Configuration overview

The steps for setting up work order questionnaires are:

1. Activate Field Service Questionnaire

   Install the Field Service- Questionnaire plugin (com.snc.wm_questionnaire) if you have the admin role.

2. Create a questionnaire for a work order or task

   Create a questionnaire to be completed before work starts or after a work is done.

Related tasks

• Activate Field Service Questionnaire
• Create a questionnaire for a work order or task