Integrating Listening Posts with Journey designer

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Integrating Listening Posts with Journey Designer

    ServiceNow enables integration of Listening Posts with Journey Designer to embed pulse surveys directly into employee journeys. This integration helps capture employee experience insights through pulse surveys and shares these insights with managers, facilitating timely feedback and action.

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    Configuring Pulse Surveys

    There are two primary ways to configure pulse surveys within Journey Designer:

    • Lifecycle Events:
      • Create a pulse theme and a corresponding pulse survey in Listening Posts.
      • Trigger the survey by adding a Pulse Survey activity to an existing Lifecycle Event, assigning the survey to the targeted employee.
      • Customize Journey page analytics by enabling satisfaction score visibility and defining actions linked to specific score results.
      • Set up rules to share survey responses with managers for follow-up.
    • Journey Accelerator:
      • Create a pulse theme and pulse survey as above.
      • Add the pulse survey task template to a plan configuration via stage configurations.
      • Trigger the survey by creating a task template of type Pulse Survey linked to the created pulse survey.
      • Enable satisfaction score viewing permissions and configure score-based actions on the Journey page.
      • Configure response sharing rules to deliver survey results to managers.

    Key Outcomes

    • Embed pulse surveys within employee journeys to collect real-time feedback.
    • Gain insights into employee satisfaction through customizable satisfaction scores and analytics.
    • Enable managers to receive survey insights promptly, allowing for responsive engagement and improved employee experience.
    • Customize actions triggered by specific survey scores, such as scheduling meetings or providing resources.
    • Maintain flexibility by creating distinct pulse themes and surveys for different journey types.

    Use Listening Posts with Journey designer to embed pulse surveys to get insight into employees' experiences and share those insights with managers.

    Configure a pulse survey widget in the Journeys page

    Add the widget to the Journeys page to prompt employees for feedback. You can configure the widget in either Journey Accelerator or

    Lifecycle Events. The steps for both options are provided below:

    Configure in Lifecycle Events

    Step 1: Create a pulse theme
    Follow the steps to Create a pulse theme in Listening Posts
    Note:
    You can create a separate pulse theme for each journey type.
    Step 2: Create pulse survey
    Follow the steps to Create a pulse survey in Listening Posts
    Step 3: Trigger pulse survey from Lifecycle Events

    Open an existing Lifecycle Event and create an activity record with the Pulse Survey Activity Type. Select the pulse survey that you created in step 2 and assign the Pulse user field to the person you want to take the survey.

    Configure a lifecycle event activity | Configure a pulse survey event activity
    Step 4: Add analytics to the Journey page
    Customize with the following options:

    Configure in Journey Accelerator

    Step 1: Create a pulse theme
    Follow the steps to Create a pulse theme in Listening Posts
    Note:
    You can create a separate pulse theme for each journey type.
    Step 2: Create pulse survey
    Follow the steps to Create a pulse survey in Listening Posts
    Step 3: Add to a plan configuration
    Add the task template containing the pulse survey to a plan configuration via a stage configuration. Add stage configurations
    Step 4: Trigger pulse survey from Journey Accelerator
    Create a task template with a Task type of Pulse Survey. In the Related record field, select the pulse survey you created in step 2.
    Create and manage action plan task templates
    Step 5: Add analytics to the Journey page
    Customize with the following options: