As Renee suggested, there is a survey feature in ticketing. Surveys can be both static set of questions, or dynamic (based on a previous question answer, a different set of questions are displayed).
Some customers are trying this feature as a way to achieve call scripting, as it can provide a set of questions a call center rep can ask a customer and capture the results of those questions with a customer in real time. These survey results can be analyzed in reports later. (call script responses).
In the help review the "survey" and "activity plan" and it willl give a complete set of possible capabilities.
Lastly, via sdk, a custom tab or section group can be added anywhere in the ticket UI which could optimize the UX, showing a list of potential surveys. Today this list is a separate tab and not in the overview.
We expect our SI partners and customers who are certified in SDK to do these advanced UI configurations.