--- sourceDocument: Yokohama ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/servicenow-platform Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Surveys in Service Portal and the Now Mobile app # Surveys in Service Portal and the Now Mobile app {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Surveys in Service Portal and the Now Mobile app ServiceNow customers who have installed Service Portal can utilize the My Assessments and Surveys widget to allow users to view and complete surveys directly within Service Portal. This functionality extends to mobile users through the Now Mobile app, enabling convenient survey access and completion on mobile devices. Show full answer Show less The widget is available by default on the Service Portal home page, and mobile users receive push notifications prompting them to participate in surveys, enhancing engagement. ## Key Features * **My Assessments and Surveys Widget:** Accessible on the Service Portal home page, this widget lists surveys with configurable properties such as the maximum number of surveys displayed and customizable widget title. * **Mobile Support via Now Mobile app:** Users receive email and push notifications for assigned surveys; tapping notifications opens the survey introduction page with a "Get started" link, available if enabled via system properties. * **Survey Navigation and Progress:** Surveys display breadcrumb navigation and a progress bar indicating completion percentage, which can be toggled on or off. Pagination shows total pages and the current page number. * **Automatic Response Saving and Validation:** User responses save automatically when moving between pages. Required questions trigger error messages if not answered before proceeding, ensuring data completeness. * **Text Handling:** Long question details are truncated with a "Show more" link for user convenience. * **Answer Options:** For Yes/No/Not Applicable questions, the "Not Applicable" choice appears last and is configurable during question creation. * **Session Persistence:** Users can pause and resume surveys from where they left off, supporting flexible survey completion. * **One Click Survey:** A streamlined survey type without introduction or submit/cancel buttons, suitable for quick feedback. Public access is supported without login, but signature and attachments are disabled. Not supported on mobile devices. * **Kiosk Survey:** A specialized One Click survey with a single question of specific types (e.g., Image, Scale, Yes/No). Submission occurs immediately upon answer selection, and the survey becomes read-only. * **URI Parameters for One Click Surveys:** Allows passing parameters such as refresh interval, trigger table/ID, and kiosk mode through the createAssessment() API, enabling customized survey instances and behavior. ## Practical Considerations for ServiceNow Customers * Activating Service Portal is necessary to enable the surveys widget; widget instances can be configured directly within Service Portal. * Push notifications for surveys require enabling a system property for universal links. * Customizations to legacy card views affect the display of assessments and surveys after upgrading to Yokohama; uncustomized instances will show the new card view. * One Click and kiosk surveys are suitable for quick, simple feedback but have limitations such as no support for signatures or attachments. * Survey designers can configure pagination, question types, trigger conditions, and distribution to tailor the survey experience. ## Next Steps Customers should activate and configure the Service Portal and surveys widget, enable push notifications if needed, and design surveys using the Survey Designer to optimize user engagement across desktop and mobile platforms. Leveraging One Click and kiosk surveys can facilitate rapid feedback collection where appropriate. If you've installed Service Portal, you can use the My Assessments and Surveys widget in Service Portal. Users can view surveys in Service Portal. Service Portal also supports surveys for users on mobile devices that have the Now Mobile app installed. The My Assessments and Surveys widget is available by default on the Service Portal home page. ## Surveys in Service Portal {#c_SurveyServicePortal__section_pnq_2nm_rrb} To create an intuitive interface for your users, you can set up surveys in [Service Portal](https://www.servicenow.com/docs/access?context=c_ServicePortal&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US) . Activate Service Portal to view the My Assessments and Surveys widget, which appears on the Service Portal home page. To learn more about activating Service Portal, see [Activate Service Portal](https://www.servicenow.com/docs/access?context=activate-service-portal&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US). To learn more about configuring a widget, see [configure widget instances](https://www.servicenow.com/docs/access?context=c_ConfigureWidgetInstances&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US) . To configure a survey widget on a Service Portal page, press the CTRL key, right-click the widget heading, and select Instance Options.{#c_SurveyServicePortal__table_afm_bdv_jx__entry__2} | Property | Description | |-|-| | Max records | Maximum number of surveys to list in the widget on the Service Portal home page. Click the View all link to view all surveys. Default: 5 | | Title of the widget | Text that appears in the title bar of the surveys widget. Default: My Assessments and Surveys | [Table 1. Instance options (properties) for the survey widget on Service Portal] {#c_SurveyServicePortal__table_afm_bdv_jx} Figure 1. My Assessments and Surveys widget on the Service Portal home page ## Surveys in the Now Mobile app {#c_SurveyServicePortal__section_wp3_11n_rrb} Users can view and take the surveys on mobile devices using the My Assessments and Surveys applet launcher that is available by default in the Now Mobile app. When you assign a survey to a user an email notification about taking the survey is sent to the user. If users have installed the Now Mobile app, a mobile push notification is also sent on mobile devices. Tapping the notification opens an introduction page for a survey in the Mobile Employee Service Portal in the Now Mobile app. The page shows a Get started link. The introduction page and the Get started link are available only if the related settings are enabled. Users can tap the link to view and take the survey. You can activate push notifications by setting the glide.sg.universal_links.enabled system property to true. Note: A push notification doesn't apply for a triggered survey. For a triggered survey, an event is inserted in the event queue. The event can be configured to determine whether to send a notification or not. Figure 2. My Assessments and Surveys applet on a mobile device Note: In the Yokohama version, you now see the assessments and surveys assigned in the card view instead of the item view. If you customize the styles of the legacy card item views in older versions of Assessments and Surveys, the card continues to appear in the item view even after you upgrade to Yokohama. You can view the new card view in Yokohama only if no customizations were made to the legacy cards. When users open a survey either in Service Portal or the Now Mobile app, the surveys provide the following features: * A survey page shows breadcrumb navigation on the Service Portal. Users can click the links in the breadcrumb to navigate to previous pages or a home page. For example, clicking the My Surveys link in the breadcrumb navigates users to a page, which shows a list of all the surveys. * When the survey is in progress, the progress bar, which is available on each page of the survey, shows the progress in percentage. The percentage of completion is based on the pages on the survey. For example, suppose that there are three pages of a survey. The third page shows 66% completion of the survey. But giving a response to one of the questions on the third page opens a new question on a separate page, which is the fourth page. The fourth page shows the progress of the survey as 75% completed, which affects the overall progress and page indicators. Users can see the pagination (total number of pages) for the entire survey as well as the current page that the users are on. To hide or show this progress bar, you can use the sn_portal_surveys.sp_survey.show_progress_bar property. * Each user response is saved automatically when users move to the next page in the survey. If users don't answer the required survey questions before clicking Next, the page shows an error message at the top for all required and unanswered questions. This error message helps users find the exact location of the unanswered and required question. Any question that is not required and is not responded to before clicking Next is considered answered. The question is counted as completed. * When the details of a survey question contain more than four or five lines of text, the text after these lines disappears. In such cases, users can see the complete details by clicking the Show more link. Users can go back to the default behavior by clicking the Show less link. * For a question that has the answer options of Yes, No, and Not Applicable, the Not Applicable option appears last in the list of options. The Not Applicable option can be configured while creating a question. * When the survey users leave the survey without submitting it, they can start the survey later from the same page where they left off in the previous session. {#c_SurveyServicePortal__ul_ayf_htb_2rb} Note: For mobile users, the pagination is always by question for surveys. For more information about pagination settings, see [Configure a survey in the survey designer](https://www.servicenow.com/docs/ieiL2AcjaFWNFbyzEGbDCg "Configuration settings apply to the entire survey."). ## One Click survey {#c_SurveyServicePortal__section_axj_fzf_vdb} A One Click survey has no introduction page in Service Portal. This survey doesn't have the Submit and Cancel buttons in the desktop and iPad view. Note: * The One Click Survey is not supported in the mobile device view. * The One Click Survey field should be selected in the survey definition. * When the public access is enabled for a One Click survey, a user can submit the survey without having to log in. * When the public access is enabled for a survey, you can't configure a signature or an attachment for the survey. * For a published public survey, the Signature field is hidden and you can't add an attachment. {#c_SurveyServicePortal__ul_akt_y3s_ydb} A kiosk survey is a One Click survey with only one question of any of the following types: * Image Scale * Choice * Likert Scale * Numeric Scale * Yes/No {#c_SurveyServicePortal__ul_hwv_hzf_vdb} When users click the answer for the kiosk survey question in Service Portal, the survey is submitted, and the end note is displayed on the same page that contains the survey questions. The kiosk survey becomes read-only after it's clicked. Note: * A kiosk survey doesn't have any Submit or Cancel buttons. * A kiosk survey can't have a signature, dependent questions, or additional information. * A kiosk survey doesn't display introduction notes. {#c_SurveyServicePortal__ul_fzg_nzf_vdb} ## URI parameters for One Click survey {#c_SurveyServicePortal__section_lzb_5zf_vdb} Pass these URI parameters through the createAssessment() API to store their values in the asmt_assessment_instance table for both platform view and Service Portal view. {#c_SurveyServicePortal__table_kb5_xzf_vdb__entry__2} | Parameter | Description | |-|-| | sysparm_refresh_interval | Refresh the time, in seconds, after the survey submission to create another instance. For example, sysparm_refresh_interval=5. | | sysparm_trigger_table | Location that is stored as the Trigger Table field in the asmt_assessment_instance table. For example, sysparm_trigger_table=incident. | | sysparm_trigger_id | Location sys_id that is stored as the Trigger ID field in the asmt_assessment_instance table. For example, sysparm_trigger_id=1c741bd70b2322007518478d83673af3. | | sysparm_kiosk | When set to true, both the sysparm_trigger_table and sysparm_trigger_id parameters should be specified. This parameter is required for kiosk requests. For example, sysparm_kiosk=true. | [Table 2. URI parameters] {#c_SurveyServicePortal__table_kb5_xzf_vdb} **Related concepts** * [Survey designer](https://www.servicenow.com/docs/BbO3j9~OJt6MAMDjD3~iQQ "Users with the survey_admin role can use the survey designer. The survey designer lets you create survey categories and questions, configure the details, and publish the survey to specific users or groups.") * [Survey users and groups](https://www.servicenow.com/docs/WHrO04YTacYQn~EhGD~k9A "Survey users and survey user groups help survey administrators control who can take a survey.") * [Survey definitions](https://www.servicenow.com/docs/KisBAkLDzc3fz56nMw6nuw "A survey definition is the root record upon which a survey is built.") * [Survey questions](https://www.servicenow.com/docs/OSwB55sPNt_pUFeF3gIn_g "Survey questions appear on survey questionnaires for the associated survey definition.") * [Survey trigger conditions](https://www.servicenow.com/docs/jS7KAQBMum0JQNJC58UaMA "Trigger conditions specify when to send a particular survey and the persons to send it to.") * [Survey distribution](https://www.servicenow.com/docs/fvuMEoRaUCnGvhmfGoyTpw "There are several ways for survey administrators to distribute surveys to users.") * [Outlook Actionable Messages](https://www.servicenow.com/docs/rUxexjFkHOAInk8gx4jsDg "Outlook actionable messages plugin enables users to respond to the survey from within the Microsoft Outlook application.") * [Sentiment analysis for surveys](https://www.servicenow.com/docs/474qmhtXvkoEf06rm1I4vA "You can use sentiment analysis to determine whether user responses for a survey are considered positive, negative, or neutral.") * [Surveys in ITSM Virtual Agent](https://www.servicenow.com/docs/Xs6WqpOzZLS9Lv2Z8xH8ZA "You can use surveys in ITSM Virtual Agent to collect survey responses from users through conversational questionnaires (pre-chat and post-chat surveys) in the chat client.") * [Legacy survey migration](https://www.servicenow.com/docs/L8FDdmORA_4A2dOV8epe3Q "Users with the survey_admin role can migrate legacy survey data to create copies of legacy surveys and their related records in assessment tables. The Survey Management application, which is built on the assessment engine, is available as an alternative to legacy surveys.") * [Survey designer](https://www.servicenow.com/docs/BbO3j9~OJt6MAMDjD3~iQQ "Users with the survey_admin role can use the survey designer. The survey designer lets you create survey categories and questions, configure the details, and publish the survey to specific users or groups.") **Related tasks** * [View survey reports](https://www.servicenow.com/docs/BsY1axGOSo8KC6wbk7Xkww "Use the Survey Overview dashboard to view various survey reports, such as Surveys by Metric Type and State.") * [View a survey instance](https://www.servicenow.com/docs/1_XsXH6mrT8sMFcS0JRtdg "A survey instance represents one questionnaire assigned to one user. You view an instance to verify that survey instances were created, to check the state of a survey instance, or to reassign a survey instance.") * [Copy a survey](https://www.servicenow.com/docs/jFONbJyMajB7RYKUAhZRdg "Create a copy of a survey with at least one category to reduce the effort of creating another survey with similar data.") * [Publish a survey](https://www.servicenow.com/docs/8k~_cytSfdxQvOJER~BJiQ "You must publish a survey to enable people to receive and complete survey instances.") * [Customize the appearance of a survey](https://www.servicenow.com/docs/ivB7UfOd3JE7WZquG4G3kg "As an assessment and survey administrator, set properties to customize the color of various elements on the questionnaires.") * [Create a survey designer template question](https://www.servicenow.com/docs/kMfn9jWWmcSS~~lYhvszsw "You can create a question that uses choice lists from a template.") * [Configure a survey in the survey designer](https://www.servicenow.com/docs/ieiL2AcjaFWNFbyzEGbDCg "Configuration settings apply to the entire survey.") **Related topics** * [Service Portal](https://www.servicenow.com/docs/access?context=c_ServicePortal&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US) * [Create and edit a page using the Service Portal Designer](https://www.servicenow.com/docs/access?context=t_ConfigureAPage&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US)