A couple of 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