Employee Service Center Intake Form

[Michelle Alexan]

A repeated challenge I come upon is the ability to have one intake form on the portal that allows for the creation of different artifacts based on questions asked on the form.

For example, the form asks a series of questions and then based on the answers to those questions the appropriate artifact is created and routed to the appropriate team (incident, service request, or demand).  

This would eliminate some of the triage that is required by IT resources if this can clearly be defined within an organization.

Is there a widget or design that could be used to accomplish this?  

[Mike_R]

This sounds like a perfect use case for virtual agent (https://www.servicenow.com/products/virtual-agent.html)

This will help guide users into submitting the most appropriate ticket.

Other than that, I would strongly advise against having one specific intake form. I think you might just need to revisit your categories (or taxonomy), and maybe better descriptions for each catalog item and record producer, and most importantly, a simply and intuitive home page that can guide users to the right spot. Having one intake form isn't going to solve them problem, ultimately it will just become a nightmare to maintain.