Hi,
In our ServiceNow instance, we are reviewing the use of Assessment Surveys for customer satisfaction surveys, as enforcing MFA on survey access has significantly reduced the response rate.
We have several functional and technical questions and would like to confirm whether our understanding and approach are correct.
Functional questions
- Are Assessment Surveys anonymous by default?
- When surveys are accessed via a link without login or MFA, how does ServiceNow identify the responding user?
- Is the identification based on a unique token previously associated with the user and the source record (INC, RITM, etc.)?
- Can surveys be configured to not be anonymous, so that we can identify customers who provide low scores (0–1) and follow up with them?
Technical / implementation questions
- Is it necessary to activate any specific plugin or module to use Assessment Surveys?
- If so, which exact plugin is required?
- Is Assessment Surveys enabled by default in most instances, or does it require additional setup?
- Are there any specific settings required to allow survey access without login or MFA?
Thanks in advance for any guidance.
#Assessment #Survey #CSAT #MFA #PlatformAnalytics #Reporting #Security
