Customer Experience in Field Service Management

concept brazil Updated Sep 10, 2026 1 min read customer-experience.md

The Customer Experience feature in Field Service Management provides customers with timely updates about their reported issues, enabling them to track the location of agents and provide agent feedback.

The Customer Experience feature provides transparent communication and constant updates to customers about their reported issues through automated email notifications or text messages.

After the agent completes the work, send customers a survey link to gather feedback on the work.

[Omitted image "SMS-now-mobile.png"] Alt text: Smartphone with SMS notifications about a work order task.

Example: Technician Arrival Notification

A customer needs to know when a technician is on the way and when the job is complete without having to call the service desk. Field Service Management Customer Experience automatically sends email and SMS notifications to customers when key work order task milestones occur, including assignment, en route, arrival, and completion.

Step	Actor	Action
1	Technician	Accepts assignment
2	Technician	Updates status
3	System	Triggers notification
4	Customer	Receives ETA
5	Technician	Arrives on site
6	Technician	Updates status
7	System	Sends completion notification

Customer or Consumer Service Portal

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---
title: Customer Experience in Field Service Management
description: The Customer Experience feature in Field Service Management provides customers with timely updates about their reported issues, enabling them to track the location of agents and provide agent feedback.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/field-service-management/customer-experience.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Integrated work order entry, Explore, Field Service Management]
---

# Customer Experience in Field Service Management

The Customer Experience feature in Field Service Management provides customers with timely updates about their reported issues, enabling them to track the location of agents and provide agent feedback.

The Customer Experience feature provides transparent communication and constant updates to customers about their reported issues through automated email notifications or text messages.

After the agent completes the work, send customers a survey link to gather feedback on the work.

\[Omitted image "SMS-now-mobile.png"\] Alt text: Smartphone with SMS notifications about a work order task.

## Example: Technician Arrival Notification

A customer needs to know when a technician is on the way and when the job is complete without having to call the service desk. Field Service Management Customer Experience automatically sends email and SMS notifications to customers when key work order task milestones occur, including assignment, en route, arrival, and completion.

|Step|Actor|Action|
|----|-----|------|
|1|Technician|Accepts assignment|
|2|Technician|Updates status|
|3|System|Triggers notification|
|4|Customer|Receives ETA|
|5|Technician|Arrives on site|
|6|Technician|Updates status|
|7|System|Sends completion notification|

**Related topics**  


[Activate Field Service Management Customer Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/field-service-management/work-order-management/activate-customer-experience-fsm.md)

[Customer or Consumer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/field-service-management/customer-experience-for-field-service-management/use-customer-experience.md)