Customer Satisfaction Survey Instructions

Usage Hints:

• the survey is only offered upon resolution of incidents not marked as invalid or duplicate.

• it is accessible to anyone (logged into ServiceNow or not)

• the application navigator offers a few links:
  

• canned reports are available in Survey->Overview:
  

• a view of relevant records and fields is available in Survey->Customer Satisfaction Responses

• the same data can be immediately downloaded from Survey->Customer Satisfaction Responses (File)

• if the user requests a follow up, a plain task will be created and assigned directly to the manager of the incident's original assignment group. The original incident will be set as the parent task:
  

• the tasks will show up in the default work queues:
  
  ...managers who use their own custom queues may need to modify their filters to see them

• in the future, new assignment group managers will have to request access to the "SURVEY_READER" role in order to see the survey menu items; at the time of deployment, all current assignment group managers will have been added to the role.