Platform Propose survey responses agentic workflow
Summarize
Summary of Platform Propose survey responses agentic workflow
The Platform Propose survey responses agentic workflow helps ServiceNow customers increase survey completion rates by assisting requesters with AI-suggested answers. When activated, assignees receive an email containing AI-generated survey responses based on the associated Incident or Request. They can accept these suggestions directly via a link or choose to fill out the survey manually. This workflow streamlines the survey process, encouraging faster and more informed responses.
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Prerequisites and Setup
- Requires Now Assist for Platform installed on the instance, which is included with other Now Assist applications like Now Assist for ITSM.
- Compatible with surveys triggered on the Incident or Request tables, including default surveys such as the Short Customer Satisfaction Survey with Smiley Face and custom surveys with associated triggers.
- Role-based access is controlled via the
snuxcgenai.platformaisurveyresponserole; proper security controls and data access roles must be configured to enable reading survey-related tables.
Access and Configuration
- Access the workflow through AI Agent Studio under "Create and manage" by selecting "Propose survey responses."
- Setup includes reviewing and enabling AI agents responsible for suggesting survey answers and collecting survey data.
- Agentic workflows can be monitored and interacted with via the AI Activity panel in the Core UI or workspaces.
- UI actions can be enabled to allow users to trigger the workflow directly, with necessary system properties configured.
Usage and Testing
- The workflow requires a trigger to activate and cannot be started from the Now Assist panel.
- Testing can be done in AI Agent Studio with appropriate admin roles by using sample utterances referencing specific task numbers and including key fields such as number, description, priority, and caller ID.
AI Agents Included
The workflow relies on two primary AI agents:
- Survey response suggestion AI agent: Generates suggested answers based on record details.
- Survey filling data collection AI agent: Gathers relevant record and survey question data to facilitate feedback collection.
Ensure AI agents are activated in their guided setup to enable full functionality.
Additional Information
For customers interested in other platform-related agentic workflows, additional information is available under Platform agentic workflows.
Use the Platform Propose survey responses agentic workflow to assist requesters in completing surveys.
Propose survey responses overview
The Propose survey responses agentic workflow can help simplify and increase survey responses. Many callers end up not filling out surveys after requests have been fulfilled, and this agentic workflow helps them to make informed decisions to answer survey questions quickly.
When this agentic workflow and trigger are activated, the assignee receives an email with AI-suggested answers to their survey based on the associated Incident or Request. They then have the option to accept the AI-generated answers with a link at the bottom of the email. They can also choose to fill out the survey manually.
The agents, tools, and triggers that are associated with the Propose survey responses agentic workflow are provided by Now Assist applications. You can activate the agentic workflow template by making the trigger active. If you want to change this agentic workflow's instructions, you must duplicate it, adjust the settings to suit your needs, and activate the duplicated version of the agentic workflow instead.
Prerequisites and setup
To access this workflow, you must have Now Assist for Platform installed on your instance, which you can get if you install any other Now Assist application, such as Now Assist for IT Service Management (ITSM).
You can use this workflow for any survey triggered on the Incident or Request table. For example, this agentic workflow can be used by the Short Customer Satisfaction Survey with Smiley Face when an Incident is closed. You can change existing surveys, and the agentic workflow can still propose answers. The agentic workflow can also be used for custom surveys triggered by the Incident or Request table as long as there’s a trigger associated with the survey. See Configure a trigger condition for a survey for instructions on adding a trigger to a survey.
Propose survey responses isn’t available for Now Assist panel.
Role masking
Required role: sn_uxc_gen_ai.platform_ai_survey_response.
Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.
In the data access settings, you must also add the necessary roles to enable reading of survey tables and other related tables.
Accessing the Propose survey responses agentic workflow
- Navigate to .
- Select Propose survey responses.
The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information.
In-product agentic AI and UI actions
Agentic workflows can be accessed in the Core UI and in workspaces in the AI Activity panel. From there, you can track their progress, provide or review input, and see the results of the work performed. For more information, see In-product agentic AI for more details about the AI Activity panel.
To enable users to access agentic workflows with UI actions, you can open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. You can select a UI action as a possible way to access the workflow
If you don't see your UI actions after configuring it in AI Agent Studio, ensure that the property com.glide.agentic_processes_view.enabled is set to true. See Enable the in-product experience for agentic workflows.
Sample utterance
After the workflow has been activated in AI Agent Studio, you need to set a trigger for the workflow to run. This workflow cannot be triggered from the Now Assist panel.
If you want to test the agentic workflow in AI Agent Studio and you have the sn.aia_admin role, enter the following phrase in the Testing page in the Task field: Help me with survey AINST00XXXX. List of fields to extract inc/case/req details: number, short_description, description, calendar_stc, escalation, reopen_count, close_code, close_notes, state, priority, caller_id. You must include the list of fields to extract.
AI agents used in the Propose survey responses agentic workflow
| AI agent name | AI agent description | Role required |
|---|---|---|
| Survey response suggestion AI agent | Suggests answers to questions based on record details. | sn_uxc_gen_ai.platform_ai_survey_response |
| Survey filling data collection AI agent | Collects the data related to the record and the survey questions to gather feedback. | sn_uxc_gen_ai.platform_ai_survey_response |
Other Platform agentic workflows
For more information on other agentic workflows that are associated with the Platform workflow, see Platform agentic workflows.