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Send Automated Survey when the Customer Accepts the Resolution

razanantar
Tera Contributor

a month ago

I want a Customer Satisfaction survey to be triggered when case state changes to "Resolved" and the resolution is accepted by the customer. Survey is only sent once per case. Survey link is delivered to the customer via email or shown in the portal.

 

In All -> Self-Service-> My Assessments and Surveys , i have the Customer Satisfaction survey

 

How can i implement this? 

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2 REPLIES 2

AndersBGS
Tera Patron
Tera Patron

a month ago

Hi @razanantar ,

 

You can just create a new survey definition with trigger condition - this will generate a survey for the user. besides this, I would utilize flow designer for based on new survey triggered, then trigger a notification for the end-user. Based on this, the user can either utilize a link in the notification sent or from the SP/ESC.

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

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Mexiprince
Kilo Sage
Kilo Sage

a month ago

@razanantar ,

Sure like @AndersBGS  has said, a survey trigger condition needs to be setup.

  1. Navigate to All > Survey > Administration > Trigger Conditions.
  2. Click New, fill the form out. Select your survey, the user field and then the condition field to meet your need and submit.
  3. Review the below  documentation: https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/administer/survey-admin...
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