Article : Adding Employee Center Feedback Functionality into Custom Portals

[Shashank_Jain]

Article: Adding the Employee Center "Provide Feedback" Feature in Custom Portals :

Many developers in the ServiceNow Community have been asking how to bring the Employee Center's "Provide Feedback" feature into custom portals. Since clear documentation on this is limited, I’ve put together this quick, step-by-step guide to help you bridge the gap and enable this powerful tool in your own custom portals.

Hello everyone! In this article, we will explore how to leverage the "Provide Feedback" functionality from the Employee Center and integrate it into a custom ServiceNow portal.

As many of you know, the "Employee Center Pro" plugin introduces a built-in feedback mechanism. This feature allows users to easily share their thoughts and submit feedback directly through the portal interface, helping organizations improve the user experience.

Refer this Image : This feature is on Employee center portal OOB. (After installation of Employee Center Pro Plugin).

In this article, we will demonstrate how to add this functionality to a custom or alternative portal. To show you how this works in practice, we will use the standard Service Portal (sp) for our demonstration.

 

Prerequisites

Before we begin, ensure that your instance meets the following requirements:

1. Install the "Employee Center Pro" Plugin This functionality is bundled with the Employee Center Pro application. Make sure the plugin is active in your instance.

   • Direct Link: App Manager - Employee Center Pro

   Note: Replace instancename in the URL with your actual ServiceNow instance name.

2. Theme Compatibility The "Provide Feedback" feature is tied to the Employee Center header. To make this work in your custom portal, you must ensure your portal's theme is using the Employee Center Header. We will cover how to configure this in the steps below.

Step 1: Configure the Portal Header

1. Navigate to Service Portal > Portals in the Application Navigator.

2. Search for and open the record for your target portal (e.g., Service Portal).

3. Click on the Theme record associated with that portal to open it.

4. In the Header field, search for and select Employee Center Header.

5. Click Update.

Refer Images :

Step 2: Define the Feedback Configuration

Once the header is set, you need to tell the system which portals are authorized to use the feedback functionality.

1. In the Application Navigator, navigate to Employee Center > Feedback Configurations.

2. Click New to create a new configuration record.

3. Fill in the details:

   • Feedback Portal: Select Service Portal (or your specific custom portal).

   • Active: Ensure this checkbox is checked.

   • Note : Most of the details on the form will be automatically filled, just select the correct Feedback Portal and name the record.

4. Click Submit
   

Refer Below Image :

Step 3: Set Up the Feedback Definition

Now, you need to configure the Feedback Definition. This step determines exactly what the feedback form looks like—including the questions, ratings, and fields that your users will see.

1. Navigate to Employee Center > Feedback Definitions.

2. You have two options here:

   • Create New: Click New to build a custom feedback form from scratch.

   • Modify Existing (Recommended for Demo): Open the Out-of-the-Box (OOB) record titled "Experience Feedback."

3. In the Portal field, change the value from "Employee Center" to your custom portal (e.g., Service Portal).

4. Click Update.

[Image: Screenshot of the Feedback Definition record showing the Portal field being updated to Service Portal]

Step 4: Verify the Results

Hurray! You have successfully integrated the feedback feature. Now, it’s time to see it in action.

1. Navigate to your custom portal URL.

2. Look at the portal header; you should now see the "Provide Feedback" option.

Note : 

• Navigate to Employee Center > Feedback Analytics.

• Here, you can view all the feedback records submitted through your portal.

Thank you, Please give it a try it on your PDI.

[GlideFather]

Hi @Shashank_Jain,

thank you for sharing, it looks interesting and I wanted to try it out :))

I followed your steps, the EC Pro is activated, I can see the Provide feedback tab already, but I cannot find the path: Navigate to Employee Center > Feedback Definitions.

Could you possibly review that the path is correct? Or eventually share the table name or sys ID how to get to that record that you have taken the screenshots from?

That would be smashing, thank you very much

 

[Shashank_Jain]

Hii @GlideFather ,

If you have installed the EC Pro plugin.

You can once reload the page, hopefully then those modules will be visible.

Refer Image :

OR You can directly navigate through table name.

Feedback Definitions : sn_ex_sp_pro_feedback_definition

Feedback Configurations : sn_ex_sp_pro_feedback_configuration

Hope it helps.

If you have any other doubt please feel free to reach out.

Thank you!

[GlideFather]

Smashing job, @Shashank_Jain!

Thank you for sharing this and for helping me to locate the modules, I got it now, this is excellent post! :)))

[Shashank_Jain]

Thank you for the feedback 😀 @GlideFather !