--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Feedback definition form # Feedback definition form {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Description of the feedback definition form fields to curate the experience and service feedback widgets in the portal pages. {#fdbck-dfnition-record__table_edn_1vh_tzb__entry__2} | Field | Description | |-|-| | Name | Name of the feedback definition | | Feedback type | * Experience: Feedback through the drawer widget visible across the portal or through the Virtual Agent. * Service - in page: Feedback after using any page on the portal. * Service - topic page: Feedback for a topic page under a taxonomy. Note: Admin must select the topic page where the feedback prompt appears. * Service - workflow: portal, Virtual Agent, or email where you want to set up the feedback experience. {#fdbck-dfnition-record__ul_bqy_hvh_tzb} Note: * You can exclude a page on the portal manually from all the feedback types except Service - topic page. * You can view Survey as a feedback type only if you have a Survey Instances set up. {#fdbck-dfnition-record__ul_bqp_wp2_cbc} For more information on setting up a survey instance, see [Configure a survey in the survey designer](https://www.servicenow.com/docs/access?context=t_ConfigSurveyInSurveyDesgnr&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). | | Widget mode | Drawer: Drawer widget shows up on the portal pages. This widget mode is visible when the feedback type is Experience. | | Widget mode | Modal: Feedback widget visible unless there's an overlay setting in place to stop the reload. Note: Overlay session limit can be configured from the feedback configuration form. | | Widget mode | Inline: Feedback widget visible inline on the portal page. | | Channel | Portal: Channel to receive feedback from the portal pages. | | Channel | Mobile: Channel to receive feedback from the MESP pages. | | Channel | Email: Channel to receive feedback via Outlook email. This channel is visible only when Service - workflow or Survey is selected from the Feedback type. | | Channel | Virtual Agent: Channel to receive the feedback via the Virtual Agent. This channel is visible only when Service - workflow or Survey is selected from the Feedback type. | | Active | Selected Option to keep the feedback definition record active. | | Portals | Portal where the feedback shows up. Each feedback definition targets one portal that provides flexibility of creating separate definitions for different portals. This field is only available when the Channel is Portal or Mobile. | | Audience | Target audience for the feedback. This field is only available when the Channel is Portal or Mobile. | | Order | Order of priority for the feedback. The larger the order in number, the higher is the priority of the feedback definition. | | Feedback content | Use existing survey: Option to enable the Survey field to add a survey to the definition. The check box is available for both Experience and Service - in page Feedback type. | | Feedback content | Question: Question to provide feedback on that is visible to the user. This field appears only when Feedback type is Service -in page, Service - topic page, or Service - workflow. | | Feedback content | Rating: Type of rating chosen for the feedback. The options available are the following: * Experience * Numeric - 5 point scale * Stars - 5 point scale {#fdbck-dfnition-record__ul_tb5_1r5_x2c} | | Feedback content | Additional information label: Text field to write additional feedback. This field is visible when Allow additional information box is checked. | | Feedback content | Additional information requirement: Additional information of varying requirements to be provided. The following options are available: * Optional: Additional information is optional before submitting the feedback. * Mandatory: Additional information is mandatory before submitting the feedback. * Mandatory based on rating threshold: Additional feedback is mandatory if the rating is equal to or below the set threshold. The threshold is configurable. {#fdbck-dfnition-record__ul_rkt_rr5_x2c} | | Feedback content | Rating threshold: Rating threshold below which additional information is mandatory to submit the feedback. This field is only visible when the Additional information requirement is Mandatory based on rating threshold. | | Feedback content | Survey: Existing survey to be added to the Feedback type. To use a survey for the Email Channel, Outlook Actionable Messages must be selected in the survey definition. To use a survey for the Virtual Agent Channel, Chat Survey must be selected in the survey definition. For more information about chat surveys, see [Create chat surveys](https://www.servicenow.com/docs/access?context=create-chat-surveys&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). For more information about survey definitions, see [Modify a survey definition](https://www.servicenow.com/docs/access?context=t_ModifySurveyDefinitions&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US). | | Feedback content | Survey rating metrics: Survey question type that is used to gauge customer satisfaction. It captures feedback data for the User Experience Dashboard. Note: A feedback task is generated when the rating provided is beneath or equal to the value set for the Rating threshold field. The question must have a numeric answer type. Text-type answers aren't supported in this field. This field is available only when a Survey is selected from the list of surveys in the Survey field. | | Page selection | All pages: Selected Option to choose all pages for a Feedback type. | | Page selection | Included pages: Pages where the feedback type is available. This field is visible when the All pages check box is cleared. | | Page selection | Excluded pages: Pages the feedback type isn't added. The Included pages field is replaced by the Excluded pages field when All pages is checked. | | Overlay settings | Overlay settings for the feedback to determine how and when it shows up to the user. Widget trigger: Trigger type for the overlay settings. The following are the available widget triggers. Manual: Feedback widget is only available when selected. This field is only available for Widget mode Drawer. Delay: Feedback widget is available after an allotted delay. On scroll: Feedback widget is available on scrolling. On load: Feedback widget is available on loading the page. Widget delay: Delay in loading the feedback widget measured in seconds. This field appears only when Delay is selected in Widget trigger. | | User Engagement | Feedback Exclusion Period: Period of time selected as a buffer when the user won't be reminded to provide feedback when they land on a page. | | Post-feedback Configuration | Rating threshold: Rating value below which a feedback task is generated. Note: Feedback task for any feedback type is generated when the rating provided is beneath or equal to the value set for the Rating threshold field. Assignment groups: Group that receives the feedback task when generated. Create feedback task: Selected Option to create a feedback task post-feedback submission. | [Table 1. Feedback definition form] {#fdbck-dfnition-record__table_edn_1vh_tzb} **Related concepts** * [Campaign overview and Campaign analytics dashboards](https://www.servicenow.com/docs/NIngMRNoP2vXmxSrAp8NYA "Content Analytics collects data on user interactions and generates visualizations to help campaign managers determine the effectiveness of campaigns.") * [Content Analytics dashboards](https://www.servicenow.com/docs/i1E5xT9dKH78eW66tlPSXA "Content Analytics display data visualizations for portal data collected in the default tracking profile.") * [Content engagement dashboard](https://www.servicenow.com/docs/HTgcI0RCtSUS0t8genRGeg "Content analytics displays data visualizations of engagement metrics for content published to the portal or Now mobile app in the Content Engagement dashboard.") * [Content Library Overview dashboard](https://www.servicenow.com/docs/DgcNrp~44~r0LzGDQaIiqw "Content analytics displays data visualizations of performance metrics for content published to the portal or Now mobile app in the Content Library Overview dashboard.") **Related reference** * [Block content form](https://www.servicenow.com/docs/DcXCkum0xdAnefqK_YrcsQ "Block content form") * [Components installed with Employee Center Pro](https://www.servicenow.com/docs/jGywQZ~Bp_NxiJgcJTUXZg "Several types of components install with the activation of the Employee Center Pro plugin, including user roles and tables.") * [Components installed with Content engagement](https://www.servicenow.com/docs/RMWp_69BQFdDrfh~Fw5yUw "Several types of components are installed with activation of the Content engagement plugin, including tables, user roles, and scheduled jobs.") * [Components installed with Content Experiences](https://www.servicenow.com/docs/4yWPrWDvsPxqxMHF1CMUyQ "Several types of components install with the activation of the Content Experiences [sn_cd] plugin, including tables, user roles, and scheduled jobs.") * [Components installed with Content Publishing](https://www.servicenow.com/docs/caLJW_jndAq12luTGmVUJQ "Several types of components install with the activation of the Content Delivery [com.sn_content_delivery] plugin, including tables, user roles, and scheduled jobs.") * [Components installed with Content Governance](https://www.servicenow.com/docs/2N8iPuqIHBma4EsnH9Bq1A "Several types of components install with the activation of the Content Governance [sn_cg] plugin, including tables, user roles, and scheduled jobs.") * [Components installed with Content Analytics](https://www.servicenow.com/docs/RCiRwHUd1PZ_M4knJtlxWg "Several types of components install with the activation of the Content Analytics [sn_cda] plugin, including tables, user roles, and scheduled jobs.") * [Employee Center Pro widgets](https://www.servicenow.com/docs/lkYcnzTk2xuVmeYoVMuKTw "You can use base system widgets as-is in the portal or clone them to suit your own business needs.") * [Feedback configuration form](https://www.servicenow.com/docs/SfGB2CY4_74oOj6Y9fn1MQ "Description of the feedback configuration form fields to target a portal for feedback responses.") * [Link content form](https://www.servicenow.com/docs/DJjTZX6JZtX~DAX_M7bjUg "Link content form.") * [Notification content form](https://www.servicenow.com/docs/F8~jyVp_1BQQk94GoaPMrQ "Notification content form") * [Properties installed with Content Experiences](https://www.servicenow.com/docs/82jTzNw8RC1kNPJLIpScBQ "The Content Experiences [sn_ca] plugin adds properties that determine how a campaign runs related to scheduled jobs and performance.") * [Properties installed with Content Governance](https://www.servicenow.com/docs/XdWHiCQ4EDSps3B7EH5tbw "The Content Governance [sn_cg] plugin adds properties that determine how many records to show in the Content Operations dashboard.") * [Properties installed with Content Publishing](https://www.servicenow.com/docs/dIkoEN3iqyOXBNvNdvXRsQ "The Content Publishing [com.sn_content_delivery] plugin adds the following properties that are designed to control how scheduled jobs work in relation to notifications, to-dos, and communities.") * [Standard banner and icon sizes](https://www.servicenow.com/docs/wLZvMKUvlqN2jjCFVCXUaw "Use the following sizes for the banner and icons for optimal portal performance.") * [To-do content form](https://www.servicenow.com/docs/Vl5meJrwyBFb7Bp2oIIgNg "Use the To-do content form to add to-dos to your portal page.")