Quizzes

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Quizzes

    Quizzes in ServiceNow are questionnaires designed to assess users' knowledge on various subjects. Built on the assessment engine, quizzes share features with assessments and surveys, delivering scored results based on users' correct answers. They support multiple question categories, user assignments, and weighted scoring to emphasize the importance of certain questions or categories. Activation by a system administrator is required before quizzes can be created and assigned.

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    Key Features

    • Question Categories: Quizzes can include multiple categories, each targeting specific user groups who answer only the questions within their assigned category.
    • Scoring and Weighting: Questions can be scored or unscored. Scored questions have correct answers and contribute to the overall percentage score, which can be weighted by question or category to reflect their significance.
    • Question Types: Supported scored question types include Checkbox, Choice, Duration, Likert Scale, Numeric Scale, Template, and Yes/No.
    • Dependent Questions: Questions can be configured to appear based on previous scored answers, enabling conditional follow-up queries.
    • Notification System: Automated email notifications can be sent to quiz recipients, their managers, and quiz managers regarding assignment, halfway duration alerts, and overdue quizzes.
    • Reusable Templates: Templates provide standardized answer scales for consistent rating question responses, such as satisfaction scales.
    • Roles and Permissions: No special role is required for users to take assigned quizzes. Assessment administrators and system administrators have broader rights to manage quizzes, notifications, and related configurations.

    Key Components

    • Quiz: Contains metadata like duration, state, notifications, and introductory/end content for recipients.
    • Categories: Thematic groupings of questions assigned to specific users, with optional weighting affecting overall quiz scores.
    • Questions: Individual queries within categories, configurable with different data types, scoring, and weighting.
    • Category Users: Designated recipients for each category’s questions, enabling targeted assessments.

    Practical Benefits for ServiceNow Customers

    ServiceNow customers can leverage quizzes to effectively evaluate user knowledge in a structured, measurable way. The flexibility in assigning categories and weighting allows precise control over assessment focus areas. Automated notifications help ensure timely completion and managerial oversight. The use of templates and conditional questions simplifies quiz design while maintaining relevance for different user groups. Overall, this functionality supports continuous learning, compliance, and skill verification across the organization.

    Quizzes are questionnaires that you can assign to one or more users to assess their knowledge of any subject. The quiz functionality is built on the assessment engine and provides many of the same features as assessments and surveys.

    Each question is scored, and the overall score indicates the percentage of questions the user answered correctly. A quiz may have categories of questions that are assigned only to some users. You can assign weighting values to individual questions or categories of questions that make them more or less important when calculating the overall score. Quizzes require activation by a system administrator.

    • An administrator can create a quiz for any purpose and assign it to a single user or multiple users.
    • A quiz can contain one or more categories of questions. Each category can be assigned to users who answer only the questions in that category.
    • The system can send email notifications to these users:
      • Recipients: The recipient can receive notification of an assigned quiz, a quiz whose allowed duration is at 50%, and a quiz that is overdue.
      • Recipient's manager: The recipient's manager can receive notification when a quiz is overdue.
      • Quiz manager: The quiz manager can receive notification of an overdue quiz that is assigned to them.
    • Quizzes can contain questions that are scored or not scored. Unscored questions assess opinions or involve dates and are not counted in the final score. Scored questions specify correct answers and are scored either as 0% or 100%. You can apply a weighting scale to scored questions to establish their relative importance. You can designate questions with these data types as scored questions:
      • Checkbox
      • Choice
      • Duration
      • Likert Scale
      • Numeric Scale
      • Template
      • Yes/No
    • A quiz question can be dependent on the response to any scored question. For example, you can create a dependent question requesting additional information that appears only if a recipient answers No to a specific question.

    Important terms

    The quiz application involves several terms.

    Table 1. Terms used in quiz application
    Quizzes A quiz contains information such as duration, state, and notification controls and lists the existing categories. Text fields on the quiz form allow an administrator to create introductory content and end notes that are displayed to the recipient.
    Categories A quiz category represents a theme for quiz questions. Each category contains one or more questions and names the recipients for the questions in that category. By default, the system creates one category with the same name as the quiz. You can create additional categories as needed. Categories can be weighted higher or lower to determine the importance of that category in the overall score.
    Questions A quiz question is a question configured for a category and sent only to the users for that category. Questions have a wide variety of data types and can be individually weighted higher or lower. Questions may be scored or unscored.
    Category user A category user is the recipient of questions for a specific category. You can select different users to answer the questions for each category.
    Templates A template is a question data type that provides reusable rating scales for answers to questions. For example, the answer template named Satisfaction contains a satisfaction scale ranging from Very Satisfied to Very Dissatisfied.

    Quiz roles

    The Quizzes application uses these roles. No role is required to take quizzes that are assigned to you.

    Table 2. Quiz roles
    Role Title [Name] Role Description
    assessment administrator [assessment_admin] Can administer the Assessments application and all quiz records. Can access all the modules of the Assessments application.
    Note:
    The itil_admin role and the survey_admin role contain the assessment_admin role
    Administrator [admin] Can access all aspects of the assessment and survey processes. Only administrators can modify survey notifications, create survey modules, and import surveys.