Form Data Collector

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Form Data Collector

    The Form Data Collector application enhances customer interactions with Virtual Agent chatbots by efficiently populating case form fields based on user responses. This tool is particularly useful for managing disputes through conversational interfaces.

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    Key Features

    • Flow Parameters: The Form Data Collector flow operates with key parameters such as the table name, conversation context, sys ID, and view. These parameters help retrieve relevant form fields for customer interaction.
    • Field Types: It supports various field types including Boolean, Date, Currency, String, Choice, Glide list, and Reference, allowing for diverse data collection.
    • Conversational Intelligence: Through Now LLM, it can determine if a question can be answered from the conversation history or if new questions should be generated for the customer.
    • Direct Customer Input: Certain critical questions, especially those regarding dispute categories and reasons, bypass LLM processing to ensure accurate data collection.

    Key Outcomes

    Using the Form Data Collector, ServiceNow customers can expect to streamline case management through accurate data population, improve user engagement with conversational interfaces, and ensure that critical customer input is directly collected when necessary. This ultimately enhances the effectiveness of dispute resolution processes handled by Virtual Agents.

    Learn about the Form Data Collector. This application is used to assist with populating case form fields during a customer's interaction with a Virtual Agent chatbot.

    Viewing the Form Data Collector flow

    To view the Form Data Collector flow:
    1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.
    2. In the search field, type Conv Form Ask Sequential Questions.
    3. Select the Conv Form Ask Sequential Questions topic block in the list.

    Summary of the Form Data Collector flow

    1. The flow takes the following input parameters:
      Table 1. Flow Data Collector parameters
      Name Description
      Table name The name of the table.
      Conversation context The context of the Virtual Agent conversation.
      Sys ID The identifier of the table.
      View The table view.
    2. The form fields are retrieved from the table and view inputs.
    3. The flow iterates through each field in the table.
      1. Determine the field type when a field is found.
        The following field types are supported:
        • Boolean
        • Date
        • Currency
        • String
        • Choice
        • Glide list
        • Reference
      2. Using the Form Data Collector capability, call Now LLM to determine if the question can be answered using the conversation history, or if a new question should be asked to the customer.
        Question can be answered using conversation history Update the case record (created by the Virtual Agent topic) with data from the customer's response.
        Question cannot be answered using conversation history Generate a question in a conversational format using Now LLM and present it to the customer.
    4. When there are no more fields, the flow returns the response output and the record field value pair.
    Note:
    Only UI policies are supported for field iteration in a form. Client scripts are currently not supported.

    Questions Displayed in Disputes intake via Virtual Agent

    Disputes intake via Virtual Agent displays the same questions, dispute category options, and dispute reason options presented in the Disputes playbook.

    Bypassed questions from LLM processing

    The Form Data Collector in Disputes intake via Virtual Agent will bypass the following questions from LLM processing during the conversation. These questions require direct customer input to ensure that the correct dispute category and reason code are selected.

    • Select dispute reason
    • Select dispute category
    • What best describes your issue?
    • Please provide additional details about the issue.
    • Was the transaction processed within the Intra-European Economic Area?
    • What best describes your billing issue?
    • Which of these is incorrect?
    • Did you receive a refund instead of having the transaction reversed?
    • Did you attempt to make this transaction?
    • Is the card in your possession?
    • Do you see an extra transaction related to your original purchase?
    • Did you make this transaction while commuting?
    • What best describes your billing issue?