---
sourceDocument: Zurich ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/servicenow-platform

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Outlook Actionable Messages

# Outlook Actionable Messages {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Outlook actionable messages plugin enables users to respond to the survey from within
the Microsoft Outlook application.
* **[Install Outlook Actionable Messages plugin](https://www.servicenow.com/docs/390rAqdbgAitvLjy93Pykg)**   
  Install Outlook Actionable Messages(sn_ms_oam) plugin to configure actionable messages.
* **[Customize fields for the approval message](https://www.servicenow.com/docs/yX2uhJ1GmWXh_CnmBaEEjw)**   
  Customize the body message for a request, change, and request item approval sent in Microsoft Outlook.
* **[Enable Advanced view for Outlook Actionable Message definition](https://www.servicenow.com/docs/ySayNMGytxzhz2daxy9beA)**   
  Enable the advanced view to customize the actionable message as per the requirement for Microsoft Outlook.

**Related concepts**   

* [Survey designer](https://www.servicenow.com/docs/GrNVOa0RzBXJDMkiksII5A "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/AXEjVuu0iejT~3yD6_g0XA "Survey users and survey user groups help survey administrators control who can take a survey.")
* [Survey definitions](https://www.servicenow.com/docs/P_kfcpaUEEibKd9YAFYEtA "A survey definition is the root record upon which a survey is built.")
* [Survey questions](https://www.servicenow.com/docs/tf2qRieQcxUM8qofUaY5Wg "Survey questions appear on survey questionnaires for the associated survey definition.")
* [Survey trigger conditions](https://www.servicenow.com/docs/r1xsUaxVxpNVPCAQk362RQ "Trigger conditions specify when to send a particular survey and the persons to send it to.")
* [Survey distribution](https://www.servicenow.com/docs/2qZFQHCJqc696d3zjuC6hA "There are several ways for survey administrators to distribute surveys to users.")
* [Sentiment analysis for surveys](https://www.servicenow.com/docs/TYe88Tx36rJ45Z3vlwYYgA "You can use sentiment analysis to determine whether user responses for a survey are considered positive, negative, or neutral.")
* [Surveys in Service Portal and the Now Mobile app](https://www.servicenow.com/docs/fkyxM_vK4DVWC7Kmh9vuOw "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 ITSM Virtual Agent](https://www.servicenow.com/docs/q2ZxxsXggZO1c3N6ZgUA~w "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/3fBvQNK8i9tjG9vS3OESAg "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.")  
**Related tasks**   

* [View survey reports](https://www.servicenow.com/docs/7bYJXEjV2JcSXhFq3Hjz1g "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/1iVu3Du3cxP~czg2ozmMzg "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/FQGCkO6V~iSCvec7bFEqtA "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/XCzfqeT6JzoA3yQ5Z0JI0Q "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/2KVIJ4~8EC6TBPgcjgxNGg "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/kkXv4CC3xk3j0d6~aNgHQw "You can create a question that uses choice lists from a template.")