How to use virtual agent as a channel for capturing survey responses?

[Raskyll]

Hi Experts,

I have an Incident Satisfaction survey with the following questions

The trigger condition is set to trigger whenever the incident state changes to 'closed'

Now, I would like to send out the same survey instance via virtual agent as and when the same trigger condition is met. How can I achieve the same?

Thanks,

Raskyll

[Community Alums]

Hi @Raskyll ,

Please refer to this doc : https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/survey-administr...

[Sohail Khilji]

Hi @Raskyll ,

The easy why to fullfill your requirement is to pass the incident survery link on to chat rather than asking each survery question on the chat. 

You can compile a url of the survery and push it on the chat which the user click and lands into a survery page.

Sample script from mail script you can modify this to use in VA script too.. based on condition.:

<div style='text-align: left; font-weight: bold; padding-left: 90px; font-size:9pt; font-family: Arial'> <mail_script>
var link = new AssessmentUtils().getAssessmentInstanceURL(current.sys_id);
var url = '<a href="' + link + '">' + link + '</a>';
template.print('<a href="' + link + '">' + 'Provide feedback about your IT Support Experience'+ '</a>');
</mail_script></div>