---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences
Release :
- australia
ft:locale :
- en-US
ft:publication_title :
- Australia Enable AI
ft:clusterId :
- platai
bundleId :
- platai
workflow :
- Platform
---
# Propose survey responses
# Platform Propose survey responses agentic workflow {#ariaid-title1}
Release version: Australia
Updated October 27, 2026
 4 minutes to read
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## Summary of Platform Propose Survey Responses Agentic Workflow
The Platform Propose survey responses agentic workflow helps ServiceNow customers increase survey completion rates by assisting requesters in quickly and accurately answering survey questions.
When activated, it automatically sends assignees an email with AI-generated survey response suggestions based on the related Incident or Request record.
Assignees can accept these AI-suggested answers via a link or choose to complete the survey manually, streamlining the feedback process and improving response quality.
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## Prerequisites and Setup
* Requires ServiceNow Otto for Platform installed on the instance, available with any AI application installation.
* Applicable to surveys triggered on the Incident or Request tables, including standard and custom surveys with associated triggers.
* Surveys can be modified without affecting the AI's ability to propose answers.
* Required user role: **snuxcgenai.platformaisurveyresponse** for access and execution.
* Role-based security controls and data access settings must be configured to enable reading survey and related records.
## Activation and Access
* Activate the workflow by enabling its trigger in AI Agent Studio; duplicating and modifying the workflow is recommended to customize instructions.
* Accessible via the Agentic Solutions tab in AI Agent Studio (both current and legacy versions).
* Includes AI agents that gather survey and record data and propose responses---each must be enabled in their guided setup.
* The workflow cannot be triggered from the ServiceNow Otto panel but can be tested in AI Agent Studio with specified task utterances and required fields.
* Agentic workflows can be integrated into the Core UI and workspaces through the AI Activity panel, allowing users to monitor progress and interact with AI outputs.
* UI actions can be configured to provide additional access points to the workflow, requiring specific system properties to be enabled.
## AI Agents Used
* **Survey response suggestion AI agent:** Generates suggested answers based on the Incident or Request record details.
* **Survey filling data collection AI agent:** Collects necessary data from the record and survey questions to facilitate accurate feedback.
## Why It Matters for ServiceNow Customers
This agentic workflow simplifies survey completion, helping organizations gather valuable customer feedback more efficiently. By leveraging AI to propose responses, it reduces manual effort for agents and encourages higher survey participation rates, supporting better service management and continuous improvement initiatives.
Use the Platform Propose survey responses agentic workflow to assist requesters in completing surveys.
## Propose survey responses overview
The Propose survey responses agentic workflow can help simplify and increase survey responses. Many callers end up not filling out surveys after requests have been fulfilled, and this agentic workflow helps them to make informed
decisions to answer survey questions quickly.
When this agentic workflow and trigger are activated, the assignee receives an email with AI-suggested answers to their survey based on the associated Incident or Request. They then have the option to accept the
AI-generated answers with a link at the bottom of the email. They can also choose to fill out the survey manually.
The agents, tools, and triggers that are associated with the Propose survey responses agentic workflow are provided by AI applications. You can [activate the agentic workflow template](https://www.servicenow.com/docs/CjkGkTFkH5wNoOmoPQlsJA "Activate an agentic workflow that come installed with ServiceNow applications in AI Agent Studio.") by making the trigger active. If you want to change this agentic workflow's instructions, you must [duplicate it](https://www.servicenow.com/docs/fagMeD~OOuolK9sjESdaLA "Duplicate an existing agentic workflow in AI Agent Studio to save time by not having to manually configure or create agentic workflows."), adjust the settings to suit your needs, and activate the duplicated version of the agentic workflow instead.
Note:
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/YQiwIh0UNsqUGKnKcD1BQg "ServiceNow structures its products and packages in three tiers — Foundation, Advanced, and Prime. Each tier incorporates AI and builds progressively on the previous one with additional AI capabilities, agents, and governance tools.").
## Prerequisites and setup
To access this workflow, you must have ServiceNow Otto for Platform installed on your instance, which you can get if you install any other AI application.
You can use this workflow for any survey triggered on the Incident or Request table. For example, this agentic workflow can be used by the Short Customer Satisfaction Survey with Smiley Face when an Incident is closed. You can change existing surveys, and the agentic workflow can still propose answers. The agentic workflow can also be used for custom surveys triggered by the Incident or Request table as long as there's a trigger associated with the survey. See [Configure a trigger condition for a survey](https://www.servicenow.com/docs/access?context=t_CreateATriggerCondition&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) for instructions on adding a trigger to a survey.
Propose survey responses isn't available for ServiceNow Otto panel.
## Role filtering
Required role: sn_uxc_gen_ai.platform_ai_survey_response.
Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/4632C_BpTXjste_glQl_fg "Implement security in AI Agent Studio through access control lists (ACLs), user identities, and role filtering.") to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select
Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/qxzXRhxS2boNbPatAyZ7aQ "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to.").
In the data access settings, you must also add the necessary roles to enable reading of survey tables and other related tables.
## Accessing the Propose survey responses agentic workflow
To access the agentic workflow in AI Agent Studio:
1. Navigate to AllAI Agent StudioAgentic Solutions.
2. Select the Agentic workflows tab.
3. Select Propose survey responses.
{#survey-suggest__ol_sr_acc_new}
To access the agentic workflow in the legacy AI Agent Studio:
1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Propose survey responses.
The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information.
## In-product agentic AI and UI actions
Agentic workflows can be accessed in the Core UI and in workspaces in the AI Activity panel. From there, you can track their progress, provide or review input, and see the results of the work performed. For more information, see [In-product agentic AI](https://www.servicenow.com/docs/t~jKx7wRXpLmRio4EdlF0g "Dedicated spaces in workspaces and in the Core UI enable you to use agentic workflows directly in record forms. You can view agentic workflow progress and previous executions, and you can answer follow-up questions for ones that require human supervision.") for more details about the AI Activity panel.
To enable users to access agentic workflows with UI actions, you can open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. You can select a UI action as a possible way to access the workflow
If you don't see your UI actions after configuring it in AI Agent Studio, ensure that the property com.glide.agentic_processes_view.enabled is set to true. See [Enable the in-product experience for agentic workflows](https://www.servicenow.com/docs/~QRO8LaNhWLQbnb7uXtHHQ "Enable the AI Workflows panel and UI actions for agentic workflows on forms in the Core UI and workspaces to track agentic AI executions.").
## Sample utterance
After the workflow has been activated in AI Agent Studio, you need to set a trigger for the workflow to run. This workflow cannot be triggered from the ServiceNow Otto panel.
If you want to test the agentic workflow in AI Agent Studio and you have the sn.aia_admin role, enter the following phrase in the Testing page in the Task field: Help me with survey AINST00XXXX. List of fields to extract inc/case/req details: number, short_description, description, calendar_stc, escalation, reopen_count, close_code, close_notes, state, priority, caller_id. You must include the list of fields to extract.
## AI agents used in the Propose survey responses agentic workflow
The following table lists the agents that are used in the Propose survey responses agentic workflow.
Important:
In the Define availability step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent.
{#survey-suggest__entry__3}
| AI agent name | AI agent description | Role required |
|-|-|-|
| Survey response suggestion AI agent | Suggests answers to questions based on record details. | sn_uxc_gen_ai.platform_ai_survey_response |
| Survey filling data collection AI agent | Collects the data related to the record and the survey questions to gather feedback. | sn_uxc_gen_ai.platform_ai_survey_response |
[Table 1. AI agents names and descriptions in the Propose survey responses agentic workflow]
## Other Platform agentic workflows
For more information on other agentic workflows that are associated with the Platform workflow, see [Platform agentic workflows](https://www.servicenow.com/docs/BSz3E8ljF3WggnC662T0gw "You can use the available Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents.").
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