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Assessments and Surveys release notes

Assessments and Surveys release notes

ServiceNow® Assessments and Surveys product enhancements and updates in the Kingston release.

Activation information

Platform feature – active by default.

New in the Kingston release

Multiple correct answers for questions
For a Quiz type assessment metric, multiple correct answers are supported for the following questions types:
  • Choice
  • Likert
  • Numeric Scale
  • Template
  • Image Scale
Copy a survey, assessment, or quiz
If a metric type (survey, assessment, or quiz) has at least one metric or category, you can copy the metric type using the Copy option, or by selecting Copy from the context menu on the title bar. All associated questions (type), configurations, categories, metrics, domain separation rules, and role-based categories are copied. Assigned users, category users, instances, and trigger conditions are not copied.
Note: For assessments, assessable records are not copied.
Additional information for survey questions
You can add a multi-line field for each question when designing a survey for survey-takers to provide additional information. The Allow Additional Information check box and Additional Information Label field are added to the question property page in both Platform and Designer. For survey-takers, this feature is applicable in both Platform and Service Portal for all questions except string-based and template questions.
Assessment Instances module
The Assessment Instances module that contains assessment instances in different states is introduced.
  • It consists of the Ready to take, In progress, Completed, Cancelled, and All sub-modules.
  • When you select an instance in the Assessment Instances > Completed sub-module, you are redirected to the User's Response page.
Quiz Instances module
The Quiz Instances module that contains quiz instances in different states is introduced.
  • It consists of the Ready to take, In progress, Completed, Cancelled, and All sub-modules.
  • When you select an instance in the Quiz Instances > Completed sub-module, you are redirected to the User's Response page.
Enhancements to the Survey Instances module
  • The Ready to take, In progress, Completed, Cancelled, and All sub-modules are introduced.
  • When you select an instance in the Survey Instances > Completed sub-module, you are redirected to the User's Response page.
Enhancements on Survey Definition page
  • The Response Trend chart that displays the weekly trend of the survey instance is added.
  • The Survey Summary chart that displays the overall summary response based on instance states is added.
  • The Trigger Conditions section with all trigger conditions associated with the survey is added.
  • The Survey Responses section with all instances associated with the survey is added.
  • The Introduction & End Notes section with the introduction and end notes is added.
  • When you click the View Scorecard related link, the detailed survey results are displayed for the following filters:
    • Question Results
    • Category Results
    • Average Ratings
    • History
  • When you click the View Scorecard related link, numeric indicators in charts are replaced with label indicators for choices in the demo data, for the following surveys:
    • Service Desk Satisfaction Survey
    • Service Request Satisfaction Survey
    • Customer Satisfaction Survey
    Note: This is applicable for zBoot customers.

Changed in this release

  • Enhancements to the Survey Overview page:
    • All reports on the Survey Overview page will now have demo data.
    • The Surveys by State dashboard report is renamed as Surveys by Metric Type and State.
    • The Service Desk Technician dashboard report is renamed as Assignment group Customer Satisfaction 90 day average. This report displays question results from How satisfied are you with our overall service experience? (metric type = Service Desk Satisfaction Survey)
    • The Service Desk Survey 'Overall Experience' 30 Days dashboard report is renamed as Service Desk Survey 'Overall Experience' 60 Days. It has legends for the X-axis, and when you point to the bar graph, the legends and title of the X-axis are indicated.
    • The Service Desk Survey 'Timely Response' 30 Days dashboard report is renamed as Service Desk Survey 'Timely Response' 90 Days. It has legends for the X-axis, and when you point to the bar graph, the legends and title of the X-axis are indicated.
    • The Service Desk Survey 'First Call Resolve' 30 Days dashboard report is renamed as Service Desk Survey 'First Call Resolve' 60 Days.
    • The Service Desk Survey 'Tech Courteous' 30 Days dashboard report is renamed as Service Desk Survey 'Tech Courteous' 90 Days. It has legends for the X-axis, and when you point to the bar graph, the legends and title of the X-axis are indicated.
    • The Service Desk Survey 'Tech Competence' 30 Days dashboard report is renamed as Service Desk Survey 'Tech Competence' 60 Days. It has legends for the X-axis, and when you point to the bar graph, the legends and title of the X-axis are indicated.
  • Deletion of a metric: You cannot delete a metric for a metric type if there is at least one response for the metric.
  • Service Catalog dependency: It is removed for surveys and assessments.
  • Data type field: For a survey, assessment, or quiz, question types are sorted in an alphabetical order for the Data type field.
  • WCAG-A compliance: Survey and quiz designer are made more WCAG-A compliant.

Removed in this release

  • The following modules and their sub-modules are deprecated for zBoot customers:
    • Legacy Surveys
    • Legacy Administration