Integrated experience and service feedback

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Integrated Experience and Service Feedback

    Integrated experience and service feedback allows admins to collect user insights on their experiences using the Employee Center portal, mobile, Kiosk, and Virtual Agent. Admins can configure feedback mechanisms to capture sentiments and view data in the Feedback Analytics dashboard.

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    Key Features

    • Feedback Types:
      • Experience Feedback: Collects user experience ratings across various platforms.
      • Service Feedback: Gathers feedback specifically on service experiences, such as requests via the Service Catalog.
    • Feedback Formats: Admins can configure feedback as either static questions or survey questionnaires, including star ratings and numeric values.
    • Feedback Widgets: Customizable widgets for in-page and workflow-based feedback include:
      • experience-flow-feedback: Supports in-page feedback.
      • experience-workflow-feedback: Facilitates workflow-based feedback.
    • Post-Feedback Loop: Automatically creates tasks when feedback ratings fall below a specified threshold, visible in My Tasks.
    • Anonymous Feedback: Users can provide feedback anonymously if they choose not to share personal information.
    • Browser Extension Configuration: Experience feedback can be configured for the Browser Extension for Employee Center, with specific feedback definitions available.

    Key Outcomes

    By utilizing integrated experience and service feedback, ServiceNow customers can enhance user engagement, improve service delivery, and systematically capture user insights to drive informed decision-making. The analytics dashboard allows for quick access to feedback data, helping organizations respond effectively to user needs and improve overall service satisfaction.

    Experience and service feedback enables you to gather quick feedback from your users on their user experiences and their service experiences.

    Configure the experience and service feedback across the Employee Center portal to gain insights into your user sentiments, as an admin.

    View all the responses captured neatly in the Feedback Analytics dashboard.

    The two feedback types are:
    • Experience feedback: Provide your feedback on the user experience in the portal, the mobile, Kiosk, or through the Virtual Agent.
    • Service feedback: Provide your feedback on the service experience like raising a Service Catalog item request.

    Both the feedback types can be either static questions or survey questionnaires.

    Note:
    • Configure the experience feedback drawer widget in your portal, if it has the Employee Center header.
    • Configure the experience feedback drawer widget to provide feedback in various formats like, experience, numeric value feedback, or star rating feedback. For more information on configuring feedback definition, see Set up the feedback definition.
    • Avail the star rating and the numeric value rating in Experience feedback predefined with Employee Center version 35.0.
    • For a description of the field values in the feedback definition form, see Feedback definition form.

    Provide feedback through the drawer widget, In page in the portal or via email.

    The following widgets are customizable. For more information on how to customize the widgets, see Integrated service and experience feedback management.
    Table 1. Feedback widgets
    Name Type Description

    experience-flow-feedback

    		 Widget Supports in-page feedback on the portal.

    experience-workflow-feedback

    		 Widget Supports workflow-based feedback on the portal.

    Post-feedback loop

    Post-feedback loop allows tasks to be created when the feedback rating is beneath or equal to the rating threshold. The feedback tasks are visible in My tasks.

    Note:
    The sn_hr_sp.esc_admin has read and write access to the feedback task table Employee Center Pro version 37 onwards. Additionally, the following fields in the feedback task form are read-only, version 37 onwards:
    • Feedback definition
    • Assessment response
    • Feedback provided by

    View the Details tab to get the feedback task assessment. For Survey feedback tasks, view the responses and assessment details.

    Feedback tasks can be anonymous if the feedback provider doesn’t share their personal information while submitting the feedback. Notify the feedback provider via email when the task is resolved if they have shared their personal details. For more information, see

    Experience feedback for browser extension

    Get an experience feedback configuration and a feedback definition when you install Browser Extension for Employee Center plugin (sn_ex_brw_ext) version 1.0 along with Employee Center Pro plugin (sn_ex_sp_pro) version 36.0.

    Note:
    Experience Feedback for Browser Extension definition has certain differentiators from the generic experience feedback options. For more information, see Set up the feedback definition.

    You can view the feedback analytics from the browser extension by selecting the Employee Center Browser Extension in the Portals Filter.