Published at: 2026-09-17

Configure review methods and messages

Configure review methods and invitation messages so customers can submit service feedback.

Overview

The Service Review node in a work order process triggers a review. You can assign a fixed QR code template or match review rules based on work order conditions. A rule can combine QR code, SMS, and email invitations.
The review method, required setting, skip action, multiple-review setting, and timeout completion determine when the work order can leave the node. Define the submission requirement before you select invitation channels and completion behavior.
Review entry or invitation channel Recipient or entry Main requirements
QR code The engineer shows the code to the customer The engineer can handle the review node; guest submission also depends on guest mode and permissions
SMS Mobile number from the recipient field selected in the rule The number is valid, and the SMS template, signature, and quota are available
Email Email address from the recipient field selected in the rule The address is valid, and the email template contains the #URL# review-link variable

Before you begin

  • Enable End User ShareService and configure the review template, layout, and external-role permissions.
  • Use an administrator account with permissions to configure work order processes, user review rules, and notifications.
  • The custom work order process has been created, and the target work order record type has been assigned to the process.
  • For SMS or email invitations, prepare a valid mobile number or email address and confirm the SMS quota, email template, and review-link variable.

Select review configuration mode

Mode Applicable scenarios Templates and invitation methods Main limitations
QR code review All work orders at the node use the same review template, usually for an on-site invitation from the engineer The node uses a fixed template and displays its QR code Cannot switch templates or message combinations based on work order conditions
Match by rules Work orders in the same process need different templates or channels based on type, scope, or other conditions Rules determine the template, QR code, and message channels Depends on rule priority; the node is skipped automatically when no template is matched

Configure fixed QR code review

  1. In the target custom work order process, drag the Service Review application node to the point where you want to invite the customer to submit a review. Place the node after the customer can evaluate the service result.
  2. Select the work order and the corresponding execution task in the node properties.
  3. Set Service Review Method to QR Code Review.
  4. Select a fixed service review template. When the customer opens the QR code, the page uses the Service Review record type and layout assigned to the external role.
  5. Check the task owner. By default, this mode uses the Service Engineer field on the work order.
  6. Customize the primary action label as needed, and decide whether to hide Skip Review in the to-do item.
  7. If multiple customers need to review one work order, enable Allow Multiple Review Submissions. The handler must manually complete the node after all invitations are finished.
  8. To limit the waiting period, enable Automatically Complete Review Node and set a duration. If no review is submitted within that period, the system skips the node.
  9. Save and submit the process.
Configure fixed QR code review node
If the work order has no service engineer, use a test work order to verify the actual handler and to-do entry before you publish the process.

Configure rule-based reviews

Enable rule matching in the process node

  1. In the service review node, set the service review method to match by rules.
  2. Configure the automatic timeout duration based on the business requirement.
  3. Save and submit the process.
Set the service review node to match review rules
Use rule matching when work orders require different conditions, templates, or invitation methods. If every work order uses the same template, use fixed QR code review. In rule-matching mode, the node is skipped automatically when no rule provides a template.

Create a new review rule

  1. Go to Field Service > System Settings > End User ShareService > User Review.
  2. Select New Rule in the review rules list.
  3. Enter a rule name and set the Work Order Scope. Select all work orders or define filters based on work order fields.
  4. Select the service review record type. This record type determines the final review layout that customers see.
  5. Select Display QR Code, SMS, email, or a supported combination of these channels.
  6. Configure the message delivery priority.
  7. Specify whether the review is required, and then save the rule.
  8. Return to the rule list and select Adjust Priority to set the matching order.
View and adjust the priority of service review rules
Rule setting Purpose Notes
Rule name Identifies the review rule Use a name that distinguishes the work order scope and review scenario
Work order scope Determines which work orders use the rule Overlapping rules are matched by priority
Service review type Specifies the Service Review record type and layout Assign the record type and layout to the external role first
Manual invitation Shows a QR code to the handler The customer scans the code on site or opens the code shared by the engineer
Message invitation Sends the review entry by SMS or email Each channel has separate recipient, template, or quota requirements
Required review Controls whether a customer submission is required before the node can end Works with the node’s skip and automatic-completion settings

Configure invitation channels

Channel conditions and restrictions

Channel Recipient or entry Requirement Failure or limitation
Display QR Code The engineer shows the code during the review task The rule enables manual invitations, and the engineer can handle the review node The customer must scan the code; guest submission depends on guest mode and permissions
SMS Mobile number from the recipient object selected in the rule The selected field has a valid number, and sufficient SMS quota is available Sending fails when the number is empty or the quota is insufficient
Email Email address from the recipient object selected in the rule The email template contains the review link The recipient cannot open the review page when the address is empty or the template omits #URL#
The rule page describes SMS delivery to a mobile number on a selected recipient object, while some examples use the work order phone. Use the recipient object and mobile-number field shown in the current rule, and verify the number with a test work order.

Configure message delivery priority

  • Priority is disabled: The system sends through every selected channel in the rule.
  • Priority is enabled: The system sends in the configured order. After a higher-priority channel succeeds, the system does not send through lower-priority channels.
Sent successfully means that the system completed the send attempt. It does not guarantee that the customer received or opened the message. Verify the recipient, template, SMS quota, and actual delivery.

Configure SMS and email messages

Configure the SMS template

  1. Confirm the recipient object and mobile-number field selected in the review rule.
  2. In the SMS notification settings, find Invite Review and confirm that it is enabled.
  3. Keep the review-link variable in the template.
  4. Confirm that the SMS signature and template are approved and that quota is available.
Check SMS invitation review notification
The source provides this SMS template:
Dear customer: Work order #Work Order Number# - #Work Order Subject# is complete. Thank you for your support. Submit a review: #URL#

Configure the email template

  1. In object template management, open Email Templates and locate the work order service review template.
  2. Check the applicable object, subject, and message body.
  3. Add the review-link variable #URL# to the message body.
  4. To display linked text, switch to HTML content and use:
<a href="#URL#">Submit a review</a>
  1. Save the template and confirm the link with a test email.
View work order service review email template and preview
Configure the review short link variable in the email template HTML

Configure review completion logic

Setting Effect on the process
Required review The customer must submit a review before the node can end and the process can continue
Optional review A customer submission is not required; the handler can end the node with the configured action
Hide Skip Review The handler does not see the manual skip action in the to-do item
Allow multiple reviews The work order can receive multiple submissions; the handler must manually complete the node after all invitations are finished
Automatically complete the review node When the configured duration expires, the system skips the node even if no customer submitted a review
If the business requires a customer review, do not configure a timeout that ends the node without one. Otherwise, the work order can continue when the timeout expires.

Distinguish between save, submit and complete

Action Operator Result
Save a review rule or message template Administrator Saves the configuration without creating a customer review record
Save and submit the process Administrator Publishes the process-node configuration for work orders that enter the node later
Submit a review End user or guest Creates a Service Review record; a required-review node can end after its submission condition is met
Complete the review node Engineer or current handler Ends a review task that allows manual completion; in multiple-review scenarios, complete it after all invitations are finished
Automatic completion System Skips the node after the timeout; it does not mean that a customer submitted a review

Registered-user and guest scenarios

Scenario Sign-in requirement Permission requirement QR code review SMS and email delivery
Registered end user Sign in when prompted; signed-in users can open the page directly The assigned external role has Service Review > New permission The system identifies the connected user and records the match result The rule sends to the configured recipient field
Guest No sign-in is required when guest reviews are enabled Guest mode is enabled and the guest role has Service Review > New permission The customer can complete and submit the review directly Delivery depends on the recipient field configured in the rule

Expected results and verification

  1. Prepare a test work order for each review rule, and move each work order into the Service Review node.
  2. Confirm that the matched record type, QR code entry, and message channels agree with the rule.
  3. When multiple rules match, confirm that the expected rule wins by priority. Then verify that a work order with no matching template skips the node automatically.
  4. Verify the SMS and email recipients, and confirm that each review link opens correctly.
  5. Verify how required review, manual skip, multiple reviews, and timeout completion affect the node’s completion condition.
  6. Use a registered end user and a guest to verify sign-in, permissions, and identity recognition.
  7. After submitting a review, open the Service Review object and confirm the review source, submitter identity, and associated work order.

FAQ

The SMS invitation was not sent

Check the recipient object and mobile-number field selected in the rule, the SMS template status, and the remaining quota. Sending fails when the SMS quota is insufficient.

The email arrives, but the review page does not open

Confirm that the email template contains #URL#. Text such as Submit a review does not create an accessible link by itself.

The work order continued without a review

Check whether the review is optional, whether the handler can skip the node, and whether automatic timeout completion is enabled. The node is also skipped automatically when rule matching does not find a template.

The customer is asked to sign in after scanning the QR code

Guest reviews are not enabled, or the guest role lacks Service Review > New permission. This is expected when the business requires a known reviewer. To allow direct guest reviews, configure guest mode and object permissions in End User ShareService.

Related topics

Submit Feedback
Previous
Configure manual follow-up calls
Next
Configure service review templates