Managing Feedback application in Strategic Planning

  • Release version: Yokohama
  • Updated January 30, 2025
  • 5 minutes to read
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    Summary of Managing Feedback application in Strategic Planning

    The Feedback application in Strategic Planning allows ServiceNow customers to collect, manage, and analyze user or customer feedback related to products. This application enables data-driven decisions during product development by associating feedback with product ideas and planning items that can be tracked, prioritized, and implemented.

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    Feedback includes suggestions, issues, proposed solutions, or problem statements submitted by users. Strategic Planning centralizes feedback from multiple sources and helps product managers review and prioritize this input effectively.

    Key Features

    • Feedback Management: View and analyze feedback using filters for top tags, active customers, recent submissions, linkage status to product ideas, assignment status, and overall sentiment trends over nine months.
    • Feedback List View: Product managers can sort, filter, group, and link feedback to ideas or planning items such as epics, demands, or projects. Multiple feedback records can be associated at once.
    • Product Ideas: Translate feedback into actionable product ideas or improvements that benefit customers. Product ideas can be prioritized using attributes like planning state, MoSCoW, priority, and impact, and linked to planning items.
    • Tabs for Feedback and Product Ideas: Specialized tabs enable detailed management, including:
      • Feedback Tabs: Details, Product Idea linkage, and Planning Item tracking.
      • Product Idea Tabs: Details, Planning Item linkage, Goal/Target relationships, Feedback linkage, and Documentation management.
    • Documentation Integration: Organize and collaborate on requirements, specifications, and other documents related to feedback, product ideas, or planning items. Features include user tagging, linking records, rich content insertion, and AI-generated summaries.

    Practical Benefits for ServiceNow Customers

    • Centralize and streamline feedback collection to better understand customer needs and critical issues.
    • Link feedback to actionable product ideas and planning items, enabling prioritization and tracking through development cycles.
    • Gain insights from analytics on feedback trends, customer engagement, and sentiment analysis to drive strategic decisions.
    • Collaborate effectively across teams with integrated documentation and AI-powered summarization to maintain clarity and focus.
    • Improve product development outcomes by ensuring feedback-driven ideas are clearly linked to business goals and measurable targets.

    Use Feedback application in Strategic Planning and create Feedback and product ideas to take data driven decisions during product development. Associate the feedback with a product idea or with a planning or non-planning item that can be tracked, prioritized, and implemented.

    Use the following components to manage your Feedback within Strategic Planning.
    • Feedback
    • Product idea

    Feedback

    Feedback refers to a suggestion, issue, proposed solution, or problem statement provided by users or customers for a product. Strategic Planning enables you to collect feedback from multiple sources and review the incoming feedback to understand the critical issues or feature requests. You can create feedback filters from feedback homepage. For more information on feedback filters, see Create feedback filters in Strategic Planning.

    Feedback filter page in Feedback.

    Feedback overview

    Get insights of feedback, number of product ideas linked to feedback, top tags, and customers based on the feedback count on the overview page. View trends and statistics based on these filters:
    • Top tags, which are majorly used to conclude on the focus areas
    • Top customers who are most actively submitting feedback
    • Feedback received in the last seven days
    • Feedback that is not linked to any product idea
    • Feedback based on the overall status
    • Feedback that is assigned and unassigned to the user
    • Identify the overall sentiment distribution across your feedback data.
    • Analyze the sentiments of the feedback received over the past nine months.

    The following figure shows a sample overview of customer feedback and indicates the different features on the overview tab. For example, know which customer has provided the maximum feedback by viewing the feedback count based on top customers. Use the filters at the top of the page to view feedback information on the Feedback application. For more information on filters, see Configure the filters for feedback or product idea overview page.

    Feedback overview page in Feedback.

    Feedback List view

    As a Product Manager, you can see a list of feedback submissions received from users or customers. You can navigate, sort, filter, group, or link the feedback and prioritize your actions based on their requirements.

    You can also create a feedback record and link it with an idea or planning items on this page. For example, you can select multiple feedback records and associate them with an idea, epic, demand, or project.

    Feedback list view in Feedback.

    Product idea

    A product idea is a solution or improvement that is developed based on one or multiple feedback records, ensuring it benefits all the customers. Assess and prioritize the product idea or link it to another planning item (epic, demand, or project).​ Manage your product ideas and create a custom lens using the product ideas in Strategic Planning. Get an overview of product ideas, number of product ideas linked to the feedback, latest ideas, and planning state of the ideas. Use the filters at the top of the page to view the product ideas.

    Product ideas List view

    As a Product Manager, you can see a list of product idea submissions. You can sort ideas based on different attributes like planning state, MoSCoW, priority, and impact. Prioritize product ideas using the MoSCoW values in the list view. The list view displays linked feedback count and number of customers interested in a product idea. The number of customers is calculated or rolled up based on the linked feedback.

    Figure 1. Product ideas list
    Product idea list view in Feedback application.

    Get started with these tabs to manage feedback or product idea.

    Table 1. Tabs in Feedback
    Tabs Description Action
    Details Provides additional information about the feedback that has been submitted.
    • View and track the feedback information.
    • Compose worknotes on the feedback.
    • Add attachments or files to your feedback record.
    Product idea Enables you to manage the ideas that are linked to a feedback record. These ideas are evaluated, prioritized, and worked on.
    • View and track the product ideas that are linked to the feedback record.
    • Create a product idea and link it with the feedback record.
    • Unlink the ideas from feedback record.
    Planning item Track work items and ensure that the feedback translates into actionable items.
    • View the number of planning items that are linked to the feedback record.
    • Create a planning item and link it with the feedback record. Monitor the status of planning items and track the overall advancement of planning items.
    • Unlink the planning items from feedback record.
    Table 2. Tabs in Product idea
    Tabs Description Action
    Details Detailed view of the product idea record. View the description, attachments, and activity.
    • View the description, attachments, activity and access other relevant information associated with the product idea.
    • Compose worknotes on the product idea.
    • Add attachments or files to your product idea record.
    Planning item Enables you to view the number of planning items linked to the product idea record.
    • View the number of planning items that are linked to the product idea record.
    • Create a planning item and link it with the product idea record.
    • Unlink the planning items from product idea record.
    Goal/Target relationships Enables you to associate the product idea with specific goals that the idea aims to contribute to.
    • Create and add goals to your product idea record.
    • Remove the goals from your product idea record.
    Feedback Enables you to view and manage the feedback records that are linked to the product idea. This tab displays feedback as cards. Selecting the card opens the feedback record and provides detailed information about the feedback.
    • View the associated feedback that are linked to the product idea record.
    • Select the feedback card to open the detailed information about the feedback.
    • Sort feedback by status, priority, or other attributes.
    • Search for feedback by titles, keywords, or content.
    Doc Provides a centralized location for product managers to organize, store, and collaborate on documents related to the product idea or feedback or planning item. This can include detailed requirements, design documents, technical specifications, or any other files.