---
sourceDocument: Yokohama Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/intelligent-experiences
Release :
- yokohama
ft:locale :
- en-US
ft:publication_title :
- Yokohama Enable AI
ft:clusterId :
- platai
bundleId :
- platai
workflow :
- Platform
---
# Propose survey responses
# Platform Propose survey responses agentic workflow {#ariaid-title1}
Release version: Yokohama
Updated November 18, 2025
 4 minutes to read
Summarize
 Summarized using AI
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.
## Summary of Platform Propose survey responses agentic workflow
The Platform Propose survey responses agentic workflow automates and simplifies the process of completing surveys related to Incident or Request records in ServiceNow.
It addresses the common issue of low survey response rates by using AI agents to suggest answers based on relevant record data.
When activated, the assignee receives an email containing AI-generated survey responses, which they can accept directly or opt to complete the survey manually.
This workflow leverages Now Assist applications and improves survey participation and accuracy by providing informed response suggestions.
Show full answer Show less
## Prerequisites and Setup
* Requires Now Assist for Platform installed, which comes with other Now Assist apps like ServiceNow Otto for ITSM.
* Applicable for surveys triggered on Incident or Request tables, including standard and custom surveys with associated triggers.
* Not supported through the Now Assist panel.
* Role **snuxcgenai.platformaisurveyresponse** is required; role masking and security controls must be configured to limit workflow access appropriately and ensure access to survey and related tables.
* To modify the workflow instructions, duplicate and customize the agentic workflow before activation.
## Access and Usage
* Access via AI Agent Studio under **All \> AI Agent Studio \> Create and manage**; select the Propose survey responses workflow.
* The guided setup provides detailed information about included AI agents and tools.
* Agentic workflows are accessible through the Core UI and AI Workflows panel within workspaces, enabling tracking, input review, and results visualization.
* UI actions can be configured to launch the workflow, with the system property **com.glide.agenticprocessesview.enabled** enabled to display UI actions.
* The workflow requires a trigger to run; it cannot be triggered from the Now Assist panel.
* Testing in AI Agent Studio is possible using a sample utterance including relevant record details fields for extraction.
## AI Agents Involved
* **Survey response suggestion AI agent:** Generates suggested answers based on record data (requires `snuxcgenai.platformaisurveyresponse` role).
* **Survey filling data collection AI agent:** Gathers data related to the record and survey questions to enable feedback collection (also requires the same role).
## Benefits for ServiceNow Customers
This agentic workflow enhances survey completion rates by reducing manual effort and providing AI-assisted suggestions, leading to faster, more accurate survey responses. It integrates seamlessly with Incident and Request management processes, supports customization, and offers secure role-based access control, enabling organizations to efficiently gather user feedback to improve service quality.
Use the Platform Propose survey responses AI agents 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](https://servicenow-prod.fluidtopics.net/A9lknZbcIxQ5cGtzgbrgNA "Activate triggers and change display settings for agentic workflows in AI Agent Studio that come installed with Now Assist applications.") by making the trigger active. If you want to change this agentic workflow's instructions, you must [duplicate it](https://servicenow-prod.fluidtopics.net/ju9DgqK5y_SBvEMgDvZULw "Duplicate an existing agentic workflow in AI Agent Studio to save time by not having to manually configure or create agentic workflows."), 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 ServiceNow Otto 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](https://www.servicenow.com/docs/access?context=t_CreateATriggerCondition&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US) 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.
[Role masking](https://servicenow-prod.fluidtopics.net/KXA9rY7HDpJq5qk3qK1KPg "Role masking for AI agents and agentic workflows running as dynamic users enhances security by enabling users to limit the roles with which AI agents and agentic workflows execute, verifying that AI agents run with minimum necessary privileges.") enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://servicenow-prod.fluidtopics.net/BxlfGCh0M5stfHIyBZXlnw "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to.").
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
To access the agentic workflow:
1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Propose survey responses.
{#survey-suggest__ol_fkq_csr_y2c}
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 Workflows 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](https://servicenow-prod.fluidtopics.net/N0JhgMY1Ebivh2YFtaZiww "Dedicated spaces in workspaces and in the Core UI enable you to use agentic workflows directly in record forms. You can view agentic workflow progress and previous executions, and you can answer follow-up questions for ones that require human supervision.") for more details about the AI Workflows 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.
## 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
The following table lists the agents that are used in the Propose survey responses agentic workflow.
Important:
In the Define availability step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent.
{#survey-suggest__entry__3}
| 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 |
[Table 1. AI agents names and descriptions in the Propose survey responses agentic workflow]
## Other Platform agentic workflows
For more information on other agentic workflows that are associated with the Platform workflow, see [Platform agentic workflows](https://servicenow-prod.fluidtopics.net/WDyeqIZ9ANUDnZFJ~J9_0g "You can use the available Now Assist AI agents Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents.").
*[\>]: and then