Listening Posts in Journey Designer

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Listening Posts in Journey Designer

In Tokyo, we have made enhancements to Listening Posts functionality within Journey Designer.  Pulse surveys can be embedded into the Journeys experience on Employee Center so that you can easily gain insights into the employee experience.

What is Listening Posts?

ServiceNow Listening Posts helps you capture employee feedback across various touch points, gain insights, and take action to improve the employee experience. Listening Posts provides a more agile approach for capturing quick, in-the-moment feedback and translating it into action to meet employee needs.

You can read more about Listening Posts in this blog post.

Listening in Journeys

Using the Listening Posts application (v5.0.0), you can embed pulse surveys into a journey. Surveys can be shown to managers, employees, or mentors at any point along the journey.  Surveys are shown on the main Journey details page.

Figure 1 - From the Journey details page, the employee can see there is a survey. This widget is included OOB, listening_posts_my_survey.

Figure 2 - After the employee clicks “Share feedback” the survey is shown in a modal. The employee can answer the question/s directly from the Journey details page.

Configuration of Listening Posts in Journeys

Lifecycle Events

1. Create pulse theme
   1. Create a pulse theme. Pulse themes are groupings of surveys. Set the Type field to Employee lifecycle.
      Figure 3 – Pulse Theme Type is set to Employee lifecycle

1. Create pulse survey
   1. Create a pulse survey. Use the Theme field to link the survey to the Pulse theme previously created.
   2. Add a question to the survey.
   3. Publish the survey.
2. Trigger pulse survey from Lifecycle Events
   1. Navigate to Manage Lifecycle Events, and open an existing Lifecycle Event.
   2. From the Activity Sets tab, click “Add Activity” on the Activity Set that you want the pulse survey to be triggered in.

Figure 4 – Shows configuration of new Activity record with Activity type of Pulse Survey, Pulse Survey linked, and set to trigger for the Subject person.

1. Set the Activity type field to Pulse Survey.
2. From the Pulse survey field, select the pulse survey you created previously.
3. Assign the Pulse user field to the person you want to take the survey.

Figure 5 – This is an example of how the Activity Set will look after the Pulse survey activity is added

Journey Accelerator

1. Create pulse theme
   1. Create a pulse theme. Pulse themes are groupings of surveys. Set the Type field to Journey accelerator.

       Figure 6 – Configuration of a new Pulse Theme, with the Type set to Journey accelerator.

1. Create pulse survey
   1. Create a pulse survey. Use the Theme field to link the survey to the Pulse theme previously created.
   2. Add a question to the survey.
   3. Publish the survey.
2. Trigger pulse survey from Journey Accelerator
   1. Navigate to Manage Task Templates
   2. Create a new task template, with Journey accelerator task type of Pulse Survey. Add Pulse Survey and link the survey record you previously created.
      
      
      Figure 7 – Configuration of Pulse survey template
      
      
   3. Set the “Assigned to Source” to who you want to take the survey.
   4. From the Journey Accelerator Stage Configuration related list, select Edit. Select the stage you would like the pulse survey to be triggered with.

We are excited to have launched this enhancement to Listening Posts in Journey Designer. If you have any feedback please do not hesitate to reach out to either your account team, directly to me, or comment on this blog post.