Integrating Listening Posts with Journey designer

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    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 Integrating Listening Posts with Journey Designer

    ServiceNow enables you to integrate Listening Posts with Journey Designer to embed pulse surveys that capture employee experience feedback. These insights can then be shared with managers to improve engagement and decision-making. You can configure pulse survey widgets either through Lifecycle Events or Journey Accelerator depending on your preferred approach.

    Show full answer Show less

    Configuring Pulse Surveys via Lifecycle Events

    • Create a Pulse Theme: Develop a pulse theme tailored for each journey type to structure your surveys.
    • Create a Pulse Survey: Build a survey aligned with the created theme using Listening Posts.
    • Trigger the Pulse Survey: Use Lifecycle Events by adding an activity record of type Pulse Survey, selecting the survey, and assigning it to the targeted employee.
    • Add Analytics to Journey Page: Enable journey owners to view satisfaction scores by adjusting permissions. Configure satisfaction score actions, like links or URLs, to respond to specific score results. Share survey results with managers by setting up response sharing rules.

    Configuring Pulse Surveys via Journey Accelerator

    • Create a Pulse Theme and Survey: Similar to Lifecycle Events, create a theme and survey using Listening Posts.
    • Add to Plan Configuration: Insert the pulse survey’s task template into a stage configuration within a plan.
    • Trigger Pulse Survey: Create a task template of type Pulse Survey linked to the specific survey, which triggers the survey during the journey.
    • Add Analytics to Journey Page: As with Lifecycle Events, configure permissions for journey owners to view satisfaction scores, set up satisfaction score actions, and share results with managers.

    Practical Benefits for ServiceNow Customers

    • Gain timely, actionable insights into employee experiences through embedded pulse surveys in journeys.
    • Use either Lifecycle Events or Journey Accelerator based on your workflow preferences.
    • Leverage satisfaction score analytics and configurable actions to proactively address employee needs.
    • Enhance manager visibility into employee feedback to foster engagement and responsive management.

    Use Listening Posts with Journey designer to embed pulse surveys to get insight into employees' experiences and share those insights with managers.

    Configure a pulse survey widget in the Journeys page

    Add the widget to the Journeys page to prompt employees for feedback. You can configure the widget in either Journey Accelerator or

    Lifecycle Events. The steps for both options are provided below:

    Configure in Lifecycle Events

    Step 1: Create a pulse theme
    Follow the steps to Create a pulse theme in Listening Posts
    Note:
    You can create a separate pulse theme for each journey type.
    Step 2: Create pulse survey
    Follow the steps to Create a pulse survey in Listening Posts
    Step 3: Trigger pulse survey from Lifecycle Events

    Open an existing Lifecycle Event and create an activity record with the Pulse Survey Activity Type. Select the pulse survey that you created in step 2 and assign the Pulse user field to the person you want to take the survey.

    Configure a lifecycle event activity | Configure a pulse survey event activity
    Step 4: Add analytics to the Journey page
    Customize with the following options:

    Configure in Journey Accelerator

    Step 1: Create a pulse theme
    Follow the steps to Create a pulse theme in Listening Posts
    Note:
    You can create a separate pulse theme for each journey type.
    Step 2: Create pulse survey
    Follow the steps to Create a pulse survey in Listening Posts
    Step 3: Add to a plan configuration
    Add the task template containing the pulse survey to a plan configuration via a stage configuration. Add stage configurations
    Step 4: Trigger pulse survey from Journey Accelerator
    Create a task template with a Task type of Pulse Survey. In the Related record field, select the pulse survey you created in step 2.
    Create and manage action plan task templates
    Step 5: Add analytics to the Journey page
    Customize with the following options: