Integrating Listening Posts with Journey designer

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Integrating Listening Posts with Journey Designer

    This integration enables ServiceNow customers to embed pulse surveys within Journey Designer to capture employee experience insights. By configuring pulse survey widgets in Journeys, organizations can prompt employees for feedback and share survey results with managers, enhancing engagement and actionable insights throughout employee journeys.

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    Configuring Pulse Surveys with Journey Designer

    There are two primary methods to configure pulse surveys within the Journeys page: using Lifecycle Events or Journey Accelerator. Both approaches involve creating pulse themes and surveys in Listening Posts, then embedding and triggering these surveys within the journey workflows.

    Using Lifecycle Events

    • Create a pulse theme: Establish a dedicated pulse theme for each journey type within Listening Posts.
    • Create a pulse survey: Develop the survey based on the designed pulse theme.
    • Trigger the survey: Add an activity record with the Pulse Survey Activity Type to an existing Lifecycle Event, assign the survey, and specify the recipient.
    • Add analytics: Enable journey owners to view satisfaction scores by adjusting permissions, configure satisfaction score actions (e.g., scheduling meetings based on scores), and set up response sharing rules to share results with managers.

    Using Journey Accelerator

    • Create a pulse theme: Similarly, create a pulse theme for each journey type in Listening Posts.
    • Create a pulse survey: Build the survey linked to the theme.
    • Add to plan configuration: Insert the pulse survey task template into a plan configuration stage.
    • Trigger the survey: Create a task template with Task type “Pulse Survey” and link it to the pulse survey.
    • Add analytics: As with Lifecycle Events, configure journey owner permissions, satisfaction score actions, and response sharing to managers.

    Key Benefits for ServiceNow Customers

    • Employee Experience Insights: Gain timely, embedded feedback during employee journeys to inform managers and improve experiences.
    • Flexible Configuration: Choose between Lifecycle Events or Journey Accelerator for survey integration, fitting diverse organizational workflows.
    • Actionable Analytics: Utilize satisfaction scores and customized actions triggered by survey results to drive follow-up and engagement.
    • Manager Engagement: Automatically share pulse survey results with managers to close the feedback loop effectively.

    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: