Step-by-Step Guide: Setting Up Surveys for Incidents in ServiceNow

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• Navigate to ALL ->  Survey -> View Surveys -> NEW

• Click on ‘Survey Designer’

• Under Deisgn, created the Survey form

• Under Configuration, created the Email to send to the user and applied it to the Incident table.

• Save the Publish Survey Designer.

• Now, go back to Survey Definition and create new Trigger Condition

• Create New Trigger Condition

• Select the Field as Incident, Field as Caller and apply the Condtion.

• Now, Submit the Trigger Conditon and Update the Survey Definition
• Now , Navigate to one of the Incident and Resolve it.

• Now,Verify if the Caller received the Survey Email.
• Navigate to System Log -> Emails

• Check the latest Email log with Subject ‘Feedback’ (Users within the organization will receive the survey email at their registered email address)

• Click on Preview Email

• Now, the user will get the Survey Email .

• User can Submit the Survey upon clicking the ‘Take the Survey’ button.
• Get Started