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, allowing them to collect employee feedback and share valuable insights with managers. By configuring pulse surveys as widgets in the Journeys page, organizations can gather real-time experience data to enhance employee engagement and journey outcomes.

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    Configuring Pulse Surveys

    There are two primary ways to configure pulse surveys within Journey Designer: using Lifecycle Events or Journey Accelerator. Both methods involve similar foundational steps:

    • Create a pulse theme: Establish a pulse theme in Listening Posts, with the option to create distinct themes for different journey types.
    • Create a pulse survey: Design the survey within Listening Posts aligned to the created theme.

    Using Lifecycle Events

    • Create an activity record in an existing Lifecycle Event, selecting Pulse Survey Activity Type and linking it to the created pulse survey.
    • Assign the Pulse user field to the intended survey recipient.
    • Customize analytics on the Journey page by enabling satisfaction score viewing permissions for journey owners.
    • Configure satisfaction score actions such as URLs or scheduling links to appear based on survey results.
    • Set up response sharing rules to share survey results with managers.

    Using Journey Accelerator

    • Add the pulse survey task template to a plan configuration via stage configuration.
    • Create a task template specifying Task type as Pulse Survey and link it to the pulse survey.
    • Trigger the survey as part of the journey through the configured tasks.
    • Enable journey owners to view satisfaction scores and configure related actions similarly to Lifecycle Events.
    • Share survey insights with managers by establishing appropriate response sharing rules.

    Key Outcomes

    • Seamless embedding of pulse surveys within employee journeys to capture feedback at relevant touchpoints.
    • Enhanced ability for managers to receive and act on employee experience insights.
    • Customizable analytics and action triggers based on survey satisfaction scores to drive timely interventions.
    • Flexibility to implement surveys either through Lifecycle Events or Journey Accelerator depending on organizational preference.

    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: