Introduction
At ServiceNow, we believe that customer feedback is crucial for the continuous improvement and innovation of our products. Our Product Managers (PMs) actively seek input from our customers and partners through various channels to ensure that we are meeting their needs and expectations. This article outlines the different channels we use to source product feedback and provides guidance on how to best get in contact with us.
This article is based on the Knowledge 25 CreatorCon Breakout The Safest Harbor: Behind the Scenes of Product Management, presented by me (Lisa Holenstein) and Brian Bimschleger.
Additionally, you can review this presentation in this Platform Academy recording on YouTube!
Channels for Providing Feedback
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Idea Portal
- Description: The Idea Portal is a platform where customers can submit their ideas and suggestions for new features or improvements.
- How to Use: Visit support.servicenow.com/ideas to submit your ideas. Be specific and provide detailed descriptions to ensure your feedback is actionable.
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Support Cases
- Description: If you encounter a bug, defect, or error while using our products, you can submit a support case.
- How to Use: Submit a case on support.servicenow.com/now. Clearly describe the issue and its impact on your business.
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Product Advisory Council (PAC)
- Description: The PAC is a strategic advisory board that provides direct, actionable feedback for product strategy and roadmap development.
- How to Use: Engage with the PAC through your account team to provide high-impact feedback.
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Product Research
- Description: Our product research team conducts 1:1 research meetings and surveys to gather in-depth feedback.
- How to Use: Participate in research meetings and surveys.
- Webinars and Academies
- Description: Our Product Managers and Developer Program teams run regular live streams, webinars, and academies on Platform and Application Development products.
- How to use: Participate and engage during live webinars and live streams or submit comments when watching the on-demand videos on YouTube. Visit ServiceNow Dev Program - YouTube and ServiceNow Community - YouTube to get started.
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Community Forums
- Description: The ServiceNow Community is a platform where you can ask questions, find blogs, articles, and events related to ServiceNow products.
- How to Use: Visit servicenow.com/community to join the conversation and provide feedback.
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Slack
- Description: The SNDevs Slack is a community-led server with almost 16k members, including some ServiceNow product managers and researchers.
- How to Use: Join via invite.sndevs.com and participate in discussions on the #FlowDesigner channel.
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Customer Meetings
- Description: Direct meetings with product managers can be arranged through your account team to discuss specific feedback.
- How to Use: Request a meeting with product managers through your account team.
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Social Media
- LinkedIn: Engage with us on LinkedIn by following our company page and connecting with our product managers.
- Reddit: Join the ServiceNow subreddit at reddit.com/r/servicenow to discuss various topics and provide feedback.
How to Provide Effective Feedback
- Specificity: Provide clear and detailed descriptions of issues or suggestions.
- Relevance: Ensure your feedback aligns with the product's goals and user needs.
- Constructiveness: Offer positive and actionable suggestions.
What We Do with Your Feedback
Your feedback is invaluable to us. Here are some examples of how customer feedback has influenced our product development:
- Flow Diagram View: Top request from PAC and DPP, available since San Diego.
- Go back to logic: Highly upvoted Idea in the Idea Portal, released in Xanadu.
- Error Handling: Feedback from the Idea Portal and Community, released in Rome, Tokyo, and San Diego.
- Flow Debugger: Sourced from multiple community feedback channels, including Slack. Available in the Yokohama Release.
- Flow History: Easily look at previous flow and subflow versions with options to comment, revert to, or make a copy of a version.
- Playbook Variants: Direct customer feedback from early adopting customers, released in Xanadu.
- Next Experience improved List Component: Multiple feedback sources, available in Yokohama instances.
Conclusion
We are committed to listening to our customers and partners to continuously improve our products. By using the channels outlined above, you can provide valuable feedback that helps shape the future of ServiceNow. We look forward to hearing from you!
Contact Us
For more information or to provide feedback, please reach out to us through the channels mentioned above or contact Lisa Holenstein at lisa.holenstein@servicenow.com and Brian Bimschleger at brian.bimschleger@servicenow.com.
Participate in my Product Feedback Survey:
https://sn.works/feedback/community
