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

YenGar · ‎01-10-2022

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 · ‎01-10-2022

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.

View solution in original post

Jimmy45 · ‎01-13-2023

@Chris D

After looking through your response I was too busy looking for a graphical UI to select an Emoji. Then I realized Windows + '.' was actually the key to this. Looks beautiful now! Thank you.

Dalto · ‎02-28-2023

Hello.
Using the Survey, through Survey Designer, the best option I found was to use the Scale field, and put the emoji corresponding to each option in the text.

To put emoji in the text, use the keys "win"+"."

Result:

Lesiba Kgomo · ‎01-03-2024

Hi @Dalto i have managed to create the survey as advised above now i cannot see it from VA designer so i can replace the default survey with the custom 1. am i missing something