Exploring Feedback application in Strategic Planning

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Exploring Feedback application in Strategic Planning

    The Feedback application in Strategic Planning enables ServiceNow customers to efficiently collect, manage, and evaluate feedback and product ideas sourced from emails, social media, chats, meetings, and the Idea portal. It aligns customer feedback with product roadmaps and planning items, helping organizations identify trends, track progress, and make data-driven product development decisions.

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    Key Features

    • Multi-source Feedback Collection: Gather feedback from diverse channels including Microsoft Outlook, configured email accounts, and the Idea portal, facilitating seamless input without disrupting workflows.
    • Feedback and Product Idea Management: Create, associate, and prioritize feedback and product ideas, linking them to planning or non-planning items to address customer concerns effectively.
    • Goal Association and Document Management: Link product ideas to strategic goals and manage related documents and files within the Feedback application.
    • Customization and Configuration: Configure non-planning items for easy linkage with feedback or product ideas, set filters on overview pages, and integrate the Idea portal for streamlined idea import.
    • AI-powered Summarization and Refinement: Utilize Now Assist for Strategic Portfolio Management to generate concise feedback summaries and employ Gen AI Docs skills to summarize or refine planning item descriptions.

    Key Outcomes

    • Enhanced Decision-Making: Customers can make informed, data-driven decisions regarding product development and strategic planning by analyzing consolidated feedback.
    • Improved Alignment: Feedback and ideas are directly linked to planning initiatives, ensuring that customer needs and product improvements align with organizational goals.
    • Streamlined Feedback Workflow: Integration with Microsoft Outlook and email accounts simplifies feedback submission, enhancing user engagement and reducing administrative overhead.
    • Efficient Feedback Tracking: The ability to associate feedback with multiple product ideas and planning items allows for comprehensive tracking and prioritization.

    Learn how to manage feedback and product ideas and make informed decisions in the Feedback application.

    Feedback overview

    The Feedback application is designed to collect, manage, and evaluate feedback and product ideas. Feedback is received from various sources such as emails, social media, chats, meetings, and the Idea portal. With Feedback, you can analyze feedback on your product, link feedback to a product idea. You can associate feedback or a product idea directly to a planning or non-planning item. This application aligns customer feedback with the product roadmap, identify trends and statistics, and track the progress of feedback implementation.

    Feedback benefits

    With Feedback, you can:
    • Gather feedback from users and make data-driven decisions about product development, improvements, and future strategies.
    • Create feedback or product ideas and link them with a feedback or product idea or planning or non-planning items.
    • Import ideas from the Idea portal to Feedback application.
    • Configure Microsoft Outlook add-ins to submit feedback directly from your Outlook account.
    • Configure an email account in your instance so that sending emails to this configured email address creates a feedback record.
    Benefit Feature Role
    Capture and evaluate feedback from multiple sources to make informed decisions on your product. Create Feedback in Strategic Planning pf_user
    Create and prioritize product ideas that can be implemented. Create Product idea in Strategic Planning pf_user
    Manage your feedback by associating it with one or multiple product ideas that can be evaluated, prioritized, and worked on. Associate feedback with a product idea pf_user
    Link your feedback or product idea to a planning or non-planning item to address concerns. Associate a feedback or product idea with a planning item and Associate a feedback or a product idea record with a non-planning item pf_user
    Associate and manage goals associated with product ideas. Associate a product idea with a goal pf_user and goal_user
    Collect and manage documents, files, or resources associated with product ideas. Docs in Feedback pf_user
    Import ideas from the Idea portal to Feedback. Integrate the Idea portal with Feedback application sn_align_core.apw_admin
    Create or submit feedback from the Microsoft Outlook directly without disturbing the workflow. Submit feedback from Microsoft Outlook pf_user
    Configure the non-planning items that you want to link with the feedback or product idea without having to switch between related items. Configure non-planning items for feedback or product ideas records admin
    Configure filters for feedback or product idea overview page to get information based on your preference. Filter configuration admin
    Generate concise and informative summary of customer feedback using Now Assist for SPM. Summarize the feedback by using Now Assist for Strategic Portfolio Management (SPM) pf_user
    Generate a summary of selected text using Planning item Gen AI Docs skill. Generate the summary for selected or complete content with Planning item Gen AI Docs skill in Strategic Planning pf_user
    Refine planning item description using write planning item skill. Refine planning items content using write planning item skill sn_align_core.apw_user