Chat Satisfaction survey - why can't we use templates?

[YenGar]

Hey all, 

I am trying to add a chat satisfaction survey for Virtual Agent. The customer should be able to select from two options on one question like: Overall Satisfaction with this chat session? Great (thumbs up emoji) Not great (thumbs down emoji). I can add a template using a likert scale and add images to it but i am finding that templates are not allowed in chat surveys which is very limiting in my opinion. Is there a way around that? I want to be able to show one question with two options containing text and an image. If not with a template, any ideas on how to achieve this? We really want to stay away from the image carousel option. 

Example: 

Thank you, 

Yen

[Chris D · Accepted solution]

It's not a perfect answer, but we currently use the default image carousel survey which I agree is not very good and in a few months when we upgrade, expect to transition to the updated survey  - which ServiceNow recognized needed improvement and got rid of the silly image carousel.

So if you too can hold out till Rome:

Virtual Agent Feedback setup topic: Starting with this release, the Virtual Agent Feedback Survey replaces the Virtual Agent Satisfaction Survey in the Virtual Agent Feedback setup topic. The Feedback Survey presents feedback options as emojis in choice list format and provides an improved user experience over the image carousel used in the Satisfaction Survey.

[YenGar]

Thank you Chris! That would be a huge help! Thank you for the info!

Yeny

[Jimmy45]

@Chris D  & @YenGar ,

I am currently doing this as a requirement for our Client as well.  Nearly a year later to the date, we are on San Diego and I am not seeing this as an option in Survey Designer.  The Image Scale is still using the carousel and blowing up the images.  Looks terrible.  Any updates on this?

[Chris D]

Take a look at (and preferably use) the ootb survey "Virtual Agent Feedback Survey".

The image scale is terrible - this newer survey uses a simple Choice question with emojis and it looks so much better. Feel free to update the emoji in the options to thumps up/down as desired - just note that emoji aren't captured properly in update sets by default but you can see here for the two properties you can add to capture them properly: Solved: Virtual Agent Emoji's not appearing in Test Instan... - ServiceNow Community

If you're not seeing that ootb feedback survey, I'm not sure - perhaps something got messed up in your upgrade. It's a new record, not an update, so it shouldn't be a customization that prevented it from getting updated...

Worst case, this is still your best solution I think: change that image scale to a choice and add an emoji to make it graphical.