We have a requirement that we need to create a Experience Survey for Incident and Service requests .
- When Incident state is closed or resolved the survey link should trigger to the caller through notification .[ Same for RITM Also ]
Introducation page looks like this
Below is the Form example
1.Please enter your Ticket number. (Available in the Survey email)
can this default?
- We understand that your Ticket has been resolved or fulfilled. Is this correct?
Yes
No
If No please provide some additional information to help us understand the status
Commentary box
- Did you feel a lot of effort was required from you to resolve the issue?
Mostly driven by me
Hardly any effort
Commentary box
- Did you feel the agent had the to help resolve the issue?
Strongly disagree
Strongly agree
Commentary box
5.How was your overall experience in relation to this issue or request?
Did not meet my expectations
Met my expectations
6.Would you like to add any further comments about your recent experience?
- Based on your interactions with Tech Hub, how satisfied are you with our service?
Not at all satisfied extremely satisfied
Submit
How to develop this survey , Please help me with steps and screenshots .
The email should be trigger like this
Dear Caller ,
We would love it if you’d take this short survey about your IT experience, we know you’re super busy so this will only take a few minutes.
Link to survey
Thank you for taking the time to help us on our journey.
______________________________________________________________________________________
Our goal is to continuously improve our services and processes so that. We believe you can help us define what that is Our greatest source of motivation and inspiration is you!
This email is related to the below interaction only.
Ticket No: XXXXXXXX
Description: xxxxxx
Solution: xxxxxxxx
I need Your help to develop this survey ,
Please provide steps screenshots for better understanding and it is very helpful to me .
Hello,
Below is how you will have to do it:-
1) Go to survey designer:-
Then you will have to drag and drop the option based on the type of field:-
For example :- We understand that your Ticket has been resolved or fulfilled. Is this correct? This will be a choice field. Once you drag and drop click on the gear icon:-
Here you will be able to configure everything related to that question:-
Also in case that question is dependant on any other question, click on dependency and select when is should be displayed.
Similarly you can configure for all questions then save and publish it
Now to define when it should be sent go to view surveys
Open the survey you just created go to the trigger condition related list and define the trigger condition that table is incident and state is resolved.
You can also check the below video which explains quite in details about creating survey ins ServiceNow
https://www.youtube.com/watch?v=0CTMPVuqgtY
Please mark my answer as correct based on Impact.
