Questionnaire activity

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Questionnaire Activity

    The Questionnaire activity in ServiceNow Playbooks enables you to collect inputs directly from users during a playbook run. It replaces the older Collect User Data activity and simplifies data collection by removing the need to create a separate data definition. This activity is ideal when you do not have an existing table for data storage, do not require reporting on the collected data, and only need to use the data within the playbook itself.

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    If you already maintain a table for storing collected data, the User Form activity is recommended instead.

    Roles and Availability

    This activity is available as a common activity and can be added to playbooks by users with the admin, playbook.admin, or pdauthor roles.

    Key Features

    • Data Collection: Collect various types of user inputs such as addresses or yes/no questions to guide subsequent playbook activities.
    • Activity Properties: Configure properties such as label, description, run conditions, and start rules to control when and how the activity runs within a stage or playbook.
    • Start Rules: Define triggers for the activity or stage, such as starting when the process starts, after specific stages or activities, or with a delay.
    • Assignment Controls: Limit who can perform or edit the activity by specifying Assignment Group and Assigned To fields, which default to the trigger record’s assignment but can be customized.
    • Questionnaire Configuration: Add and edit questions in the Questionnaire tab, allowing agents to respond during the playbook run without external data dependencies.
    • Outputs: Outputs include a reference to the record containing the collected data, accessible via the pill-picker and dot-walking for use in subsequent playbook activities.

    Practical Use

    Use the Questionnaire activity when you want a lightweight, embedded method to gather user input during a playbook run without the overhead of data definitions or external tables. It supports dynamic workflows by enabling conditional logic based on responses and integrates seamlessly with other playbook activities through accessible outputs.

    Next Steps

    • Create and insert new questionnaires tailored to your process needs.
    • Configure activity properties and access controls to align with your organizational policies.
    • Leverage outputs to drive subsequent playbook activities and decisions.

    Collects inputs from a user during a playbook run to use later in the playbook.

    The questionnaire activity replaces the Collect User Data activity, but does not require you to create a data definition. Use the questionnaire activity if:
    • You don't have a table already,
    • You don't need to run reports on the collected data,
    • And you don't need to use the data outside of the playbook.
    If you already have a table to store the collected data, use the User Form activity.

    Roles and availability

    This activity is available as a common activity. Users with the admin, playbook.admin, or pd_author can add this activity to a playbook.

    During a playbook run, you can use data definitions to potentially:
    • Collect a shipping address, then reference the address when generating a shipping label.
    • Ask the user "yes" or "no" questions, and determine subsequent activities based on the user's responses.

    Common properties

    These properties are common to all to activities in Playbooks.

    Open the activity properties panel and configure your activity to add values for the following inputs. If the input value varies, use the pill-picker to show where to get the value. To learn more about the pill-picker, see Dot-walking examples.
    Input Type Description
    Label String Title to display as activity and playbook card.
    Description String Information to display about activity usage or outcome.
    Run condition Condition Builder Conditions that must be met to run an activity or stage. You can use data from prior activities to build conditions.
    Note:
    Select Show additional options to see this field.
    Start Rule Choice Under Schedule > Start Rule, select a start rule for when your stage should start running:
    • When process starts: Your stage starts running as soon as the playbook starts.
    • After specific stages: Your stage starts running after specified stage(s) have finished running.
    Under Schedule > Start Rule, select a start rule for when your activity should start running:
    • When stage starts: Your activity starts running as soon as its stage starts running. Your stage starts running when your playbook is triggered.
    • After specific activities: Your activity starts running after specified activities have finished running.
    Start with delay True/False Option to wait for a duration of time before running an activity or stage. When enabled, this input displays the Start with delay input properties.
    Note:
    Select Show additional options to see this field.

    Questionnaire

    In the Questionnaire tab, you can:
    • Add questions for agents to respond to,
    • Edit existing questionnaires.
    To learn more about adding or configuring questions, see Create a new questionnaire.

    Inputs

    Many of these inputs are common to activities in Playbooks.

    After configuring the required inputs for your activity, you can also choose to configure additional inputs. In the side panel, select Show additional options to display these advanced inputs. For more information, see Activity experience.
    Input Type Description
    Assignment Group for this Process Step Reference.Group [sys_user_group] Assignment group allowed to perform this playbook activity. If you don't set any values for Assignment Group or Assigned To, any user can read and edit the collected data. The Assignment group and Assigned to fields limit who has access to do so. To specify only individual users, use the Assigned To field. The same users do not need to be specified in both fields.
    Note:
    By default, these fields are mapped to the Assignment Group and Assigned To fields of the trigger record. This means that users assigned to work on the parent record have access to submit, view and edit the collected data by default.
    Assigned to this Process Step Reference.User [sys_user] User allowed to perform this playbook activity. If you don't set any values for Assignment Group or Assigned To, any user can read and edit the collected data. The Assignment group and Assigned to fields limit who has access to do so. To specify only individual users, use the Assigned To field. The same users do not need to be specified in both fields.
    Note:
    By default, these fields are mapped to the Assignment Group and Assigned To fields of the trigger record. This means that users assigned to work on the parent record have access to submit, view and edit the collected data by default.

    Outputs

    These outputs can provide data to other activities in your playbook. You can access this data as activity inputs when you configure your activity:
    Output Type Description
    Record Reference.Flow Data Reference to record containing collected data. Use the pill-picker to dot-walk to Outputs > Record > Vars to see all collected data. To learn more about the pill-picker, see Dot-walking examples.