this video shows how the field service management customer experience application keeps your customers informed when a field agent is traveling to their location this interaction helps you work better with your customers and build their trust let's look at a typical field agent visit to a customer the process starts when the dispatcher opens a work order task to be assigned to an agent they assign the task to Teddy Taylor they scheduled the work start date and time and update to a assign the task when the dispatcher assigns the Task customer experience notifies the customer by email or SMS that a work order task has been created at the same time the agent receives a notification in their mobile app and opens the new task when the agent accepts the Task customer experience notifies the customer that an agent has been assigned the field service administrator defines these customer notifications in customer experience when the agent starts travel to the customer's location customer experience notifies the customer that the agent is on the way and when they will arrive the customer can check the agent's progress on the map for better communication the customer can send messages to the agent as well here the customer lets the agent know that security will be waiting at the job site and the agent sees the message on their device by keeping your customers informed during agent visits customer experience helps you work better with them and build their trust for more information see our product documentation or knowledge base or ask a question in the service now community