Random Ways to trigger the CSAT Survey for Incidents

[SNOW46]

Hi All,

Currently I have configured on CSAT Survey for the Condition when Incident Gets Resolved, it will be triggered to the Caller for each and every Incident.

But our team don't want to send the Survey to the user for each and every Resolved Incident. Rather they are looking for some Random Conditions to be set for this so that it will trigger to the Caller.

But I am confused her as to what are all the possibilities for the Random Conditions/Ways to trigger the Survey.Can anyone let me know the different options or ways so that I can suggest our Team on this.

Thanks..in Advance.

[Tony K]

When  you configure the survey, you can check the box to trigger surveys randomly based on your criteria. When you check the trigger random box, then you get another box where you can say what % of the time should surveys go out. You could say 50%, then 50% of the time surveys would go out that meet your criteria. 

You can read up more here:

https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/survey-administration/...

[SNOW46]

Hi Tony,

Can you please suggest me bit more. I want to give them the different options how can we set the same.

Thanks

[Tony K]

here are some options:

1. Repeat Interval - you could choose to only survey the same user by various time periods. Only survey every 15 days, 30 days etc.

2. Trigger randomly - you set a percentage and if you pick 30%, then 30% of the time it meets the conditions a survey would be sent. 

3. Survey straight up 100% of the time based on the condition.

4. You can add further conditions to any of these options like only survey a certain category, anything that you can build through the condition builder under trigger conditions. 

Does this help more?

[SNOW46]

Hi Tony,

It makes sense for me and I think it gonna work as well.

For Option Trigger randomly - you set a percentage and if you pick 30%, then 30% of the time it meets the conditions a survey would be sent, how it is gonna work.

Which time it will consider and when it is going to trigger the Survey to the user?

For option You can add further conditions to any of these options like only survey a certain category, anything that you can build through the condition builder under trigger conditions :

Can you suggest me what all Conditions I can define..

Thanks