Surveys with a dynamic content in the email body

[KirilD]

Hello,

we have a customer requirement to implement following survey functionality:

1) Survey triggered upon Resolution/Completion of a ticket (INC/RITM)

2) 5 point Likert scale to be used with smiley faces (Very satisfied, Satisfied, Neutral, Dissatisfied, Very dissatisfied)

3) Upon clicking on smiley face in email invitation, satisfaction score is registered.  Webpage to then open with remaining optional questions. (each smiley will open its related survey questionnaire in the portal)

I see 2 options here:

1) If we can embed all 5 survey questionnaires in the survey notification email body and on clicking a smiley to present dynamically only the one, related to the selected smiley (within the email, as it's HTML). Then on submit to create reply email to ServiceNow and the results to be processed by an Inbound action and to be stored against the survey id and INC#/RITM#.

2) Using hyperlinks per each smiley to open its related survey instance in the portal. Not sure if we can link this instance (1 out of 5) to the original survey (triggering the email notification) in order to store the evaluation to the proper survey ID.

Can anyone propose solution for this?

Thanks !

[Mirela Muncaciu]

Hello,

I have a same request. Did you find a solution?

Thank you!

[Alex Wheeler]

Hi

Also very keen to see a solution to this as we have a near identical customer request!

Cheers!

[TrevorK]

1) If we can embed all 5 survey questionnaires in the survey notification email body and on clicking a smiley to present dynamically only the one, related to the selected smiley (within the email, as it's HTML). Then on submit to create reply email to ServiceNow and the results to be processed by an Inbound action and to be stored against the survey id and INC#/RITM#.

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It's unlikely to find a reliable way to make this work. You'd have to have quite a bit of control over what email clients are being used to generate a dynamic email that executes scripts. Think about the security risks of clients allowing random people to do this - imagine the phishing possibilities. 

Google does this for their emails if I recall when you use pieces of their platform. ServiceNow does have Outlook Actionable Messages, which can meet your need but you need everyone (or the majority) to be using Outlook:

https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/administer/outlook-actionab...

I'm not sure if the actionable messages can be as dynamic as you want. I think the use case is more popular for things like approvals where it's a single click. Microsoft does use these heavily themselves for things like Sharepoint documents - if you have ever been asked to approve access to one via email you might have seen one of their actionable messages.

We don't do the actionable messages for our survey because we have a variety of mail clients.

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2) Using hyperlinks per each smiley to open its related survey instance in the portal. Not sure if we can link this instance (1 out of 5) to the original survey (triggering the email notification) in order to store the evaluation to the proper survey ID.

This is what we do instead. It works on all platforms / mail clients.

We send out an email with some emojis in it. The person clicks on an emoji and it takes them to the survey page with their "score" pre-filled based on the emoji they selected. They are then able to complete any future questions. You do have to modify the survey page though to accept the response.

If you only ever had single question surveys, I would be tempted to just create a portal page that accepts the parameters (score and sys_id), validates the person has access to submit (I assume you don't want anonymous completion) and then displays a nice success page when it updates the survey on behalf of the user. Why I suggest this is because you can create a much nicer experience for the user in terms of look and feel. A little more work, but creating portal pages should be a relatively straightforward task. There is so much more value add through this method and you aren't modifying the OOB survey page to pre-fill the score. 

If your organization uses Teams and has ITSM Pro, I assume there is a relatively easy way to have the virtual agent ask the user to fill out the survey via Teams. We don't have the luxury of ITSM Pro but I assume there is a way for the virtual agent to do this. Might get a better response rate this way.

Sorry for answering so late - this thread popped up when I was reading another survey-based thread and I saw it remained unanswered with a couple people interested. We do exactly what your option 2 is so I thought I'd chime in, just in case you still need help.