---
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/australia/field-service-management/customer-experience.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
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.

**Related topics**  


[Activate Field Service Management Customer Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/work-order-management/Configuring-cust-exp.md)