Exploring Feedback application in Strategic Planning

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Exploring Feedback application in Strategic Planning

    The Feedback application in Strategic Planning enables ServiceNow customers to collect, manage, and evaluate feedback and product ideas from multiple sources including emails, social media, chats, meetings, and the Idea portal. It helps align customer feedback with product roadmaps, identify trends, and track the progress of feedback implementation.

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    Key Features

    • Feedback Collection and Analysis: Capture feedback from various channels and analyze it in context of your products and strategies.
    • Linking Feedback and Ideas: Associate feedback or product ideas directly with planning or non-planning items to better address concerns and integrate with your strategic plans.
    • Idea Management: Create, prioritize, and manage product ideas; import ideas from the Idea portal into the Feedback application.
    • Integration with Outlook: Configure Microsoft Outlook add-ins to submit feedback directly from Outlook, streamlining workflows.
    • Email Integration: Set up an email account in ServiceNow to automatically create feedback records from incoming emails.
    • Goal and Document Association: Link product ideas with strategic goals and manage related documents and resources effectively.
    • Custom Configuration: Admins can configure non-planning items for linking, and set up filters on overview pages for tailored information display.
    • AI-Assisted Summarization: Use Now Assist for Strategic Portfolio Management to generate concise summaries of customer feedback and improve planning item descriptions, increasing efficiency and quality.

    Key Outcomes

    • Enable data-driven decision-making by gathering and analyzing comprehensive feedback to improve products and strategies.
    • Maintain alignment between customer feedback and product roadmaps, ensuring that strategic plans reflect actual user needs and ideas.
    • Enhance collaboration by linking feedback and product ideas to planning items and goals, facilitating prioritization and execution.
    • Improve user productivity with integrated tools like Outlook add-ins and automated email feedback creation.
    • Leverage AI capabilities to synthesize feedback insights quickly, supporting faster and more informed planning processes.

    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
    Refine planning item description using write planning item skill. Improve efficiency and quality using refine records skill with Now Assist Context Menu sn_align_core.apw_user