We are not planning to use the native ServiceNow Virtual Agent and will instead be leveraging an alternative solution. As a result, we are exploring opportunities to design a more intuitive and efficient intake experience within the Employee Center.
Our goal is to present teammates with a guided intake form that uses qualifying questions to dynamically determine and create the appropriate record type—such as an Incident, Interaction, or Request—based on their responses. Without relying on the Virtual Agent, we want to understand whether a form-driven approach can achieve this same decision-based routing.
Additionally, we are interested in embedding a Request Item form directly within an Employee Center page, allowing users to complete and submit a catalog item without navigating to a separate page. We want to avoid mapping or duplicating form fields, as that could introduce unnecessary technical debt and long-term maintenance challenges.
Ultimately, the vision is a single, centralized page where teammates can answer a small set of questions and either:
- Automatically generate the correct record type, or
- Be presented with the appropriate catalog item to complete and submit
all without leaving the page.
