Published at: 2026-09-17
Configure service review templates
Configure review templates to unify customer review content and scoring methods.
Overview
The record type and layout of the Service Review object form a review template. The template determines which fields customers complete and which page layout they see. Multiple work order types can share one template, or the review node and review rules can select different templates.
This page covers dependencies, Service Review fields, record types, layouts, and external-role permissions in End User ShareService. For triggers, message channels, and completion conditions, see Configure review methods and messages.
Before you begin
- Use an administrator account with permissions for Field Service settings, object management, and role permissions.
- Confirm whether reviews are limited to registered end users or whether guest submissions are also allowed. The two scenarios require configuring different role permissions.
- Map work order types to review templates and identify the ratings, signatures, comments, and other fields to collect.
- For SMS invitations, prepare an active SMS service and available quota.
Purchase and activate End User ShareService
External end users need End User ShareService to submit reviews from the Web portal. Confirm that the organization has purchased the required products:
- End-user accounts consume the applicable End User ShareService quota.
- SMS invitations require the SMS service and are billed by the SMS provider.
- Go to Field Service > System Settings > Configuration Overview.
- Find the End User ShareService in the External Connections area.
- Confirm that the feature is enabled. If it is not, use the page entry to activate it.
For information about the international Web portal, see Configure a Web customer service site. The source material also provides a service review configuration video.
Enter user review configuration
- Go to Field Service > System Settings > End User ShareService > User Review.
- For the Service Review object, select the setup action. You can also open the object from object management.
Configure Service Review fields
Check system preset fields
Service review records support both end-user reviews and manual follow-ups. Before configuring a layout, identify the system fields and their automatic values. Do not require customers to complete read-only fields.
| Field | API name | Type | Automatic value, purpose, and limitation |
|---|---|---|---|
| Service review number | name |
Auto number | Generates the review record number |
| Work order | cases_id |
Lookup | Links the work order being reviewed |
| Service request | - | Lookup | Links the service request being reviewed |
| Source account | cases_account_id |
Lookup | Defaults to the account on the work order or service request; older versions can label this field Work Order Account |
| Source contact | cases_contact_id |
Lookup | Defaults to the contact on the work order or service request; older versions can label this field Work Order Contact |
| Service Engineer | internal_process_user |
Personnel | Automatically filled in based on the work order; when the engineer field of the work order is empty, this field will also be empty |
| Service provider | external_process_user |
Lookup | Populated from the work order; available only when service provider features are enabled |
| Customer signature | signature |
Signature | Collects the customer’s signature; the layout can display or require it |
| Review source | resources |
Single select | Values include QR code, SMS, and manual follow-up; read-only and identified by the system |
| Submitter account | account_id |
Lookup (read-only) | Uses the account associated with the signed-in connected user |
| Submitter contact | contact_id |
Lookup (read-only) | Uses the contact associated with the signed-in connected user |
| Submitter identity verification | authentication |
Single select | Compares the connected user for the work order contact with the actual submitter and records match, mismatch, or guest |
| Follow-up agent | return_visit_customer |
User | Records the agent who performs a manual follow-up |
| Owner | owner |
User | For external submissions, uses the owner of the account associated with the submitter; for internal submissions, uses the signed-in user |
| External owner | out_owner |
User | For external submissions, uses the connected user who submits the review |
Add review field
- Enter the layout editing page in the Service Review object.
- Add fields such as rating, single select, multiselect, text, and signature as needed.
- When adding the Rating field, select a 5-point or 10-point scale. The system saves the star rating results in numbers, which can be used for statistics.
- Place the fields into the review layout and set the field name, required, read-only and help information.
- Save the layout.
Create review record type and layout
Create record type
- Open Record Type in the Service Review object.
- Create or enable record types for scenarios such as end-user reviews and satisfaction follow-ups.
- Decide whether to reuse the same record type or create multiple sets of record types based on the work order type and review content.
The record type defines the review data and layout. The fixed template selected in the review node, or the matched review rule, determines which record type is used.
Configure web and mobile layout
- Open Layout in the Service Review object.
- Create or edit a new/edit page layout for the target record type.
- Check the terminals supported by the layout individually. The original configuration page can be edited for web and mobile layouts.
- Save the layout and assign it to an internal or external role.
Layouts for end users can set field alignment. When there are many fields or the mobile label is long, you can use top and bottom alignment to reduce the field names from squeezing the input area.
Configure the record type and layout of external roles
- Go to Field Service > System Settings > End User ShareService > Business Objects.
- Find Service Review and confirm that it is available in End User ShareService.
- Select Record Type and assign visible record types to end users, guests, or custom external roles.
- Select Assign Layout and assign a create/edit layout to each role and record type.
- Configure scenario management and external related team data permissions according to business needs.
Record type, layout, and object permissions all apply. Assigning a layout without a record type or New permission does not allow external users to submit reviews.
Configure end user and guest permissions
Allow registered end users to rate
- Enter the role permissions of the End User ShareService.
- Select the end user or enterprise-defined external end user role.
- Enable View List, View Details and New in the Service Review object permissions and save the settings.
Allow guests to submit reviews
Allow guest reviews when customers should submit without registration or sign-in.
- Confirm that guest mode is enabled in End User ShareService.
- Select Guest in Role Permissions.
- Enable Service Review > New and configure list and detail access as needed.
| Audience | Required identity and permission | User behavior | Main limitation |
|---|---|---|---|
| Registered users only | End users or designated external roles have Service Review > New permission | Users register or sign in before submitting; the system records the creator’s identity | Users without a connected identity or permission cannot submit |
| Includes guests | Enable guest mode and give the guest role Service Review > New permission | Customers can submit without signing in | Guest submissions do not record a connected-user identity |
Configure end-user sign-in, registration, and identity conversion rules before testing.
Expected results and verification
- Create a test work order matching the target work order type, and let the process enter the service review node.
- Use the target external role to open the review portal and confirm that the page uses the expected record type and web or mobile layout.
- Check the display, required, and read-only status of ratings, signatures, and other fields.
- Use registered end users and visitors to verify permission boundaries respectively; unauthorized roles should not have the permission to create new reviews.
- After submission, check the linked work order, review source, submitter identity, owner, and rating in the Service Review object.
Notes
- The review template itself does not trigger reviews. Service review nodes must be configured in the work order process; review rules must also be configured when multiple sets of review conditions and channels are required.
- Changes to a record type or layout affect subsequently opened review pages. Before changing fields, confirm the reporting requirements for historical review data.
- The service provider field only exists after activating the service provider service. Do not regard this field as a fixed field that all enterprises have.
- Identity verification, data ownership, and message delivery conditions differ for guests and registered end users. Test them separately.