Request Catalog Item - Automation

[arnoldha]

Hi community,

I've been dedicating significant time to our Virtual Agent and have encountered a challenge related to catalog items utilizing Client scripts and UI actions. For each item, I've created specific topics, but this approach seems less maintainable in the long term. Is there a way, possibly with GenAI or Now Assist, to avoid designing a separate topic for each item or to have them updated automatically without manual intervention? I'm open to any suggestions or alternative solutions that can streamline this process.

Thanks for your help!

[Lynda1 · Accepted solution]

You are creating a topic for each catalog item? We have 1,153 active catalog items, that would be 1,153 topics. A majority of the catalog items we have are not VA compatible. With the approach you have taken, when a catalog item is changed, you have to change the topic.

ServiceNow provides a topic block called Request Catalog Item.  If the item is VA compatible, the VA asked the appropriate questions for the request the user needs. If it is not compatible, it provides a link for the user to click that opens the item in a new window.

I created a Vocabulary Source that reads the Name of the items. I associated that vocabulary source in the NLU of the topic. this approach I have two topics covering all 1,153 catalog items.

[adarsh-pand]

Hello @Lynda1  , Can you please guide more on vocabulary source table and how you have make it further . Please it will be good if you post few attachments. 

Thankyou 

[Lynda1]

I just used this ServiceNow documentation to set it up.

Sync a table vocabulary source

[arnoldha]

@Lynda1 We don't have as many catalog items as you do, but I agree my approach isn't the best. I used the topic block "Request Catalog Item" when I started working on the VA but the requirement I received was to always have conversations and not a link to opens the item... But I will go with your approach as mine is not maintainable on the long run.

Thanks for you time and advise !