Exploring Feedback application in Strategic Planning

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Exploring Feedback application in Strategic Planning

    The Feedback application is essential for collecting, managing, and evaluating feedback and product ideas from various sources including emails, social media, chats, and the Idea portal. It enables users to analyze feedback, associate it with product ideas, and link it to planning or non-planning items, aligning customer insights with the product roadmap.

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    Key Features

    • Feedback Collection: Gather feedback from diverse sources to support data-driven product decisions.
    • Product Idea Management: Create and prioritize product ideas, linking them to feedback and planning items.
    • Email Integration: Configure email accounts to automatically create feedback records from emails received.
    • Outlook Add-in: Submit feedback directly from Microsoft Outlook to streamline the process.
    • Documentation Management: Collect and manage relevant documents linked to product ideas.
    • Filtering Options: Use filters on the feedback overview page for customized information retrieval.
    • Summarization Tools: Utilize Now Assist and Gen AI Docs for generating concise summaries of customer feedback and planning items.

    Key Outcomes

    Using the Feedback application, ServiceNow customers can enhance their product development strategy by effectively capturing and evaluating user feedback. This allows for informed decision-making, prioritization of product ideas, and alignment with overall business goals. The integration with existing tools like Outlook and the Idea portal facilitates a seamless workflow, ensuring that valuable insights are not lost and are actively utilized in strategic planning.

    Learn how to manage feedback and product ideas and make informed decisions in the Feedback application.

    Feedback overview

    The Feedback application is designed to collect, manage, and evaluate feedback and product ideas. Feedback is received from various sources such as emails, social media, chats, meetings, and the Idea portal. With Feedback, you can analyze feedback on your product, link feedback to a product idea. You can associate feedback or a product idea directly to a planning or non-planning item. This application aligns customer feedback with the product roadmap, identify trends and statistics, and track the progress of feedback implementation.

    Feedback benefits

    With Feedback, you can:
    • Gather feedback from users and make data-driven decisions about product development, improvements, and future strategies.
    • Create feedback or product ideas and link them with a feedback or product idea or planning or non-planning items.
    • Import ideas from the Idea portal to Feedback application.
    • Configure Microsoft Outlook add-ins to submit feedback directly from your Outlook account.
    • Configure an email account in your instance so that sending emails to this configured email address creates a feedback record.
    Benefit Feature Role
    Capture and evaluate feedback from multiple sources to make informed decisions on your product. Create Feedback in Strategic Planning pf_user
    Create and prioritize product ideas that can be implemented. Create Product idea in Strategic Planning pf_user
    Manage your feedback by associating it with one or multiple product ideas that can be evaluated, prioritized, and worked on. Associate feedback with a product idea pf_user
    Link your feedback or product idea to a planning or non-planning item to address concerns. Associate a feedback or product idea with a planning item and Associate a feedback or a product idea record with a non-planning item pf_user
    Associate and manage goals associated with product ideas. Associate a product idea with a goal pf_user and goal_user
    Collect and manage documents, files, or resources associated with product ideas. Docs in Feedback pf_user
    Import ideas from the Idea portal to Feedback. Integrate the Idea portal with Feedback application sn_align_core.apw_admin
    Create or submit feedback from the Microsoft Outlook directly without disturbing the workflow. Submit feedback from Microsoft Outlook pf_user
    Configure the non-planning items that you want to link with the feedback or product idea without having to switch between related items. Configure non-planning items for feedback or product ideas records admin
    Configure filters for feedback or product idea overview page to get information based on your preference. Filter configuration admin
    Generate concise and informative summary of customer feedback using Now Assist for SPM. Summarize the feedback by using Now Assist for Strategic Portfolio Management (SPM) pf_user
    Generate a summary of selected text using Planning item Gen AI Docs skill. Generate the summary for selected or complete content with Planning Item Doc Summarization skill pf_user