How to correlate CSAT survey responses to a person/service for AI-powered summarization?

[KM SN]

Hi Community,

I have built an AI Agent that takes a Survey Name + Time Period, retrieves completed Assessment Instances and related responses, and generates an overall summary.

My next requirement is to do the same specifically for Customer Satisfaction (CSAT) surveys and generate summaries such as:

• CSAT summary for a specific resolver/agent
• CSAT summary for a specific service
• CSAT summary for a specific assignment group
• CSAT trends for a selected time period

I'm trying to understand the recommended ServiceNow approach for correlating survey responses back to the entity being rated.

A few questions:

1. How do customers typically link CSAT survey responses stored in asmt_assessment_instance / asmt_metric_result back to a specific resolver, assignment group, or service?
2. Is there an OOTB relationship between the assessment records and the underlying Incident/Case/Request that can be used for this correlation?
3. If a survey does not have an explicit Overall Satisfaction question, how is the CSAT score typically calculated in ServiceNow?
4. Do customers usually:
   • Calculate CSAT dynamically from asmt_metric_result,
   • Use Performance Analytics indicators/formulas,
   • Or store a calculated CSAT score on a custom field/table for reporting?
5. For an AI Agent use case, what is the recommended data source and approach to retrieve:
   • CSAT score,
   • Response count

for a specific person/service over a selected time period?

Looking for best practices and how this is commonly implemented in real ServiceNow environments.

Thanks in advance!