Configuring work order questionnaires
Summarize
Summary of Configuring Work Order Questionnaires
Configuring work order questionnaires is an optional feature that allows Field Service agents to gather essential information while performing tasks. This can include compliance verification, safety checklists, and inspection questionnaires. System administrators can create and associate these questionnaires with work orders or tasks, ensuring agents complete them before closing tasks if necessary.
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Key Features
- Questionnaire Creation: Administrators can use the Survey Designer tool to create questionnaire records with specific questions and configuration details.
- Trigger Conditions: Set conditions that determine when a questionnaire appears, such as changing a task's state to Work in Progress.
- Mandatory Completion: Make questionnaires mandatory for agents to fill out before they can close tasks.
- Demo Questionnaire: The Inspection Questionnaire provides a practical example of how questionnaires are used within the Field Service - Questionnaire plugin.
Key Outcomes
By implementing work order questionnaires, ServiceNow customers can enhance compliance, improve safety checks, and streamline task completion processes. Agents will have clear prompts for required information, ensuring that all necessary data is collected before task closure. Note that once a work order or task is closed, the questionnaires become non-editable.
Next Steps
- Activate the Field Service - Questionnaire plugin if you have admin rights.
- Create and associate questionnaires with relevant tables such as Work Order or Work Order Task.
Questionnaires gather different types of information from Field Service agents, such as verifying their compliance with the generic Field Service process while working on the task. Configuring Field Service questionnaires is optional.
As part of completing some work orders and tasks, Field Service agents fill out questionnaires or complete checklists. For example, an agent might need to complete a safety checklist before starting work on a task or fill out an inspection questionnaire before completing a work order.
The work order questionnaire feature enables users with the system administrator role to create questionnaire records and associate those records with work orders or work order tasks. The administrator can also make filling out the questionnaire mandatory before an agent closes a task. Questionnaire records include some configuration information, such as the condition or event that triggers the questionnaire, as well as the list of questions included in the questionnaire. 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. Clicking this button displays the Questionnaires page, where the agent can complete the questionnaire or checklist.
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.
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.
- The dispatcher assigns a work order task to an agent.
- The agent accepts the task and clicks Start Work on the task form.
- The task state changes to Work in Progress.
- The Questionnaires button appears in the task form header.
- The agent clicks Questionnaires to display one or more available questionnaires for the task.
- The agent clicks Start on the desired questionnaire.
- The agent completes the questionnaire and clicks Submit or Save.
- The agent returns to the work order task, completes the work, and closes the task.