Smart Assessment Engine

Activate and configure the smart assessment response assist skill in ServiceNow Otto to automatically draft responses for assessment questionnaires by using previously answered questions, contextual data and supporting documents. Enhancing accuracy, reducing redundancy, and maintaining consistency across assessments.

Post a comment or a private work note on a specific question in an assessment so that reviewers and contributors can discuss the question.

You may have documents or image files that provide additional information for the assessment, you can attach these documents to assessments in the open state. These documents and image files can be added as attachments to the assessment for reference.

Add comments and work notes to an assessment to clarify questions or other aspects of the assessment. Owners, contributors, readers, and administrators can add comments while the assessment is active. After the assessment is cancelled, existing comments and work notes remain visible but read-only.

The GenAI-powered Smart Assessment Response Assist skill automatically drafts answers by using past smart assessments, classic assessments, and supporting documents.

Set up default responses for questions so that assessors can complete assessments quickly and provide quality results.

If an assessment is no longer needed, you can cancel it to terminate its progress. Once canceled, the assessment is set to read only.

Collaboration in Smart Assessment Engine enables you to add multiple contributors to an assessment and support live collaboration with real-time updates. It also displays presence indicators to show who is active on the assessment.

You can combine multiple assessments assigned to you into a single, streamlined view, enabling you to submit or reassign them all at once. You can also copy your response from one assessment and apply it to the other assessments. This feature enables you to work on all the assessments together more efficiently.

Several types of components are installed with activation of the Smart Assessment Engine plugins, including tables, user roles, and scheduled jobs.

Set up automatic responses for assessment questions using either static responses or script-based responses based on specific conditions. You can configure default responses for text, drop-down list, radio button, check box, date, code and number question types. This feature helps save assessors time and effort by reducing the number of questions that require answers.

Set up normalization for your assessment responses to adjust individual scores to a common scale at the assessment, section, or subsection level.

The post-assessment actions feature in Smart Assessment Engine enables you to automate actions based on assessment responses. The template designers can predefine actions using a rule engine, such as updating fields, creating follow-up assessments, or generating other records.

Set up scoring for your assessment responses to calculate meaningful scores at the assessment, section, or subsection level.

If you have the admin role, you can configure ServiceNow Otto for SAE so that your agents can use the generative AI skills.

You can copy responses from previous assessments to save time and reduce repetition.

Create a new template version when you must update the questions, instructions, or structure of a published template without disrupting assessments that are already in progress. Existing assessments continue to use the version they were triggered from, and new assessments triggered after you publish the new version use the new template.

You can create a custom normalization strategy as required.

Learn about the fields of the Create Assessment Template form. Use this form to create an assessment template.

The Smart Assessment Response Assist skill refers to previous assessments and documents to generate suggestions. By default, the skill uses scope-based matching for previous assessments and the files attached to the assessment instance for documents. To use different sources for a specific template category, implement the Smart Assessment Response Assist scripted extension point.

Delegation lets another user act on your assessments on your behalf for a set period, so work doesn't stall when a responder or requestor is unavailable.

You can delete a normalization strategy only if it is in draft state. Deleting a strategy removes it permanently, so confirm it is no longer in use before proceeding.

You can edit a normalization strategy only if it is in a draft state and not being used by any category.

Embedded assessments lets an upstream application surface the Smart Assessment Engine responder experience inside its own UI rather than as a separate page. This task describes the configuration that must be done on the SAE and UI Builder page where the assessment is embedded

Upstream applications can embed the Smart Assessment Engine responder experience directly within their workspace and control which interface components are visible.

The ServiceNow Otto for SAE application uses generative AI to streamline key Smart Assessment Engine tasks such as automatically drafting assessment responses by analyzing context, reusing previously answered questions, and supporting documents.

Narrow the question list in an assessment by selecting one or more filters from the filter dropdown. Combine filters to focus on questions that match every selected criterion.

Responders can narrow the question list in an assessment by selecting one or more filters from the filter dropdown. Filters can be combined to focus on questions that match every selected criterion.

Flag a question on an assessment to indicate that it needs attention. After the response is updated, mark the question as resolved or remove the flag.

In Smart Assessment Engine, use generative AI to create draft responses for assessment questions by analyzing context and using previously answered similar questions.

Post-assessment automations, also known as post-assessment actions, in Smart Assessment Engine are actions that happen automatically after an assessment is complete. These actions use the responses from an assessment to automate tasks. Using action sets, automated actions, trigger conditions, and evaluation criteria, post-assessment actions can help your assessments be efficient, consistent, accurate, and scalable.

Linking a subflow to action categories ensures that this action becomes available in the action set. Template designers can configure these actions based on specific criteria to trigger automatically once the assessment is completed.

The assessment owner can add or remove contributors to an assessment, assign them either full assessment access or section-specific access based on their responsibilities and expertise. Contributors can work simultaneously on the assessment, enabling real-time collaboration and efficient progress.

Use template designer to create assessment templates. After the templates are published, assessors can respond to assigned assessments, track progress, and save their input automatically.

Use Quick edit to make limited changes to a published template which has an assessment associated with it without creating a version. Quick edit is intended for small corrections, such as fixing typos or updating text, while preserving the published state of the template.

Normalization in Smart Assessment Engine refers to adjusting assessment question scores to a common scale to promote fair comparison and prioritization.

System properties that control the behavior of Smart Assessment Engine.

A question bank is a centralized repository for creating, managing, and reusing questions with preconfigured settings. Use it to share questions across multiple assessment templates without re-creating them.

Quick Edit lets template managers make minor corrections to published templates without creating a version, enabling rapid fixes for typos and formatting issues while assessments remain in progress.

Reassign assessment to redirect them to different users, enabling for flexible task management.

You can retire a normalization strategy to confirm it is no longer active. Once retired, it cannot be reactivated or changed back to draft or published. However, any purposes currently using this strategy will continue to do so.

Add reference information to an assessment template to help ensure that assessors can access to the information they need while responding to assessments by using the Smart Assessment Engine. With an assessment template, you can minimize the need for external references and can improve the efficiency of the assessment process.

Combine your Smart Assessment Engine assessments so you can respond to all of them together. You can also configure your responses to replicate automatically across all applicable assessments so you don't need to fill them in manually.

Migrate a classic question bank or an existing assessment template into a new or existing Smart Assessment Engine question bank.

Create a question bank in the Smart Assessment Engine application to store questions that you can reuse across multiple assessment templates.

Add sections and questions to a question bank in the Smart Assessment Engine application so that template managers can reuse the questions in assessment templates.

Move a question through the draft, ready to publish, and published lifecycle stages so that it becomes available for template managers to add to assessment templates.

Retire all the published questions in a question bank at once, or delete an entire question bank when it's no longer needed.

Respond to an assessment that has been assigned to your queue. Your responses to the assessment help with making informed decisions and taking targeted actions by using the Smart Assessment Engine application.

Add one or more published questions from a question bank to an assessment template instead of creating the same questions again.

Create an assessment template category in the Smart Assessment Engine application so that you can organize and grant access to the assessment templates and question banks that are related.

Create an assessment template by using the Smart Assessment Engine application by naming it, specifying its categories, and optionally, specifying the tables that have the records as the assessment target or scope. You can then add questions and other attributes to the template. Alternatively, you can also copy an existing template including all questions, sections, instructions and existing configurations.

Make a copy of an existing assessment template in the Smart Assessment Engine to help reduce the amount of manual input needed. The copied template includes all questions, sections, instructions, and existing configurations from the original template, which you can then customize to meet new requirements or scenarios.

You can use the assessment designs that you have already created by migrating the metric types to the Smart Assessment Engine assessment templates. You can leverage the existing assessment designs to support SAE assessment automation, analysis, and reporting.

Add instructions and questions to an assessment template by using the Smart Assessment Engine application. You can use instructions and questions to help gather precise and relevant information from designated responders.

Migrate an existing metric type to an SAE assessment template. You can leverage the existing assessment designs while using Smart Assessment Engine.

Configure the Trigger Smart Assessment flow action to initiate the Smart Assessment Engine assessments and send them to the specified assessors. You then add the action to your flow.

Use a script to execute the Trigger Smart Assessment flow action to generate Smart Assessment Engine assessments and assign them to the assessors.

You can trigger a Smart Assessment Engine assessment from the Workflow Studio or from a script. With either method, you specify a published assessment template, the assessors who respond, and other optional inputs.

You can see all your assessment template-related information on the Assessment Workspace landing page. You can review the published and unpublished assessment templates and create assessment templates by using the Smart Assessment Engine application.

Use the Trigger Smart Assessment flow action in Workflow Studio to generate and assign assessments from a published Smart Assessment Engine template.

If any conkeyrefs are broken, re-add them from the doc/source/reuse/domain-separation/domain-separation-overview.dita file.Domain separation is supported for Smart Assessment Engine. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Legacy metric types are migrated to specific sections in the assessment templates in the Smart Assessment Engine application.

You can view the data that was migrated from the metric type to the Smart Assessment Engine assessment template in the related lists on the Assessment template migration form.

Enable the assessors to respond to an attachment question by adding one or more files as a response. Specify any of several attributes to qualify the question, for example, whether a response is required or an attachment is requested as part of your assessment template by using the Smart Assessment Engine application.

Enable the assessors to respond to a check box question by selecting one or more options in a specified list of options. Specify any of several attributes to qualify the question, for example, whether a response is required or an attachment is requested as part of your assessment template by using the Smart Assessment Engine application.

Enable the assessors to respond to a question by using entering a barcode number or scanning a QR code in an assessment.

Enable the assessors to respond to a date question by specifying a date or a date and time. Specify any of several attributes to qualify the question, for example, whether a response is required or an attachment is requested as part of your assessment template by using the Smart Assessment Engine application.

Enable the assessors to respond to a drop-down list question by making one or more selections from a list. Specify any of several attributes to qualify the question, for example, whether a response is required or an attachment is requested as part of your assessment template by using the Smart Assessment Engine application.

Enable the assessors to respond to a number question with a numerical value. Specify any of several attributes to qualify the question, for example, whether a response is required or an attachment is requested as part of your assessment template by using the Smart Assessment Engine application.

Enable the assessors to respond to a radio button question by making a selection from a limited list of options. Only one selection is allowed for this question type. Specify any of several attributes to qualify the question, for example, whether a response is required or an attachment is requested as part of your assessment template by using the Smart Assessment Engine application.

Enable the assessors to respond to a reference question by selecting an item from a list. The list is generated dynamically from the data in the table that you specify. Specify any of several attributes to qualify the question, for example, whether a response is required or an attachment is requested as part of your assessment template by using the Smart Assessment Engine application.

Enable the assessors to respond to a question by using simple text in an assessment. Specify any of several attributes to qualify the question, for example, whether a response is required or an attachment is requested as part of your assessment template by using the Smart Assessment Engine application.

Review a log of every response, justification, and flag state change made to a question throughout the lifecycle of an assessment.

Use the Smart Assessment Engine application to help assessors complete survey requests. Track your progress and let the system automatically save your information. Administrators and template managers manage the assessment process.

Roles determine the permissions and access in the Smart Assessment Engine application.

The scope of an assessment is the specific record that the assessment targets — such as a control, vendor, or entity. Scope items keep that record in view for responders and reviewers, and other SAE features use scope to behave intelligently.

Use the Trigger smart assessment action form to add assessment actions to a flow or to obtain a code snippet for a script as part of the process for triggering Smart Assessment Engine assessments.

You can create assessment templates and add instructions, questions, and reference information by using the template designer in the Smart Assessment Engine application. Smart assessments can help you to evaluate various situations, aspects, or records.

You can select Test on the Trigger Smart Assessment action form to test the design of an Smart Assessment Engine assessment. You then specify the settings for the test in the Test action pop-up window.

In Smart Assessment Engine normalization maps the actual scores to a standardized scale, typically from 0 through 100, enabling a unified evaluation framework.

Field descriptions for the assessment, question, subsection, and section scoring forms. Use these forms when configuring scoring for an assessment.

Scoring in Smart Assessment Engine is a systematic way to evaluate responses to various questions within an assessment. By attributing scores to answers, you can translate qualitative responses into quantitative data, offering a measurable and comparable outcome for each assessment.

After an assessment is completed, scores are calculated and stored based on the scoring configuration defined in the template.

Use the ServiceNowServiceNow Otto for Smart Assessment Engine (SAE) application to empower your teams to draft assessment responses by reusing previously answered questions from classic and smart assessments along with supporting documents. Quickly understand record context, reduce manual effort, and respond to assessments faster.

Name another user to act on your Smart Assessments on your behalf for a set period.

The ServiceNow Smart Assessment Engine (SAE) application helps you to reduce the manual burden and costs of your assessment processes through automation.

You can activate or upgrade the Smart Assessment Engine application by downloading it from the ServiceNow Store and then configuring the settings in the initial setup checklist to meet your needs.

The ServiceNowSmart Assessment Engine (SAE) helps you reduce the manual burden and costs of your assessment processes through automation.

Reference topics provide the detailed descriptions of tables, properties, forms, and roles that are installed with the Smart Assessment Engine application.

You must have the assessment actor role to complete and submit the assessment. The submit button becomes enabled once all required questions are answered.

Tables are added with activation of GRC: Smart Assessment Engine.

Template versioning enables organizations to maintain multiple versions of assessment templates over time. The ongoing assessments continue to exist even if a their related version is retired or superseded by new versions.

Use the generative AI skills that are supported by the ServiceNow Otto for SAE application for quickly drafting the assessment responses.

View the logged history of response, justification, and flag state changes for a question in an assessment.