Configure surveys

[Day2]

Please help with step by step instructions to follow for this question.

Configure surveys

As an Incident Manager, I would like to send user satisfaction surveys for every closed incident to assess how well the users feel their issues were addressed.

1. Setup the Trigger conditions to send the "Service Desk Satisfaction Survey" for every incident that goes to closed. (however, no user should get more than 1 survey in 30 days)

[MrMuhammad]

Navigate to Survey > Trigger Conditions. Click New

Click on Assessment field Magnifier and select Service Desk Satisfaction Survey.

Select Table as incident 

User Field as Caller

Repeat Interval as 30 Days

Condition State [is] [Closed]

Submit the Trigger Condition and its done.

Please mark this correct & helpful if it answered your question.

Thanks & Regards,
Sharjeel

[Priya Shid1]

Hi,

Please refer below that will help you,

https://community.servicenow.com/community?id=community_question&sys_id=81ad5993db19bf0cfece0b55ca96...

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

Please mark if that helps you!!

[Priyanka Vasant · Accepted solution]

Hello,

Follow the below steps to create a survey.

1)Go to the View survey and create a new survey with name "Service Desk Satisfaction Survey".

2) In the related list of that survey you will find the Trigger condition realated list.Create a new trigger condition using condition builder as State changes to closed or state is closed.As shown in below image.

3) Click on the Survey Designer to create a survey questionnaire as per your choice.save and preview the same as shown in below image.you can create a dependency while creating questionnaires. 

Mark helpful or correct based on impact.

Regards,

Priyanka.

[Imee]

(Hoping this is the right place) Adding to this thread...

For those surveys that received  a less than 3 score on a scale of 1-5  or simply for those surveys that received a "sad" face, can you kick off a workflow that sends an email to the Manager of the team?

The reason is we want to reach out to these customers to understand why they gave us that rating and to use that as input to improve our services, processes. etc.

Thanks!