Assessments in Service Portal and the Now Mobile app
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Summary of Assessments in Service Portal and the Now Mobile app
ServiceNow's Yokohama release enables users to view and take assessments via the Service Portal and the Now Mobile app. TheMy Assessments and Surveyswidget is available by default on the Service Portal home page, providing an intuitive interface for managing assessments. Mobile users with the Now Mobile app installed can access assessments through a dedicated applet launcher with push notifications to enhance engagement.
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Assessments in Service Portal
- Activate the Service Portal to access the My Assessments and Surveys widget.
- The widget can be configured with instance options such as Max records (number of assessments displayed, default 5) and Title (default “My Assessments and Surveys”).
- Users can view all assessments by clicking the View all link if more assessments exist beyond the max records shown.
Assessments in the Now Mobile app
- Assessments assigned to users trigger email notifications and, if enabled, push notifications in the Now Mobile app.
- Notifications open an introduction page with a “Get started” link within the Mobile Employee Service Portal, provided related settings are enabled.
- Push notifications require enabling the system property
glide.sg.universallinks.enabledset to true. - The Yokohama release displays assessments in a card view format by default unless legacy customizations exist.
Assessment User Experience
- Breadcrumb navigation in Service Portal helps users track their location within the assessment and easily return to previous pages or the main assessments list.
- A progress bar shows completion percentage based on pages answered, dynamically adjusting if new questions appear.
- Pagination displays the total number of pages and the current page, aiding navigation; mobile users always see pagination by question.
- User responses are automatically saved when moving to the next page to prevent data loss.
- Required questions must be answered before proceeding; error messages clearly indicate any missing responses.
- Long question details truncate after 4-5 lines with a “Show more” link to expand and “Show less” to collapse.
- For Yes/No/Not Applicable questions, the Not Applicable option appears last and can be configured during question creation.
- Users can complete assessments linked to multiple incident records using the same assessment instance.
- Unsubmitted assessments can be resumed later from the exact point where the user left off.
Practical Benefits for ServiceNow Customers
- Enables seamless assessment management within familiar Service Portal and mobile environments.
- Improves user engagement through notifications and a responsive, user-friendly interface.
- Supports efficient data collection with automatic saving and clear progress indicators.
- Allows flexibility for users handling multiple incidents or returning to unfinished assessments.
If you've installed Service Portal, you can use the My Assessments and Surveys widget in Service Portal. Users can view and take assessments in Service Portal. Service Portal also supports assessments for users on mobile devices that have the Now Mobile app installed. The My Assessments and Surveys widget is available by default on the Service Portal home page.
Assessments in Service Portal
To create an intuitive interface for your users, you can set up assessments in Service Portal. Activate Service Portal to view the My Assessments and Surveys widget, which appears on the Service Portal home page.
To learn more about activating Service Portal, see Activate Service Portal.
To learn more about configuring a widget, see configure widget instances .
To configure an Assessments and Surveys widget on a Service Portal home page, press the CTRL key, right-click the widget heading, and select Instance Options.
| Property | Description |
|---|---|
| Max records | Maximum number of assessments to list in the widget on the Service Portal home page. Users can click the View all link to view all assessments. Default number of assessments: 5 |
| Title of the widget | Text that appears in the title bar of the survey widget. Default title: My Assessments and Surveys |
Assessments in the Now Mobile app
Your users can view and take the assessments on mobile devices using the My Assessments and Surveys applet launcher that is available by default in the Now Mobile app.
When you assign an assessment to a user, an email notification about taking the assessment is sent to the user. If users installed the Now Mobile app, a mobile push notification is also sent on mobile devices. Tapping the notification opens an introduction page for an assessment in the Mobile Employee Service Portal in the Now Mobile app. The page displays a Get started link. The introduction page and the Get started link are available only if the related settings are enabled. Users can tap the link to view and take the assessment. You can activate push notifications by setting the glide.sg.universal_links.enabled system property to true.
- An assessment page shows breadcrumb navigation on the Service Portal. Users can click the links in the breadcrumb to navigate to previous pages or a home page. For example, clicking the My Surveys link in the breadcrumb navigates users to a page, which shows a list of all the assessments.
- When the assessment is in progress, the progress bar, available on each page of the assessment, shows the progress in percentage. The percentage of completion is based on the number of pages in the assessment. For example, suppose that there are three pages in the assessment. The third page shows 66% completion of the assessment. But giving a response to one of the questions on the third page opens a new question on a separate page, which is the fourth page. The fourth page shows the progress of the assessment as 75% completed, which affects overall progress and page indicators. Users can see the pagination - total number of pages - for the entire assessment as well as the current page that the users are on. To hide or show this progress bar, you can use the sn_portal_surveys.sp_survey.show_progress_bar property.
- Each user response is saved automatically when users move to the next page in the assessment. If users don't answer the required assessment questions before clicking Next, the page shows an error message at the top for all required and unanswered questions. This error message helps users find the exact location of the unanswered and required question. Any question that is not required and is not responded to before clicking Next is considered answered. The question is counted as completed.
- When the details of an assessment question contains more than four or five lines of text, the text after these lines disappears. In such cases, users can see the complete details by clicking the Show more link. Users can go back to the default behavior by clicking the Show less link.
- For a question that has the answer options of Yes, No, and Not Applicable, the Not Applicable option appears last in the list of options. The Not Applicable option can be configured while creating a question.
- Your users can take assessments for multiple incident records generated. For example, suppose that users have two incident records generated. The user can take an assessment for both the incident records generated using the same assessment instance.
- When the assessment users leave the assessment without submitting it, they can start
the assessment later from the same page where they left off in the previous
session.Note:For mobile users, the pagination is always by question for assessments.