Random Ways to trigger the CSAT Survey for Incidents

SNOW46
Tera Contributor

‎08-26-2019 06:02 AM

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.

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Tony K
Kilo Sage
Kilo Sage
In response to SNOW46

‎08-27-2019 07:38 AM

Randomly trigger means just that. It will randomly trigger based on the % that you choose and the conditions that you have set. ServiceNow does the calculation in the background. As for conditions, examples are when an incident state goes to resolved or closed, you could only send surveys for a certain category or exclude sending surveys that certain assignment groups worked on. In previous experience HR setup surveys to skip where there were cases of a death in the family etc. They filtered this out based on the fields on their form. 

If any of this has been helpful can you mark the question resolved or helpful? Thanks.

 

 

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