What is "Customer Satisfaction Score" field on Interactions table?

[Max64]

Hello All,

I would like to know the meaning and usage of the "Customer Satisfaction Score" field in the Interactions table.

I found this field in the data dictionary and it is marked as read-only.

I would like to be able to send the csat score via phone call back to the Interaction record.

Here is answer from ServiceNow Support

Issue: What is "Customer Satisfaction Score" field on Interactions table?

Most Probable Cause: After checking with our dev team, we found that 'customer satisfaction score' field was added as per Business Unit request but we do not have any logic implemented yet to use that field. It is expected that it is empty at the moment.

In short, the dictionary entry was added to the Interaction table, but script to compute it was not added at that time.

Solution Proposed: The 'Customer Satisfaction Score' is empty as per expected behavior.

[Slava Savitsky]

When you activate walk-up experience, customer satisfaction surveys get sent out for closed walk-up interactions. Maybe they are going to store the survey result in that field at some point.