Survey Authoring in Redwood Service Center

Survey Authoring in Redwood Service Center provides administrators with a simpler, more integrated way to create and manage service surveys from the administration experience they already use. Instead of switching to a separate authoring environment, CX Service administrators can access survey authoring from Service Center Administration.

The new Survey landing page gives administrators a centralized place to view existing surveys and start survey authoring workflows for supported survey types. From this experience, administrators can use agentic chat to create and update survey assets through guided, conversational interactions. This helps business administrators move faster, reduces context switching, and brings survey authoring closer to the service administration workflows where surveys are configured and managed.

With this feature, service administrators can manage survey authoring more efficiently from within Fusion Service. The integrated landing page makes surveys easier to find and manage, while agentic chat helps administrators create or update survey content using natural language guidance rather than navigating a separate, more technical authoring tool.

Steps to enable and configure

You don't need to do anything to enable this feature.

Key resources

For more information on using AI agents to author surveys, refer to Rapidly create Service Center and Help Desk surveys

For information on displaying surveys in DCS portal, refer to Support for AI Agent Service Survey for DCS Portal

Access requirements

This feature requires Access to Fusion AI