Configure response feedback

Configure the response feedback options that appear when users select thumbs up or thumbs down on a ServiceNow Otto for Virtual Agent or ServiceNow Otto panel response.

Before you begin

Role required: admin

Procedure

1. In the filter navigator, enter sys_now_assist_deployment_config_attributes.list to display the Now Assist in Virtual Agent Deployment Config Attributes table.
2. In the search fields, select Name from the drop-down list and enter granular in the Search field.
3. To change negative granular feedback settings, select is_negative_granular_feedback_enabled with ServiceNow Otto for Virtual Agent (default) as the Deployment Configuration.
4. On the next screen, set the value to true to enable negative granular feedback or false to disable it.
5. Select Submit.
6. To change positive granular feedback settings, select is_positive_granular_feedback_enabled with ServiceNow Otto for Virtual Agent (default) as the Deployment Configuration.
7. On the next screen, set the value to true to enable positive granular feedback or false to disable it.
8. Select Submit.
9. To configure the feedback options, in the filter navigator, enter sys_now_assist_message_bundle.list to display the Now Assist Message Bundles table.
10. In the search fields, select for text from the drop-down list and enter granular in the Search field.
11. Do one of the following:
    • To create a new granular feedback selection, select New.
    • To change an existing granular feedback option, select the option.
12. Complete the fields: Description, Message, Message Key, Bundle Id, Application, Active, Order.
13. Select Submit.
14. For more information on accessing the stored feedback data, see Granular Feedback and Analytics in ServiceNow Otto for Virtual Agent (KB3060968).