Configuring Assessments and creating stakeholders

[Hassan Ahamed]

Hi,

Appendix for this article can be found Here

We use assessments to evaluate, score, and rank records from any table in the system.

In this article we shall see how to configure assessment, create stakeholders and then generate assessments.

Step 1: Create new “Assessment Type”. 

Step 2: We need to select the source table, records of which will be assessed. For example, in the below image you can see that the source table is Business Application.

Step 3: Create a new Metric Category

Step 4: Create Metric category and assessment metric (assessment metric is the question) 

Step 5: Add category users, who will be eligible to be stakeholders(users who will be taking assessments).

Step 6: Publish the survey by going to the assessment metric type 

Step 7: Generate Assessable Records 

Step 8: Create Stakeholders by navigating to “Create Stakeholders” modules under “Assessments -> Advanced” 

Step 9: Get back to Metric Type where you can find Generate Assessments button

The stakeholder is now ready to take the assessment under “My Survey and assessment”

Lets quickly skim through an example to make things more clear.

Lets create an Assessment metric type "Customer Satisfaction" having metric category "CSAT" as shown in the image below.

--> Navigate to Assessment metric type "Customer Satisfaction". Make sure that you publish and generate assessable records which will result in the entries in the assessable records tab as shown below.

--> Now lets add two users say Abel and Abraham so that they can be stakeholders, in the users tab of metric category as shown below.

--> Navigate to create stakeholders tab and associate the category users to the assessable records, make sure that the info message appears as shown below

 --> Lets impersonate and check the assessments in "My Assessments and surveys" module of Abel tutor. As shown below, there are no assessments Abel has to take. (Verifying before sending assessments).

--> Now lets jump back to System administrator and generate assessments in the metric type.

--> Now impersonate back to Abel Tutor, you will find "Customer Satisfaction" Assessments that he needs to take in the "My Assessments and Surveys" tab.

[jamesmcwhinney]

Thank you for doing this!! very helpful! (The SN docs don't provide enough detail)

[jamesmcwhinney]

Hi Hassan,

Thanks again for putting this together.  I am still a bit confused on a few aspects of how the system behaves though and hoping you might be able to clarify things for me.

1. What controls scheduling of Assessments?

In terms of triggering the assessments, I understand that the job "Load Application Indicators and compute Application Scores" does just that.  But does it also trigger the underlying assessments automatically? or is the expectation that something else will have kicked these off in advance.  It seems like some of the "Assessment Metric Types" have a scheduled job that was mysteriously auto-created somehow.

What causes this to be created? how did it choose the date?  I see no frequency setup on the assessment, so what controls this?  Will it continue to auto-create another job after its run?

Thanks,

- James

[jamesmcwhinney]

Ok I think I found it.  There is a business rule, but it only seems to fire when you change the schedule type to scheduled.

It was confusing me because the OOTB metric types were already set to scheduled, but had no schedule.  I had to toggle them to "on demand", save, then toggle back to "scheduled" to auto-create the associated schedule.

To confirm though, these assessment schedules are independant of the job to load and compute the indicators right?

We have to time our assessments to run and complete ahead of the monthly recompute of the scores?

[jamesmcwhinney]

Another question on the module, Do assessable records always need to be generated manually?  Can they be generated automatically somehow?

[jamesmcwhinney]

Ok I found that too.  Looks like its another business rule that fires against the business applications table.

Also seems that it only takes effect after "Generate Assessable Records" is clicked at least once.

https://docs.servicenow.com/bundle/london-servicenow-platform/page/administer/assessments/task/t_Cre...

[Anoushka2]

Can one assessment contain multiple categories and then a score is generated based on that. When we have to choose assessment metric category we can only select one. I want my assessment to contain all the categories defined in the metric categories.

[Hassan Ahamed]

Hi,

From APM perspective, that is not possible as of now.

Only one category should be linked to a metric type.