Surveys in ITSM Virtual Agent
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- UpdatedAug 3, 2023
- 1 minute read
- Vancouver
- Service Administration
You can use surveys in ITSM Virtual Agent to collect survey responses from users through conversational questionnaires (pre-chat and post-chat surveys) in the chat client.
A chat survey is available in ITSM Virtual Agent through the Provide Virtual Agent Feedback topic. The logic that renders the survey dynamically is called from the re-usable Survey topic block. It is common to use the Provide Virtual Agent Feedback topic as the survey setup topic in the general definitions of ITSM Virtual Agent, so that users automatically receive a survey at the end of their conversations. For information about the Survey topic block, see ITSM Virtual Agent.
- Survey should contain only one metric category.
- Survey can contain only these metric types.
- Attachment
- Boolean
- Check box
- Choice
- Date
- Date/Time
- Image scale
- Number
- Numeric scale
- Percentage
- Scale
- String
For information on configuring a survey, see Modify a survey definition and Configure a survey in the survey designer.
- Dependent survey fields
- Introduction and end notes
Association between a survey and Virtual Agent chat
- Trigger ID, which is the sys_id of the associated interaction ID created in the Virtual Agent chat
- Trigger table, which is the interaction table
Related Content
- View survey reports
Use the Survey Overview dashboard to view various survey reports, such as Surveys by Metric Type and State.
- Survey designer
Users with the survey_admin role can use the survey designer. The survey designer lets you create survey categories and questions, configure the details, and publish the survey to specific users or groups.
- View a survey instance
A survey instance represents one questionnaire assigned to one user. You view an instance to verify that survey instances were created, to check the state of a survey instance, or to reassign a survey instance.
- Survey users and groups
Survey users and survey user groups help survey administrators control who can take a survey.
- Copy a survey
Create a copy of a survey with at least one category to reduce the effort of creating another survey with similar data.
- Publish a survey
You must publish a survey to enable people to receive and complete survey instances.
- Customize the appearance of a survey
As an assessment and survey administrator, set properties to customize the color of various elements on the questionnaires.
- Survey definitions
A survey definition is the root record upon which a survey is built.
- Create a survey designer template question
You can create a question that uses choice lists from a template.
- Survey questions
Survey questions appear on survey questionnaires for the associated survey definition.
- Survey trigger conditions
Trigger conditions specify when to send a particular survey and the persons to send it to.
- Survey distribution
There are several ways for survey administrators to distribute surveys to users.
- Outlook Actionable Messages
Outlook actionable messages plugin enables users to respond to the survey from within the Microsoft Outlook application.
- Sentiment analysis for surveys
You can use sentiment analysis to determine whether user responses for a survey are considered positive, negative, or neutral.
- Surveys in Service Portal and the Now Mobile app
If you've installed Service Portal, you can use the My Assessments and Surveys widget in Service Portal. Users can view surveys in Service Portal. Service Portal also supports surveys for users on mobile devices that have the Now Mobile app installed. The My Assessments and Surveys widget is available by default on the Service Portal home page.
- Legacy survey migration
Users with the survey_admin role can migrate legacy survey data to create copies of legacy surveys and their related records in assessment tables. The Survey Management application, which is built on the assessment engine, is available as an alternative to legacy surveys.
- ITSM Virtual Agent