Catalog item conversational details page overview

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Catalog item conversational details page overview

    The Catalog item conversational details page in ServiceNow provides a comprehensive view of a catalog item's conversational status and related details. It is accessible to users with roles such as Catalog administrator, Catalog manager, Catalog editor, and Catalog builder editor (with edit access). This page helps customers understand whether an item is conversational or non-conversational and offers guidance on making items conversational when applicable.

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    Key Features

    • Catalog Item Information: Displays the item name, conversational status, render type, and last update timestamp.
    • Reasons and Suggestions Tab: Lists reasons why an item may be non-conversational, with corresponding suggestions to enable conversational capabilities. Multiple reasons can be reviewed individually.
    • Item Details Tab: Shows the catalog item's short description, full description, and image if available.
    • Edit in Advanced View: Allows authorized users (catalog admin, manager, editor) to edit the item within the ServiceNow AI Platform to implement changes for conversational functionality.
    • Conversational Status Controls: By default, catalog items are conversational. Users can make an item non-conversational by selecting the appropriate checkbox.
    • Security Option - Turn off Now Assist (LLM): For sensitive data, users can prevent catalog item data and user responses from being sent to the large language model (LLM). When selected, the item uses the stricter NLU topic block or alternative pop-up/link configurations, affecting conversational behavior.
    • Checked Out State Behavior: When viewing an item in a checked-out (draft) state, the page reflects the last published version, not the draft changes.

    Practical Implications for ServiceNow Customers

    This page enables administrators and catalog managers to monitor and manage the conversational readiness of catalog items efficiently. By reviewing reasons and suggestions for non-conversational items, customers can take actionable steps to enhance virtual agent interactions. The security control to disable LLM data transmission is critical for protecting sensitive information while maintaining conversational capabilities through NLU when possible.

    Overall, this feature supports improved user experiences in Service Catalog interactions powered by Virtual Agent and the Now LLM, ensuring catalog items meet organizational requirements for automation and security.

    View the details page for your catalog item. If your item is non-conversational, view why your catalog item isn’t conversational and review the suggestions to know what you can do to make the item conversational.

    You can view this page only if you have any of the following roles:
    • Catalog administrator [catalog_admin]
    • Catalog manager [catalog_manager]
    • Catalog editor [catalog_editor]
    • Catalog builder editor [catalog_builder_editor]
    Note:
    The catalog manager, catalog editor, and catalog builder editor can view the details page only if they have edit access to the catalog item.
    The page displays the following information related to conversational or non-conversational catalog items:
    • Name of the catalog item
    • Conversational status and render type
    • Date and time when the catalog item was last updated
    • The Reasons and suggestions and Item details tabs

      The Reasons and suggestions tab shows one or more reasons for the item being non-conversational and suggestions that might make the item conversational. If there’s more than one reason, you can select each reason to view the suggestions for that particular reason.

      The Item details tab shows the details, such as a short description, description, and image of the item if available.

    After going over the reasons and suggestions for the non-conversational items, select Edit in advanced view if you want to make changes. The catalog item opens in the ServiceNow AI Platform for editing.
    Note:
    • Only the catalog admin, catalog manager, and catalog editor can view the Edit in advanced view button.
    • If you're viewing a catalog item that's in the checked out state, you view its data that corresponds to the published version of the item. Any changes to the draft of the catalog item won’t be reflected here until it’s published.

    By default, all catalog items are conversational. To make the catalog item non-conversational, select the Make the item non-conversational in VA check box.

    Make the item non-conversational in VA check box.

    Important:
    Select the Turn off Now Assist (LLM) check box if you don't want the data of the catalog item (and user responses) to be sent to the LLM for security reasons, in case the catalog item contains sensitive data. Selecting this option ensures that this item will invoke the NLU topic block if it’s compatible, otherwise, it will show up either as a pop-up or as a link depending on the item's configuration. Restrictions on the NLU topic block are stricter than the LLM topic block and therefore a conversational item in the LLM topic block (as shown in the Conversational Catalog Overview dashboard) may not be conversational in the NLU topic block.